Customers ring, email and text. Switchboard answers the phone and the texts and drafts the email replies, and all of it works on the same SwiftCase case, so whoever picks it up next can see what's been done.
The phone, email and texts work today. Web chat for your website and WhatsApp are being built.
The Problem
Most firms offer several ways in, and few connect them. Customers notice when they have to repeat themselves. We join the channels up on the case, which is where your team works anyway.
The person answering asks how they can help, and the customer explains it all again.
The details from the email are already on the case, so once the agent finds it, it can tell them where things stand.
Someone has to look it up and text back, when they get a minute.
The agent finds the case, checks it's them and replies with where it's up to.
They're transferred, and nothing they said on the way in has been written down.
They're put through, and anything the agent changed is already on the case.
Somebody remembers to ring them, eventually.
SwiftCase texts them when the case moves on, and the text is on the case.
How it joins up
Switchboard reads and writes SwiftCase cases through the same API anything else would use. That's what joins the channels together.
Changes made on a call, the email and its drafted reply, and the texts SwiftCase sent all sit on the same case for the next person to read.
A caller or texter has to match a second detail, such as a postcode or date of birth, before it reads or changes their case.
An agent can answer your phone line and your texts with the same instructions and the same tools.
On the phone, a caller who wants a person is transferred to your team, and what the agent changed is already on the case.
When the case moves on, SwiftCase can text or email the customer from the workflow, and the message is on the case.
The agent doesn't recognise a customer from an earlier call or text. It finds them on the case each time, which is why the case matters.
An example
An insurer emails an instruction with the estimate attached
The agent reads both, pulls out the details and the case is opened
SwiftCase texts the policyholder that an inspection is being arranged
The text sits on the case
The policyholder rings after hours to change where the car is
The agent finds the case, checks their postcode and updates the address
The desk opens the case
The new address is there, logged as changed by the agent
Platform Integration
Switchboard doesn't keep records of its own about your customers. It works on SwiftCase cases, so what it changes sits beside everything else your team does: the workflow, the documents and the reports.
Case management
Calls and emails update or open cases
Customer details
Kept up to date on the case
Workflow
Carries on from the case as usual
Documents
SwiftCase still produces the letters and reports
Reporting
Switchboard counts conversations by channel and outcome
The record
Each change logged on the case
The case is updated
What it changed, logged on the case
Outcome and summary
Kept in Switchboard's list of conversations
Your team told
The summary and transcript emailed, if you've set it up
Recording kept
If the agent records its calls
Switchboard runs on AWS in London. Speech and language go to named suppliers (Deepgram, ElevenLabs, and OpenAI or Anthropic), and we'll show you exactly where before you switch it on. SwiftCase itself holds Cyber Essentials.
Book a call and we'll show you a phone call, an email and a text all landing on the same case.
