Complaint Management Systems (CMS)

Download your copy of our CMS brochure here

Complaint handling shouldn’t start with a complaint about your software. The intricate business of complaint management is hard enough without having to battle your software or be dictated by it.

LANWorx CMS makes your business more efficient by providing software that fits your business model.

LANWorx CMS is a purpose built application for recording, managing and reporting on cases, complaints or investigations for anyone who works in case or complaints management.

Designed in conjunction with the New Zealand Office of the Ombudsmen, it is written to fit the best practices of Complaint Management. CMS software manages every step of the complaint life cycle from the recording of the initial contact through to reporting on the final outcome. Incorporating document management and workflow features, CMS becomes the single point of access for all information relevant to a complaint.

As each customer’s internal business processes and terminology are very different there are no set standards. Therefore the system needs to be extremely configurable and have the ability to dynamically change with associated changes in requirements or processes. That is the core strength of CMS.

CMS by design enables organisations to provide their customers with better service, more efficient and transparent handling of complaints.

cms-administration

Key features and benefits

  • Manages your complaints, processes and people more efficiently
  • Manages all your communication and documents associated with a complaint (emails, documents, faxes)
  • Integrates with Microsoft Office Suite of applications (Word, Excel, Outlook)
  • Flexibility to meet your needs (call it a complaint, case, or investigation using our form designer)
  • A comprehensive suite of reports for day to day management, KPIs and analysis
  • Workflow monitoring gives detailed information on the status of each complaint
  • Security – a hierarchy of authority levels determines the access rights of each user right down to document level
  • Simple user interface

Typical markets for LANWorx CMS

  • Ombudsman organisations
  • Professional institutions, bodies and councils
  • Central and local government
  • Utility and service companies
  • Retail
  • Regulatory bodies
  • Public services, healthcare, police and emergency services
  • Media
  • Arbitration and dispute resolution
  • Clubs and societies

Product overview

CMS is essentially a framework or a set of tools we use to configure the application to meet your specific requirements, processes and terminology. We use our core components such as the rules database, security, workflow engine and reporting modules to configure these to the requirements. CMS is therefore highly extensible and we can redesign whole forms, processes, life cycles, and workflows without a single line of code.

At the heart of CMS is the case or complaint, which can have multiple statuses. The Case can then change from one stage or life-cycle to another as it is handled by the organisation to a conclusion or outcome. The control of data entered, the life-cycles and status is managed and directed by CMS business rules and the workflow manager.

Workflow

At every point in the life-cycle of a complaint, all interested parties need to be informed on the progress and to the eventual resolution of the issue.

The Complainant, Investigator and the effected parties all require information about the issue relevant to their respective role in its resolution. LANWorx CMS has detailed information on the status of each complaint. This may extend to each complaint having a life-cycle (acknowledgement, preliminary assessment, investigation, preliminary view, comments sought, final view etc.) and tracking the complaint through each stage. A tracking and follow-up facility to ensure all actions taken in relation to a complaint are recorded and promptly allocated to the correct investigating officer for action.

The system automatically generates prompts and reports identifying the need for different types of action, e.g. following a reallocation of a file to a new investigator, an un-actioned inward letter, no recorded action on a complaint within a given time frame, an outstanding response etc.

Workflow processes include time frames (working days) and escalation paths. Each life-cycle in CMS can be assigned a predefined workflow plan that consists of many workflow processes.

Document and file management

There are many types of information that needs to be stored with a case or complaint as well as the ability to retrieve and report on this information. All forms of correspondence such as email, letters, faxes, images, and voice recordings can be linked and stored with any complaint for easy retrieval and reporting. The system even allows for scanned images of inward correspondence. This can be extended to Optical Character Recognition of the scanned documents.

Security

The nature of case and complaint management inherently involves the capture and maintenance of some very sensitive data. The integrity, security and sensitivity of this information is fundamental to the design of the system. A hierarchy of authority levels determines the access rights of each user and security integrated with workflow and document management ensure that confidentiality can be maintained right down to the document level.

Alerts, reminders and escalations

Reminders can be created by any user for themselves, or to advise other staff of actions required. The system also generates its own reminders which can be triggered by workflow, escalations or certain events.

Templates

To assist staff adopting the preferred style and presentation of the communications, Templates are available in CMS for a full range of documents, letters, reports and most commonly used functions. Templates are used to assist the process of sending letters and communications as they merge the relevant details of the individual or case into the appropriate fields of the document to be sent or stored.

Reporting

CMS includes a comprehensive suite of reports where any of your custom fields can be used as selection criteria. Reports come in multiple formats including counts, counts with a graph and listing reports. The standard workload, timeliness and KPI reports provide the essential statistics required by management.

LANWorx CMS versions

LANWorx CMS is available at three levels to best suit your organisations requirements.

  1. CMS Enterprise

    CMS Enterprise consists of the complete framework which is used to configure the application to meet your specific requirements, processes and terminology. The Enterprise solution is configured based on detailed analysis of your organisations processes. System costs and implementation time for a CMS Enterprise solution will vary depending on complexity of the requirements and the number of users.

    Administrator users are able to define almost all parts of the system including new case types; contact types; screens; fields and selections; statuses; workflows; and life cycles. Reports are generated by standard reporting; requested specific reporting; plus an on-the-fly reporting grid allowing users to define the fields they want to see, the sort orders, filters, searches, and other criteria and either report that directly or export to Excel for further analysis.

    Market: Generally government, Ombudsman and complaint based organisations.

  2. CMS Standard

    This product is based on CMS Enterprise where administrator users can still add new case types; contact types; screens; fields and selections; statuses; workflows; and life cycles.

    However, CMS Standard allows organisations that typically have 80% of the requirements installed and up and running within a couple of weeks. It includes a solution walkthrough where basic requirements are identified. LANWorx can then implement those details using an administrator account.

    This means that users can have most of their basic requirements implemented quickly to get up and running within weeks rather than months. Users can then either make administrator alterations themselves, or typically ask us to make those changes. As we have an intimate knowledge of the product, we are able to make these changes quickly and cost effectively.

    The advantage of CMS Standard is you can ‘fast-track’ to an operational solution. This allows users to understand the product and explore how they are using it before further and more complex changes are implemented. This gives a far greater fit for purpose based on knowledge and experience rather than attempting to create change based on perceived impressions.

    Market: Industry and Government departments that need a full case and complaint processing system but may not need the full heavyweight power of CMS Enterprise from the start.

  3. CMS Lite

    CMS Lite is based on the CMS Enterprise framework, but contains a limited range of features and includes pre-set case types of enquiry and complaint.

    Market: Industry and government departments. CMS Lite is a solution for smaller sites and vertical markets using the standard core workflow and reporting components.