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Case management

Expertly manage customers' requests and automate task allocation to teams throughout your organisation.

Centrally manage interdepartmental tasks and activities to resolve customers' cases. Save time and money by automating case tasks to the right team to ensure a fast and seamless resolution. Track and report the progress of customers' cases and gain a single view of all customer transactions. 

 

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Improve case management efficiencies

  • Joined-up working - Seamlessly transfer cases and case tasks from one department to another to resolve your customers' requests.
  • Avoid bottlenecks - Process cases faster with automatic task allocation and avoid delays in resolving cases.
  • Reduce admin - Enable staff to focus on delivering results for customers and reduce time spent on case management administration.

 


Monitor and report the progress of cases

  • Track case progress - Use case management dashboards to track and notify you of case progress and the number of open and closed cases.
  • Keep track of SLAs - Report on cases and easily identify cases at risk of breaching SLAs

 


GOSS's case management capabilities have exceeded our expectations; it's so user-friendly and we can deploy new forms in no time at all.

Transformation Manager 
Antrim and Newtownabbey Borough Council

 


Keep your customers updated

With notifications and real-time updates keep customers informed of updates to their cases. Using their online account, customers can view and track case progression.

Self-service

 


Handle cases in a compliant way

  • Audit cases and case progress - Easily generate reports of the time logged against cases across your organisation to use in auditing procedures.  
  • Reduce time spent collecting data - Use one system as your single data source of truth, eliminating the need to search various data pockets in order to gather your customer data.
  • GDPR compliant case management - Ensure customers' cases are handled in a GDPR compliant manner and reduce your organisation's data retention management overhead. 

 


A multitude of uses

Use case management to handle a variety of requests including complaints, fly-tip reporting, freedom of information, and many more.

 

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Platform expansions

Add additional case management capabilities to the GOSS Digital Platform and resolve customer cases faster.

Platform expansions (Platform expansions)

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