NewCare

Overview

NewCare is designed to simplify and enhance the handling of customer complaints, providing powerful tools for case creation, management, and resolution while ensuring compliance with regulatory requirements.

Customer Management

Enables quick case searches, detailed views, and accurate creation of categorised complaint cases for efficient resolution.

Functionality	Description
Case creation	Ability to capture customer feedback and create cases using NewCare Triage for further investigation whilst creating detailed complaint records and ensuring accurate categorisation.
Case search & view	Ability to quickly locate customer complaint cases and view important information such as status, priority, key dates and more.

Case Management & Correspondence

Provides specialised workflows, comprehensive case management tools, and correspondence options to streamline complaint resolution and ensure compliance.

Functionality	Description
Case workflow	Customisable workflows depending on how you want your agents to work, allowing for handling of everyday cases to specialised workflows such as handling Financial Ombudsman cases.
Case management	1. Case actions: Perform necessary steps to progress complaint resolution. 2. Regulatory information: Ensure compliance by capturing mandatory regulatory data. 3. Root cause information: Record and analyse the root causes of complaints for future process improvements. 4. Compensation & payments: Manage financial disbursements for customers where applicable. 5. Documents: Store and retrieve case-related files for accurate record-keeping and auditing.
Correspondence	The ability to send manual letters which require a tailored approach or the ability to send automated letters that are standardised across all complaint cases.
Reporting	Case data is included with egresses, enabling you to create your own dashboards and reports. The NewCare dashboard lets you filter views by agent workloads and case types.