Launch of On-demand Enterprise Complaints Management System - UsefulFeedback!

By Icasework, PRNE
Monday, January 17, 2011

UsefulFeedback!, the On-Demand Complaints Management System, has Been Launched by iCasework With a Wide Range of Industry Specific Templates That Enable Multi-Channel Capture, Management and Root Cause Analysis of Complaints and Informal Feedback

LONDON, January 18, 2011 - iCasework, the case management system providers, has launched
UsefulFeedback!, the on-demand Complaints
Management ( system designed to help
organisations when dealing with customer complaints ( The system is launched with a
wide range of pre-configured industry-specific versions, available for both
public and private sector organisations.

UsefulFeedback! is an on-line solution that manages the receipt,
allocation and suitable response for complaints and informal feedback
received across the business. The software is designed to automate this
interaction and engagement process across all enterprise channels including
frontline employees, the customer service team and the wider business network
of external service providers, distributors and suppliers, as well as
monitoring and managing comments and complaints on social media sites and
providing clear root cause analysis ( across the business.

Hans Grefte, Product Development Director at iCasework, comments,
"UsefulFeedback! is deployed as an on-demand, web-accessible solution, which
brings with it the low costs and low risks that cannot be delivered in a
standard on-premise deployment. By making our system available on-demand, we
are able to provide all the functionality, scalability and security required
of an enterprise-level system, yet without the usual high costs or the need
for technical specialist knowledge or skills and, unlike similar systems,
minus any upfront licence fees. All that is required of the customer is web
access and they can have their own complaints system up and running

Central to the success of UsefulFeedback! is the wide range of
industry-specific templates that have been developed to help businesses be
compliant with their sector's particular regulations, legislation and
commercial needs. Currently there are more than 45 different industry
templates available on-demand for complaints management.

Grefte continues, "We recognise the differences inherent in various
industries, both in terms of the nature and quantity of their complaints, but
also in terms of their compliance and root cause analysis needs. Many sectors
are stringently regulated by industry legislation and evidence of compliance
is strictly required for fear of heavy penalties and fines. As a result we
have developed, based upon 12 years of heavy involvement in the complaints
management sector, a series of on-demand tailored solutions that can provide
root cause analysis for industries as varied as local government, retail,
financial services, utilities, telecoms, manufacturing and housing as well as
recently regulated sectors such as legal services and care homes, with each
solution reflecting the precise individual complaints management needs of the
sector when dealing with customer complaints."

When dealing with customer complaints, UsefulFeedback! is able to cater
for the diverse workflows required across different departments within an
organisation, even external service providers, and enables each area to
capture and resolve issues at the first point of contact, or alternatively
assign the complaint to the appropriate team or individual for processing and
management. The complaints management software also monitors social media
interaction, enabling the user to assess, analyse and respond appropriately
to comments posted on social media sites. As the complaint information is
stored centrally, UsefulFeedback!'s automated reporting, which is supported
by threshold alerts that highlight areas of concern, can provide management
with consistent and accurate data delivering clear root cause analysis across
departments, external service providers and the entire organisation.

Ann Ho, Customer Feedback Manager from Liverpool City Council, concludes,
"iCasework has been great for Liverpool City Council, it's a powerful piece
of complaints management software that has enabled us to improve the way we
are dealing with customer complaints across the organisation. Now anyone from
the frontline to the back office is able to quickly and easily manage
concerns, with the information also feeding the organisational learning
process. It's certainly made our life easier."

For more information on UsefulFeedback! complaints management software
please visit or to access the industry specific
free trials please visit

About iCasework Ltd

iCasework Ltd is a UK based organisation that has been implementing case
management systems since 1998. Our experience is gained from developing case
management solutions for both private and public sector clients across a
variety of countries and industry sectors. Our dedicated focus on this
technology has enabled us to develop solutions that are specific to your
industry needs and business challenges, with a particular focus on adhering
to specific regulations and compliance requirements.

About UsefulFeedback!

UsefulFeedback! is a complaints management software suite within the
wider iCasework product portfolio and is the on-line solution for dealing
with customer complaints and informal feedback as well as providing clear
root cause analysis. Available as an on-demand (SaaS) or on-site solution,
UsefulFeedback! has a wide-range of industry specific templates that are
built around each sector's commercial and regulatory needs and enables
organisations of any size, in any geography to manage and report on
complaints, compliments, suggestions and queries across the entire business
network. The result is improved service levels, efficient processes and an
enhanced customer experience.

    Rachel Edwards
    Amy Hopkins

Rachel Edwards, iCasework, +44(0)1707-898164, Amy Hopkins, itpr, +44(0)1932-578-800

will not be displayed