Workpro Complaints Management System
Workpro Complaints Management System
About Workpro Complaints Management System
Workpro is a specialized case management software for customer complaints handling.
Workflow-based technology with advanced reporting features, it enables users to log, track and analyze all complaints. Users can collaborate effectively to resolve complaints well, while management gain invaluable performance, trend and root cause data for improvement initiatives.
A specialized version is available for FCA regulated firms. Information and data access requests (FOI, SAR etc.) can be managed in the same system.
Workpro comes pre-configured with a host of features ready to use “out of the box”. These standard tools deliver proven, good practice complaint management processes and are designed to get users up and running quickly.
Workpro is also extremely customizable and scalable. Optional Modules and Services can be added to systems at any time. Workpro can also integrate with other systems, e.g. CRM.
Key benefits of Workpro Complaints Management System
CONSISTENCY
• Everything in one place improves case coordination
and eliminates duplication.
• Built-in workflow steps ensure consistency and fairness in complaints resolution.
• Templates reduce errors, save time, and ensure professional correspondence.
• One source of the truth, enables colleagues to quickly
pick up cases and queries.
• Reliable data collection and meaningful categorization
feeds accurate reporting.
CONTROL
• Case status and team performance can be monitored
in real-time against targets.
• Clear visibility of who needs to do what, with alerts and reminders to prompt action.
• Dashboards highlight issues so that remedial action can be taken.
• Cases can be easily re-assigned due to staff absence,
for example.
• Spot trends and analyze root causes for improvement
initiatives.
COMPLIANCE
• Clear workflow guides staff, so regulations and
policies are always correctly followed.
• Notifications and alerts ensure vital information and deadlines are not missed.
• File management tools ensure compliance with data
protection and data access laws.
• Chronological audit trail guarantees full accountability
and transparency.
• Management reports are easily generated from the built-in standard reports library.
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8 Reviews
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- Industry: Government Administration
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
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Overall rating
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Excellent service at a good price
Reviewed on 04/10/2022
I have enjoyed working with CAS - Computer Application Services as their approach is both collaborat...
I have enjoyed working with CAS - Computer Application Services as their approach is both collaborative and strategic. They have assisted our organisation make advancements in our functionality offering to our customers and our staff which increases efficiencies and external access to our case management solution.
Pros
The software deployed has evolved over the years and is responsive to the changing needs of the organisation. I really like the ethos that development costs/investments costs with one Ombudsman is offered to other Ombudsmen without needing to recoup the development costs. That is a very fair and ethical way for a supplier to work.
Cons
Whilst flexibility in configuration is a good thing, it can lead to organic and unwieldly field additions which become redundant over time. A top down/ bottom-up descriptive tool displaying the interactive facets of the solution for the customer would be beneficial when that customer is requesting a change as visibility of the impact of the change may give pause or assist with a more streamlined approach to the change.
Response from Computer Application Services
Thank you Rosalind for your kind review. The Workpro team have really enjoyed working with you and your team too! I have forwarded your suggestion for a tool which could help customers to visualise the impact of change requests to the development team. We are always delighted to get user input for our product roadmap.
- Industry: Government Administration
- Company size: 2–10 Employees
- Used Daily for 1+ year
-
Review Source
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Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
Pros and Cons
Reviewed on 10/02/2023
I have been very impressed with the System. It is intuitive and once understood, easy to use. The...
I have been very impressed with the System. It is intuitive and once understood, easy to use. The time intensity is associated with the varied information that my organisation has decided to collect; however, the end results have been fantastic. I am also impressed with the responsiveness of the Helpdesk associated with Workpro. Overall, it is a great system. Of course, with any program there is a period of user angst associated with learning, however, I believe we as an entity are only just beginning to understand the value of what the system can provide and believe we will be adding additional uses and understanding more about what can be gleaned for Workpro in the long run.
Pros
I appreciate the information provided via the reporting function. Being able to collate the data after insertion and then analyzing the data is a very important and useful function of the system.
Cons
It is very time intensive to update all the data prompts, but this is unavoidable as the end result is accurate and informative information.
- Industry: Hospital & Health Care
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
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Overall rating
- Ease of Use
- Customer Support Software
- Likelihood to recommend 6.0 /10
Good foundational product
Reviewed on 11/09/2020
Generally positive - customizations can lead to specific glitches which can be slow to resolve as...
Generally positive - customizations can lead to specific glitches which can be slow to resolve as service team appears over stretched.
Pros
Workpro works seamlessly across platforms as a browser based implementation and is easy to navigate for end users. The product is also highly customizable to meet needs once you have in mind how your workflows operate and what you want to achieve.
Cons
Workpro could be better integrated in common office based user systems such as Outlook from an email integration perspective (increased funcitonality for the plugin) or web outlook based integrations into the product. Calendar management integrations for case file based timeline alerts and points of contacts meetings etc should be implemented.
Click to call functionality integrations for common systems (CISCO / MS Teams etc.) which could also autolog call timestamps.
Better preview functions for documents. (resolution/ size scalability) could be improved
Better dynamics for page loading - each click through on a case file generally leads to a webpage refresh which adds up to time with high latency.
Ability to encrypt documents/PDF's from within WorkPro for emailing would be advantageous.
Response from Computer Application Services
Thanks very much for your review. We are glad your users find Workpro easy to use and you're right, it is highly customizable! There are now many elements of the system that customers can maintain themselves, with more on the way. We have invested heavily in our customer support, development and testing teams recently, with more staff recruited, an updated 24/7 online helpdesk and improved processes with industry benchmarked performance targets. We will track support feedback to ensure we return to 4 and 5 star ratings. Thank you also for the product suggestions, I have passed these to our team. Email encryption is available as an add-on module and we are currently researching integration with MS Teams (please contact us if you would like to know more).
- Industry: Legal Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
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Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
Very easy to use and intuitive system.
Reviewed on 12/09/2017
Pros
Ease of use and reliability are very high on the list. It has also proved adaptable whilst still retaining the benefits of an 'off the shelf' solution. It works well on secure remote access (for increasingly mobile workforce). It has strong reporting tools. CAS are proactive with changes which all users need (for example upcoming GDPR compliance - May 18).
Cons
This is not a 'like least' but something to 'improve further'. We've recently has some user group sessions which have let us see how other organisations are getting the most out of this great tool, more of that approach might inspire use to better use of and adaptation of this product, and is a great value add from working with CAS as a partner. Video demos of the products, as deployed, in other willing organisations, would also be great. This deals with the challenge of us not always knowing what to ask for, even although when we can frame the right question something is often possible within the system.
Response from Computer Application Services
Thanks for taking the time to give us a review. We are delighted you think Workpro is a great tool and that you find it easy to use and adaptable. We note that you would like to find out more about what other clients are doing and how that may be useful to SLCC. We look forward to collaborating with you on further enhancements to your adaptation of the product.
- Industry: Alternative Dispute Resolution
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
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Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 7.0 /10
Good system, great team
Reviewed on 15/12/2020
I have used the system both as a caseworker and an administrator/developer, and have always been...
I have used the system both as a caseworker and an administrator/developer, and have always been able to get what I needed from it. The team at CAS are responsive and friendly, and always seeking to improve the system through problem-solving conversations and product development.
Pros
The product is easy to use and is easy to customise to an extent.
Cons
It would be useful to have more customisable features; our business practices are constantly evolving, and as a result our development is often a few steps behind where we want to be.
Response from Computer Application Services
Thank you for your comments, especially your kind words about our team! Although Workpro is highly customisable, we recognise that customers want the ability to make more changes themselves, without our help. We have therefore increased the user-configurable elements in Workpro and we plan to add more in the coming months. We would welcome a discussion around any particular features you would like included.
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Workpro Complaints Management System FAQs
Below are some frequently asked questions for Workpro Complaints Management System.Q. What type of pricing plans does Workpro Complaints Management System offer?
Workpro Complaints Management System offers the following pricing plans:
- Starting from: £975.00/year
- Pricing model: Subscription
- Free Trial: Available
Workpro Professional User licence costs £975 per user per annum. Other licence levels are available to match user roles. Hosting, support and deployment costs also apply.
Q. Who are the typical users of Workpro Complaints Management System?
Workpro Complaints Management System has the following typical customers:
11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Workpro Complaints Management System support?
Workpro Complaints Management System supports the following languages:
English
Q. Does Workpro Complaints Management System support mobile devices?
Workpro Complaints Management System supports the following devices:
Q. What other apps does Workpro Complaints Management System integrate with?
We do not have any information about what integrations Workpro Complaints Management System has
Q. What level of support does Workpro Complaints Management System offer?
Workpro Complaints Management System offers the following support options:
Email/Help Desk, Phone Support
Related categories
See all software categories found for Workpro Complaints Management System.
Complaint Management Software