Frequentlyasked
questions.

SwiftCase is a workflow automation and case management platform built for UK service businesses. It combines case tracking, document generation, CRM, and 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), hosting in UK data centres, 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 £650/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.

Basic implementation is included in every plan: we configure SwiftCase to your process and train your team. For wider scope, such as complex migrations or several integrations, implementation services are quoted separately based on complexity. You get a detailed scope and a fixed-price quote before any work begins.

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 dozens of 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 39 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 build templates in SwiftCase's template editor, with merge fields that pull data from cases. When triggered (manually or automatically), SwiftCase generates them as PDF 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.

SwiftCase is hosted in UK data centres, on AWS in London. Two things send data elsewhere: integrations you set up, which pass data to the systems you connect, and the AI features, which send the text they work on to the AI provider (OpenAI or Anthropic) to process. If you have UK data residency requirements, we'll go through which features to switch on.

SwiftCase is Cyber Essentials certified, with internal policies and procedures aligned to PCI DSS standards where applicable. We carry out regular security assessments and penetration testing. We can provide security documentation and complete vendor assessment questionnaires for enterprise customers.

Yes. SwiftCase is designed for GDPR compliance, with audit logging and data export. 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. Data changes, status updates and document generation are logged. Audit data is kept for the period your plan sets and can be exported for compliance purposes.

Yes. SwiftCase supports single sign-on with Microsoft (Azure AD, now Entra ID). 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. Its agents answer the phone and texts and draft email replies for a person to approve, with web chat and WhatsApp on the way. Unlike simple chatbots, Switchboard agents work on your SwiftCase cases during the conversation: they can find a case, check the caller is who they say, and read, update or open a case.

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. When a call needs a person, it puts the caller through to your team.

Switchboard agents use 'tools' to take actions during conversations. They can find a case by its reference, a vehicle registration, a phone number, an email address, a name or a postcode, check the caller against a second detail, read the case's fields, update them and open new cases. You choose which tools each agent may use, and its rules say what it must and must not do.

Each agent follows the rules you write for it (what it must and must not do) and can only use the tools you give it. Before it reads or changes a case, the caller has to match a second detail, such as a postcode or date of birth. When a call needs a person, it puts the caller through to your team. The rules are instructions the agent follows, so they're worth writing carefully.

Yes, on a call. Switchboard puts the caller through to your team: a straight transfer to the number you set for that agent. Its rules say when, for example whenever a caller asks for a person. After the call it writes a short summary and outcome, and can send them to you by email or webhook.

Switchboard is available as an add-on to any SwiftCase plan. It's priced on usage, by quote, so you can start small and scale as you prove value. Contact us for Switchboard pricing details.

SwiftCase connects to Microsoft 365 and Google Workspace (email and calendars), Dropbox and Xero. We also provide a generic REST API connector that lets you integrate with any system that has an API.

Xero connects through SwiftCase's API connector. When a case reaches the stage you choose, SwiftCase creates the invoice in Xero, with the line items and references taken from the case.

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. Growth and higher plans add phone support during UK business hours and a support SLA, and Scale and Enterprise plans include a dedicated success manager. 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 work to keep SwiftCase highly available, and our support team is there to help if something goes wrong. 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.

Not a formal forum. We share what works through our guides, documentation and recorded webinars, and our team talks to customers directly to gather feedback.