Record a new case

To record a new case select the Record feedback - Please select option.

Depending on the configuration you can then select the brand, product or service.

Then select the case type.

You will now be required to search for a contact or create a new contact.

Select contact by clicking the relevant box or Create a new contact for a new customer.

Understanding the information displayed

Reference
Use this field to search by reference number. You can search by a contact's reference number or a case reference number.

Name
Use this field to search by a contact's surname. You can use the % wildcard such as blog% will return Blogg, Bloggs, Bloggins etc. If you type in Bloggs it will return all Bloggs but also any other names that sound like ‘bloggs’ for e.g. black, block.

First Name
Where available, you can enter the initial of the first name or type in the full name.

Phone
Use this field to search by a contact's phone number. You can search by any phone number associated with a contact's registered details.

Email
Use this field to search by a contact's email address, such as @hotmail.co.uk.

Post code
Use this field to search by a contact's post code, such as NW6 or NW6 2EG. Please insert all or part of the postcode.

Address

Use this field to search by a contact's address, such as 2 Kim (returns 2 Kimberley Road, 2 Kimberley Close, 2 Kimberley Street and so on).

If you find it difficulty locating an address, try placing the wildcard % sign before the address. For e.g. %2 Kimberley Road will return Unit 3 2 Kimberley Road and also 2 Kimberley Road .

If you select an existing contact, the any previous requests for the contact are displayed to ensure that you do not record a duplicate request. Review the cases and then if you want to record a new request then Next.

Recording a complaint

Select a complaint from the Record feedback option.

Complete the case details fields. Mandatory fields will be highlighted in red.

Understanding the information being displayed

Supporting document - allows you to upload any supporting documents to the case.
Scan document - allows you to scan documents directly into the case - see further details below.
Received on - this is the date you received the complaint. This is then shown as the case start date and all target dates are calculated from this date.
Source - you can select where the complaint has been received from.
Method - is the method in which you received the complaint for example in person, letter, email telephone etc.
Contact involvement - is the person who is making the complaints involvement in the case.
Reference - The policy or claim reference can be recorded here.
Complaint details - the full details of the complaint.
Associate adviser with the complaint - By selecting this an action to associate an adviser will be added as a task to the case workflow.
Has the issue been resolved? - Choose whether you have managed to resolve the complaint, or whether it is not yet resolved. If it is resolved the case will have the outcome set and closed automatically.
Ownership - Tick the box if you want to take ownership of the complaint.
Details of action taken - if the answer to the resolved question is Yes, no further response required then you will need to record the details of the action taken to resolve this complaint - see further information below.

Sensitive Data validation

Sensitive data validation warn users immediately when they enter sensitive personal details such as a credit card number or SSN (US users).

Supporting document - allows you to upload any supporting documents to the case. There is normally a limit on the size and type of file you can load set by your administrators.

Resolved - If resolved on the spot If the issue is resolved then select Yes, no further response required, further questions then appear. Enter Details of action taken to resolve this issue and was Redress offered.

If the complaint is not resolved, select No, I will try to resolve later, a further question then appears. Enter details of what would the complainant would like us to do to resolve the issue.

Enter the relevant details then Next

Now depending on whether you selected to create a request for an unregistered contact or searched and selected a contact then the next screen will be either blank for unregistered contacts or have the contact details pre-populated.

If you haven't searched for a contact or you have searched and the customers details were not returned then this screen appears and you can enter the customers details.

New customers will be automatically registered when a case is created in the power user or basic user interface. If a case is recorded via self service then a task to register the customer is automatically created on the case.

Check and amend the contacts details if necessary then Next to create the case.

Redress - If redress was to be paid then the following screen appears.

Understanding the information being displayed

Type - the compensation payment type.
Responsibility - Which business area is responsible for paying

Amount - the amount to be paid.

Reason - the reason for the compensation.

Total redress - is the sum of all the compensation rows entered.
Remove row - use this to remove a row.
Add (more rows) button - use this in conjunction with the more rows dropdown list. Select the number of additional rows to add to the page, then click on the Add button.

Enter the details of redress then Next

The case is now created for the appropriate team to manage and details appear on the contacts summary page.

Recording a compliment

Select a compliment from the service menu, ensuring you are recording the compliment against the appropriate brand, product or service.

Understanding the information being displayed

Received on - this is the date you received the compliment. This is then shown as the case start date and all target dates are calculated from this date.
Method - is the method in which you received the compliment for example in person, letter, email telephone etc.
Details of the compliment - the full details of the compliment.
Subject of the compliment - Staff member can be associated with the compliment.
Load document - allows you to upload any supporting documents to the case. Scan document - allows you to scan documents directly into the case.

Enter the relevant details then Next

Now depending on whether you selected to create a request for an unregistered contact or searched and selected a contact then the next screen will be either blank for unregistered contacts or have the contact details pre-populated.

New customers will be automatically registered when a case is created in the power user or basic user interface. If a case is recorded via self service then a task to register the customer is automatically created on the case.

Check and amend the contacts details if necessary then Next to create the case.

The case is now created for the appropriate team to manage and details appear on the contacts summary page.

Recording a query / comment

Select Query / Comment from the service menu or find service search, ensuring you are recording the query against the appropriate brand, product or service.

Understanding the information being displayed

Received on - This is the date you received the compliment. This is then shown as the case start date and all target dates are calculated from this date.
Method - Is the method in which you received the compliment for example in person, letter, email telephone etc.
Comment details - The full details of the comment.
Has the query been answered? - You can decide whether the comment has been answered or not, and if not, whether a further response is required by phone, a specialist or a written response.
Load document - Allows you to upload any supporting documents to the case. Scan document - allows you to scan documents directly into the case.

Enter the relevant details then Next.

Now depending on whether you selected to create a request for an unregistered contact or searched and selected a contact then the next screen will be either blank for unregistered contacts or have the contact details pre-populated.

New customers will be automatically registered when a case is created in the power user or basic user interface. If a case is recorded via self service then a task to register the customer is automatically created on the case.

Check and amend the contacts details if necessary then Next to create the case.

The case is now created for the appropriate team to manage and details appear on the contacts summary page.