Key features

Easy to use
iCasework is designed for ease of use, allowing end user training to focus on process rather than software. Role based permissions ensure users only see the areas of the system or indeed the aspects of a case that they specifically need. Dedicated user interfaces are provided for contact centre users, caseworkers, occasional users and mobile users. Caseworkers are guided through a case process through an intelligent task focussed interface, ensuring staff always know what to do next. All input screens are wizard driven and context sensitive.


Easy to configure
iCasework provides a range of configuration tools and WYSIWYG designers, allowing business analysts to easily map iCasework case types and components to business processes. Sophisticated version control accommodates changes to processes to be made over time with minimum impact on existing casework.


Collaborative case management
Cooperative working is key to providing seamless services to customers. Many processes have elements that are outsourced or undertaken by different groups within the same organisation. iCasework seamlessly facilitates this and supports automated interaction through email and eforms.


Progress monitoring and escalation
Configure target timescales for each case stage and task. Monitor progress for teams or individual staff through management reports or dashboards. Receive alerts by Email, SMS or RSS when timescales are not met. Automatically escalate issues to management.


Multilingual correspondence
iCasework automatically generates email and printable correspondence according to the contact language for the customer. Set up templates and merge items and trigger correspondence at pre-defined events to automate correspondence entirely. Allow letters to be edited in MS Word but store its contents securely in our database.


Self service and progress tracking
iCasework provides in-built self service facilities to allow case entry and progress tracking for customers. Customers may be prompted for additional information by emailing them a form. Progress update notifications may be automatically sent out by email or SMS. Style templates may be configured to allow all self service facilities to blend in seamlessly with existing website designs.


Mobile access
Case workers may manage their casework through a dedicated mobile interface. In addition, all data entry forms are deployable on mobile devices.


Complete casefile
Knowing where to find information related to a case is easy with iCasework as everything is stored or linked to from one central location. Documents and scanned images can all be attached to cases to ensure case workers have all the information they need at their fingertips.


Complete audit trail
Every single action or update to a case is audited, providing a complete record of what has happened with a case. Actions and events are presented through a timeline view allowing instant appreciation of a cases's progression over time.


Extensive reporting

• An embedded reporting library with hundreds of standard reports.
• Ad-hoc reporting to allow non-technical users to generate charts, Excel output or list reports.
• configurable team and enterprise dashboards.
• Drilldown from reports into case files, Excel or into a map
• Subscribe users to reports for email delivery at defined intervals.
• Filter reports by the service area(s) a user has access to.