Software for
IDR and EDR teams
We help Customer Relations teams to be more productive
If you're running a customer relations team in a large organisation, we understand the challenges you're facing.
We know that your board and your senior management are expecting you, and your people, to do more and more with less and less, every day.
In your heart you know your team’s mission is to delight customers, or at the very least to offer them fair and reasonable outcomes for the issues they are raising with you.
At the same time, you are facing increasing demands from senior management, regulators, and government agencies to comply with (and report on) a myriad of guidelines and commitments relating to the way you address customers’ issues.
We’re a boutique software and services company who specialises in assisting customer relations managers.
We understand complaint-handling because we've been working in the field for decades.
We're driven by a love of technology and what it can do and we’re used to working with large organisations and the way they work. But most of all, we understand the challenges faced by customer relations managers in today's environment and the tools, systems and services they need to get their job done.
Contact Us
Level 11, 66 Clarence St
Sydney NSW 2000
m@casework.com.au
1300 854 886
Demands on you and your team are increasing every day
Compliance
As a customer relations manager, a significant part of your responsibility is ensuring that your operation is meeting all its compliance obligations.
You may be subject to ASIC regulations such as RG271, obligations to industry codes of practice, or to compliance requirements specific to your organisation.
On top of this, your board will have set specific directives for the reporting you are to provide.
You will also be tracking how closely your operation meets the ISO10002 international standard.
These compliance obligations mean you must record very detailed data, the precise definition of which is constantly subject to change.
If your software is too rigid or insufficiently detailed, you may be forced to track and record supplementary information outside of your main customer relations database, causing wasted time and frustration for your staff, and risk of error.
Customer Satisfaction
With all of the attention on compliance, it’s sometimes easy to forget that the real reason that you and your team come to work every day is to simply satisfy your customers.
Your team needs systems which help them with their job rather than getting in the way. The last things they need is more obstacles.
No matter how keen they are, if they’re faced with slow response times, clumsy systems or the need to go to several places to get the information they need, their energy will sapped and your customer satisfaction levels will be dragged down.
Efficiency
As a customer relations manager, you face constant upward pressure on workload, and downward pressure on headcount. Additionally, the nature of your work means that there are times when you are flooded with demands for your services, be they increased caseloads or additional demands for reports and analytics.
You will always be looking for linear improvements in efficiency by improving systems, and CaseWork can certainly help with that. Examples may be faster system response times, less time wasted looking up information from multiple systems and integrations between systems.
Today, more dramatic efficiencies can be gained via new approaches based on AI and machine learning. You may have already shifted some of your simpler and more repetitive processes to offshore teams. We can help you examine some of these high-volume business processes (particularly around case intake and triage) to identify tasks which are ready for full or partial automation, using CaseWork Robotic Process Automation tools.
You may also be considering how you use chat and what sort of efficiencies that might offer, as well as providing the kind of contemporary CX your customers expect. Working with our partner Astute Solutions, we offer fully featured chat solutions incorporating AI-powered virtual agents which actually help customers rather than get in the way.
At CaseWork we understand that intelligent implementation of AI and automation means you can release your staff from low-value repetitive work and redeploy them to where they are most needed, providing real human empathy and intelligence in high-value interactions with customers/