Frequentlyasked
questions.

SwiftCase is a workflow automation and case management platform built for UK service businesses. It combines case tracking, document generation, CRM, and AI-powered communications in one system. Organisations use SwiftCase to automate operational processes, reduce manual admin, and maintain compliance.

SwiftCase is used by insurance companies, legal firms, healthcare providers, property services, and professional services organisations. Any business that manages cases, claims, enquiries, or service requests can benefit from SwiftCase. Our customers range from 5-person teams to organisations with hundreds of users.

Yes. SwiftCase works for organisations of all sizes. Our Starter plan supports unlimited users, making it accessible for small teams. Many customers start small and scale as they grow. The no-code configuration means you don't need developers to get started.

SwiftCase combines workflow automation, case management, CRM, document generation, and AI communications in one platform. Most alternatives focus on just one area. We also offer unlimited users on all plans (no per-seat pricing), UK-only data hosting, and the Switchboard AI communication layer that lets AI agents take real actions during conversations.

No. SwiftCase is a no-code platform. You configure workflows, data models, and automations through visual interfaces. Most customers set up and maintain their own systems without developer involvement. We provide training and support to help you get started.

SwiftCase uses usage-based pricing with unlimited users. You pay a base platform fee plus usage charges for automation events and processed emails. This means you're not penalised for adding team members. Plans start from £500/month for the Starter tier.

The base fee includes unlimited users, the core platform (case management, CRM, workflows, document generation, analytics), a monthly allocation of automation events and emails, standard integrations, and support. Higher tiers add features like sandbox environments, advanced security, and dedicated support.

An automation event is any action triggered by a workflow - sending an email, generating a document, updating a status, calling an API, or similar. Simple status changes and data updates are low-cost events. Each plan includes a monthly event allowance, with additional events charged at a small per-event rate.

We don't offer self-service trials because SwiftCase requires configuration to match your processes. Instead, we provide personalised demos where we show the platform with examples relevant to your industry. If you'd like to test with your own data, we can arrange a proof-of-concept engagement.

Implementation services are quoted separately based on complexity. Simple configurations can be done in days; complex migrations with multiple integrations take longer. We provide a detailed scope and fixed-price quote before any work begins. Many customers handle basic setup themselves with our guidance.

Standard contracts are annual with monthly billing. We offer monthly contracts for customers who need flexibility, though these carry a small premium. Enterprise customers can negotiate multi-year agreements with volume discounts.

SwiftCase supports complex multi-stage workflows with conditional branching, parallel paths, SLA tracking, automatic escalations, and 60+ automation actions. You can trigger workflows from status changes, scheduled times, form submissions, API calls, or email receipt. The visual workflow builder lets you design processes without coding.

Yes. SwiftCase has a flexible data model with 41 field types including text, numbers, dates, dropdowns, file uploads, signatures, nested forms, calculated fields, and relationships. You define the data structure that matches your business rather than adapting to a rigid schema.

Yes. SwiftCase includes built-in CRM for managing contacts, companies, and relationships. Contact records link to cases, showing complete interaction history. You can track communication, store documents, and manage relationships without needing a separate CRM system.

You create templates in Word format with merge fields that pull data from cases. When triggered (manually or automatically), SwiftCase generates documents as PDF or Word files. Templates can include conditional sections, tables, images, and calculated values. Generated documents attach to cases automatically.

SwiftCase includes real-time dashboards, configurable reports, and OLAP-style pivot tables. You can track KPIs, monitor SLA compliance, analyse trends, and export data. Reports can be scheduled for automatic delivery. The analytics engine handles operational reporting without needing separate BI tools.

Yes. You can create portal access for clients, suppliers, or partners. Portals show only relevant data and allow controlled actions like viewing status, uploading documents, or submitting forms. Portal users don't count toward any user limits.

All SwiftCase data is stored in UK data centres with AWS and Rackspace. Data never leaves the UK unless you explicitly configure integrations that transfer data elsewhere. This is important for organisations with UK data residency requirements.

SwiftCase is Cyber Essentials certified with security policies and procedures meeting ISO 27001 and PCI DSS standards. We undergo quarterly vulnerability scanning and penetration testing. We can provide security documentation and complete vendor assessment questionnaires for enterprise customers.

Yes. SwiftCase is designed for GDPR compliance with features including data retention policies, right-to-erasure workflows, consent tracking, audit logging, and data export capabilities. We act as a data processor under a Data Processing Agreement. You remain the data controller.

SwiftCase uses role-based access control (RBAC). You define roles with specific permissions for viewing, editing, and deleting data. Users are assigned to roles, and access is automatically enforced. You can restrict access by data type, workflow stage, or even individual fields.

Yes. SwiftCase maintains comprehensive audit trails recording who did what and when. Every data change, status update, document generation, and user action is logged. Audit data is retained according to your configured retention policy and can be exported for compliance purposes.

Yes. SwiftCase supports SAML-based SSO integration with identity providers including Azure AD, Okta, and others. SSO is available on Core and Enterprise plans. We also support two-factor authentication for additional security.

Typical implementations take 4-8 weeks from kickoff to go-live. Simple configurations with standard workflows can be faster. Complex implementations with multiple integrations, data migration, and custom requirements take longer. We provide a detailed timeline during scoping.

Implementation includes discovery workshops to understand your processes, configuration of workflows and data models, integration setup, data migration (if needed), user acceptance testing, training, and go-live support. We assign a dedicated implementation consultant to guide you through the process.

Yes. Many customers handle configuration themselves, especially for straightforward use cases. We provide documentation, training, and support to help you succeed. For complex requirements or when speed matters, our implementation team can do the heavy lifting.

We support data migration from spreadsheets, legacy systems, and other platforms. The approach depends on data volume and complexity. Simple migrations can use CSV imports. Complex migrations may require custom scripts. We validate data quality and provide reconciliation reports.

Implementation includes administrator training (system configuration, workflow design) and end-user training (daily operations). Training can be delivered remotely or on-site. We also provide documentation, video guides, and ongoing support. Additional training sessions can be arranged as needed.

Yes. Core and Enterprise plans include sandbox environments for testing configuration changes before deploying to production. This lets you experiment safely, test workflows, and validate changes without affecting live data or users.

Switchboard is SwiftCase's AI communication layer. It provides intelligent agents across voice, chat, WhatsApp, SMS, and email. Unlike simple chatbots, Switchboard agents can take real actions during conversations - looking up data, booking appointments, updating cases, and triggering workflows.

Switchboard Voice handles inbound and outbound phone calls using AI. It uses Deepgram for speech-to-text and ElevenLabs for natural-sounding voices. Callers can interrupt (barge-in), and the AI maintains context throughout conversations. Calls can transfer to humans when needed, with full context passed along.

Switchboard agents use 'tools' to take actions during conversations. They can query your SwiftCase data, create and update cases, book appointments, send confirmations, process payments, and call external APIs. Actions are governed by policy guards that ensure safety and compliance.

Switchboard includes policy guards - safety mechanisms that prevent inappropriate responses, PII exposure, and unauthorised actions. You configure what agents can and cannot do. Content filtering, compliance checks, and human escalation paths ensure AI operates within defined boundaries.

Yes. Switchboard provides seamless handoff to human agents when needed. The human receives full conversation context and a summary, so they can continue without the customer repeating information. You define escalation triggers based on sentiment, topic, or explicit requests.

Switchboard is available as an add-on to any SwiftCase plan. Pricing is usage-based - you pay for the conversations and actions processed. This means you can start small and scale as you prove value. Contact us for Switchboard pricing details.

SwiftCase has pre-built integrations with Xero, Sage, Microsoft 365, Google Workspace, Slack, Teams, HubSpot, DocuSign, Twilio, Mailchimp, Dropbox, Google Drive, and more. We also provide a generic REST API connector that lets you integrate with any system that has an API.

The Xero integration syncs contacts, creates invoices automatically when cases reach certain stages, and tracks payment status. Invoices generated in SwiftCase appear in Xero with correct line items, tax treatment, and references. Payment updates flow back to SwiftCase.

Yes. SwiftCase's API connector supports any REST API. You configure authentication (OAuth, API keys, Basic Auth, etc.), define endpoints, and map data fields. This no-code approach lets you integrate with most modern systems without custom development.

Yes. SwiftCase can send webhooks to notify external systems when events occur (case created, status changed, document generated). We also receive webhooks to trigger workflows from external events. This enables real-time integration with event-driven architectures.

Yes. SwiftCase provides a comprehensive REST API for reading and writing data, triggering workflows, and managing configuration. The API is documented and available on all plans. Custom applications can integrate deeply with SwiftCase functionality.

All plans include email support with response within one business day. Core plans add phone support during UK business hours. Enterprise plans include dedicated account management and priority support with faster response times. We also provide a knowledge base and documentation.

Yes. Beyond implementation, we offer managed services for ongoing configuration changes, workflow optimisation, and system administration. Some customers prefer to handle everything themselves; others want us to manage the platform. We're flexible to your needs.

We provide 99.9% uptime SLA on Core and Enterprise plans. In case of issues, our support team is available to help. We have incident response procedures, regular backups, and disaster recovery capabilities. Significant issues are escalated to engineering for rapid resolution.

We welcome feature requests through our support channels. We track requests and factor them into our product roadmap. Popular requests often become platform features. Enterprise customers can discuss custom development for specific requirements.

We maintain a customer community where users share best practices, ask questions, and help each other. We also run occasional webinars and events. Our team actively participates to share knowledge and gather feedback.