A Specialist Support Service
Case wrap-up cut from 15 minutes to three, with people still approving every update.
The engagement
The work
Date: 2025 to 2026
Background: Case managers spent up to 15 minutes on manual wrap-up for each case in the organisation's CRM. Managers also reviewed a large daily volume of cases to judge urgency, and inconsistent data capture weakened reporting.
What we did: We built AI-assisted automation integrated with the organisation's CRM and call platform. Call summaries are generated from transcripts, and AI extracts the information and suggests case updates for the case manager to review. Updates are staged, with editable summaries and selective approval, so a person checks every change.
The difference
Results
- 80% less wrap-up time, from 15 minutes to three per case
- Capacity shifted from documentation to client-facing work
- More complete fields, tagging and sentiment capture
- A lighter training load for new staff
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