Workpro Complaints: Key Features (continued)
Progress
Automated workflow ensures that complaints progress through a consistent, efficient series of business processes.
Reminders and alerts prompt action by highlighting tasks to be carried out as deadlines approach.
Powerful search facility allows you to get at the information you need.
Audit trail. Key actions on every complaint are automatically recorded and data is categorised, improving control and management to meet organisational standards and regulatory compliance.
Workload management tools. Managers can monitor performance and manage workloads while staff can manage their caseloads efficiently.
Advanced security features limit access and protect sensitive data.
Knowledge management tools such as History and Precedent searching ensure past experience can be used to improve current complaint handling and ensure similar complaints do not re-occur.
Analyse
Standard or ad hoc reports enable effective analysis of management information to aid decision making and support continuous improvement.
Trend analysis allows organisations to learn the reasons behind complaints and rectify the root cause.
Support for industry standard reporting tools such as SQL Reporting Services, Crystal, Business Objects etc.
Improve
Monitoring. Workpro supports the monitoring of complainant satisfaction helping to improve customer satisfaction and increase customer retention.
Measurement. Workpro can also measure the consistency of decision making and improve the speed and consistent quality of communications.
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