Client Feedback
Purpose
The Client Feedback case records in byondpro provide a means to capture both positive and negative feedback from customers and visitors. The feedback entries can be associated with deceased, family and cemetery location records.
Any actions resulting from a feedback entry can be logged directly in the case record, together with photos, letters or other electronic files.
Related Information available from the Client Feedback summary page:
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Work Request Details: List of stages in work request
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Investigation & Recommended Action: to monitor review processes and identify follow-up activities
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Notes: to record general notes
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Communications: to record phone calls, correspondence and general activities
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Documents: to log photos and correspondence
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Workflow Tracking: records case progression through the workflow monitoring time elapsed between entries
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Solutions: lists risk register entries that have been associated with the Client Feedback record
Adding new records
New Client Feedback records can be created by selecting New Case and Category: Client Feedback.
Client Feedback records can also be created from the Cases screen of the Person providing the feedback, and will pre-fill with a link to the Person record.
Workflow
The Case workflow ensures that feedback entries are logged and reviewed by appropriate staff.
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Workflow Stages
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Description
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Logged
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Default stage when case record is saved
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Queued
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Indicates case has been assigned for initial review and actions
email is issued to assigned staff member |
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Investigated
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Indicates case has been reviewed and pending sign-off
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Re-assign
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Allows case to be assigned to a different staff member for review and action
email is issued to assigned staff member
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Sign Off
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Closes the case, indicating all necessary actions have been completed
email is issued to initiating staff member
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Button Functions
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Button
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Description
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Change
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Switches to edit mode
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Save
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Updates/creates the record
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Continue
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Closes the open screen and returns to list of cases
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Add to Group
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Assign to group according to entity
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Next
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Opens the next case record
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Print Summary Report
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Generates CRM report of workflow activities and communications
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Print Case Summary
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Generates a detailed summary listing of case field values
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Generate Work Request
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Generate a work request to rectify feedback
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Field List
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Field
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Description
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Associated Business Process
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For...
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Case ID
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unique identifier, auto assigned
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Prefix CR-
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Category
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Selection list, including:
- Client Feedback - Incident - Works Request |
Selection of Client Feedback controls case fields and screens presented to the user
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Description
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Text description
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Site
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Lookup to site/cemetery list
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Employee
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Lookup to registered system users and resources
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to whom the feedback relates
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Other
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Text field
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re above, if not a system user or resource
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Advise Enquirer on Completion
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Checkbox
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to remind staff to make contact with person providing feedback
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Secure Record
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Checkbox
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Cases marked as secure will be kept private and secure and full details are only visible to authorised users.
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Details
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Feedback Category
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Selection list, including:
- Positive - Negative |
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Feedback Topic
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Selection list of Feedback Topics
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Feedback details
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Selection list of areas in Cemetery
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Person Providing Feedback
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Lookup to Person records
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Auto-filled if record is created from Cases screen on Person record
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Deceased
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Lookup to Person records with status deceased
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Location
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Lookup to Location records
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Auto-filled with deceased current location (code)
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Garden Plant Locations
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Lookup to Garden Plant Location records
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Area, S1/S2/S3
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Lookup to Area (S1/S2/S3) records
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Auto-filled from location and/or garden plant records
Area S3 only available if configured for use
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Details of Feedback
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Free form text entry
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to capture details of feedback
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Status
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Assigned To
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Lookup to staff
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Team
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Selection list of Cemetery teams
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Stage
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Workflow stage
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