List of Civica iCasework Customers
London, SW15 6AR,
United Kingdom
Since 2010, our global team of researchers has been studying Civica iCasework customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Civica iCasework for Case Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Civica iCasework for Case Management include: Ageas UK, a United Kingdom based Insurance organisation with 2600 employees and revenues of $835.0 million, RAC France, a France based Insurance organisation with 51 employees and revenues of $5.0 million and many others.
Contact us if you need a completed and verified list of companies using Civica iCasework, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Civica iCasework customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Ageas UK | Insurance | 2600 | $835M | United Kingdom | Civica | Civica iCasework | Case Management | 2014 | n/a |
In 2014, Ageas UK implemented Civica iCasework for Case Management to support its customer complaints and relations function. The implementation was centered on operational use within Customer Relations and Customer Service teams, where staff used Civica iCasework to record complaints, manage case workflows, and track correspondence through the lifecycle of each complaint.
Civica iCasework provided core case management capabilities including case recording, evidence attachment, correspondence generation, activity tracking, and structured complaint resolution workflows, enabling investigators to log outcomes and redress decisions. Ageas personnel leveraged these capabilities to evaluate compensation, produce final responses, and complete monthly trend and root cause analysis as part of governance routines.
The Case Management deployment operated alongside other systems explicitly referenced by staff, investigators reviewed complainant phone calls in the Nice system and used MS Access and Excel to extract management information reports such as complaints data, redress data and frontline corrections, with PowerPoint used to present findings to partners and senior leadership. Operational coverage included liaison with third parties and brand partners including John Lewis, Vauxhall, Toyota, VW Financial Services, ingenie Telematics and the Financial Ombudsman Service, supporting complaint investigations from initial intake through to final response.
Governance and process elements included adherence to FCA guidelines, structured callbacks to keep customers informed, and consistent quality assurance scoring across the team, with documented processes for evaluating and concluding complaints. Outcomes recorded by staff included 175 final responses issued over a 20 month period with only 4 escalations to the Financial Ombudsman Service, presented by the team as evidence of fair and reasonable case outcomes.
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RAC France | Insurance | 51 | $5M | France | Civica | Civica iCasework | Case Management | 2021 | n/a |
RAC France implemented Civica iCasework in 2021 as a customer-facing Case Management solution, deploying the Civica iCasework application on its public website to capture enquiries and service requests. The implementation centers on online case intake from the RAC portal, establishing Civica iCasework as the primary platform for logging and tracking customer enquiries related to insurance and breakdown services.
Civica iCasework was configured to support standard Case Management capabilities including web form intake, case lifecycle management, workflow automation, role-based routing, SLA tracking, and document attachment and retention. The configuration emphasizes structured enquiry capture, automated assignment to specialist teams, and audit trails for case histories, aligning with common case management functional terminology.
Operational coverage focuses on customer service and claims handling within RAC France, with the Civica iCasework instance integrated into the public website to provide direct citizen facing intake and tracking. Governance was implemented through role-based access controls, case escalation and resolution workflows, and administrative configuration for queue management and reporting, providing an auditable operational framework for ongoing case processing.
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Buyer Intent: Companies Evaluating Civica iCasework
- Forestry England, a United Kingdom based Government organization with 1000 Employees
- De Vere, a United Kingdom based Leisure and Hospitality company with 500 Employees
- Max Accountants, a United Kingdom based Banking and Financial Services organization with 10 Employees
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