Unions have an opportunity to improve how member complaints are handled and increase transparency to help reduce friction between workers and management. By creating a straightforward and effortless process for filing formal complaints, and tailoring messages to each member individually, unions can demonstrate a personal connection to everyone while solving problems.
A digital solution can help by creating a streamlined process that leverages personalized communication automation to ensure continual engagement throughout the membership period.
SimplyCast presents the Member Complaint Tracking use case, a complete solution for leveraging engagement technology to allow union members to file formal complaints and receive updates as the complaint is investigated and a decision is made.
The solution is intended to be used by union case managers and members.
The Process
SimplyCast anticipated the need for unions to create a painless process for members to file complaints. Additionally, unions need ways to stay connected with members and make them aware of developments in the case without drastically extending case handling times. To make this happen, case managers have a few core steps to follow, while the member only needs to do one thing:
Step 1 – Union Member
The member who has a grievance that requires formal filing will fill out a form to begin the process. This form will collect the necessary initial information, as well as contact information for the complainant and send them a confirmation message once submitted.
Step 2 – Case Manager
Once a case is submitted, a case manager will be notified. They will receive an email notification and a task within the complaint system. They can manually resume automation when they have reviewed the case, which will automatically notify the complainant that someone is looking into their case.
Step 3 – Case Manager
As the case progresses, the case manager will progress the complainant through a tracking pipeline that allows for quick assessment of where cases are in the process. Each time the complainant is moved, they will receive a notification letting them know that something has changed in their case.
Step 4 – Case Manager
Once a decision has been made on the case, the case manager can trigger the completion of the case. Automation tools will read the complainant profile to see if the decision was a resolution or an escalation and notify them accordingly.
Why SimplyCast?
This process is easy to launch and can run effectively in the background once set up, requiring only occasional input to modify the messages going to complainants.
The SimplyCast platform is a no-code platform that allows anyone to build and edit their solution. As a result, this solution is fully customizable, it can be tweaked or altered to meet the exact needs of every institution.
Don’t worry about scalability and security! SimplyCast is an ISO 27001:2013-certified company with data centers in the USA and Canada. This means we can assure you that your confidential data is safe on our secure server and the messages you transmit are completely encrypted. Our platform has the capacity to send 100,000+ messages every hour and allows 10,000+ concurrent sessions. We can also acquire additional gateways and servers if you need them.
Most importantly, we have a 99.5% minimum uptime. With our solution, you can have peace of mind.
Interested?
Don’t wait! Our experts are ready to give you a one-on-one demo to explain how this solution works.
Simply request a demo by clicking the button below and let us show you how our solution can help you manage your union member complaint tracking solution more efficiently.
