Not always obtaining critical information from reporting parties
What do you like best?
The portal is user friendly and fairly easy to navigate. Customer Service has been helpful whenever I've needed to obtain additional information and/or help.
What do you dislike?
Seems as though important questions are not being asked nor additional documentation ever requested and/or provided. However, I am unaware of what the requested setup was/is. The write ups are not always very clear or provide specific information regarding what the actual concern and/or violation is.
There may be a function but I would like to be able to set up reminder emails as I am not an administrator and do not believe I obtain reports timely, which creates timing issues for us.
Recommendations to others considering the product:
Beef up the questions to ask reporters so that the inital lead can be more efficiently reviewed. Othwerwise, this service is not relieving any internal efforts for reports. It would also be helpful if reporters were encouraged to submit or at least gather any relevant documentation and dates, etc. for when we need to conduct an interview or outreach. There have been several times where the reporter wasn't prepared and then was frustrated that they didn't know to gather or have additional information ready for us.
Be specific about the types of referrals expected and how to screen quality reports versus those who need resources or other guidance for their concern.
What problems are you solving with the product? What benefits have you realized?
So far, none as it appears as though our internal Customer Service department is inappropriately utilizing this option rather than directly referring to Compliance
