Financial Case Management System
Every email, WhatsApp and call turned into a case file — and one desk where the whole team’s work, and pace, is finally visible.
The problem
A financial advisory practice ran client work out of individual inboxes and personal WhatsApp threads. Nobody could say what was outstanding, who was carrying it, or how long anything had taken — and when a consultant was on leave, their clients went quiet with them.
What we built
- 1
One case record per client request: every WhatsApp message, email, document and internal note attached to the case rather than to a person’s inbox.
- 2
A unified inbox where each inbound message arrives already linked to its case, filtered by channel, and answered — WhatsApp or email — without leaving the screen.
- 3
A case register that reads as a list or as an urgency board — overdue, due today, this week, completed — so the desk is triaged before the day starts.
- 4
A cover-a-colleague view: switch to any consultant and see their work exactly as they do, so nothing stalls while someone is away.
- 5
Merging and linking, so the same request arriving twice on two channels ends up as one case, not two.
- 6
Client flags and staff guidance on the case header — VIP handling, call-only instructions — shown before anyone replies.
- 7
Team performance reporting: case volumes, overdue rate, resolution speed and workload per consultant, exported to CSV or PDF.
- 8
An activity log on every case, so who changed what, and when, is never in question.