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 4. Civica Complaints Management - Powered by iCasework

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COMPLAINTS AND FEEDBACK MANAGEMENT

Manage customer feedback more efficiently with reliable cloud software

Request a call back


CLOUD, CONFIGURABLE AND EASY TO USE

Managing customer feedback and complaints and grievances efficiently is vital
for organisations to help protect reputation and maintain and improve service
quality. Civica Complaints Management software, powered by iCasework, the
award-winning cloud platform, helps teams track and manage responses from the
entire enterprise network.

Download datasheet


RECENT CLIENT PROJECTS

Previous

Case Study

19th June 2023

Collinson upgrades user travel experiences
Read more

Case Study

6th April 2023

Civica helps Admiral Insurance Cut Complaint Administration Time
Read more

Case Study

5th September 2022

Tesco Bank financial complaint handling case management
Read more

Case Study

21st July 2022

NHBC streamlines complaint handling solution
Read more

Case Study

27th November 2023

Benenden Health delivers a smooth customer experience
Read more

Case Study

6th July 2023

1st Central driven to provide car insurance excellence
Read more

Case Study

19th June 2023

Collinson upgrades user travel experiences
Read more

Case Study

6th April 2023

Civica helps Admiral Insurance Cut Complaint Administration Time
Read more

Case Study

5th September 2022

Tesco Bank financial complaint handling case management
Read more

Case Study

21st July 2022

NHBC streamlines complaint handling solution
Read more

Case Study

27th November 2023

Benenden Health delivers a smooth customer experience
Read more

Case Study

6th July 2023

1st Central driven to provide car insurance excellence
Read more

Case Study

19th June 2023

Collinson upgrades user travel experiences
Read more

Case Study

6th April 2023

Civica helps Admiral Insurance Cut Complaint Administration Time
Read more

Case Study

5th September 2022

Tesco Bank financial complaint handling case management
Read more

Case Study

21st July 2022

NHBC streamlines complaint handling solution
Read more
Next


WHY CHOOSE CIVICA COMPLAINTS MANAGEMENT?

Responsive - Capture, manage, respond to and report on feedback from across your
business network

Efficient - Easy to use tools and intuitive workflows require minimal training

Highly configurable - Highly flexible low-code / no-code workflow tools allow
rapid implementation and updating

Cloud-based - Delivered as a cloud-based, secure, scalable, and high-performance
SaaS solution


SECTORS WE SERVE

 * Financial
 * Insurance
 * Utilities
 * Travel and Transport
 * Education
 * Property
 * Retail
 * Health and Care
 * Local Public Services


DOWNLOAD OUR RESOURCES

Discover how Civica Case Management can help you improve how to manage
complaints and feedback.

Download resources


25+ years

of complaints management experience

200+

customers worldwide

6m+

cases processed every year


DOWNLOAD OUR BROCHURE

Discover how Civica Case Management can improve how you manage cases, feedback
and complaints

Download brochure


DUNCAN FORD,

TECHNICAL PROJECTS OFFICER,

SOUTHWARK COUNCIL

Over the last 10 years the volume of complaints has doubled, however we are able
to provide the same quality performance with fewer staff, thanks to Civica’s
Case Management software and support for our dedicated users


KEY FEATURES

Regulatory Compliance

The era of light touch regulation has come to an end and there is now a much
more robust regulatory environment, either in meeting compliance requirements or
voluntary codes of practice for complaint handling.

Civica Complaints Management delivers solutions that ease the process of
maintaining compliance with these regulatory rules and codes of practice.

Find out more

Capture Cases

From whichever channel your cases originate, you need to centralise and put them
all in one place, from multiple streams such as telephone, email, webforms and
social media in a uniform format.

Find out more

Manage Cases

Everything you need to take control and stay on top of your organisation's
caseload, enabling case handlers to work collaboratively, efficiently and
effectively.

Find out more

Correspondence

Correspondence management and automation makes for easier processing while
freeing case handlers from time-consuming repetitive tasks, letting them get on
with what's important.

Find out more

Integration

Complaints management is not a standalone process, which operates in isolation
from the rest of your organisation. Our smart complaint management solution
exchanges data freely and easily as required with other applications.
Development options include allowing you to implement self-service portals to
let stakeholders efficiently manage casework online.

Find out more

Easy to Configure

Wizard-based configuration makes it easy to configure the system to your way of
working - define service structure, control access, update drop-down list
values, add online help for case handlers, set time limits and targets, and
much, much more.

Find out more

Analysis and Reporting

Identify problem areas easily with automated delivery of library and custom
reports and real-time keyword alerts that put the information you need at your
fingertips.

Find out more

Learning and Improvement

Whether it is the desire for compliance or understanding how to improve products
and services, your organisation obtains all the knowledge and reporting it needs
to meet regulatory requirements and raise standards.

Find out more

Rapid Implementation

Civica Complaints Management utilises our 25 years of experience onboarding new
organisations and benefits from a cloud-based SaaS solution to implement and
engage users rapidly. Our methodology is based on three core concepts:
Integrated Configuration, Productive Listening and Comprehensive Testing.

Find out more


YOU MAY ALSO BE INTERESTED IN

DATA PRIVACY

Workflows that help manage data protection rights.

Find out more

EMPLOYEE RELATIONS

Capture employee cases from around your business.

Find out more

LEGAL & RECORDS

Providing legal insight and managing efficient processes.

Find out more


LATEST INSIGHTS

INNOVATE AND GAIN A COMPETITIVE EDGE

Customer feedback, good and bad, could be the key to your next innovation

Find out more

THE COMPLETE CASE MANAGEMENT PACKAGE

Read our brochure to find out how to streamline case management processes.

Find out more


REQUEST A CALL BACK

First Name
Last Name
Business Email Address
Business Phone (optional)
Job Title
Organisation Name
Organisation's Postcode (optional)
Professional Service(s) of interest (optional)
Training
Optimisation
Compliance
Other (Specify in comments)

 

What would you like to discuss with Civica? (optional)
address1



 

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respond to your enquiry and to email you further related marketing
communications from Civica. You can read our full privacy notice here.


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CIVICA

We make software that helps deliver critical services for citizens all around
the world. Over 5,000 public bodies across the globe use our software to help
over 100 million citizens.

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