Complaints Pro by Causia

Complaints Pro by Causia is a customer-centric, enterprise complaints and quality management solution designed to streamline and improve the complaints management process for businesses across various industries. According to the vendor, Complaints Pro caters to professionals and industries such as financial services, manufacturing, superannuation funds, travel, and community services.

Key Features

Streamlined Communication Management: According to the vendor, Complaints Pro allows users to send and receive emails and SMS directly from the platform, customize email signatures and 'from email address' to reflect the brand, and easily gather evidence by dragging and dropping emails from Outlook into a case file.

Intuitive Information Capture: The vendor states that Complaints Pro provides self-guided wizards to facilitate the capture of lodged complaints, ensuring compliance requirements are met. Users can also capture evidence by dragging and dropping emails from Outlook into a case file.

Workload Tracking: According to the vendor, Complaints Pro enables users to track open cases, investigations, and to-do's based on due date, severity, and other criteria. Users can view items that need actioning in various formats, including monthly calendar view, Kanban, and list/detail views.

Analytics and Reports: The vendor claims that Complaints Pro provides interactive dashboards, an extensive report library, and ad-hoc report design tools with full drill-down support. Users can receive reports daily, weekly, or monthly to their mailbox.

Case Management: According to the vendor, Complaints Pro ensures streamlined processing of all cases, regardless of severity, while adhering to required SLA targets and regulatory requirements. The platform offers features such as role-based privileges, evidence management, and an activity timeline.

Compliant Out of the Box: The vendor states that Complaints Pro is compliant with ISO 10002:2023 standards, ensuring adherence to best practices in complaints management. It is also compliant with ASIC RG 271 and features in-built AFCA EDR processes, making it suitable for financial services organizations.

Powered by Salesforce: According to the vendor, Complaints Pro is powered by Salesforce, providing a robust and reliable platform for managing complaints and quality processes.

Multi-Channel Complaint Capture: The vendor claims that Complaints Pro supports the capture of complaints through various channels, such as email, phone, or online forms, ensuring a seamless and efficient complaint capture process.

Role-Based Privileges: According to the vendor, Complaints Pro offers role-based privileges to ensure appropriate access and control throughout the complaints management process.

Fail-Safe Processes: The vendor states that Complaints Pro includes fail-safe processes to prevent errors and ensure data integrity throughout the complaints management process.