Case management

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. 

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.