eCase vs IQVIA SmartSolve Complaint Management

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.

IQVIA SmartSolve Complaint Management is an AI-powered platform for life sciences organizations managing complaints, regulatory reporting, and post-market surveillance. Complaint data can arrive through web forms, a secure Quality intake portal, ERP or CRM integrations, web portals, and IQVIA Vigilance Detect. Configurable decision trees help distinguish complaints and adverse events from other inquiries and guide investigation and reporting. Preconfigured workflows support reportability for the FDA, EU, Health Canada, Japan, Australia, the UK, and Switzerland; the system also supports electronic reporting requirements and integration to CDRH, MedDRA, and IMDRF codes. Its AI features include language-processing extraction, generative AI assistance, automated triage, decision support, translation, and predictive analytics. Built-in reporting and trends cover recurring complaints, resolution times, and historical data, while Quality Intelligence uses Microsoft Power BI. SmartSolve connects with nonconformance, CAPA, change management, and document management modules. The fact sheet lists role-based security, password authentication, audit trails, ISO 27001 and ISO 9001 certification, and an Azure-based platform. Pricing is not published; IQVIA invites prospective customers to contact sales.