Progressing a Case
- Alom Hussain (Unlicensed)
- Matt Sullivan (Unlicensed)
Every time an item is added or edited to a case, Accelerate will store the information of both who and when made the change.
Cases can be found under their corresponding relationship.
Adding an issue
Start by clicking the 'Add Issue' button found below the initial case details:
This is where you input the more detailed description of the complaint. For example, the customer's complaint letter:
If the customer's complaint is in PDF form, or a physical letter, you can upload it to the issue using the ‘Add Document' button found in the 'Uploaded Documents’ section.
Investigations
The ‘Investigations' section stores all details on which investigations have been carried out. All entries are logged with times and the user responsible. Click 'Add Investigation’ when you have entered all the details.
You will then be prompted with the following message:
Investigations cannot be edited.
If a third party gets back to you, you must create another investigation. This makes complaint logging much easier and creates less opportunities for investigations to be tampered with.
Resolutions
Once all investigations have been completed you can add a resolution. You can add multiple resolutions should you need to. Enter the resolution details under the ‘Resolutions’ section, then click ‘Add Resolution’:
You will then be prompted with the following message:
Apology Letters
For more information on apology letters, please click here.