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November 18, 2010

iCasework launches enterprise complaints management system ‘UsefulFeedback!’

On-demand (SaaS) or on-site offering for capturing, managing and reporting on complaints

By CBR Staff Writer

iCasework, a case management system provider, has launched UsefulFeedback! (, the complaints management software available for both public and private sector organisations as an on-demand (SaaS) or on-site offering for capturing, managing and reporting on complaints and informal feedback.

The new tool features a wide range of industry specific templates that enable multi-channel capture, management and analysis of complaints and informal feedback and 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, according to iCasework.

In addition, UsefulFeedback! monitors social media interaction, enabling the user to assess, analyse and respond appropriately to comments posted on social media sites.

iCasework Product Development director Hans Grefte said 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," Grefte said.

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"All that is required of the customer is web access and they can have their own complaints management system up and running immediately."

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