# SwiftCase

> SwiftCase is a case management and workflow platform, with AI built in, for firms whose work has to stand up afterwards: assessors, surveyors, engineers, claims handlers, clinicians and other experts whose product is a report or a decision. Plain-terms answers: https://swiftcase.co.uk/what-is-swiftcase/

## Company Information

- **Company Name**: SwiftCase (a Livepoint product)
- **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 a case management and workflow platform with AI built in, made by Livepoint Software Solutions in Liverpool. It runs a case from arrival to issued report: Switchboard answers phone calls and texts and drafts email replies for a person to approve; document extraction reads paperwork and photographs into the case; the workflow engine moves the case through the firm's stages; documents are generated from the case; a timeline keeps the case's history in order. It is configured to each customer's own process by the SwiftCase team, priced as a monthly plan with usage allowances and unlimited users (plans from £650 a month, implementation included, typically four to eight weeks to go live), hosted in UK data centres, and certified to Cyber Essentials. Full answers: https://swiftcase.co.uk/what-is-swiftcase/

## Target Customers

SwiftCase serves operations teams in:
- Insurance (brokers, claims handlers, MGAs)
- Property management and surveying
- Healthcare administration
- Legal services
- Professional services
- Any UK service business with complex operational workflows

## Core Platform Capabilities

### 1. System of Record
- 39 field types (text, dates, files, signatures, nested forms, and more)
- Custom data schemas configured to your business
- Full audit trail and version history
- Single source of truth for operational data

### 2. CRM & Contact Management
- Unified view of clients, suppliers, and staff
- Communication history tracking
- Account status and relationship management
- No need for separate CRM software

### 3. Case Management
- End-to-end case tracking from intake to completion
- SLA management and deadline monitoring
- Smart case allocation and workload balancing
- RAG status indicators for at-a-glance prioritisation
- Full audit trails for compliance

### 4. Workflow Engine
- 50+ automation actions available
- Triggers based on status changes, schedules, or external events
- Conditional logic and branching workflows
- No-code configuration (no developers required)
- Actions include: sending emails, generating documents, API calls, status updates, notifications, and more

### 5. Document Generation
- Template-based document creation with merge fields
- PDF output, with CSV for data files
- Automatic generation from case data
- Contracts, letters, reports, certificates

### 6. Analytics & Reporting
- OLAP pivot tables for data analysis
- Real-time KPI dashboards
- Scheduled report delivery
- Custom calculated metrics
- Business intelligence without separate BI tools

### 7. Integrations
- REST API for custom integrations
- Webhooks for real-time event handling
- Email and calendars: Microsoft 365 / Office 365 and Google Workspace (Gmail, Google Calendar)
- Files: Dropbox
- Accounting: Xero
- Anything else with an API, Slack and Microsoft Teams included, connects through SwiftCase's configurable REST API connector

## Switchboard: AI Agents for the Phone, Texts and Email

Switchboard is SwiftCase's add-on of AI agents that answer the phone and texts and draft email replies, working on the case in SwiftCase as they go. It is priced on usage, by quote.

### What It Handles
- **Phone**: answers inbound calls day and night, and makes outbound calls when SwiftCase asks it to. English only (UK, US, Australian and Indian English). Records calls if you choose, and ends each call with a short summary and an outcome.
- **Texts**: replies to inbound texts with the same case tools as on the phone. Workflow texts, reminders and reply codes are sent by SwiftCase itself.
- **Email**: reads each incoming email and its attachments, sorts it, pulls out the details and drafts a reply in SwiftCase. A person approves and sends each reply; Switchboard never sends email on its own.
- **Not available today**: a chat widget for websites (chat exists only inside Switchboard, for staff to try an agent) and WhatsApp (in testing, not yet switched on for customers).

### How It Works on the Case
- **Five SwiftCase tools**: find a case, check the caller against a second detail, read the case's fields, update fields and open a new case. Each agent gets only the tools you give it.
- **Logged on the case**: each change arrives through SwiftCase's API and is logged on the case.
- **Your rules**: each agent follows the instructions you write for it.
- **Putting callers through**: a straight transfer to the number you set for that agent.
- **Suppliers**: Switchboard runs in AWS London and uses outside services for speech and language (Deepgram, ElevenLabs, OpenAI or Anthropic).

## Pricing

SwiftCase is priced as a monthly plan with usage allowances, with unlimited users on all plans. Usage over the allowance is billed in packs of 1,000 at the plan's overage rate. Allowances cover:
- **Emails In**: Inbound emails processed by the platform
- **Events**: Automation executions (workflow actions)

### Pricing Tiers (Monthly, GBP)
- **Starter**: £650/month - 1,000 emails, 1,000 events
- **Standard**: £1,400/month - 2,000 emails, 5,000 events
- **Core**: £3,200/month - 3,500 emails, 11,000 events (includes sandbox environment)
- **Growth**: £8,500/month - 10,500 emails, 30,000 events (includes advanced analytics)
- **Scale**: £11,200/month - 16,000 emails, 42,000 events (dedicated success manager)
- **Enterprise**: £17,550/month - 25,000 emails, 100,000 events (dedicated environment, custom SLAs)

All plans include:
- Unlimited users (no per-seat pricing)
- UK-based support
- Basic implementation and onboarding (wider scope is quoted separately, based on complexity)
- Cyber Essentials certified security

## Security & Compliance

- **Cyber Essentials Certified**: UK government-backed security standard
- **UK Hosting**: Hosted in UK data centres (AWS London). SwiftCase's AI features send the text they work on to OpenAI or Anthropic, and Switchboard uses outside speech and language suppliers; those providers process the text they are given.
- **GDPR Compliant**: GDPR compliant and registered with the ICO
- **Role-Based Access Control**: Granular permissions
- **Encryption**: Data encrypted at rest and in transit
- **Audit Logging**: An immutable timeline of what happened on each case and who did it

## Implementation

SwiftCase is not a self-service tool. Every customer receives:
- Dedicated implementation manager
- Workflow design consultation
- Data migration support
- Team training sessions
- Go-live support

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

## Scale in Production

- One specialist insurance broker has run 11.8M+ cases on 384 workflows in SwiftCase (a figure for that one client): https://swiftcase.co.uk/case-studies/specialist-insurance-broker
- 40,000+ users on the platform, counting operators, portal users and API users
- More case studies: https://swiftcase.co.uk/case-studies

## Competitors and Alternatives

SwiftCase is often compared to:
- Salesforce (more affordable, UK-focused)
- ServiceNow (simpler, faster implementation)
- Monday.com (more powerful workflow automation)
- Zapier (complete platform vs. integration tool)
- Bland AI (integrated platform vs. standalone voice AI)

## Contact

- **Website**: https://swiftcase.co.uk
- **Contact Page**: https://swiftcase.co.uk/contact
- **LinkedIn**: https://www.linkedin.com/company/swiftcase
- **Twitter**: https://twitter.com/swiftcase

## Documentation Links

- Platform Overview: https://swiftcase.co.uk/platform
- Pricing: https://swiftcase.co.uk/pricing
- Case Studies: https://swiftcase.co.uk/case-studies
- Switchboard (AI): https://swiftcase.co.uk/switchboard
- Solutions by Industry: https://swiftcase.co.uk/solutions
- Blog: https://swiftcase.co.uk/blog