UK News
This week Ombudsman Services launched its new groundbreaking and intuitive case management system, provided by Peppermint Technology. The move is a result of a two year exploration of Ombudsman Services’ processes and its overall approach to dispute resolution. The new case management system will not only enhance the organisation’s customer experience, but place it at the cutting edge of consumer alternative dispute resolution.
Last year Ombudsman Services resolved almost 20,000 consumer disputes about the communications, energy, property and copyright licensing industries, and it handled 123,000 new contacts. The multi channel platform brings with it wider benefits such as text messaging and self service for both consumers and participating companies, enabling them secure access to their own cases.
Director of Dispute Resolution Tracey Newman says: "Ombudsman Services is an established provider of alternative dispute resolution and we are evolving to meet the needs of the modern consumer and participating companies. All of our customers deserve the highest standards of service.
“The platform, provided by Peppermint, is the cornerstone of our IT infrastructure. It ensures contacts are routed to those best suited to respond and allows us to work smarter and more cost effectively to resolve consumer disputes.
“Underpinned by the new case management system, our new ways of working will streamline our processes by allowing us to adapt to changes and remove non value steps. Change can be challenging but our employees have shown outstanding commitment to customer service delivery.”
Copyright © 2023 Legal IT Professionals. All Rights Reserved.
We offer organizers of legal IT seminars, events and conferences a unique marketing and promotion opportunity. Legal IT Professionals has been selected official media partner for many events.
