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HR managers can get more out of their team with Workpro

by Lynne Campbell | Posted in HR Case Management software system | 24 August 2017

A dedicated HR employee relations management system can help ease the burden of a busy HR team.

HR managers can get more out of their team with Workpro
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Hands on HR managers keep a grip on caseload.

by Lynne Campbell | Posted in HR Case Management software system | 10 August 2017

It’s challenging trying to handle complex HR casework at the best of times, and even more so if you are having to make do with ad hoc systems, such as spreadsheets.

Hands on HR managers keep a grip on caseload.
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Don’t fear customer complaints

by Lynne Campbell | Posted in Complaints management solutions | 20 July 2017

Organisations that embrace complaints have the opportunity to improve their systems and processes and restore goodwill with their customers - they provide the essential feedback we need.

Don’t fear customer complaints
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The Ombudsman's Nightmare

by Lynne Campbell | Posted in Complaints management solutions | 18 July 2017

The secret to dealing with difficult complainants is in having robust and transparent complaint handling systems and processes, according to Amy Fish of Concordia University.

The Ombudsman's Nightmare
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Trust is 'vital' in effective complaint handling

by Lynne Campbell | Posted in Complaints management solutions | 6 June 2017

Ontario Ombudsman Paul Dubé stressed the importance of a fair and credible complaints handling process during his keynote speech at the recent 2017 Forum of Canadian Ombudsman Conference in Canada.  

Trust is 'vital' in effective complaint handling
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Customer complaints on increase in Scotland

by Lynne Campbell | Posted in Complaints management solutions | 2 June 2017

Scottish businesses need to take action to deal with customer complaints, says a report.

The latest data published by Ombudsman services, an independent provider of complaint resolution services, found that there has been an increase of 4 per cent in customer complaints in businesses across Scotland.

Customer complaints on increase in Scotland
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Learn from your mistakes in complaint handling

by Lynne Campbell | Posted in Complaints management solutions | 5 April 2017

Companies who invest in complaints handling systems and software have an opportunity to learn from their mistakes, reduce risk and improve customer satisfaction.

Learn from your mistakes in complaint handling
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Workpro Complaints Overview

by Lynne Campbell | Posted in Complaints management solutions | 21 March 2017

This short video introduces Workpro software for complaints management.  It gives an overview of the main features and benefits, with some short product video clips to whet your appetite!

Workpro Complaints Overview
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Workpro helps HR to take the sweat out of the small stuff ... and the big stuff

by Lynne Campbell | Posted in HR Case Management software system | 23 February 2017

As a busy HR manager you know that you can’t rely on ad hoc systems, such as using spreadsheets to record your Employee Relations casework - the consequences of ‘dropping the ball’ are just far to great and it’s probably causing you stress.

Workpro helps HR to take the sweat out of the small stuff ... and the big stuff
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Complaint handling: Spreadsheets aren’t good enough!

by Lynne Campbell | Posted in Complaints management solutions | 9 February 2017

Relying on spreadsheets or your CRM to handle complaints management could soon end up causing you additional stress and costing you time and money! We give our top five reasons why we believe that you should consider the benefits of dedicated complaint handling software.

Complaint handling: Spreadsheets aren’t good enough!
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Customer complaints: dealing with repeat complainants

by Lynne Campbell | Posted in Complaints management solutions | 24 January 2017

Persistent customer complaints can be the most difficult for organisations to handle effectively and it’s easy for emotions to run high; whether it’s multiple complaints about one issue or repeated frustration from one particular customer.

The complaint handling experts at Workpro have put together these top 5 tips to help you maintain control, reduce frustration and handle repeat customer complaints more effectively.

 

Customer complaints: dealing with repeat complainants
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Technology is easing the burden of HR casework management

by Lynne Campbell | Posted in HR Case Management software system | 8 December 2016

The New Year will see an increase in spending on cloud-based Human Capital Management (HCM) technology in the workplace, according to a report. We consider how advances in technology are helping deliver efficiencies in HR  case management.

Technology is easing the burden of HR casework management
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HR case management software can help busy HR teams to save time, money and reduce stress

by Lynne Campbell | Posted in HR Case Management software system | 30 November 2016

HR departments like yours could be saving time and money by using technology to help increase efficiencies with your HR case management.

We know that HR professionals like you are already stretched and stressed with having to deal with a varied and unpredictable workload and you might not realise that HR case management software can help you deliver efficiencies and reduce the potential for cost escalation and risk.

HR case management software can help busy HR teams to save time, money and reduce stress
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How much are complaints costing your business?

by Lynne Campbell | Posted in Complaints management solutions | 24 November 2016

Business leaders that tackle customer complaints and implement a good complaints management system will boost customer retention and save costs.

There is no doubt that there are some costs associated with implementing a good complaints management system into your organisation, but you may be unaware of the harm and greater costs that poor complaints handling is causing to your business.?

How much are complaints costing your business?
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How the Local Government Ombudsman met a 37% budget cut and thrived.

by Lynne Campbell | Posted in Complaints management solutions | 16 November 2016

Faced with a budget cut of 37%, the Local Government Ombudsman (LGO) implemented a radical business transformation project, which combined significant culture change with simplified, streamlined ways of working.

A key part of the organisational revamp was updating their Workpro case management system to match and support their redesigned business processes.

How the Local Government Ombudsman met a 37% budget cut and thrived.
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New Office...more staff. The Workpro team is growing!

by Lynne Campbell | Posted in General | 20 October 2016

CAS is delighted to welcome our two latest recruits to the Workpro Business Analyst team, Carol Flynn and Alexander (Sander) Bowie.  

In their roles as Workpro Implementation Specialists, Carol and Sander’s main priorities are tailoring our Workpro case management system for clients, as well as customer support.

New Office...more staff. The Workpro team is growing!
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We have moved office!

by Lynne Campbell | Posted in General | 5 October 2016

CAS Ltd, developer of Workpro complaints and case management software, has moved office.

We are still based on the lovely Heriot-Watt University campus in Edinburgh, but our address has changed from 10th October 2016. Our email addresses and telephone numbers remain the same.

 

We have moved office!
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Yellow lines, red tape and poor complaint handling

by Ken Naismith | Posted in Complaints management solutions | 31 August 2016

Just how far do companies allow things to go with a complaint, irritating a customer? And what impact does this have on caring team members?

CAS Chief Executive Ken Naismith has been giving this some thought after he found himself embroiled in his own real-life example of a badly-handled complaint.

Yellow lines, red tape and poor complaint handling
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Healthy trade between Scotland and Canada

by Lynne Campbell | Posted in Complaints management solutions | 11 August 2016

Ontario’s first Patient Ombudsman came into effect on July 1st 2016.

A robust procurement exercise led to the selection of Workpro case management software from Edinburgh-based Computer Application Services Ltd (CAS).

Healthy trade between Scotland and Canada
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CAS celebrates Employee Ownership Day with silver Investors in People accreditation

by Eskimo Commands | Posted in Employee Ownership | 28 June 2016

Computer Application Services (CAS) is delighted to have achieved the Silver Investors in People award in recognition of our excellent team engagement and management practice.  The award’s handover date to the team is 1st July, coinciding with Employee Ownership Day (EO Day) celebrations.

CAS celebrates Employee Ownership Day with silver Investors in People accreditation
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Deadline approaches for FCA new complaints handling rules – are you ready?

by Lynne Campbell | Posted in Complaints management systems for Financial Services | 21 June 2016

With just over a week remaining until the Financial Conduct Authority’s (FCA) new rules on customer complaint handling come into force, is your firm ready to comply?

Deadline approaches for FCA new complaints handling rules – are you ready?
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£18m is the tip of the cost iceberg from 1 million complaints

by Ken Naismith | Posted in Complaints management solutions | 17 May 2016

It's a big headline number. A payment of £18m in consumer redress was imposed on Scottish Power following an investigation by regulator Ofgem into poor customer service and complaints handling. Problems which led to more than 1 million complaints within 18 months.

But the true cost goes beyond the compensation payments. Might it look something like this?...

£18m is the tip of the cost iceberg from 1 million complaints
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A small team can make big demands on affordable case management software

by Lynne Campbell | Posted in Complaints management solutions | 7 April 2016

“Teams of all sizes can individually benefit from the collective experience, and cumulative spend, of the Ombudsman community”

If you are one of the “big players”, there are a number of systems available to support your case management – the bigger the budget, the wider the choice.  But finding affordable software for smaller casework teams can be something of a challenge.  Indeed schemes of all sizes have to ensure that their case management system is giving them value for money.

 

A small team can make big demands on affordable case management software
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Brightside looks for the upside in customer complaints

by Ken Naismith | Posted in Complaints management systems for Financial Services | 5 April 2016

Brightside Group aim to ensure the best possible experience for customers, whatever the issue. CAS Ltd is delighted to announce they have selected our Workpro complaints management software to underpin this.

Brightside looks for the upside in customer complaints
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The FCA definition of complaints – a critical complaints management debate

by Lynne Campbell | Posted in Complaints management systems for Financial Services | 24 March 2016

The 15th Annual Complaints Management Forum for Financial Services took place in London last week (16-17 March 2016). CAS was there, exhibiting our WorkproFS system, Workpro complaints management software for Financial Services.

The FCA definition of complaints – a critical complaints management debate
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FCA complaint reporting rules changes prompt software search by Savills

by Ken Naismith | Posted in Complaints management systems for Financial Services | 2 March 2016

Even good companies get complaints – the best learn from them. Savills Letting division has chosen Workpro case management software to make sure that all feedback is recorded, actioned and learned from.

FCA complaint reporting rules changes prompt software search by Savills
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Forum offers opportunity to perfect financial services complaints handling knowledge

by Lynne Campbell | Posted in Complaints management systems for Financial Services | 18 February 2016

The rules, regulations and trends surrounding financial services complaints change rapidly and it is crucial for those working in this field to keep up to date.

Next month the 15th Annual Financial Services Complaints Management Forum will offer an unrivalled opportunity to get up to speed and hear from experts.

Forum offers opportunity to perfect financial services complaints handling knowledge
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Skipton chooses Workpro software in readiness to comply with FCA reporting rule changes

by Eskimo Commands | Posted in Complaints management systems for Financial Services | 11 February 2016

Computer Application Services (CAS) welcomes Skipton Financial Services (SFS) as the latest customer to choose Workpro complaints management software. 

Skipton chooses Workpro software in readiness to comply with FCA reporting rule changes
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Ombudsmen show complaints-handling expertise in addressing online critics

by Eskimo Commands | Posted in Complaints management solutions | 4 February 2016

Ombudsman schemes - so used to dealing with complaints about other organisations - are facing a new challenge, the phenomenon of online critics.

Ombudsmen show complaints-handling expertise in addressing online critics
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Financial Services Complaint Management Forum 2016

by Lynne Campbell | Posted in Complaints management systems for Financial Services | 14 January 2016

Workpro will be exhibiting at the 15th Annual Financial Services Complaints Management Forum to be held 16-17 March 2016 in London.

Come and join us! As a conference sponsor we are pleased to be able to offer a 30% discount off the conference delegate rate. Please quote discount code FKM63336WP when you register to claim your discount. Event website: click here

Financial Services Complaint Management Forum 2016
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CAS staff praised by customers in satisfaction survey

by Eskimo Commands | Posted in General | 13 January 2016

The staff at Computer Application Services have received glowing praise in a customer satisfaction survey carried out about the company.

100% of customers who responded to the survey rated CAS staff as professional, with 88% describing them as friendly and helpful.

CAS staff praised by customers in satisfaction survey
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“Wall of silence” is not a good complaints handling technique

by | Posted in Complaints management solutions | 15 December 2015

Health service ombudsman Julie Mellor has described the NHS in England as responding to concerns and complaints with a "wall of silence". Her powerful criticism came as a new report was published into the quality of NHS complaints investigations.

“Wall of silence” is not a good complaints handling technique
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EU data protection rules add tough new case management obligations

by Eskimo Commands | Posted in Technical Updates | 11 November 2015

Did you know the biggest change to data protection rules for 20 years is imminent? The new laws will set in place robust new standards that must be followed by any organisation dealing with personal data.

EU data protection rules add tough new case management obligations
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Complaint handling: avoid spending more than a penny

by Eskimo Commands | Posted in Complaints management solutions | 8 October 2015

Complaints are inevitable at some point for most organisations; it is how they are dealt with that matters. A swift response is crucial, not just for keeping the customer happy but also to keep costs down.

Complaint handling:  avoid spending more than a penny
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New Complaints Handling Standard Published

by Eskimo Commands | Posted in Complaints management solutions | 10 September 2015

Long gone are the days when complaints had to be made by writing a letter and sending it in the post. Now there are so many ways for unhappy customers to make their views known, including social media, with the frightening possibility that a complaint can be seen by hundreds or even thousands of people. It is a potential minefield for a company's reputation. Thankfully there is new help available from BSI to make it easier for organisations to negotiate the tricky complaints handling process.

New Complaints Handling Standard Published
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CAS Shares Employee Ownership Experience

by Eskimo Commands | Posted in Employee Ownership | 7 September 2015

Business leaders attended an event in Edinburgh last week to hear about Computer Application Service's journey to Employee Ownership.

CAS Shares Employee Ownership Experience
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Assessing NHS Complaint Handling. It's All In The Name...WellHandled

by Ken Naismith | Posted in Complaints management solutions | 1 September 2015

Well handled complaints really are crucial in the NHS. This has become even clearer to us at Workpro after we had a fascinating meeting with a specialist feedback and complaints consultancy service that has a particularly appropriate name: WellHandled.

Assessing NHS Complaint Handling. It's All In The Name...WellHandled
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The Human Cost of Poor Complaints Handling

by Eskimo Commands | Posted in Complaints management solutions | 26 August 2015

The devastating impact on families and loved ones of poor complaints handling by health and care providers is highlighted in a new report. It suggests there is considerable room for improvement.

The Human Cost of Poor Complaints Handling
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Our commitment to Workpro data security - Cyber Essentials certification

by Lynne Campbell | Posted in General | 28 July 2015

CAS has been awarded Cyber Essentials certification for our Workpro solution, as part of our commitment to the highest levels of security in client data handling.

Our commitment to Workpro data security - Cyber Essentials certification
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Employee Ownership is better for many firms

by Eskimo Commands | Posted in Employee Ownership | 17 June 2015

Our CEO Ken Naismith was recently interviewed by The Scotsman’s Kristy Dorsey on our company’s journey and move to Employee Ownership.

Employee Ownership is better for many firms
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The Complaints Handling Process- a recent experience!

by Lynne Campbell | Posted in Complaints management solutions | 10 June 2015

Ofcom has revealed the latest figures for the best and worst customer complaints for landline and broadband service, with EE receiving the most complaints. However, data for the nine months to Dec 2014 showed a continuing decline in total volume of complaints overall. This led me to wonder - are services getting better? Are customers becoming less likely to complain (contrary to what general trends would suggest)? Or is another factor at work?

The Complaints Handling Process- a recent experience!
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HR Case Management in an orderly fashion

by Ken Naismith | Posted in HR Case Management software system | 20 May 2015

Imagine a place where all the documents associated with an HR case stood in orderly fashion until you wanted to refer to them, and  no its not a filing cabinet! 

HR Case Management in an orderly fashion
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Post-election blues (and yellows): HR case management implications

by Lynne Campbell | Posted in HR Case Management software system | 13 May 2015

Now the polling stations have closed their doors, we take a look at what the changes may mean for busy HR teams and daily life at their organisations.

Post-election blues (and yellows): HR case management implications
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Stop struggling with HR casework management? Workpro to the rescue!

by Lynne Campbell | Posted in HR Case Management software system | 7 May 2015

Picture the scene. You are a small HR team in a big company. You have thousands of staff requests to deal with. The phones are ringing off the hook, your inbox is about to burst and you really want to at least try to get out of the office by 6pm tonight.

Stop struggling with HR casework management? Workpro to the rescue!
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Workpro complaints management software is on cloud nine (well, G Cloud 6)

by Lynne Campbell | Posted in Complaints management solutions | 6 May 2015

CAS is pleased to announce that our core case and complaints management system Workpro has been awarded a place on the latest UK Government G-Cloud 6 framework agreement.

Workpro complaints management software is on cloud nine (well, G Cloud 6)
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5 Tips for Integrating your Website with your Complaints Management System

by Lynne Campbell | Posted in Complaints management solutions | 2 April 2015

Certain considerations come up every time we discuss website integration with Workpro case management software clients so our Business Relationship Manager has created a summary list as a useful starting point for your own website integration project.

5 Tips for Integrating your Website with your Complaints Management System
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The New Standard for Managing Complaints

by Lynne Campbell | Posted in Complaints management solutions | 1 April 2015

Hands up, be honest, who knew that there was a British Standard for the management of customer complaints?

The most recent standard in this area (ISO 10002) was published several years ago and we believe, with so many organisations being penalised for badly handling complaints, it is high time for a new standard in this area. Best practice, as well as the technologies available to support it, have moved on considerably.

So timing couldn’t be better for BSI’s forthcoming publication of an up-to-date standard....

The New Standard for Managing Complaints
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Revised NHS Complaints Procedure

by Lynne Campbell | Posted in Complaints management solutions | 3 March 2015

The Scottish Government is proposing changes to the NHS procedure for handling complaints. Key NHS stakeholders in Scotland were notified of this in writing on the 28th January 2015 (see SPSO News dated 18th February 2015).

Revised NHS Complaints Procedure
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Should Finance firms need to report on all complaints?

by Ken Naismith | Posted in Complaints management systems for Financial Services | 25 February 2015

Finance and Insurance sector readers will be aware of the next business day rule.  Clear up a complaint within one business day and it does not need to be reported to the FCA (Financial Conduct Authority).  The current FCA consultation on improving complaints handling proposes that the “window” on less formal front line resolution should be widened to 3 days, along with the suggestion that all complaints should be reported to the FCA in future.

But is it really necessary to log and report every complaint?

 

 

Should Finance firms need to report on all complaints?
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Complaints Managers Save and Shine!

by Ken Naismith | Posted in Complaints management solutions | 19 February 2015

It's hardly the headline you'd expect to see in professional publications - more like an ad for a wonder spray that's on special offer.  Workpro complaint management software is not quite a magic wand, but organisations are invited to save a whole lot of time and trouble while they return the shine to a tarnished reputation by bearing in mind a simple rule...

Complaints Managers Save and Shine!
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How to grow a technology business…

by Lynne Campbell | Posted in Employee Ownership | 12 February 2015

…CAS celebrates one year as an employee owned business

How to grow a technology business…
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Alternative Dispute Resolution makes us all do...

by Ken Naismith | Posted in Complaints management solutions | 5 February 2015

...what the best organisations have been doing for years.

Alternative Dispute Resolution makes us all do...
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Legal Complaints handling guide: A smaller solution

by Lynne Campbell | Posted in Complaints management solutions | 22 January 2015

The legal profession is putting its weight behind the importance of good complaint handling. Increasingly organisations are required to demonstrate that clients can easily and constructively complain and achieve resolution without the need for costly legal action.

Legal Complaints handling guide: A smaller solution
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Equate Scotland

by Lynne Campbell | Posted in General | 22 December 2014

We are delighted to be mentioned in a recent article by Equate Scotland about their Careerwise Placement Scheme. This was the first year Equate launched their new work placement scheme specifically for women studying a STEM (science, technology, engineering or maths) subject at University.

Equate Scotland
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Complaints Myths and our Busts!

by Lynne Campbell | Posted in Complaints management solutions | 4 December 2014

Our five busts to some of the most common complaints handling myths...

Complaints Myths and our Busts!
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Making Financial Complaints Reporting Less Painful

by Lynne Campbell | Posted in Complaints management systems for Financial Services | 27 November 2014

UK Financial Services firms have to provide the Financial Conduct Authority (FCA) with data on complaints received every 6 months, which the FCA then publish for all to see. How can a good complaints management process help financial firms with this somewhat painful requirement?

Making Financial Complaints Reporting Less Painful
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by Ken Naismith | Posted in Complaints management solutions | 27 November 2014

Speaking at a recent complaint handling seminar in London, one of our customers made a very valid point; there's a big difference between a person being outraged about something that doesn't suit them, and an outrage being committed against them.

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EOA- Annual Conference 2014

by Lynne Campbell | Posted in Employee Ownership | 20 November 2014

This week our Business Analyst Team Manager, Simon Harbisher, headed down to Nottingham to represent CAS at the Employee Ownership Annual Conference. Simon is currently the elected Employee Benefit Trust Director.

EOA- Annual Conference 2014
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by Lynne Campbell | Posted in Complaints management solutions | 30 October 2014

Traditionally, if a customer received a bad experience from a product or service, they would go and tell their close friends and family. Perhaps no more than a handful of people would hear about it.

Now, with the power of social media, a customer can vent about their experience immediately and to an incredibly large audience.

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by Lynne Campbell | Posted in Complaints management solutions | 21 October 2014

Handling complaints is possibly the most important aspect of customer relations - so why do we fear them so much? A badly managed complaint can lose your business valuable time, resources and customers, and as businesses we often fear them. Do not worry we are here to help!

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Employee Ownership- The Journey so far!

by Lynne Campbell | Posted in Employee Ownership | 16 October 2014

At the start of 2014 CAS and Workpro  team made the bold move into employee ownership, led by our CEO Ken Naismith.

Why did we make this move? What were the benefits for us, and most importantly, what are the benefits for our customers?

Employee Ownership- The Journey so far!
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by Lynne Campbell | Posted in Complaints management solutions | 8 October 2014

When it comes to complaints, persistent complaints can be the most difficult to deal with; whether it is dozens of complaints about one issue or repeated frustration from one particular customer. Now that it is easy and quick for customers to complain, you might even find the same complaint coming in through several different outlets. Here are our top tips for dealing with repeat complaints…

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by Lynne Campbell | Posted in Complaints management solutions | 25 September 2014

Ever thought that your complaints can be handled more effectively, or had a further complaint due to a poorly managed existing complaint? Having a complaints management system to collate and collect these issues has many advantages…

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by Ken Naismith | Posted in Complaints management solutions | 27 July 2014

Faced with a complaint (and even the best organisation gets them) an organisation not only has the potential cost of putting the situation right (such as compensating the ill-served), but risks big fines for poor complaints handling, for the lack of a good system itself. Homeserve  were fined £30.6m by the FCA * earlier this year for poor complaints handling. Complaints handling at Npower  is currently under investigation from Ofgem

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by Ken Naismith | Posted in Complaints management solutions | 4 June 2014

It used to be said that UK citizens were poor at complaining.  Picture a restaurant scene - diners discussing how disappointing the meal is, yet when the waiter asks how everything is, "Fine thanks" comes the grimacing chorus. 

If you work in front line services you'll have realised that Britain its finding its voice (and not just for talent shows).  Not only more willing to complain, we have latched on to the US compensation culture which, until recently, was so derided elsewhere. 

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by Ken Naismith | Posted in Complaints management solutions | 28 May 2014

As a supplier of complaint management software to several UK and Irish Ombudsman and Commissioner schemes, I had the opportunity to attend the Ombudsman Association’s  annual conference earlier this month (15-16 May, 2014). I was struck by the Ombudsman community’s concern to ensure they are visible and accessible to the people who need them, and how important it is for suppliers like ourselves to ensure our software supports them in that goal.

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by Lynne Campbell | Posted in Complaints management solutions | 7 May 2014

At CAS, our mission is to minimise the impact of complaints while maximising the opportunities they afford.

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by Lynne Campbell | Posted in Complaints management solutions | 27 March 2014

Consumer group Which? recently launched a campaign designed to make sure that public service organisations take action when people complain about the services they have received.

It’s just the latest in a series of moves to empower the consumers of both public and private services – and in our view it is a positive move. Why? Because at the end of the day effective complaints systems not only benefit the people complaining but also the organisations complained against.

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by Lynne Campbell | Posted in Complaints management solutions | 13 February 2014

My last blog post was about the cost of complaints. But what about the non-financial costs of complaints? Or to put it another way: the benefits of complaints.

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by Lynne Campbell | Posted in Complaints management solutions | 4 December 2013
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7 days ago

Help staff learn from, rather than fear, complaints #complainthandling #goodprocess https://t.co/gr1tfk00Cv #qmu

- Lynn Campbell @WorkproUK
7 days ago

Come and join our friendly team! https://t.co/jnHlaYoQXy

- Lynn Campbell @WorkproUK
14 days ago

Earlier dispute resolution results in more issues being positively resolved before they have a chance to escalate… https://t.co/80HbNUJwEn

- Lynn Campbell @WorkproUK
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