Stratum Case Management

Designed for handling member complaints and straightforward requests for help. Users are by guided through a straightforward quality handling process to deliver a winning combination of front line member service with efficiency.

Fully web enabled for remote working as well as within contact centre environments.

• Improved, professional response to members
• Contact Centre application
• Full correspondence mechanism

Improved, professional response to members

Members in need of help often want to receive immediate support. This module enables call handlers to log and categorise all enquiries to provide information, advice and referrals immediately. One click links topics to a Useful Reference Information Box with your suite of information resources. Case management is tied to current information available from external sources (your website, perhaps) to ensure that information passed to members remains current and accurate.

Contact Centre application

Enables organisations to use a Contact Centre approach for dealing with member issues. Stratum incorporates the facility of expert telephone scripting to assist staff through call answering if required. A full script engine acts as a knowledge base to feed information to your call handlers, guiding them through asking specific questions, especially where collection of information is essential.

Cases can be quickly and easily assigned to more than one person to deal with and all changes are tracked. Multiple issues can be recorded against each case as well as by member record.

Full correspondence mechanism

Document attachment and logging of all standard correspondence types is provided.
It manages activities and reporting against each individual or multiple case records. Incoming calls are logged by member record by the representative from your organisation who is handling it. Time spent by a case handler is recorded through a simple input table of handler code and time spent.

Stratum Case Management is written to perform statistical analysis using case history data such as the number of complaints or enquiries per workplace or area. An open / closed status facility maintains a check on outstanding cases.