GovMetric CaseTracker vs NeuAnalytics Complaint Management
GovMetric CaseTracker
govmetric.com
NeuAnalytics Complaint Management
neuanalytics.comSide by side
| Figure | GovMetric CaseTracker | NeuAnalytics Complaint Management |
|---|---|---|
| Price from | £1,125/mo | — |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| API | Yes | Yes |
| Plans published | 6 | 1 |
| Spec score · Complaint Management Software | 8.2 (#4) | 7.0 (#19) |
| AI | The maker says its integrated Octavia agent can triage and classify complaints, draft acknowledgements and summaries, monitor deadlines and generate reports. | AI assistance can suggest a case category or likely outcome, while an agent confirms or overrides the suggestion; AI is optional on the platform. |
| Founded | 2006 | 2006 |
| Headquarters | Oakham, Rutland, UK | Overland Park, Kansas, USA |
| Implementation | The maker says most councils go live within 8–12 weeks with a dedicated project manager, configuration workshops and training. | NeuAnalytics says most enterprise deployments go live within 60–90 days. |
| Integrations | CaseTracker offers REST APIs and connectors for CRM, contact centre and BI platforms. | The company names TSYS, FICO, Fiserv, FIS, SAP, Salesforce, Shaw Systems, defi SOLUTIONS, amdocs, HOGAN, and Finacle among its core servicing integrations. |
| Purpose | CaseTracker manages complaints, enquiries and other workflow-based cases for UK councils, housing providers and public services. | Routes fraud, dispute, complaint, bankruptcy, replevin, and probate cases into a shared repository and structured workflows with documented audit trails. |
| Security | The product page states that CaseTracker is ISO 27001 and Cyber Essentials Plus certified and uses AES-256 encryption, multi-factor authentication, and built-in business continuity and disaster recovery. | NeuAnalytics states that it holds SOC 1 Type II, SOC 2 Type II, ISO 27001, ISO 27002, and PCI DSS 4.0 certifications scoped to the hardware environment holding client data. |
Plans
GovMetric CaseTracker
- Band A — 1 case type setup£8,750, paid once
- Band B — 1 case type setup£10,500, paid once
- Band A — 1 case type annual licence£13,500 a year
- Band B — 1 case type annual licence£17,500 a year
- Band C — 1 case type setup£19,750, paid once
- Band C — 1 case type annual licence£24,000 a year
NeuAnalytics Complaint Management
- Enterprise platformPriced on request
In their own words
GovMetric CaseTracker
GovMetric CaseTracker is a complaints and case management system for UK councils, housing providers and public services. It covers corporate complaints, compliments, comments, statutory social-care complaints, councillor and MP enquiries, coroners’ enquiries and other workflow-based cases. Cases can be logged through web, email, telephone, post, face-to-face contact or mediated e-forms, with a secure portal for citizens to track progress. Workflows include automated triage, configurable stages, templates, deadline alerts and escalation triggers. The system is pre-configured for Housing Ombudsman, LGSCO and SPSO frameworks and offers regulator reporting alongside reports on trends, workload, status, escalation and other case data. Octavia AI can identify service requests, classify complaints, draft acknowledgements and summaries, monitor deadlines and generate regulator reports. CaseTracker is AWS-hosted SaaS, with data stored and processed in the EU/UK (Ireland). Listed annual licence prices are £13,500 a year for Band A, £17,500 a year for Band B and £24,000 a year for Band C, each for one case type and excluding VAT. Pricing is also described as on request.
NeuAnalytics Complaint Management
NeuAnalytics Complaint Management is an enterprise platform for creditors and lenders that organizes complaints and related case types in one repository. It routes fraud, disputes, complaints, bankruptcy, replevin, and probate matters through structured workflows with audit trails. Intake can receive cases from the CFPB, state attorneys general, OCC, FDIC, BBB, social media, internal escalations, and direct consumer contacts. Severity scoring and specialist routing support investigation, response, documentation, and archiving. The system tracks the CFPB’s 15-calendar-day response window, state and BBB timelines, and configurable internal deadlines, with alerts and escalations. Reporting covers root-cause patterns, product and channel trends, vendor scorecards, and corrective action plans. Optional AI suggests categories or likely outcomes for agent confirmation or override. Evidence, calls, correspondence, and responses can be retained under regulator-specific policies and distributed by SFTP, API, or GUI. API and web access are available; pricing is on request.