The following features are available in the Case Management System;
Prioritised Task List (for individual users)
Workflow (Allocating cases to users)
Automated notifications (Email and SMS)
Milestone Tracking (Notifications when target dates are missed)
Audit trails of cases as well as all communications with customers
Supporting Documents Register
Knowledge Library (Frequently Asked Questions)
Reporting and Security
Check Lists
Call Agent Auditing
Members of the public can phone the help desk, or log a case through the organisation’s website.
When the case is captured an automated SMS notification is sent to the caller.
Complaints can be submitted through Email, SMS, Letter, Fax or by calling the help desk.
Once the case is logged, it is assigned to a user in the form of a task that needs to be resolved.
Tasks can be re-assigned, and callers updated through email or SMS regarding the status of their call.
While working on a task, users may consult a knowledge library that contains frequently asked questions and answers, contact details and other helpful information.
Each user is greeted with a prioritised tasklist when they log into the system.
When a case is closed another SMS notifies the customer.
The system is EASY to use and provides
everything you need to manage cases in a call centre!
Please contact us if you'd like to login with a FREE demo account to evaluate the system.
