As we reported at the beginning of the year, we have been working with Solihull Community Housing (SCH) to provide a system for managing ‘cases’, initially for complaints and money advice. SCH is already a major user of Keyfax and was keen to provide such a system as an extension to their existing contact management operation.

Keyfax Case Manager is now in use with their Money Advice Team and is soon to be operational for handling complaints as well as compliments.

Case Manager is based on Microsoft CRM with its integrated workflow and reporting services and full integration with Microsoft Outlook. We have customised CRM to deal with ‘case’ scenarios and then integrated it with Keyfax. The result is that staff at the Contact Centre are now able to use Keyfax Contact•View to provide up-to-date information on existing cases, and to set up new cases. Individual case workers use Case Manager to manage their cases and hold their case records and tasks. Managers can access a range of reports for monitoring and review.

Case Manager has all the facilities for viewing, managing and progressing cases through their various stages. Staff can view and update records together with any associated tasks, appointments, emails, letters, phone calls, etc. Cases can be tracked from initial contact through various stages to a final outcome with progression through the stages triggered either automatically or manually.