Timebase Complaints Management

Never lose an issue/service request in the organisation through tracking and recording of all requests through all stages of response.

All issues are date-stamped at time of resolution or escalation for internal management and for external auditing of service success rates.

The person working on the complaint is always visible as are any later participants or managers as the request is moved through the authority ensuring the ownership and accountability over requests as they progress.

Capture and track every interaction with every Customer, Complainant, Stakeholder and Team Manager regardless of customer touch point or channel of communication.

Maintains a complete case history with instant access to all previous issues and customer interactions. 

The following Workflows are included and have been designed according to the government guidlines for each. Each workflow can be modified to the exact way you work:

• Adult & Community Services Statutory Complaints Procedure (ACS)
• Children and Young People Statutory Complaints Procedure (CYP)
• The Mental Capacity Act Deprivation of Liberty safeguards (MCA DOL)
• Corporate Complaints (CRP)
• Compliments, Comments and Concerns

Automatic identification of trends regarding comments and concerns to stop them going unnoticed.

Manages the complete process from assessment of the incoming complaint through stages 1,2 3 and 4 to completion.

Sets up rules to automatically escalate complaints if not closed within certain time period.

Receive notifications automatically when complaints are not resolved within a certain amount of time.

Receive notification instantly through email, web browser, phone etc. 

Assign, schedule and track phone calls and meetings and view records of previous meetings.

Send emails (plain text or HTML) and attachments and record communication for future reference.

Attach documents - white papers, quotes, literature from the document Library.

Full document and document template library.

Documents can be linked to customers, complainants, stakeholders, team managers, complaints and knowledge management profiles.

Monitor time between stages, view and measure call turn around time and understand what is taking longer to resolve and why - all reports fully editable by trained users.

View and measure call turn around time and understand what is taking longer to resolve and why.

View complaints by category, outstanding and unresolved issues.

Full graphical reports for weekly, monthly and quarterly management meetings.

Share customer information internally or externally to allow customers and partners to resolve their own issues.

Build a library of solutions to common customer issues to help the complaints management team resolve issues faster.

Reduce the number of cases moving to the next stage by being sure that all criteria has been met.

Complete Email, Calendaring, Task and Contact integration with Microsoft Outlook, Lotus Notes & Novell GroupWise.

Timebase's modules will work standalone or with any other combination of the Timebase modules we offer.

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