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.


Qualitone Software Solutions, PO Box 9754, Centurion, SA, Phone Int + 2783 959 0911
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