Here's how we use QNova Workflow

We use QNova Workflow for the case management of all of our members' claims, complaints and enquiries. Members can register their case under the relevant heading on our homepage. From there, each case is automatically integrated into QNova Workflow. Then it is directed to our Customer Service team to determine whether or not the complaint is valid, before it is passed on internally so that the relevant action can be taken.

The biggest advantage for us is that this way of working now gives us much better control over the entire case management process. We have a good overview of the number of cases pending, of the different types of issue that these cases represent and of who in the company has been made responsible for resolving the matter.

Before we started to use QNova Workflow we often needed to request additional information from our members in order to proceed further with the investigation of a case. Now, thanks to the clear, well-structured form that members are required to fill in on our homepage, we have all the information we need right from the start. This saves time previously spent in sending e-mails, writing letters or making phone calls.

QNova Workflow also helps us to improve our service to members enquiring about the status of their case. QNova Workflow gives us easy access to all the relevant information about a current or completed case.

Annie Danielsson, project leader with CEE Services AB, a wholly owned subsidiary of STIM AB.