› Tel

Improvement through Insight

A wide variety of management methodologies—from ITIL and Agile to PRINCE2 and Six Sigma—all feature a singular goal: improving internal processes to realise better outcomes. The time-honoured common denominator used to achieve this result has always been analysis & reporting. In essence, using data to identify potential and existing issues before they mature into full-fledged problems.

Of course this is only the tip of the iceberg. Comprehensive analytics also has the capacity to deliver results across other spectrums of your enterprise, such as SLA compliance, regulatory compliance, trend insights and employee performance.

UsefulFeedback takes analysis to the next level by enabling your organisation to report critical data across a wide variety of case operations via pre-built reports and on-the-fly ad-hoc reporting.


Report Library

UsefulFeedback’s extensive Report Library provides immediate access to high-value reports catered to specific audiences within your organisation. Immediately gain insight into exactly how your case management processes are performing — some key reports include:

  • Cases received;
  • Unassigned cases;
  • Overdue cases;
  • Outcomes; and,
  • Open cases.

Library Reports can be fully pre-configured based on your business needs, intended audience and preferred periodicity. Cross-tabular reports present data in a table format for easy review while analysis reports provide statistics and trend analysis to aid service improvement.


Automated Report Delivery

Users within your enterprise can subscribe to library reports by selecting their name or—if not in the system—entering an e-mail address. Subscriptions help to automate report distribution by ensuring that key members of your organisation, such as Sr. Management and Team Leaders, receive the reports they need based on the report’s specified periodicity (e.g., monthly, quarterly, weekly, etc.).


Report Filtering

All reports, whether it’s an ad-hoc report or a report selected from the Report Library, can be subject to report filters. Filters enable users—with the appropriate permissions—to view outputs from other service areas within your organisation. For example, while Team Leaders may only be able to view reports from their specific department, a Division Head would be able to view reports from all departments under their corporate jurisdiction.


Specifying Output

After a Library Report is selected, the user can define a reporting period, data groupings (e.g., rows and columns) and content categories from which to draw data (e.g., business areas, case assignation/creation parameters, etc.).

A key highlight of all UsefulFeedback reports is the variety of supported output formats, which include PDF, Excel (formatted | unformatted), HTML (with or without charts), Rich Text, Microsoft Word (with or without charts), CSV and XML.


Ad-hoc and Drill-down Reporting


In addition to pre-configured library reports, UsefulFeedback enables users to build their own ad-hoc reports at any time. Ad-hoc Reports share much of the same features as a library report — periodicity and subscribers can be assigned and the reports themselves are equally configurable in terms of output parameters.

Ad-hoc reports, however, provide an added degree of flexibility to support easy sharing. Every new ad-hoc report is assigned a permanent link that can be directly shared with any system user. In addition, a “Share” link—when clicked—makes ad-hoc reports available in the Shared ad-hoc reports interface. Users can also easily duplicate, view and edit ad-hoc reports.

Report Building

The ad-hoc report creation tool was designed to be a highly intuitive, easy-to-use solution for non-technical users. A step-by-step wizard interface guides users through the report creation process. When selecting a report type, users are provided with a helpful graphic that visually conveys what the report chart would look like. Pre-built queries, available from a drop-down list, enable users to easily specify the purpose of their report, such as displaying overdue tasks or retrieving cases with a status change.



Ad-hoc reports, as well as Library Reports, can be expanded to include drill-down functionality. This feature, likely nearly all UsefulFeedback functionality, is highly configurable and can be customised according to your business reporting needs. For example, users may be able to drill-down into case details to view specific information about any given case — they can then opt to export those details into a spreadsheet or even plot all cases on a map.



UsefulFeedback provides management at all levels with the tools they need to quickly discern trends, insights, performance metrics and other operational data vital to the decision-making process. These tools are encapsulated in the UsefulFeedback Dashboard, an interface that visually conveys data that is both meaningful & relevant.

For example, Team Leaders of a complaint management department may configure a Team Dashboard that displays the following (please see related graphic):

  • Overdue cases;
  • Open cases;
  • Cases due in the next 14 days; and,
  • Open cases by age.

Each category can be expanded/collapsed, as needed. Charts and colour-coded tables enable management to discover problem areas. In addition, drill-down links enable users to view detailed information whenever needed, such as details about a case or a caseworker.

Senior Management may benefit from UsefulFeedback’s Enterprise Dashboard, which provides graphical representations of key metrics that affect the enterprise as a whole. Like the Team Dashboard, users can drill-down through links to learn more about specific cases and tasks.



In addition to dashboards, UsefulFeedback keeps users aware of critical information via a configurable issue alert system. UsefulFeedback continuously monitors complaint issue statistics and will automatically alert you when an issue spikes (either upward or downward). In addition, alerts can be triggered by one or more keywords — keyword alerts are quite useful in situations when specific information is being monitored.



At iCasework we realise that data sharing connections & integrations with external sources are critical to the end-user experience. iCasework Case Management Platform is built to seamlessly integrate with a variety of technologies, all of which are designed to improve usability while bolstering user buy-in and acceptance.

We took this approach with our analysis and reporting feature set; consequently, we are able to offer a number of seamless integrations:

  • Microsoft Excel: Push case data directly into Excel-based analytics;
  • BI Tools: Use our reporting API to import case data directly to your preferred Business Intelligence tool on a schedule;
  • MS Word: In addition to standard exports to Word, you can also configure a Word-based Executive Pack that includes a range of KPIs for presentation to Senior Management;
  • Data Warehouse Exports: Export data to a wide range of third-party data warehouse solutions using REST web services. The type of exportable data is also wide-ranging, such as cases, tasks, customer details and/or correspondence; and,
  • AWS Redshift: Automatically synchronise all transactional data by connecting your favourite BI tools to our AWS Redshift-based data warehouse.

See Useful Feedback in action

Report Library

Ad Hoc Reports

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

Book demo ›