•	Tracks calls and issues to resolution
•	Streamlines workflow
•	Automatic assignment and escalation of cases
•	Resolution tracking and management
•	Create a database of common problems and resolutions
•	E-mail integration – notifications and reminders
•	Employee Self service entry of cases and case history view
•	CTI integration
•	PeopleSoft, SAP, Oracle, JD Edwards integration
•	Produce metrics to identify the reasons for calls, call length, resolution time, CSR effectiveness, training issues, etc
•	CaseManager uses the latest Java Technologies and is certified by SUN.
•	CaseManager is a MySQL Network Certified Program.
(main screen)   (new case)   (clipboard)
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The CaseManager Employee Portal allows employees to access their own version of the CaseManager system. They are able to view a history of their "cases", which can be items such as questions, problems, or comments. In addition, they can open new cases and view an FAQ of commonly asked questions. The CaseManager Employee Portal puts access to important information at the fingertips of the employee themselves, reducing the need to make phone calls or emails to the HR department, and increasing employee satisfaction by providing them with quick and easy issue resolution.

Features:

•	Detailed and Real-Time Case History
•	New Case Entry
•	FAQ of Common Problems
•	Web-Enabled for access from anywhere
•	No Client Installation Required on Employee Machines
•	Integrates with Existing Company HR Portal and Single Sign On

Screenshots:

(case history)

(new case entry)

 LBi's CaseManager Brochure