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. Naturally, 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
For efficient work, a focused workflow is crucial. The OmbuDesk dashboard supports users in this. It clearly displays those files and messages that require processing. These can be incoming messages related to a file, expired deadlines, pending approvals, or other events that demand attention.
Report-Dashboard
Das Report-Dashboard bietet Ihnen die Möglichkeit, Daten Ihrer Schlichtungsstelle mit nur wenigen Klicks zu visualisieren. So behalten Sie und Ihr Team immer den Überblick über wichtige Kennzahlen Ihrer Arbeit.
File views
The central view in OmbuDesk is the file or case. All data from the application form is displayed here. The case is assigned a status, and the timeline of all events is shown. This includes all messages, uploaded documents, deadlines, and status changes. For each action, it is clear who performed it and when.
Administration Applicants:
Each case is assigned to an applicant, and representatives can also be entered to act on behalf of the applicant. When an applicant opens their first case, a master data record is created for that applicant. For subsequent applications, the applicant is identified, for example, by their email address and automatically assigned to the case.
The detailed view of an applicant lists all cases assigned to them. From there, you can navigate directly to the respective case. Naturally, it is also possible to search and filter by applicant.
Administration Respondents:
Each case is assigned to one or more respondents. Based on the information provided in the application form, the system suggests companies that are already known as respondents. This prevents respondents from being entered twice. Case workers can merge respondents to eliminate duplicates in the data.
All cases assigned to a respondent are listed in their detailed view. From there, you can navigate directly to the respective case. Of course, it is possible to search for and filter respondents.
Multilingualism (internationalization)
The application is available in German and English as standard for both administrators and applicants and 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 cases that have already been closed and performs automatic anonymization. This preserves statistical data such as the number or outcome of cases treated, etc. However, all content that allows conclusions to be drawn about individuals is removed. The exact time at which old data is removed is configured individually at the customer's request.
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 cases and communicate on behalf of the arbitration board. If the appropriate rights are available, configurations can be carried out as an administrator. In addition, there is a publicly accessible user interface for applicants and respondents, which allows all parties involved to view their own cases. These users can also send messages to the arbitration board and upload documents via the interface. The visibility of these documents and messages is controlled by the responsible administrator.
E-mails and messages
Messages can be sent and received by all parties via the user interface. In addition, all messages sent by the arbitration board are forwarded to the parties by email. Similarly, all parties can send messages to the arbitration board by email. Incoming emails are automatically assigned to a case.
Phone calls and letters
OmbuDesk offers the option of logging phone calls and letters. This may involve information provided by the arbitration board without creating a new file. However, it may also involve logging phone calls in connection with the arbitration of a specific case. This ensures that telephone calls can be traced retrospectively and form part of the documentation for a specific file. 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 file. Documents are initially visible in the file to the sender and to the arbitration body. However, the case handler can extend visibility to other parties. All documents received as email attachments are also automatically added to the file. From there, they can be forwarded and their visibility modified. In addition, the arbitration body can store a number of 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 files in a fraction of a second using a full-text search. The search engine also tolerates typos. This allows administrators to efficiently search old cases for terms, people, or facts.
Complex criteria search
In addition to full-text searches, complex search criteria can be formulated and combined with each other. Searches configured in this way can be saved under a name of your choice so that they can be called up again. In this way, individual files, closed files from the last two weeks, all files with respondent XYZ, and any other complex searches can be preconfigured 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 cases that are similar in content to the description. This type of search represents a new level of quality, as search results are also displayed when terms other than those used in a previous case are used.
Functions for configuring and customizing the application
Text templates and text modules
To enable efficient case processing, both global and user-specific text templates and text modules can be configured by users. Text templates are used to reuse frequently used phrases in the form of entire emails or individual paragraphs. Placeholders can be used within these pre-formulated texts, which are replaced by individual fields in the file. 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 triggers the creation of deadlines.
Custom fields
OmbuDesk can be highly customized to meet the specific requirements of ombudsman and arbitration bodies. 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 arbitration body itself and added to each file. It is also possible to automatically transfer these custom fields to the application forms so that they can be filled in directly by the applicant.
User management
User authentication in OmbuDesk can be easily carried out using the user authentication system already established in the arbitration 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.
Ombudsman chatbot
The OmbuDesk chatbot can be activated for both administrators and applicants. It uses the latest available language models (LLMs) and can be “fed” with specific content from the respective arbitration bodies. This enables the chatbot to automatically answer applicants' questions in advance and support case workers in responding to and resolving arbitration requests.
Text simplification
It is often necessary to write complex information, some of which is formulated in legal terms, in a way that is as understandable as possible for laypeople. The AI-supported simplification function helps with this by taking on this task and preparing messages accordingly.
Automated translation
OmbuDesk supports the person handling the case in translating any type of text. This can include incoming messages from applicants 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 case in real time based on all the data in a file, including messages and documents. This makes it much easier to represent or rework a case and increases the efficiency of your case workers.
Microsoft Office 365
OmbuDesk can be integrated into Office 365 on request. User roles (superuser/administrator/clerk) 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/clerk) 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 cover help you to manage the processes involved in case handling.
Deadlines
OmbuDesk supports you in setting deadlines so that your files are resubmitted at the right time. If a deadline passes, the file automatically appears in the dashboard of the person handling the case. This triggers the resumption of case processing and ensures that no deadline goes unnoticed. This feature helps case workers focus on the files that are most important at any given time.
Release and approval processes
Depending on the organizational structure, it may be necessary to involve additional employees in the mediation case for certain decisions. OmbuDesk supports this with release and approval processes. Both draft messages and status changes to the file 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 application has been approved or rejected, the applicant 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 mediation 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 file status
The status of a file describes the progress of its processing. The individual values for the status 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.
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.