New Whistleblowing Portal Update for Customers

New Whistleblowing Portal Update for Customers

By Simon Johnson, Safecall Product Manager

At the beginning of 2022 SafeCall made a pledge to heavily invest in the development of our whistleblowing platform, promising to offer our customers a market leading, reporting and case management application to complement our best-in-class telephony service.

We want to increase the value of our platform to our customers by making it as simple as possible to review, investigate and manage cases raised by whistleblowers, allowing them to come to amicable resolutions as quickly as possible.

The first phase of these developments is now nearing completion and we’re in the final throws of user acceptance testing, so we’re going to start migrating our customers across onto the new platform over the coming weeks and months.

A fresh look and feel

Our approach has been one of building upon and improving our existing proposition. We’ve achieved this through the development of a new front-end without completely reinventing the wheel.

Both customers and whistleblowers alike will see a fresh all-new look and feel, alongside a huge improvement in user experience.

During this initial release we’ve kept the level of functionality on a par with our existing platform. This has allowed us to focus on delivering some marked improvements to certain features and areas of functionality, ensuring customer get the best out of the platform.

Delivering phase one in this way enables us to migrate our user base over to the new platform with minimal disruption.

It also allows our customers to familiarise themselves with the new look and feel before we begin rolling out new features in subsequent phased releases.

We’ve continued to build upon our partnership with Microsoft Azure, and now offer best-in-class identity and access management including the latest in two-factor authentication via email.

We’ll be building upon this and soon be able to offer our clients two-factor authentication via MMS and single-sign-on (SSO) as well.

Advanced clients will see improvements to the case management functionality.

There will be an all-new user interface for messaging, and this will include two separate messaging features.

The first will be for privately communicating with colleagues and the second for sending messages to the whistleblower. We’ve adopted an overall modern look and feel to the user interface so that most users will already be accustomed to how to use this.

There’s also now a separate documents area where our advanced clients can upload and attach files to cases.

Again, this is split into two sections enabling our users to upload privately or to upload files that can be shared with the whistleblower for review.

In addition, an all-new reporting area gives our advanced clients the ability to view a selection of reports by timeframe and export their data for further analysis.

We will be investing in this section over the next phases of development, with a view to making reports as customisable as possible and allowing users to drill down to extract some real actionable insights.

Customers will also be pleased to learn we’re now providing more control to set up and manage users within their organisation, alongside the ability to further configure their account. This will include being able to manage custom case classifications, departments, and awareness sources.

Each of these features will be available on every case, allowing customers to tailor the system to their organisational needs.

Alongside all of the exciting developments we’re making on our customer whistleblowing platform we’ve also been busy building out an all-new experience for the whistleblower.

Whistleblowers are now able to create a case using the same new front-end style customers experience and be able to login and track their cases, communicating with managers via the new messaging and document management features.

Lastly, the whistleblower experience is now fully optimised for use on mobile devices and as before is still available in more than 68 languages, ensuring that we’re capturing the case information as effectively as possible.

About Safecall Ltd

Safecall is an outsourced whistleblowing hotline provider to businesses and organisations around the world.

For over 20 years we have been providing a specialist and independent service that helps to protect business and keep employees safe.

We have a people first ethos, with all our call handlers having first-hand experience of the issues reported. We pride ourselves on our style, which is conversational and empathic.  None of our calls are scripted and we are experts at taking high quality reports. 

Safecall operates from a UK call centre, 24 hours a day, 7 days per week all year round.  Serving businesses in the UK, Europe and over 150 countries around the globe, conversing in over 170 different languages.

We help businesses and organisations who want to tackle a variety of whistleblowing issues including potential racism, sexism, fraud, discrimination, bribery, health and safety violations, modern slavery, bullying, and violence in the workplace.  

We also offer highly skilled investigations training and bespoke support that utilises our expertise.

We are proud to be a Law Debenture company.  Law Debenture was founded in 1889 and is listed on the London Stock Exchange.  It is recognised globally for its expertise in longstanding investment trusts and is a leading provider of independent governance and transactional support services. Clients include large corporates, law firms, banks or funds, private equity, SMEs, hedge funds, start-ups, and private clients.