UsefulFeedback! for Social Care, has been developed specifically to streamline and automate complaints handling and complaints management for Social Care teams.

The software is easy to use, cost effective and intuitive and is built around the complaint management needs of Social Care departments, including compliance and reporting requirements.

Managing the complaints process in social care is not simple - the information is almost always extremely sensitive and so care needs to be taken to keep the data secure. By deploying UsefulFeedback! for Social Care, you will have the peace of mind that the information is secure, that the process is streamlined and that the cost and time it takes to handle complaints is reduced. The system also provides a full audit trail throughout the process so that evidentiary or reporting data can be produced quickly and easily.

Industry features

Streamline and automate the complaints management process/li>
Maintain security and confidentially with permission based access /li>
Easy to use, intuitive system that captures all actions and evidence throughout the complaint process/li>
Full audit trail to provide evidentiary information for each stage of the process

Core functionality

Enterprise-wide - rich tools delivered to those staff regularly handling customer feedback but simple email and web form based interface for all other staff less frequently involved in feedback processes - dramatically reducing training needs
Online contact forms - allowing customers to quickly and simply report issues from your website
Social media interaction - assess, analyse and respond where necessary to customer comments found across a variety of social media sites
Easy to use contact management interface - giving staff the tools to quickly and efficiently capture feedback and track progress on behalf of a customer
Automated case assignment - customer cases are automatically routed to relevant team for prompt handling and resolution
Intelligent workflow - prompting case handlers to carry out the right action at the right time
Multi-lingual correspondence templates - giving case handlers the ability to correspond by email or by letter in the customer's own language
Root cause analysis - comprehensive and industry-specific root cause classifications supported by threshold alerts are included allowing you to make a quickly understand and address underlying causes
Geodata options - cases can be linked, using a map interface, to a specific location - providing a wealth of opportunities for improved management of area-based case loads and better understanding of customer issues