# 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**: Livepoint Software Solutions in 2013; SwiftCase in beta from 2015, launched in 2016
- **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:

- **39 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 emails and other 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 50+ 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)
- Update field values
- Create new records
- Call external APIs
- Send SMS messages (templates filled in with the case's details)
- Assign to users/teams
- Set SLA deadlines
- Send notifications
- Branch conditionally

**Workflow Features:**
- Workflow builder
- Conditional logic and branching
- Failed scheduled actions logged with the error and retried
- Audit logging of workflow executions

### 5. Document Generation

Automated document creation from templates:

- **Template library** with merge fields from case data
- **Output formats**: PDF, and CSV for data files
- **Automatic generation** triggered by workflow events
- **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 on inbound webhooks

**Connectors:**
- Microsoft 365 / Office 365 (email, calendar)
- Google Workspace (Gmail, Google Calendar)
- Dropbox (files)
- Xero (accounting)
- Anything else with an API, Slack and Microsoft Teams included, connects through SwiftCase's configurable REST API connector

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## Switchboard AI Agents

Switchboard is SwiftCase's add-on of AI agents for the phone, texts and email. The agents work on cases in SwiftCase as they go. Switchboard is priced on usage, by quote.

### What the Agents Can Do in SwiftCase

Switchboard agents use five SwiftCase case tools, and each agent gets only the ones you choose:

1. **Search Tasks**: find a case by its reference, a vehicle registration, an account number, a phone number, an email address, a name or a postcode
2. **Verify & Access**: before it reads or changes anything, the caller must match a second, different detail (postcode, date of birth, last four digits of their phone number, case reference or email address)
3. **Get Task Data**: read the case's current fields
4. **Update Task**: write new values to fields on the case
5. **Create Task**: open a new case, first finding what the workflow needs

Each change arrives through SwiftCase's API and is logged on the case as an API request. Each agent follows the rules you write for it: its purpose, what it must and must not do, and when to put a caller through.

### Channels

#### Phone
- Answers inbound calls day and night; callers can interrupt it mid-sentence
- Makes outbound calls when SwiftCase (or a person in Switchboard) asks it to, one call per request; it can press keypad options to get through a phone menu, and on outbound calls it detects an answering machine and either hangs up or leaves a message
- English only: UK, US, Australian and Indian English
- Speech recognition by Deepgram, moving to the next provider if it fails mid-call; ElevenLabs voices; OpenAI as the language model by default, with Anthropic available per agent
- Records calls if the agent is set to
- Ends each call with a short summary and an outcome; with a notification email or webhook set up, it sends the caller's details, the outcome, the summary, the details collected and, by default, the transcript
- Puts callers through to a person with a straight transfer to the number set for that agent

#### Texts
- Replies to inbound texts with the same case tools as on the phone, and remembers the thread with that number for six hours of quiet
- Text only: pictures sent in are not read, and it cannot put a texter through to a person
- Separately, SwiftCase's own workflow sends texts (templates filled in with the case's details), schedules reminders, records delivery receipts and lets a customer answer by replying with a code. These are SwiftCase features without AI.

#### Email
- SwiftCase passes each incoming email to Switchboard's email agent, which reads it and its attachments (PDF, Word and text; pictures through a vision model) and pulls out the details
- Sorts each email into one of twelve kinds, such as a status question, a document, a complaint or a cancellation, and against the firm's own workflows and categories
- Writes a draft reply into SwiftCase with a task for a person to approve; it can also update a case, open one or hand it to a person
- Scores how sure it is: when very sure, the approval task is marked pre-approved (a person still clicks); when unsure, the task becomes a manual review; an escalation becomes a high-priority task with the reason
- Never sends an email itself: a person in SwiftCase approves and sends

#### Not Available Today
- Chat for websites: there is no website widget. Chat exists only inside Switchboard, for staff to try an agent.
- WhatsApp: in testing, and not yet switched on for customers

### Hosting and Suppliers

Switchboard runs in AWS London (eu-west-2). It uses outside services for speech and language (Deepgram, ElevenLabs, OpenAI or Anthropic), so not everything is processed in the UK.

### In Production

At Laird Assessors, Switchboard handles out-of-hours inbound calls, rings bodyshops to chase repairs and writes the answer on the case, and holds total-loss valuation conversations.

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## Pricing and Plans

SwiftCase is priced as a monthly plan with usage allowances, with unlimited users on all plans. No per-seat licensing. Usage over the allowance is billed as overage (see Billing Model).

### Pricing Tiers (Monthly, GBP)

| Plan | Price | Emails/Month | Events/Month | Overage per pack of 1,000 | Key Features |
|------|-------|--------------|--------------|---------------------------|--------------|
| Starter | £650 | 1,000 | 1,000 | £300 | 1 shared mailbox, AI that reads your documents, 30-day audit logs |
| Standard | £1,400 | 2,000 | 5,000 | £280 | Multi-step automations, attachment OCR, multiple mailboxes, 90-day audit logs |
| Core | £3,200 | 3,500 | 11,000 | £230 | Sandbox environment, advanced branching, 1-year audit logs |
| Growth | £8,500 | 10,500 | 30,000 | £180 | Advanced analytics, 4-hour support SLA, phone support |
| Scale | £11,200 | 16,000 | 42,000 | £150 | Priority automation concurrency, dedicated success manager |
| Enterprise | £17,550 | 25,000 | 100,000 | £150 | Dedicated environment, data residency options, 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 certified, UK data centres, GDPR compliance)
- Basic implementation and onboarding included (wider scope is quoted separately, based on complexity)
- Dedicated implementation manager
- Training for your team

### Billing Model

- Rolling 3-month average for usage calculation
- Overage charged in packs of 1,000, rounded up, at your plan's rate
- 120% burst gate with warning before charges
- Invoices rounded to the nearest £25
- Usage reviewed with you quarterly
- 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). This is the only certification SwiftCase holds.
- **GDPR Compliant**: GDPR compliant and registered with the ICO

### Data Protection

- **UK Hosting**: Hosted in UK data centres (AWS London)
- **Encryption at Rest**: AES-256 encryption for stored data
- **Encryption in Transit**: TLS 1.2+ for all data transmission
- **AI Processing**: SwiftCase's AI features send the text they work on to OpenAI or Anthropic, and Switchboard uses outside speech and language suppliers (Deepgram, ElevenLabs, OpenAI or Anthropic). Those providers process the text they are given.

### Access Control

- **Role-Based Access Control (RBAC)**: Granular permissions by role
- **Single Sign-On (SSO)**: Microsoft single sign-on (Azure AD / Entra ID)
- **Two-Factor Authentication (2FA)**: Optional 2FA for all users
- **IP Allow-listing**: Inbound IP allow-listing (Enterprise)

### Audit & Compliance

- **Audit Logging**: The Timeline is an immutable audit trail on each case, recording actions across 100+ event types with who did them and when
- **Audit Log Retention**: 30 days on Starter, 90 days on Standard, one year on Core, Growth and Scale, unlimited on Enterprise
- **Data Export**: Data export (CSV and Excel) 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**: Updates by email and text
- **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 | Connector | Accounting and invoicing |

### Communication

| System | Integration Type | Capabilities |
|--------|------------------|--------------|
| Microsoft 365 / Office 365 | Native connector | Email, calendar |
| Google Workspace | Native connector | Email (Gmail), calendar (Google Calendar) |
| Microsoft Teams | Configurable REST API connector | Through Teams' API |
| Slack | Configurable REST API connector | Through Slack's API |

### Storage

| System | Integration Type | Capabilities |
|--------|------------------|--------------|
| Dropbox | Native connector | Case files uploaded by a workflow action; files imported from Dropbox |
| OneDrive | Configurable REST API connector | Documents uploaded to OneDrive folders |

### Signatures

Signatures are captured in SwiftCase's own signature field, drawn on screen in a form.

### Everything Else

Anything else with an API connects through SwiftCase's configurable REST API connector.

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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 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 basic 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: SwiftCase is hosted in UK data centres (AWS London). Its AI features send the text they work on to OpenAI or Anthropic, and Switchboard uses outside speech and language suppliers, so those providers process the text they are given.

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

**Q: What certifications do you have?**
A: Cyber Essentials. It is the only certification SwiftCase holds.

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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 | Basic implementation included | Expensive consultants required |
| Complexity | Configured for you | Requires extensive customisation |
| Data Residency | UK data centres (AWS London) | 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 | Typically 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 | 50+ workflow actions | Basic automations |
| Document Generation | Built-in | Not included |
| CRM | Included | Separate product |
| Case Management | Purpose-built | Adapted from tasks |
| AI Agents | Switchboard (add-on, priced by quote) | 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 | Monthly plan with usage allowances | Per-task pricing adds up |
| Support | Implementation included | Self-service |

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## Case Studies

Across the platform, SwiftCase has 40,000+ users, counting operators, portal users and API users.

### 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** (figures for this one client):
- 11.8M+ cases managed
- 80K+ process exceptions caught and routed to a person
- Multiple brands and products unified

Full case study: https://swiftcase.co.uk/case-studies/specialist-insurance-broker

### More Case Studies

https://swiftcase.co.uk/case-studies

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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. Scale and Enterprise plans include a dedicated success manager; Enterprise adds custom SLAs and a 24/7 support option.

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## Document Information

- **Last Updated**: October 2026
- **Version**: 1.1
- **Purpose**: AI system training and reference
- **Canonical URL**: https://swiftcase.co.uk/llms-full.txt