CasePoint
Case Management
CasePoint is a Case Management Solution that combines the best customer relationship management (CRM) software with purpose-built functionality to deliver complete case management. Delivered by Eclipse, CasePoint offers case capture, categorisation, processing, management and reporting using comprehensive workflow that tracks, escalates and resolves issues quickly and easily.
Below: the CasePoint modular solution
Features
CasePoint eliminates paper-based processes and replaces them with best-practice workflow.CasePoint not only consolidates past and ongoing complaints and issues, it adds your unique business rules to automated workflows so your contacts get what they need and ensures your team systemically manages each case from creation to closure.
| Enquiry Managment |
- Capture and record inbound calls, emails and hardcopy enquiries.
Vetting process to determine if the Enquiry validates to be a Case.
|
| Case Assessment |
- Capture of the Assessment(s) conducted against the case by the Assessor.
- Record information on the outcome and any actions required.
Categorise each case according to business rules and process each individual case recording only the relevant data.
|
| Case Management |
- Provides a full view of all interactions and activities of the Case in a tabular form at your finger tips.
- Record information relating to the key Parties of the Case e.g. the Complainant and Respondent.
- Capture details of the matter. Dates of the incident, the source, the issue(s) and incident description.
- Record Activities. i.e. phone calls, emails, conciliations.
- Track Case Status and duration of the case being opened.
- Case Assignment to Case Officer, Investigators, or Assessors.
Provide a full view of all interaction of the Case in a tabular form.
|
| Complaint Management |
- Capture feedback, both positive and negative
- Automate dispute resolution policies and procedures
- Escalate, Respond and React to every complaint submitted – Nothing gets lost.
|
| Grievance Management |
- Manage staff Grievances quickly, efficiently and confidentially.
|
| Investigations & Outcomes |
- Capture the Investigation(s) conducted against the case by the Investigator.
Record information on the outcomes and any actions required.
|
| Compliance, Monitoring, Interviews & Conditions |
- Capture Compliance requirements to meet regulations.
- Record any conditions against a particular Organisation / Individual.
- Record a series of scheduled tasks against a particular Organisation /
- Individual for the purpose of Monitoring to ensure they meet the Conditions imposed.
- Record Interviews for a particular Organisation / Individual.
|
| Case Reporting |
- Produce reports/output in the following format: Microsoft Excel, CSV, TXT, XML, PDF.
|
| Mobile Devices |
- Application available for handheld devices including iPhone/iPad, Blackberry and Windows mobile devices.
|
| Correspondence & Document Management |
- Supports a range of contact activities:
- Call, Meeting, To-do, Note, Message, E-mail
- Create activities, search for activities based on different criteria, view or modify activity records, and generate activity reports.
- Seamless integration with Microsoft Outlook. This enables the system to make use of the calendaring, e-mailing, and scheduling features in Outlook.
- Record every piece of correspondence between complainant and respondent.
|
| Integration to External Systems |
- Ability to integrate to external operational solutions such as ERP, financials.
|
Technology
CasePoint is built leading, out-of-the-box CRM software on a choice of platform from Pivotal 6 or Microsoft CRM. Which platform you choose depends on your site's requirements
Pivotal 6 CRM
Below: CasePoint case management built on Pivotal 6 CRM
Pivotal 6 offers inherently flexible three-tier architecture, a powerful development platform, and a cutting-edge Smart Client.
Pivotal 6 is the perfect platform for CasePoint, with the ability to modify, integrate, deploy, and maintain the solution via the customisation toolkit.
Pivotal 6 has been designed to work closely with existing systems, giving employees access to familiar tools. Users can continue working with their favourite productivity tools (such as Microsoft Outlook) and still have all their customer information seamlessly accumulated in the CasePoint system.
We can also build rich integrations across your organisation with a centralised, easily discoverable set of web services. As Pivotal 6's portal is based on Microsoft SharePoint, you can use SharePoint Web Parts to extend your CasePoint solution even further.
Pivotal 6 is owned by CDC software.
http://www.cdcsoftware.com/en/PivotalCRM.aspx
Microsoft Dynamics CRM
Below: CasePoint case manager's dashboard built in Microsoft Dynamics CRM
With Microsoft Dynamics CRM business software and the xRM application framework, organisations can quickly and easily extend their CRM solution and build custom applications to track any business relationship – without compromising features, capabilities, budget, or delivery time.
Microsoft Dynamics CRM 2011 has been designed to work closely with existing systems, giving employees access to familiar tools. Users can continue working with their favourite productivity tools (such as Microsoft Outlook) and still have all their customer information seamlessly accumulated in the CasePoint system.
Find out more about Microsoft Dynamics CRM from Eclipse.
Projects
Eclipse has implemented and supported CRM solutions since 1998.
These have included case management, licensing, compliance and resource management and other complex workflow-based solutions implemented for companies and government agencies Australia wide (or throughout Australia). At Eclipse we have a 'customer for life' philosophy, servicing and supporting our clients and continuously improving on their customer relationship managment systems.