Operations & CaseManagement Systems
A single controlled record for every job, case, matter or request — with explicit ownership, explicit status, the tasks that sit underneath it and a history that cannot be quietly rewritten.
The system that answers “where has that got to?” in three seconds.
Operational work has a shape: something arrives, somebody takes responsibility for it, work happens, and it finishes with an outcome. Most organisations manage that shape informally until the volume makes informality expensive.
A case management system makes the shape explicit. Every item has an identifier, a type, a priority, an owner and a state. Tasks hang beneath it. Notes, documents and correspondence attach to it. Nothing important lives only in somebody's inbox.
We build these systems around the process you actually run, including the exceptions. If your work has three routes through it depending on the client type, the system has three routes — not one route and a text field where people write what really happened.
What this service is built to remove.
These are the operational costs that rarely appear on a budget line, because they are absorbed as effort rather than paid as invoices.
Work arrives through four channels and lands in three different places.
Email, telephone, a web form and a walk-in each create a record in a different system, or in none. Consolidating intake is usually the first change we make.
Status is a matter of opinion.
“Nearly done” means different things to different people. Defined states remove the ambiguity and make reporting possible for the first time.
Nobody knows who owns a given item.
Shared mailboxes create the illusion of shared responsibility. Explicit assignment, visible to everyone, ends the assumption that somebody else has picked it up.
Deadlines are tracked by memory and calendar reminders.
Due dates that live in the record, with escalation when they pass, remove the dependence on an individual remembering to look.
Handover between teams loses context.
When notes, files and decisions travel with the record, the receiving team starts from where the last one finished rather than from a summary email.
You cannot evidence what was done.
In a complaint, an audit or a dispute, a reconstructed email chain is weak. A timestamped, attributed record is not.
Components of a case management build.
Not every engagement includes all of these. Scope is agreed in writing before work starts, and the quotation states exactly which are included.
Request to reporting, without a gap.
The chain below is the reference model we start from. Your process will differ in vocabulary and in the number of steps — but every stage has to exist somewhere, and every stage has to leave a record.
Where this service is normally applied.
Six stages, each with something to review.
You are never asked to approve a large amount of work you have not seen. Each stage ends with a document or a working system you can look at.
- Stage 01Process walkthroughWe sit with the people doing the work and follow real items end to end, including the ones that went wrong. Output: a written process description.
- Stage 02Data and workflow modelEntities, relationships, states and transitions agreed in writing. This is the document that determines whether the system works in three years.
- Stage 03Interface designScreen layouts for the tasks people perform most often, reviewed with those people before anything is built.
- Stage 04Build and reviewDelivered in reviewable increments, with the core record and workflow first so you can test the substance early.
- Stage 05Migration and acceptance testingExisting records imported, then structured testing against agreed scenarios. Defects are fixed before go-live, not logged for later.
- Stage 06Go-live, handover and support windowTraining for administrators, written documentation, and a defined post-launch support period stated in the quotation.
What you hold at the end.
- A working, deployed case management system
- Written process description agreed with your team
- Documented data model and workflow specification
- Administrator documentation and user guidance
- Migrated historical records where in scope
- Export routes for all of your data
- Acceptance test record showing what was verified
- A defined support window after go-live
From £2,400.
Prices are exclusive of VAT where applicable. Nothing on this page is a binding offer; a written quotation is.
And who it is not for.
We would rather tell you now than three weeks into a project.
A good fit
- Organisations handling a recurring flow of jobs, cases or requests
- Teams of roughly three to fifty people involved in the process
- Work currently managed in spreadsheets, shared inboxes or a general tool
- Processes with real rules that off-the-shelf products do not accommodate
- Situations where evidence, deadlines or accountability genuinely matter
- Businesses that want to own their system and their data outright
Probably not a fit
- A completely standard process that a mature product already handles well
- Requirements that are still changing weekly and have no agreed owner
- Organisations wanting a full ERP or finance system replacement
- Anyone seeking the cheapest possible option with no ongoing ownership
- Projects with no internal person available for walkthroughs and testing
Often taken alongside this one.
Frequently asked.
Yes, and that is the normal starting point. We document how the work is done today, then build to that. Where we think a step is genuinely counter-productive we will say so and explain why — but the decision is yours, and we will build the process you want to run.
The one thing we will insist on is that the states are unambiguous. Where a process currently relies on a shared understanding of what “in progress” means, we will ask you to settle it.
Where the data is consistent enough to migrate, we import it and you keep the history. Where it is not, we will tell you honestly what can be brought across cleanly and what would need manual work, and you decide how much of that is worth doing.
Migration of a straightforward existing record set is usually included. Extensive cleansing or reconciliation is quoted separately, because the effort varies enormously.
Yes — assignment notifications, due-date reminders, escalations and status updates to customers are all common. We normally recommend starting with fewer notifications than people initially ask for, because a system that emails constantly is a system people learn to ignore.
The systems we build are responsive and work in a mobile browser. Where field staff need to record work, capture photographs or collect signatures on site, we design those specific screens for touch use rather than shrinking the desktop layout.
Genuine offline working — recording data with no signal and synchronising later — is a materially larger piece of work and is scoped and priced separately.
On full payment, intellectual property in the bespoke work we produce for you transfers to you, as set out in our Terms & Conditions. Any third-party components remain under their own licences, which we identify in the quotation. Your data is yours at all times.
Every build includes a defined support window after launch, stated in the quotation, during which we correct defects in the delivered work at no additional cost. Beyond that we offer support and change work on an agreed basis — either as ad-hoc requests or as a small monthly arrangement, whichever suits you.