Civica Complaints Management vs FocusOSHR

Civica Complaints Management is a cloud platform for capturing, managing, responding to and reporting on customer feedback and complaints across an organisation. Feedback can arrive through web, phone, email and social media. Low-code and no-code workflow tools let organisations configure processes and update them as needs change; correspondence tools automate case handling to reduce repetitive work. Reporting includes automated and custom reports, plus real-time keyword alerts intended to help identify problem areas. Integrations span client and back-office systems, social media, email, telephony, mobile apps, content and document management, postal delivery, staff directories, single sign-on and calendaring tools. REST APIs support case updates and queries, while an email API can scan messages sent to a chosen mailbox. A self-service portal can let stakeholders register and manage casework online. The responsive, browser-based interface works across devices. The datasheet describes single-tenant database schemas, data segregation, advanced controls and cloud-region deployment options. It also lists ISO 9001 and ISO 27001 accreditation and redactable audit trails for each case. Pricing is available by enquiry.

FocusOSHR is a web-based HR employee relations platform for managing cases, workplace investigations, communications, compliance monitoring, and employee engagement. Case management tracks work from intake through resolution, with activity logs, SLA monitoring, and duplicate detection. Its Investigations Hub organizes investigations into six stages and supports notes, findings, priority levels, and links to HR cases. The site describes an AI HR Assistant trained on HR policy that can draft responses, review emails, and offer corrective-action guidance. A template library includes more than 16 HR documents, such as warnings, termination documents, FMLA letters, and offer letters. Access controls include admin and reviewer roles, protected routes, and row-level security. FocusOSHR states that data is encrypted with AES-256 at rest and TLS 1.3 in transit. Listed authentication options include Google, Apple, and Microsoft SSO, SAML 2.0, and SCIM 2.0 provisioning; payroll and benefits integrations are for Enterprise. Plans range from Free at free, billed forever, to Enterprise at $249 a month. The company says its processes align with SOC 2 Type II Trust Service Criteria and describes GDPR compliance, but clarifies it is not a HIPAA covered entity.