What an excellent idea. Would probably entail new computer systems. Now that really would cause delays. Wouldn't it be great in the the long-term, though! Perhaps you can ask someone there next time you speak to them about something. It would save them alot of time digging out files etc.
Even if they don't have a tracking system we can access, surely they must have an internal tracking system, ie the CO put an entry on a networked computer when they do something with a case. That way your CO can get access to your ase in a couple of secs, as long as you have given them the case no and replying to the e-mails. in reality it probably takes around 2-3 minutes. If your file is misplaced, then it's a good thing if they have to go and find it!! If they can access that information quickly when you ring, they can access it in the same way to reply to an e-mail. I don't know I haven't rung them, how long does it normally take them to access the information when you ring?
I don't think one or two e-mails will make a significant difference to how long it takes them to deal with your case, but there you are. And, as I say, you are paying alot of money for this. If you sent e-mails everyday to them that's a different matter!
-- Seabird
