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Learning from customer complaints

The Australian regulator, ASIC, has recently consulted on changes to their complaint handling guidelines (RG165) and proposed that firms should in future capture all dissatisfaction rather than just those complaints that find their way into the hands of dedicated complaint teams. This is one of many proposed changes after the Royal Commission into Misconduct in…

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The Cloud Benefits of iCasework Solutions

A Customised Experience With over 20 years of experience, iCasework is the industry leader in cloud-based enterprise case management. Our solutions are highly configurable, enabling organisations to effectively address a wide range of case-oriented needs, from complaint management to handling regulatory requests. This level of flexibility sets iCasework platforms apart from other market competitors. Instead of…

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Acquisition by Civica

We are delighted to inform you that on 1st October 2018 Civica Group, the UK’s leading provider of business-critical software and digital solutions, announced the acquisition of iCasework Limited by Civica UK Limited. The combination of Civica and iCasework Limited is an exciting development for our customers, partners and employees, providing a stronger capability while…

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Getting the Big Picture

Making an Informed Decision Conventional wisdom states that making informed decisions is typically a product of having access to information. The reality is not quite so simple — a number of factors must first be in place, such as the data’s accuracy, relevance and timeliness. These qualities, however, become increasingly difficult to define as an…

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A Focus on Security

A Critical Component As government-mandated data protection regulations become increasingly commonplace, the need for air-tight ICT security has transitioned from being a beneficial feature to a critical system component. International enterprises, particularly those based in GDPR-affected Europe, no longer have the luxury of discretionary security spending. If sensitive customer data is not protected, then non-compliance—and…

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On-Demand GDPR Case Management

The GDPR Case Management Platform The new GDPR Case Management Platform, from iCasework, is built specifically to address GDPR-based obligations. The software platform features pan-European support for all individual rights introduced by GDPR as well as security incidents and breaches. Like UsefulFeedback, iCasework’s flagship complaint management solution, the GDPR Case Management Platform features a robust…

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GDPR is Here. Are you Prepared?

Taking the Plunge The General Data Protection Regulation (GDPR) has finally arrived. It all started on January 25th, 2012 — over 6 years ago — when the initial proposal was released. Time & tide, however, waits for no man… and the day of reckoning is now upon all affected parties. Technically, “affected parties” includes data…

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Infoline 2018 Annual Complaints Management Forum

It is our pleasure to announce our sponsorship of the largest and most inclusive financial services complaints management event on the market, and would like to invite you along to attend – with a 30% discount on tickets. The 17th Annual Complaints Management Forum will be taking place 27 February – 1 March 2018 in London and Early…

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Benefits of Centralisation vs Local Resolution

The question of placement The concept of effective customer service is often paid much lip service, but aligning reality with intent is seldom a realised goal. In an ideal world, organisations would realise the cyclic nature of customer service and embrace its many stages, with complaint management being a critical component. Complaint management represents an…

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UK Complaint Handling Awards

The UK Complaint Handling Awards provides a truly unique platform that rewards the hard work and dedication of front-line complaints staff. With the exciting awards finals created as a conference-style event and held in a stunning London location during the working day, networking and learning opportunities with many other business leaders are maximised. The finalists…

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Expertise from acknowledged complaint management thought leaders

Consultative approach to solving your specific problems

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