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icon Automated, accurate FCA reporting – to ease your workload and protect your reputation.

Financial services complaint management software

Automated, accurate FCA reporting – to ease your workload and protect your reputation.

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Treat your customers fairly, every time – with a system which handles and records each complaint to the highest standards demanded by the FCA.

Overview

Workpro automates your reporting – mapping your product and case categories to the precise FCA terminology. But it goes much further, offering total visibility of every part of the complaints process, and the control you need to improve working practices.

Reduce the risk of poor complaint-handling

Workpro comes with FCA timescales and targets built-in. It includes all your mandatory correspondence templates, such as the FCA Summary Resolution Communication – this is automatically produced as part of the workflow. The same goes for reporting – your FCA DISP reports are generated with the click of a button.

Workpro is focused on customer care, offering a consistent, fair and transparent process. That includes processing data directly from a web form – as well as capturing and recording the complaints you resolve at the frontline.

Workload management and performance monitoring are addressed too, giving you complete oversight – and a clear process for learning from complaints.

Benefits at a glance

  • FCA DISP reporting
  • FCA targets and templates
  • Treat the customer fairly, every time
  • Improve productivity

Included as standard

  • Three-stage complaints workflow
  • FCA-compliant Targets and alerts
  • Templates for letters and emails, including SRC
  • Standard reports library including FCA DISP
  • GDPR-compliant data protection case types
  • All customisable and extendable

Key features

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Configurable workflow

Workpro is ready to adapt to almost any process.

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Chances are that Workpro will slot straight into your workflow, with almost no configuration. However, it’s ready to adapt to almost any need imaginable. You can make some changes yourselves, or ask us to support you.   

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Case capture

Everything in one place, from web forms to letters

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Everything is in one place, from emails and letters to web forms and social media. Your customer details are pulled in directly, completely avoiding keying errors and duplicate effort. This means managers can manage, while the system moves each case along.

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Alerts and reminders. FCA compliant.

Visually flag FCA targets, deadlines and progress.

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Workpro puts FCA targets and deadlines in front of your team, and at the heart of your process. Flag vulnerable customers. See which cases are sitting at green, amber or red. And instantly know if a deadline is looming. Plus, set alerts when tasks are assigned, to make sure they’re completed.

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Templates. FCA compliant.

Professional, high quality letter and email templates promote accuracy, consistency and productivity.

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Every case worker using the same high quality tools. Every letter or email personalised from a pre-approved outline – designed to make sure you stay compliant and your customers stay fully informed, e.g. Summary Resolution Communications.

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FCA reports and analysis

If it’s in Workpro, it can be analysed, instantly

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Choose from a library of powerful reports, including standard FCA reports. Write your own, or let us build one to precisely fit your needs – from trend analysis to ‘cases by category’. Automatically maps your terminology to FCA categorisations.

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Document management

Work directly in Word – or get a PDF detailing the entire case.

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Create and edit Word documents directly from Workpro, including full document auditing, filtering and searching. Need a summary of every document? Hit ‘Bundle PDF’. Workpro also integrates with Microsoft Outlook, including a choice of email domain.

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Performance monitoring

KPIs, team allocations, ‘done today’, ‘what’s next’ and much more.

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Everything is there: your performance against KPIs, your team allocations, your ‘done today’ and your ‘what’s next’. With complete visibility, you gain complete control. View it your way, or export every data point to Excel for the ultimate flexibility.

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Search

Search for anything, anywhere – including precedent cases.

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A phrase in a Word document. A name or number in a message. A keyword in a web form. Search for anything, and find the information you want – including links to exemplars and precedent cases. After all, why do something perfectly just once?

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Security and audit

Restrict who sees what. Track every action. Encrypt everything.

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Workpro is GDPR-compliant and so much more. Restrict precisely who sees exactly what. Track every action, from initial call through to deletions, additions and delegations. Protect everything in the system, encrypted at rest or in transit. 

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Case and task ownership

Named case workers, delegates tasks and detailed reporting.

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Set a named case worker for every case in your workflow, then assign manual and process-generated tasks to progress each case to conclusion. This is compliance and customer service in action – flagging up small issues before they become intractable problems.

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Admin tools

Manage Workpro yourself. Or simply ask us to do it for you.

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If you prefer, Workpro lets you manage your own lookup lists, KPIs, users, file management, templates and more – we’ll show you how. Or simply ask us to do it for you.

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System integration

Workpro’s powerful API is the route to process automation.

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Pull in payroll data, HR details or scanned documents. Integrate with your phone system, single sign-on or two-factor authentication. Workpro works alongside your existing systems using standard API tools. 

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Businesses using Workpro

Our customers all share a desire to offer the best possible customer service with the least amount of fuss.

Flexible installation to suit your business

Workpro is now available as Software as a Service or as an On-Premise installation. The choice is yours.

Installation options