eCasework vs IEG4 Customer Relationship Management

eCasework is case management and CRM software for councillors, MLAs, AMs, MPs, MSPs and unions. It brings together case records, contacts, email, a diary and file storage, with tools to track issues, deadlines and events. Users can search caseload information and set reminders for follow-up. Messages forwarded from configured email addresses can create cases automatically, and correspondence sent from a case is stored in its history. The cloud-hosted service runs in a browser on a computer, tablet or smartphone without a software download; a calendar link can sync its calendar with iOS or Android devices.

The Individuals plan is £100 a year, billed annually, and includes unlimited cases and contacts, up to three caseworkers and dedicated support. There is no free plan, but a 30-day trial requires no card details and can be cancelled at any time. Teams pricing is available by contacting the provider. eCasework was developed by Porism Ltd.

IEG4 Customer Relationship Management is a cloud-deployed web CRM for council contact centres and local-government staff. It records citizen interactions across face-to-face and digital transactions, tracks and categorizes issues, supports collaboration, and provides reporting on customer behaviour and service patterns. Staff receive a complete interaction view and can use profiles and needs for dynamic segmentation and targeted services. Case routing and assignment are automated. Email, SMS, and social-media communication are available inside the CRM, and customer data and interactions update in real time. IEG4 describes the CRM as part of a Digital Experience Platform combining its Customer Portal and Workflow & Case Management. Its services run in Microsoft Azure, with access that does not depend on internal council IT services. An Integration Proxy Service uses Azure Service Bus and AES 256 encryption for council-network communication. The company was founded in 2006.