Order and case handling
Each order or case moves from open to closed with every step recorded and a person deciding where it matters.
A system that carries an order, a claim, a service request or a matter through its stages. It gathers what each stage needs, moves the record on when the conditions are met, and asks a person when they are not.
No list price. It starts with a diagnostic at a fixed fee, and the build is quoted after it.
How it works
The pipeline, step by step.
- 01
A record is opened
From an order, a form, an email, a call or a document.
- 02
The stages are set
Your process, written as stages with the conditions for moving between them.
- 03
What each stage needs is gathered
Documents, confirmations, details from other systems. The system requests what is missing.
- 04
The record moves on
When the conditions of a stage are met, the record advances and the next person or system is told.
- 05
Exceptions go to a person
A missing document, a mismatch, a customer question: the record waits for a decision.
- 06
The customer is kept informed
Status updates go out at the stages you choose, in your wording.
- 07
The record is closed
With a full history of each step, decision and message.
Connects to tools such as
- Shopify
- WooCommerce
- Zendesk
- Salesforce
- Jira
- Gmail
- Slack
These are examples. We confirm the method for each of your tools before we build.
Where a person approves
The points where the system stops and waits for a person.
- You define the stages and the conditions. The system does not invent a step.
- Stages you mark as decisions always wait for a named person.
- Customer-facing messages are approved as templates before they are used.
How it is measured
Named measures, scored on your own files before launch and after every change.
- Stage accuracy: records advanced only when the conditions were met, checked on a sample each month.
- Exception rate: how often a record waited for a person, and why.
- Time in stage, as an operating measure for finding where work waits.
How it is run
After launch: monitoring, updates and what you own.
- Monitoring on every record: stuck records, failed hand-offs and missing data raise an alert.
- Process changes are tested on past records before release.
- Handover: a runbook, a data map and code owned by the business.
What it will not do
Limits we set on purpose.
- It does not skip a stage or a decision you defined.
- It does not approve refunds, payouts or settlements on its own.
- It does not contact a customer outside the messages you approved.
Sectors we build for
The business types this system is built for.
Questions
What counts as an order or a case?
Anything with stages and an end: a web order, an insurance claim, a maintenance request, a client matter. If you can draw the stages, we can build it.
Does it replace our order or case system?
No. It runs inside it. Records stay where they are; the system moves them and fills in what each stage needs.
What happens when something is missing?
The system asks for it: from the customer, from a colleague or from another system. If it cannot get it, the record waits for a person.
How do customers hear about progress?
Through the status messages you approve, sent at the stages you pick, from your own addresses.
Talk to us about order and case handling
Fifteen minutes on a call is enough to tell whether it fits your work. If it does not, we say so.