Application forms
OmbuDesk includes one or more application forms. Use one of our pre-made forms or take advantage of a form tailored to your specific requirements. Additionally, the forms will always be adapted to your corporate design. The forms can also be integrated into your CMS, seamlessly blending into your website.
Dashboard
A focused workflow is crucial for working efficently. The OmbuDesk dashboard enables users to do just that. It clearly displays those complaints and messages that require actions. These can be incoming messages related to a complaint, expired deadlines, pending approvals, or other events that demand attention.
Report Dashboard
The report dashboard allows you to visualize data from your dispute resolution body with just a few clicks. This ensures that you and your team always have an overview of key performance indicators of your work.
Complaint view
The central tool in OmbuDesk is the file view or the complaint view. All data from the application form is displayed here. The complaint has an assigned status, and the timeline of all events is shown. This includes all messages, uploaded documents, deadlines, and status changes. Additionally each action leaves a trail, so it is clear who performed it and when.
Administration Complainant
Each complaint is assigned to a complainant, although representatives acting on behalf of the complainant can also be entered. When a complainant opens their first case, a master record is created for them. For subsequent messages, document uploads and other possible actions the correct complaint is identified – by the email address of the complainant – and automatically assigned to the complaint. All complaints assigned to a complainant are listed in their detail view. From there, you can navigate directly to the relevant complaint. It is also possible to search for and filter complainants.
Administration Respondents
Each case is assigned to one or more respondents. Based on the information provided in the application form, the system suggests respondents that are already known. This prevents respondents from being entered twice. Case managers can merge respondents to eliminate duplicates in the data.
All complaints assigned to a respondent are listed in their detailed view. From there, you can navigate directly to the respective complaint. It is also possible to search for and filter respondents.
Multilingualism (internationalization)
The application is available in German and English as standard for both administrators and complainants/respondents. The language displayed depends on the user's browser settings. However, the language can also be changed manually. Any additional languages can be added on request.
GDPR-compliant deletion of data
The application independently examines the data for old complaints that have already been completed and performs automatic anonymization. This preserves statistical data such as the number or outcome of complaints that have been resolved, etc. However, all data that that would allow conclusions about individuals is removed. The exact time at which old data is removed is configured individually at the customer's request.
Different communication channels for exchanging messages and documents
between the complainant, the respondent and the dispute resolution body
Portal access for all parties
The application has an internal user interface that is operated by the administrators. This user interface can be used to process complaints and communicate on behalf of the dispute resolution body. If the appropriate rights are available, configurations can be carried out as an administrator. In addition, there is a publicly accessible user interface for complainants and respondents, which allows all parties involved to view their own complaints. These users can also send messages to the dispute resolution body and upload documents via the interface. The visibility of these documents and messages is controlled by the responsible administrator.
Emails and messages
Messages can be sent and received by all parties via the user interface. In addition, all messages sent by the dispute resolution body are sent to the parties by email. Similarly, all parties can send messages to the dispute resolution body by email. Incoming emails are automatically assigned to a complaint.
Phone calls and letters
OmbuDesk offers the option of logging phone calls and letters. This may involve information provided by the dispute resolution body without creating a new complaint. However, it may also involve logging phone calls in connection with the processing of a specific complaint. This ensures that telephone calls can be traced retrospectively and form part of the documentation for a specific complaint. A similar function is available for letters, whose receipt and content can be recorded.
Documents
OmbuDesk supports the storage, visibility, and sending of documents at different levels. All parties can upload documents to a complaint. Documents are initially visible in the complaint to the sender and to the dispute resolution body. However, the case manager can extend visibility to other parties. All documents received as email attachments are also automatically added to the complaint. From there, they can be forwarded and their visibility modified. In addition, the dispute resolution body can store standard documents, which can then be sent to other parties or released to them as needed, including in conjunction with email templates.
Messenger apps
In addition to communication via email and portal, it is also possible to integrate messenger apps into the communication flow. This integration is customized according to customer requirements. Examples include sending and receiving via WhatsApp, SMS, or the newer RCS standard, which is now available on both Android and iOS devices.
Full-text search
Users of modern applications are accustomed to lightning-fast searches à la Google & Co. OmbuDesk takes this into account by integrating a search engine that can search through very large quantities of complaints in a fraction of a second using a full-text search. The search engine also tolerates typos. This allows you to efficiently search through old complaints for any terms, complainants, documents and notes.
Complex criteria search
In addition to the full-text searches, a complex criteria search can be formulated and combined with any number of filter conditions. Searches configured in this way can be saved under a name of your choice so that they can reused at any time. In this way, individual complaints, completed complaints from the last two weeks, all files with respondent XYZ, and any other complex searches can be formulated and used again and again.
Coming soon: Similarity search
One special search function is the AI-supported similarity search. This allows the administrator to freely formulate a set of facts. The AI searches for complaints that are similar to the description. This type of search represents a new level of user friendliness as search results are also displayed if the used terms are different to those used in a previous complaint.
Functions for configuring and customizing the application
Text templates and text blocks
To enable efficient complaint processing, both global and user-specific text templates and text blocks can be configured by the users. Text templates and text blocks represent frequently used emails or individual paragraphs. Placeholders can be used within these pre-formulated texts, which are replaced by the data of individual fields in the complaint. Examples include salutations, names of parties, case numbers, and many other fields. Text templates can also be linked to the creation of deadlines, so that sending certain text templates automatically trigger the creation of deadlines.
Custom fields
OmbuDesk can be highly customized to meet the specific requirements of any dispute resolution body. These customizations are carried out by our development team at the customer's request. It is also possible to make user-defined customizations. “Custom fields” are fields that are defined by the dispute resolution body itself and are added to each complaint in the file view. It is also possible to automatically transfer these custom fields to the application forms so that they can be filled in directly by the complainant.
User management
User authentication in OmbuDesk is easily done by using the user authentication system already established in the dispute resolution body (keyword: single sign-on). OmbuDesk can be integrated into Office 365, Microsoft Active Directory, Google Workspace, or any other OAuth2-compliant authentication system. If such integration is not desired, the user management system integrated into OmbuDesk can also be used. It supports the creation and blocking of users, the management of rights, and the changing of passwords.
Custom selection lists
In many places within the software, users are offered selection lists for filling in data fields. These can include the status of a file, salutations, industry selection, or other data fields. To make the application more flexible, administrators of the OmbuDesk platform can configure many of these selection lists themselves.
AI models support case managers and conciliators
with formulations, summaries, translations, and other tasks.
OmbuDesk-Chatbot
The OmbuDesk chatbot can be enabled for case managers and conciliators. You can integrate a language model (LLM) of your choice here. The chatbot is familiar with the details of a case and can assist you by answering specific questions.
Text simplification
It is often necessary to explain complex information, some of which is formulated in legal terms, in a way that can be understood by laypeople. The AI-supported simplification function helps with this by taking on this task and preparing messages accordingly.
Automated translation
OmbuDesk supports the case manager in translating any type of text. This can include incoming messages from complainants or respondents, but also the translation of outgoing messages. In total, over 50 different languages are supported for translation.
Automated summaries of the file
Summaries are one of the strengths of modern language models. OmbuDesk uses this functionality to create a concise summary of the complaint in real time based on all the available data - including messages and documents. This makes it much to get an overview of a complaint you didn't work on in a long time and this increases the efficiency.
Microsoft Office 365
OmbuDesk can be integrated into Office 365 on request. User roles (superuser/administrator/case manager) are managed via the Microsoft Entra user interface. Users log in to OmbuDesk using their regular Microsoft login details. This allows OmbuDesk to guarantee maximum security for the login process. Staff additions and departures are thus carried out in a single location, and users do not have to remember any additional passwords. Likewise, all email sending and receiving is done via Microsoft-specific interfaces. The company's email domain is used. In addition to authentication, OmbuDesk supports various forms of reports and exports in Microsoft Excel and Microsoft Word formats.
Google Workspace
OmbuDesk can also be integrated into Google Workspace on request. User roles (superuser/administrator/case manager) are managed via Google Admin. Users log in to OmbuDesk using their regular Google login details. This allows OmbuDesk to guarantee maximum security for the login process. Staff additions and departures are thus handled in a single location. Users do not need to remember any additional passwords.
Microsoft Active Directory
OmbuDesk can optionally use Microsoft Active Directory for user authentication and authorization. You manage your users in MS AD as usual, while OmbuDesk authenticates the users and retrieves the OmbuDesk groups assigned to the user to control their rights.
OAuth 2.0
In addition to integration with Microsoft and Google, OmbuDesk can of course also be seamlessly connected to any OAuth 2-compliant authentication server, such as JBoss Keycloak.
ReST API
All functions of the OmbuDesk software are available via a ReST interface. This allows OmbuDesk to be integrated into any other system. Our software engineers will be happy to advise you on the wide-ranging possibilities this offers.
Conversely, we can also integrate any interfaces from OmbuDesk into other systems on request.
Data import/migration of files from the old application
Want to transfer data from your old application to OmbuDesk? No problem. We have extensive experience in migrating data from legacy systems. After analyzing the data structures of the old application, we implement migration scripts that import your old data into OmbuDesk at a defined time, with high performance and fully automated.
Functions such as setting deadlines, changing statuses, approval mechanisms, and vacation replacement help you to manage the processes involved in case handling.
Deadlines
OmbuDesk enables you to set deadlines so that your complaints are resurfacing at the right time. If a deadline passes, the complaint automatically appears in the dashboard of the person handling the complaint. This triggers the resumption of the complaint processing and ensures that no deadline goes unnoticed. This feature helps case managers to focus on the complaints that are most important at any given time.
Permission and approval processes
Depending on the organizational structure, it may be necessary to involve additional employees for certain decisions. OmbuDesk supports this with an approval processes. That's why drafts of messages can be forwarded to authorized personnel for approval. These employees are then informed via the dashboard and an email notification that pending approvals are available. As soon as the request has been approved or rejected, the other person is notified. Case processing can then continue. These approval processes are logged to ensure that the underlying decision-making processes are traceable and transparent.
Support for different types of procedures
In addition to simple complaint handling procedures, OmbuDesk can also support advanced types of procedures, such as those conducted through legal channels. Please contact us so that we can assist you in implementing your specific requirements.
Monitoring and tracking of the complaint status
The status of a complaint describes the progress of its processing. The individual terms of the statuses can be freely defined by the administrators. Every status change is logged in the application with the date, time, and name of the person who made the change. The same applies to all messages sent, notes made, and documents uploaded. This ensures that the process is transparent and traceable at all times.
Vacation replacements
OmbuDesk offers a simple and effective way to cover for colleagues who are on vacation or sick leave. An employee takes on the role of their colleague and navigates within the view of the position they are covering. All actions are recorded by the person actually performing them, ensuring that all steps are traceable, even in the case of vacation cover.
Text correction
Communication is an essential part of any dispute resolution body. Every day case managers send out dozens of messages. That’s why, in OmbuDesk, you can have the content of an email corrected with just one click – using AI – and thus avoid spelling mistakes.
OmbuDesk is a product from CIIT Software. We have been focusing on the development of customized software solutions for over 20 years. Please let us know your needs and requirements. Together, we will find a solution tailored to your needs.
OmbuDesk is GDPR compliant.
Yes. From June 2025, all websites covered by EU accessibility legislation (EAA) will be required to comply with the WCAG 2.1 AA standard. OmbuDesk already meets all the requirements for this. For example, it is possible to switch to simple language within the text templates.
Yes - you have the opportunity to try out a demo version free of charge for 30 days. See for yourself how efficient our functions are and how easy the administration process is.
Payments are made upon invoice.
If you decide to change your subscription package, please contact us! Together we will find a customised solution for you.
