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Enterprise complaint
management software

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Case Management Software

Cloud based, user friendly and highly configurable

UsefulFeedback is specifically designed for capturing, managing and learning from customer complaints, feedback and enquiries consistently and effectively across your entire enterprise network.

UsefulFeedback enables organizations to:

  • Enhance the customer experience
  • Improve service levels
  • Comply with regulatory requirements
  • Adhere to codes of practice
  • Implement complaint handling standards

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Developing an effective complaint classification system

Find out the regulatory requirements for classification


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 Complaints and Feedback Guide

Benefits that help you manage complaints better

Complaints Management Software

A mature, secure and scalable on-demand complaint management platform

We have extensive experience in hosting cloud based, highly secure, highly available, scalable systems to large enterprises managing in excess of 1 million complaints per annum.

Our platform provides real-time scalability, failure resilient services and is designed to operate at a level of security difficult for most in-house operations to match.

Easy to use

Many staff dislike dealing with complaints so it is essential to provide them with complaint management software they love! UsefulFeedback provides configurable, dedicated interfaces for different user groups including:

  • Power user interface for complaint handlers
  • Light user interface for frontline staff and occasional users
  • Customer portals
  • Supplier portals

All our tools are fully responsive and work equally well on desktop computers, laptops, tablets and smart phones.

Users see only those features they have access to and that have been enabled – ensuring a clean and simple to use interface providing many time saving features.

Easy to integrate

Our REST API comprises extensible push and pull interfaces. Every input form designed through our Forms Designer has an associated REST API so configuring an input API is as simple as configuring a form. Together with a range of in-built connectors, UsefulFeedback is easy to integrate with:

  • Client & back office systems
  • Social media
  • Email & telephony systems
  • Mobile apps
  • Content management systems
  • Postal delivery systems
  • Staff directories & single sign-on
  • Document management systems
  • Calendering & office tools

Features

Take rapid control in line with regulatory or voluntary codes

Capture Cases

From whichever channel your cases originate, centralise and put them all in one place, from multiple streams such as telephone, email, webforms and social media in a uniform format optimised for smartphone and tablet users.

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Manage Cases

Everything you need to take control and stay on top of your organisation's caseload, enabling case handlers to work collaboratively, efficiently and effectively.

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Correspondence

Correspondence management and automation makes for easier processing while freeing up case handlers from time-consuming low value tasks, letting them get on with what's important.

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Analysis & Reporting

Identify areas most likely to cause dissatisfaction with automated delivery of library and custom reports and real-time keyword alerts that put the information you need at your fingertips.

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Benefits

Take rapid control in line with regulatory or voluntary codes

Regulatory Compliance

The era of light tough regulation has come to an end and there is now a much more robust regulatory environment, either in meeting compliance requirements or voluntary codes of practice for complaint handling

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Learning and Improvement

Whether it is the desire for compliance or understanding how to improve products and services, your organisation obtains all the knowledge and reporting it needs to meet regulatory requirements and raise standards.

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Easy to Configure

Wizard-based configuration makes it easy for those without technical expertise to define service structure, control access, update drop-down list values, add online help for case handlers, set time limits and targets, and much, much more.

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Rapid Implementation

A template system provides a blueprint of the solution for your sector, accelerating the implementation process. We then fine tune it to your specific needs by using our form designer, workflow and external interface configuration tools.

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Get your free guide

10 reasons why CRM and customer support systems fail to meet an organization's complaints requirements

Find out how an effective complaints and feedback software solution can be a great tool for assisting customer relations experts.


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Free Complaints Guide

A wider case management
platform

UsefulFeedback is configured on top of our iCasework case management platform. As well as a range of pre-configured processes such as Complaints, Enquiries, Compliments and other feedback, the platform can also be configured to support additional processes.

Our workflow designer provides a full event-driven framework allowing processes to be defined around a stage based case progression model. And our form designer gives unparalleled flexibility to model the data to be collected at all points during the case management process.

Whatever sector you are in, we have a complaint management system

Complaint management software works best when optimized for your sector. Our sector templates make it easy to customize the solution to the specific regulatory environment or codes of practice that apply to your organisation.


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Complaint Management Software

Trusted by organisations globally to handle millions of complaints per year

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Start taking better control of complaint
management today

  • Expertise from acknowledged complaint management thought leaders
  • Consultative approach to solving your specific problems
  • Easy to use and secure with powerful integration features for rapid roll out