eCase vs Infreemation Complaints

eCase is paid web and API software from Fivium Limited for UK public sector organisations handling complaints and correspondence. It manages Freedom of Information and Subject Access Requests, parliamentary questions, ministerial correspondence and statutory complaints. Cases can be logged, processed, reassigned, prioritised and tracked with timelines and audit trails, while built-in approvals route workflows. Web forms capture correspondence and support logging, triage and assignment. Secure Share provides a gateway for sending responses and files to customers. Live dashboards and reports show progress and help identify patterns and bottlenecks. eCase Sync integrates with Microsoft Office and Google Docs for document uploads and version control. The service lists workflow automation, omnichannel intake, investigation tools and SLA tracking. eCase says data is stored in UK government-approved datacentres, encrypted at rest and in transit using TLS 1.2. Role-based access, single sign-on and IP whitelisting are supported. Its privacy policy notes that emails sent through eCase are not encrypted.

Infreemation Complaints is web-based case management software for handling an organisation’s complaints. It brings reports from email, websites, social media, postal mail, telephone and fax into a central database. A calendar records receipt and due dates; each case can include a snapshot, timeline, earlier requests and audit trail. Complaints are added automatically, with configurable initial responses and alerts for approaching deadlines. Rules can match similar requests, and organisations can optionally make a searchable public archive. Staff can assign cases to employees, use investigation and approval workflows, track SLAs, and view KPI reports on an online dashboard; reporting depth is basic. The cloud service runs in a browser without installation. The maker says sensitive data is encrypted, the service is GDPR compliant, and its dedicated servers and data are in the United Kingdom. It also states that it holds Cyber Essentials and Cyber Essentials Plus certification. Pricing is on request, with no set-up costs; a free trial is available for 30 days. Site licensing provides unrestricted user access.