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"Quite simply, c.Support is a high quality product. It allows us to operate an efficient service across a large group of people. It is also a source of valuable information in allowing us to monitor trends which means we can respond efficiently."
Debenhams, using c.Support "We looked at a variety of systems, and after a lot of consideration, Timebase Case Management was selected. We needed a service which is highly flexible, yet easy to use and Timebase Case Management met all those requirements. Additionally, as we have worked with Tricostar for many years, we were confident of the level of support and service they provide."
Paula Swan, Support Services Officer at Doncaster Metropolitan Borough Council. |
Timebase - Statutory Complaints Management for Children & Adult Services
Key Features:
Case Management
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.
Escalation & Notification
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.
Activities & Communications
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.
Document Management
Full document and document template library.
Documents can be linked to customers, complainants, stakeholders, team managers, complaints and knowledge management profiles.
Reporting
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.
Knowledge Management
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.
Complaint Tracking
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.
General Features
The only demonstrable Shared Service ready product.
100% web based - Accessible either from your local intranet, or remotely on a laptop or PC.
Fully integrated with Microsoft Outlook, Lotus Notes Calendaring and Mail and Novell Groupwise.
Fully integrated with Microsoft Word and Office products and all versions of Adobe Acrobat.
Full search facility down to word level; including saved search facility.
Granular Security down to field level. |
