Case Management System (CMS) – Introduction / Refresher

Take a digital walk-through of our custom-built case management system from the eyes of a consumer and a business user.

For energy and communication providers

Case Management System (CMS) – Introduction / Refresher - Training Module

Take a digital walk-through of our custom-built case management system from the eyes of a consumer and a business user.

We’ve created a digital, efficient and transparent way of resolving complaints in our new case management system. Your complaint handling teams have access to the consumer’s evidence, helping them to look at things differently and understand better. One of the key features is that you have the chance to repair the relationship with your consumer and build on trust.

In this face to face training session, we’ll create real-time test cases so that case handlers can navigate their way around the system and become familiar with its features and benefits. Guidance is provided on the four sections of the customer journey, how to propose facilitated complaint resolution (FCR) and frequently asked questions.

Attendees are given the opportunity to ask questions and to explore user feedback, to pick up quicker ways of working and how to optimise the features of the system. As a result of the training, users will become more proficient with the system and how to typical tasks and customer queries. Combine this with supplier and sector-wide data and you should be able to identify root cause issues.

Duration: 2.5 hours

Level: Beginner and intermediate. Experience of the OS case management system required.

Suggested attendees: Complaints/case advisors, team managers, operational managers, customer service managers or equivalent.

Please note:

• Session uses example complaints and cases. Any data used in the sessions will be anonymised, it is not real.

• Sessions are not sector specific. Attendees may be from either the energy or communications sectors.

• This session does not cover analysis of the CMS dashboard data.

• Available for members only.

Benefits

  • Train or refresh your complaint handling team on CMS
  • Experience the customer journey as a consumer as well as a business
  • Gain in-depth system knowledge
  • Understand the benefits of proposing FCR for the early resolution of complaints
  • Explore user feedback, short cuts and how to optimise the features of the system

Our Case Management System (CMS Introduction / Refresher - Training Module is available to both energy and communications suppliers. Before we can get you started with this training, please speak with our dedicated Account Consultants.

Let's talk about your needs

Call: 01925 773921

Email: OSAccountManagers@Ombudsman-Services.org

Request a call back

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Requesting other training material, modules and assets

As a fully onboarded member of a scheme you will also have access to several different training materials and assets such as:

  • Welcome pack - the process of onboarding and benefits you gain access to
  • About the case management system - an introduction and demonstration (parts 1 and 2)
  • Training on how to use the complaints case management system (CMS) - video training (parts 1 and 2)

Speak to our team about your needs

Call: 01925 773921

Email: OSAccountManagers@Ombudsman-Services.org

Request a callback

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