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Manage cases Screenshot
Manage cases Screenshot

Intelligent case assignment

Cases can be intelligently assigned based on the case type, service area, customer location or any other factor through the built-in formula editor. Specialist skills such as legal knowledge or foreign language skills may be associated with case workers and utilised during case assignment. Cases may be re-categorised from one case type to another at any time.

Workload management

A host of features allows case handlers and managers to effectively manage their case workloads. Users can choose to view their cases in a list, on a calendar or on a visual map. Users can simply click and view a list of cases they have recently worked on, they can type a customer’s name and view all cases for that customer or they can search and find a case based on postal address, reference or even key words (such as a phrase used in a response to a complaint or a case note). Team-based dashboards allow case handlers to access up-to-date statistics about their performance and workloads and support drill-down to access the specific cases represented in the statistics.


Collaboration tools allow regular case handlers, such as those within centralised complaint handling functions, to engage with occasional users that are now and again asked to comment on an issue, write a response or carry out a service delivery activity. These requests can be time-limited and also allow for requested files and documents to be submitted to the case file – with interactions automated using email and secure forms. Call handlers can also add notes when customers provide updates or make progress requests – the case handler is automatically alerted of the new information. Internal meetings can be organised and conference calls arranged – iCal invitations are automatically sent to all participants.

Target times

Tasks, actions and correspondence can be set to be completed within specific time limits or within a time limit set by a case handler. Target times can also be defined for each case type and each escalation stage as required. Each target time can be defined to be calculated as either business or calendar days. Therefore, even the most complex legislative requirements can be met and successfully managed.

Case file

Knowing where to find information relating to a complaint or enquiry is easy, as everything is stored in one central location. Notes, documents, scanned images and telephone recordings can all be attached to cases to ensure case workers have all the information they need at their fingertips. Easily generate PDF bundles with details of key events, documents and images to forward to regulators or investigators.


Every single action, update or even read request to a case is audited, providing a complete record of each stage, with ‘actions’ and ‘events’ presented through a timeline view to deliver an instant, visual display of a case’s progression over time.


UsefulFeedback prompts case handlers to classify all of the issues raised by the customer. Each issue can be classified according to product, process, root cause or outcome. You have the freedom to define your own classifications and – in the administration area – cross-reference them to any regulatory classifications to meet mandatory reporting requirements.

Progress monitoring

Progress against the defined target times for each case stage or task can be monitored for both teams and individuals using configurable dashboards. Case handlers and managers can also receive timely alerts by email, SMS or RSS feed – both when something is due to be done and when a target has not been met.

Intelligent escalation

If a customer is unhappy with a response, they can use our self-service tools to request escalation of their complaint. Staff can also request escalation on behalf of a customer. External dispute schemes, such as a regulator, adjudicator or Ombudsman, can also be defined. UsefulFeedback will process escalations and pre-defined rules can trigger the automatic assignment of an escalated case such as to a specialist consumer complaints office or to a legal team. Each escalation stage has its own workflow – with its own target times, actions and correspondence templates.

See Useful Feedback in action

Initial Assessment and Classification

Asking for comments on a case

Final response and outcome

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