Welcome to OmbuDesk
OmbuDesk is a modern dispute resolution software used for the efficient management and processing of disputes. This manual describes OmbuDesk from the user's perspective.
Core Functions
OmbuDesk enables you to map your entire dispute resolution process. Here you can see an overview of OmbuDesk:
- Digital Case Files: One centralized digital case file for every complaint including all data, communication, case history & more.
- Integrated Communication: Complete processing of all communication directly in OmbuDesk.
- Document Management: Easy management of all documents, master data & correspondence.
- Deadline Monitoring: Automatic creation, monitoring and reminder of deadlines for your parties and internal processing.
- Statistics and Reports: Effortless generation of reports, statistical analysis and the visualization of key performance indicators.
How is the manual structured?
The manual follows the structure of OmbuDesk:
- Dashboard: Overview of important key figures, new applications & messages, as well as deadlines & approvals.
- Case Overview: Complete list of all applications/cases.
- Digital Case File: Detailed description of the digital case file and the available quick actions.
- Complainant: Directory and management of complainants.
- Respondent: Directory and management of respondents.
- Deadlines: Central view of all deadlines.
- Unassigned Messages: Management of messages that cannot be assigned to any case.
- Search: Powerful search functions in OmbuDesk – including the global search, filter/criteria search and the similarity search.
- Reports: Easy access to reports that are tailored to your wishes.
- Settings: Administration area that enables automation, customizing of fields, statuses and more.
What terminology is used in this manual?
We are well aware that terminology differs for every body that handles complaints. However, this manuals' main purpose is to explain all core functions and case processing options as cleary and easy as possible.
This is why the following choices have been made for the used terminology:
Ombudsman, Alternative Dispute Resolution and Commissioner Offices are always referred to as "dispute resolution offices".
Complaints are mainly referred to as "cases", when used in the context of the application. Similarly, the "digital case file" bundles all data, communication, documents and processing functions of a complaint.
Employees, which handle complaints, are referred to as "Case Managers". Ombudsman, Arbitrators, Adjudicators, etc. are referred to as "Conciliators".
Important to know: Changing any terminology is free of charge, when you decide to use OmbuDesk.