Intuitive software, built with the knowledge that its’ use in your organisation will be wide ranging: from your Consumer Relations, Compliance, field teams, R & D teams, to the factory floor etc.

Xugo has been developed with a flexible structure that allows integration with your existing business systems or industry-specific programs. If integration is needed with ERP/EAM  and/or GIS, Xugo's Application Programming Interface (API) gateway allows for rapid set-up of data exchange between Xugo and your business systems.

Xugo's search functionality enables a user to easily find information in Xugo from several categories, including Social, Cases, Tasks, Assets, Planning and also by Customer. The ability to search for, related cases, individuals, companies, properties, locations, and/or other relevant attributes. All contact details are able to be searched. Xugo's Comm's hub where all correspondence relating to a case with a customer or internally with other Xugo users are searchable and filterable. Xugo also has the added advantage of being able to search logged notes aiding in locating additional information relating to consumer, case and task records.

All Xugo users have access to Xugo's internal messaging service. Real-time internal messaging between colleagues using Xugo. Chat messages will pop up on the bottom corner of the screen and users can chat, send files and images and continue to work in Xugo smoothly without leaving the screen. Useful to get quick assistance from Dept's located in different sites when communicating in parallel with a customer.

Xugo collates all interactions (incidents/requests/feedback) from your multiple input channels (social media streams, web-loaded emails, messenger, phone calls or chat) into the Xugo Service Queue in real-time. Where a combination of rules and triage is used to assist with automated work management. The Service Queue allows your teams to focus on consumers without monitoring multiple social media streams, email inboxes etc.

The interface of the application is personalised to your company branding i.e. your logo, icon and colours. Xugo caters for your international DC's or sites by automatically translating to the language of choice, providing a localised and more user-friendly experience.

Canned responses are accessible within easy searching access of the Knowledge base, to consumer requests via email/letter, chat or over the phone. Script and text can easily be maintained in the Knowledge base set-up control. Xugo also provides the fully featured ability to create email templates that the user can select from when responding to the customer. Xugo has a comprehensive word template capability allowing the user to define specific letter and email templates that include letterheads, and email signatures that include merge codes where data from the case fields are entered automatically.

Xugo detects fraudulent activity at the initial stage, detecting the questionable claims early to reduce cost for your business. Identify repeat offenders using Xugo to check consumer history for any prior contact, claims and possible reimbursements.

Case investigation management is a standard feature of Xugo, used for creating and managing each investigation. Once the case is established a series of tasks are created to conduct separate parts of the overarching investigation. A user can attach photos, videos and documents to cases as part of an investigation as proof of analysis. Forms required to be completed can be attached to a task. Reminders and follow up actions are managed through Tasks via the start and end date/times for activities to be completed. All captured information from various tasks is linked strictly to the case and affected consumer.

Notifications can be set up to inform the user of a task that has been assigned to them, a case status change, a new email response relating to an open case, to inform the user a report is ready to be viewed etc. The notification pane lets the Xugo user review an alert instantly, without losing the context of what the user is doing. The user can view the notification and click through to the corresponding case or task via the link.

Using Xugo, optimise the exchange of information within your organisation and with your suppliers and/or retailers to minimise conflicts, resolve cases quickly and improve customer satisfaction. Maintain your supplier's information and their product details in the knowledge base. The ability to configure external user role permissions for suppliers to access the case. Assign tasks to suppliers such as 'complete a product inspection', as well as automate recurring tasks.

No matter how many brands, consumer interactions or workflows you have, Xugo can manage it. Xugo is a robust and flexible solution for managing your business processes, from simple cases to complex and extensive case and investigations. The ability to link cases and create linked tasks and sub-tasks provides for complex work management and coordination of multiple tasks throughout a series of workflows.

Connect your business in real-time with your case activity updating in your business systems. The Xugo APP for out of office work allows work in "occasionally connected, always available" mode to ensure when out of the office or in the field, your always able to complete the work, even when network connectivity is limited or unavailable. When connectivity is lost, all data is stored locally on the device and is uploaded when connectivity is next established.

Use Xugo to manage your cost estimates for cases and tasks. Capture case/task time and cost from creation to completion. Estimates are highly customisable and set at category levels. In addition to logging agent time for each case and task track associated costs, reimbursements, labour, external testing, courier and other third-party expense which be added to a task.

Xugo supports comprehensive audit logging for system and user functions, operations and transactions, which can later be reported for auditing and traceability purposes. For every Case created and managed in Xugo, there is an extensive traceability trail showing retrospectively who did what and when. Xugo logs every change to a case and shows transparently what each and every user has been doing. Xugo's comprehensive record of change logs allows for audit trails to be viewed or exported to report trends, metrics and analytics.

Xugo can be integrated with CTI and call centre solutions to help manage and streamline customer support and improve customer satisfaction. Call parameters can be automatically populated into a Xugo case eliminating the task of manual data entry.

No limits to the number of users, teams, dept.'s, sites in your business when using Xugo.

Forms/fields/interfaces are catered to your defined processes and labelled in your 'speak'.

Xugo's real-time alerts and reporting notifies you early of issues and to initiate an investigation and actions to minimise or prevent fall out. Escalation paths are defined by the Xugo user and part of Xugo's work management mechanisms to prevent and stop cases/incidents/tasks etc falling through the cracks. Escalated cases can be made private from other teams/dept's/users.

Xugo users can view the location of other users/crews and other tasks (subject to access privileges) via Xugo's map and use this information to assign tasks located nearby.