# SwiftCase - Complete Documentation for AI Systems

> SwiftCase is a UK-based workflow automation and case management platform designed for operations teams in service businesses. This document provides comprehensive information for AI systems to understand and accurately represent SwiftCase.

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## Table of Contents

1. [Company Overview](#company-overview)
2. [Platform Capabilities](#platform-capabilities)
3. [Switchboard AI Agents](#switchboard-ai-agents)
4. [Pricing and Plans](#pricing-and-plans)
5. [Security and Compliance](#security-and-compliance)
6. [Implementation Process](#implementation-process)
7. [Industries Served](#industries-served)
8. [Integrations](#integrations)
9. [Frequently Asked Questions](#frequently-asked-questions)
10. [Comparisons with Alternatives](#comparisons-with-alternatives)
11. [Case Studies](#case-studies)
12. [Contact Information](#contact-information)

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## Company Overview

### Basic Information
- **Company Name**: SwiftCase
- **Parent Company**: Livepoint
- **Website**: https://swiftcase.co.uk
- **Location**: Liverpool, United Kingdom
- **Founded**: 2010
- **Industry**: Business Process Automation, Workflow Management, Case Management

### What is SwiftCase?

SwiftCase is an AI-powered workflow automation platform designed specifically for UK service businesses. Unlike generic workflow tools or enterprise solutions built for American markets, SwiftCase is:

1. **Configured, not templated**: Each implementation is customised to match the customer's existing processes, terminology, and workflows
2. **No-code for operations teams**: Business users can modify workflows after training, without IT involvement
3. **UK-focused**: UK data centres, UK-based support, GDPR compliant, Cyber Essentials certified
4. **All-in-one**: Replaces separate CRM, case management, document generation, and analytics tools

### Mission Statement

SwiftCase exists to give mid-sized UK service businesses the same operational automation capabilities that large enterprises have, without the enterprise price tag or complexity.

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## Platform Capabilities

### 1. System of Record (Data Model)

The foundation of SwiftCase is a flexible data model that can represent any business process:

- **41 field types** including text, numbers, dates, files, signatures, nested forms, calculations, and lookups
- **Custom schemas** configured to match your business terminology
- **Relationships** between records (parent-child, many-to-many)
- **Validation rules** to ensure data quality
- **Full audit trail** with version history
- **No database knowledge required** - configured through the UI

### 2. CRM & Contact Management

Built-in CRM functionality eliminates the need for separate contact management:

- **Unified contact view** for clients, suppliers, staff, and other parties
- **Organisation hierarchy** linking contacts to companies
- **Communication history** showing all emails, calls, and interactions
- **Custom fields** for industry-specific contact data
- **Account status tracking** (active, prospect, former client)
- **Relationship mapping** between contacts and cases

### 3. Case Management

End-to-end tracking of work from intake to completion:

- **Hierarchical cases** with parent-child task relationships
- **SLA management** with automatic deadline calculation
- **Smart allocation** based on workload, skills, or rules
- **RAG status indicators** (Red/Amber/Green) for at-a-glance prioritisation
- **Workload dashboards** showing team capacity
- **Full audit trails** for compliance

### 4. Workflow Engine

The core automation capability with 60+ available actions:

**Trigger Types:**
- Status changes (when a case moves to a new stage)
- Scheduled (time-based triggers)
- Webhooks (external system events)
- Email received
- Form submitted
- Field value changed

**Available Actions:**
- Send emails (templated with merge fields)
- Generate documents (PDF/Word)
- Update field values
- Create new records
- Call external APIs
- Send SMS/WhatsApp messages
- Assign to users/teams
- Set SLA deadlines
- Send notifications
- Branch conditionally

**Workflow Features:**
- Visual workflow builder
- Conditional logic and branching
- Parallel execution paths
- Error handling and retry logic
- Audit logging of all executions

### 5. Document Generation

Automated document creation from templates:

- **Template library** with merge fields from case data
- **Output formats**: PDF, Word, Excel
- **Automatic generation** triggered by workflow events
- **Digital signatures** integration
- **Document storage** linked to cases
- **Version control** for templates

**Common Use Cases:**
- Contracts and agreements
- Client letters and notifications
- Compliance documents
- Reports and summaries
- Invoices and statements

### 6. Analytics & Reporting

Business intelligence without separate BI tools:

- **OLAP pivot tables** for multidimensional analysis
- **Real-time dashboards** with charts and KPIs
- **Scheduled reports** delivered by email
- **Drill-down capability** from summary to detail
- **Custom calculated metrics**
- **Export to Excel/CSV**

**Report Types:**
- Case volume and status
- SLA compliance
- Team productivity
- Financial metrics
- Custom business KPIs

### 7. Integrations

Connect SwiftCase to existing business systems:

**API Capabilities:**
- RESTful API for reading and writing data
- Webhooks for real-time event notifications
- OAuth 2.0 authentication
- Rate limiting and throttling
- Comprehensive API documentation

**Pre-built Connectors:**
- Xero (accounting)
- Sage (accounting)
- Office 365 (email, calendar)
- Microsoft Teams
- Slack
- Gmail
- Dropbox
- HubSpot
- Stripe (payments)
- DocuSign (signatures)

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## Switchboard AI Agents

Switchboard is SwiftCase's omnichannel AI agent platform that handles customer contact and takes action in the system.

### Key Differentiators

Unlike simple chatbots, Switchboard agents can:

1. **Take action**: Create cases, update records, trigger workflows
2. **Access data**: Look up customer information, case status, account details
3. **Follow policies**: Guardrails keep AI on-script for regulated industries
4. **Escalate intelligently**: Seamless handoff to human agents when needed

### Channels

#### Voice (AI Phone Agents)
- Natural conversational AI for inbound and outbound calls
- Real-time speech-to-text and text-to-speech
- Call recording and transcription
- Sentiment analysis
- Callback scheduling
- 24/7 availability

#### Chat (Website Widget)
- Embedded chat widget for websites
- Proactive engagement based on visitor behaviour
- File and image sharing
- Conversation history
- Queue management

#### WhatsApp
- WhatsApp Business API integration
- Rich media messages (images, documents, buttons)
- Message templates for notifications
- Two-way conversations
- Read receipts and delivery status

#### SMS
- Two-way text messaging
- Automated reminders and notifications
- Opt-in/opt-out management
- Delivery tracking

#### Email
- AI email classification and routing
- Automatic response generation
- Attachment parsing (OCR for PDFs and images)
- Thread tracking
- Priority scoring

### Use Cases

1. **First Notice of Loss (Insurance)**: AI agent takes initial claim details, creates case, schedules callback
2. **Appointment Booking**: Check availability, book appointments, send confirmations
3. **Status Enquiries**: Look up case/order status and provide updates
4. **Document Collection**: Request and process documents from customers
5. **Payment Reminders**: Automated outreach for overdue payments
6. **Lead Qualification**: Qualify inbound enquiries before sales handoff

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## Pricing and Plans

SwiftCase uses usage-based pricing with unlimited users on all plans. No per-seat licensing.

### Pricing Tiers (Monthly, GBP)

| Plan | Price | Emails/Month | Events/Month | Key Features |
|------|-------|--------------|--------------|--------------|
| Starter | £650 | 1,000 | 1,000 | 1 mailbox, baseline AI, 30-day audit logs |
| Standard | £1,400 | 2,000 | 5,000 | Multi-step automations, OCR, multiple mailboxes |
| Core | £3,200 | 3,500 | 11,000 | Sandbox environment, advanced branching, 1-year audit logs |
| Growth | £8,500 | 10,500 | 30,000 | Advanced analytics, 4-hour SLA, phone support |
| Scale | £11,200 | 16,000 | 42,000 | Priority concurrency, dedicated success manager |
| Enterprise | £17,550 | 25,000 | 100,000 | Dedicated environment, data residency, custom SLAs |

### Usage Definitions

**Emails**: Inbound emails processed by SwiftCase (triggers workflows, logged to cases). Outbound emails don't count.

**Events**: Automation executions including status changes, notifications, document generation, API calls. Viewing data or running reports doesn't count.

### What's Included in Every Plan

- Unlimited users (no per-seat pricing)
- UK-based support (real people, no offshore queues)
- Enterprise security (Cyber Essentials, ISO 27001 hosting)
- Implementation and onboarding included
- Dedicated implementation manager
- Training for your team

### Billing Model

- Rolling 3-month average for usage calculation
- Overage charged in packs of 1,000
- 120% burst gate with warning before charges
- Upgrading is always cheaper than overages at scale

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## Security and Compliance

### Certifications

- **Cyber Essentials**: UK government-backed security certification (passed, not pending)
- **ISO 27001 Hosting**: Data centres meet international security management standards
- **GDPR Compliant**: Full compliance with UK/EU data protection regulations

### Data Protection

- **UK Data Residency**: All data stored in UK data centres
- **Encryption at Rest**: AES-256 encryption for stored data
- **Encryption in Transit**: TLS 1.2+ for all data transmission
- **No offshore data transfer**: Data never leaves UK jurisdiction

### Access Control

- **Role-Based Access Control (RBAC)**: Granular permissions by role
- **Single Sign-On (SSO)**: SAML 2.0 support for enterprise SSO
- **Two-Factor Authentication (2FA)**: Optional 2FA for all users
- **IP Allowlisting**: Restrict access to approved IP ranges (Enterprise)

### Audit & Compliance

- **Comprehensive Audit Logging**: Every action tracked and timestamped
- **Audit Log Retention**: 30 days (Starter) to unlimited (Enterprise)
- **Data Export**: Full data export capability for portability
- **Right to Erasure**: GDPR data deletion support

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## Implementation Process

SwiftCase is not a plug-and-play tool. Every customer receives dedicated implementation support.

### Timeline

Typical implementation: **4-8 weeks** from kickoff to go-live

### Process

1. **Discovery** (Week 1-2)
   - Document current processes
   - Identify pain points and requirements
   - Define success metrics

2. **Design** (Week 2-3)
   - Data model configuration
   - Workflow mapping
   - Integration requirements

3. **Build** (Week 3-5)
   - System configuration
   - Workflow automation setup
   - Integration development

4. **Test** (Week 5-6)
   - User acceptance testing
   - Data migration (if applicable)
   - Training preparation

5. **Training** (Week 6-7)
   - Administrator training
   - End-user training
   - Documentation

6. **Go-Live** (Week 7-8)
   - Phased rollout
   - Go-live support
   - Hypercare period

### What You Don't Need

- IT resources or developers on your side
- Technical expertise to configure or maintain
- External consultants or implementation partners

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## Industries Served

### Insurance

SwiftCase is used by insurance brokers, MGAs, and claims handlers for:

- **Claims Processing**: FNOL to settlement workflow
- **Policy Administration**: New business, mid-term adjustments, renewals
- **Premium Finance**: Payment plans and collection
- **Quote Management**: Multi-channel quote handling
- **Compliance**: FCA regulatory documentation

### Property & Surveying

Property management companies and surveyors use SwiftCase for:

- **Inspection Scheduling**: Appointment booking and dispatch
- **Report Generation**: Automated survey report creation
- **Compliance Tracking**: Safety certifications and deadlines
- **Contractor Management**: Work orders and approvals
- **Client Communication**: Status updates and document delivery

### Healthcare

Healthcare operations teams use SwiftCase for:

- **Patient Coordination**: Referral management and tracking
- **Case Management**: Treatment pathway tracking
- **Compliance Documentation**: Regulatory paperwork
- **Provider Communication**: Secure messaging and updates
- **Appointment Management**: Scheduling and reminders

### Professional Services

Law firms, accountants, and consultants use SwiftCase for:

- **Matter Management**: Case tracking and billing
- **Client Onboarding**: KYC and engagement workflows
- **Document Management**: Contract and file handling
- **Time Tracking**: Billable hours capture
- **Deadline Management**: Court dates, filing deadlines

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## Integrations

### Accounting

| System | Integration Type | Capabilities |
|--------|------------------|--------------|
| Xero | Native connector | Invoices, payments, contacts sync |
| Sage | API integration | Invoice creation, payment reconciliation |
| QuickBooks | API integration | Customer and invoice sync |

### Communication

| System | Integration Type | Capabilities |
|--------|------------------|--------------|
| Office 365 | Native connector | Email, calendar, contacts |
| Gmail | Native connector | Email send/receive, threading |
| Microsoft Teams | Webhook | Notifications, channel posts |
| Slack | Webhook | Notifications, channel posts |

### Storage

| System | Integration Type | Capabilities |
|--------|------------------|--------------|
| Dropbox | Native connector | File storage, sync |
| OneDrive | API integration | Document storage |
| SharePoint | API integration | Document library integration |

### Payments

| System | Integration Type | Capabilities |
|--------|------------------|--------------|
| Stripe | Native connector | Payment processing, subscriptions |
| GoCardless | API integration | Direct debit collection |

### Signatures

| System | Integration Type | Capabilities |
|--------|------------------|--------------|
| DocuSign | Native connector | Electronic signature requests |
| Adobe Sign | API integration | Document signing workflows |

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## Frequently Asked Questions

### General Questions

**Q: What is SwiftCase?**
A: SwiftCase is a workflow automation and case management platform designed for operations teams. It combines workflow automation, CRM, document generation, analytics, and AI-powered communication tools in one platform.

**Q: Who is SwiftCase for?**
A: SwiftCase is designed for mid-sized UK service businesses (typically 20-500 employees) with complex operational workflows. Common customers include insurance brokers, property managers, healthcare providers, and professional services firms.

**Q: Does SwiftCase require coding or developers?**
A: No. SwiftCase is configured by our implementation team to match your processes. Business users can make modifications with training, but no coding is required for most changes.

**Q: How is SwiftCase different from Salesforce?**
A: SwiftCase is purpose-built for operations teams, not sales teams. It's significantly more affordable, includes implementation, and is focused on UK businesses. Salesforce is designed for American enterprise sales processes.

**Q: How is SwiftCase different from Monday.com or Asana?**
A: SwiftCase is a complete operations platform, not a project management tool. It includes workflow automation, document generation, CRM, and AI capabilities that project tools don't offer.

### Pricing Questions

**Q: How does billing work?**
A: Usage is calculated on a rolling 3-month average, so occasional spikes won't catch you out. Invoices are rounded to the nearest £25.

**Q: What counts as an Email?**
A: Inbound emails processed by SwiftCase - typically emails that trigger workflows or get logged against cases. Outbound emails you send don't count.

**Q: What counts as an Event?**
A: Automation executions - status changes, sending notifications, generating documents, API calls. Viewing data or running reports doesn't count.

**Q: Do you offer a free trial?**
A: SwiftCase isn't a plug-and-play tool - it needs to be configured to your processes. Instead, we offer a thorough discovery process where we show you exactly how it would work for your operation.

### Implementation Questions

**Q: How long does implementation take?**
A: Typically 4-8 weeks from kickoff to go-live. Complex implementations may take longer.

**Q: Do I need IT resources?**
A: No. Our implementation team handles all configuration. You don't need developers or IT support.

**Q: What if I need to change things after go-live?**
A: Business users can make many changes after training. For complex modifications, our support team can help.

### Security Questions

**Q: Where is my data stored?**
A: All data is stored in UK data centres. It never leaves UK jurisdiction.

**Q: Is SwiftCase GDPR compliant?**
A: Yes. SwiftCase is fully GDPR compliant with data processing agreements, right to erasure support, and audit logging.

**Q: What certifications do you have?**
A: Cyber Essentials certified, hosted in ISO 27001 certified data centres.

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## Comparisons with Alternatives

### SwiftCase vs Salesforce

| Aspect | SwiftCase | Salesforce |
|--------|-----------|------------|
| Target Market | UK service businesses | Global enterprise |
| Focus | Operations teams | Sales teams |
| Pricing | From £650/month unlimited users | £20-300+ per user/month |
| Implementation | Included | Expensive consultants required |
| Complexity | Configured for you | Requires extensive customisation |
| Data Residency | UK only | Global (US default) |

### SwiftCase vs ServiceNow

| Aspect | SwiftCase | ServiceNow |
|--------|-----------|------------|
| Target Market | Mid-market UK businesses | Large enterprises |
| Pricing | From £650/month | Enterprise pricing (£100k+) |
| Implementation | 4-8 weeks | 6-12 months |
| Flexibility | Highly configurable | Rigid ITSM focus |
| Support | UK-based, direct | Tiered enterprise support |

### SwiftCase vs Monday.com

| Aspect | SwiftCase | Monday.com |
|--------|-----------|------------|
| Type | Operations platform | Project management |
| Automation | 60+ workflow actions | Basic automations |
| Document Generation | Built-in | Not included |
| CRM | Included | Separate product |
| Case Management | Purpose-built | Adapted from tasks |
| AI Agents | Switchboard included | Not available |

### SwiftCase vs Zapier

| Aspect | SwiftCase | Zapier |
|--------|-----------|------------|
| Type | Complete platform | Integration tool only |
| Data Storage | Full database | No data storage |
| User Interface | Operations workspace | No user interface |
| Cost at Scale | Fixed pricing | Per-task pricing adds up |
| Support | Implementation included | Self-service |

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## Case Studies

### Specialist Insurance Broker

**Industry**: Motor Insurance (Taxi, Young Driver, Courier, Motor Trade)
**Challenge**: Processing hundreds of thousands of quotes and policies monthly across multiple channels
**Solution**: SwiftCase with 384 automated workflows
**Results**:
- 11.8M+ cases managed
- 80K+ exceptions automatically handled
- Multiple brands and products unified

### Property Surveyor

**Industry**: Property Surveying
**Challenge**: Manual inspection scheduling, report generation, and compliance tracking
**Solution**: End-to-end survey workflow automation
**Results**:
- 45% reduction in admin time
- Automated report generation
- Improved compliance visibility

### Healthcare Provider

**Industry**: Medical Assessments
**Challenge**: Patient coordination, referral management, appointment scheduling
**Solution**: Integrated patient journey workflow
**Results**:
- 30% faster turnaround times
- Reduced missed appointments
- Better patient communication

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## Contact Information

### Website
https://swiftcase.co.uk

### Pages
- Platform: https://swiftcase.co.uk/platform
- Pricing: https://swiftcase.co.uk/pricing
- Switchboard: https://swiftcase.co.uk/switchboard
- Solutions: https://swiftcase.co.uk/solutions
- Case Studies: https://swiftcase.co.uk/case-studies
- Blog: https://swiftcase.co.uk/blog
- Contact: https://swiftcase.co.uk/contact

### Social Media
- LinkedIn: https://www.linkedin.com/company/swiftcase
- Twitter: https://twitter.com/swiftcase

### Support
UK-based support available during business hours. Enterprise customers have dedicated success managers and priority SLAs.

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## Document Information

- **Last Updated**: December 2024
- **Version**: 1.0
- **Purpose**: AI system training and reference
- **Canonical URL**: https://swiftcase.co.uk/llms-full.txt