- Client
- Dearson Winyard International
- Sector
- Professional Services (immigration, compliance and right-to-work consultancy)
- Outcome
- Managers can see the caseload, clients can see their own case, and nobody's waiting on either.
- What we do
- Ongoing support and development of the case management system, dashboards, client portal, document management and user access
- Technology
- Microsoft Access, client portal
The challenge
What needed fixing
A growing consultancy handling high volumes of immigration and compliance cases needed better visibility of case and compliance data, accurate management reporting, secure document management, straightforward online access for clients, and technical support it could depend on when something went wrong.
The situation
Every DWI case comes with its own documents, deadlines and compliance record, and there are a lot of cases. Clients, understandably, want to know how theirs is going, and without a portal the only way to find out is to ring.
Growth put more weight on the system. Managers wanted a reliable view across the whole caseload. Documents needed to be held securely and found quickly. New joiners needed to be able to work from their first morning. And faults had to be put right fast, because a compliance case can’t sit waiting while the system is down.
What the work covers
The case system. We support and develop the case management system and the compliance steps built around it.
Figures for managers. Dashboards and reports show how the business is doing, operationally and financially, so decisions rest on today’s numbers.
The client portal. Clients log in to see where their own case stands. It has to be secure and reliable, and show the same thing every time.
Documents and logins. Documents are stored securely, and problems with them are sorted as they come up. User access is arranged so a new starter can get going on day one.
Help when something breaks. Support across the technical side keeps any disruption short.
What changed
Managers no longer have to ask for performance figures, because they can see them. A new starter is set up in hours. Clients have a secure place to check on their case. Reporting and automation have removed manual work, freeing the team to spend more time with clients.
It comes down to something simple to say and harder to deliver. The system works, and when it doesn’t, it’s fixed fast. When you’re working to statutory deadlines, that’s what counts.
In their words
From people we support
CDE took our tired old access database and transformed it into a system that is at the heart of our business. Everything is integrated – from a client’s first phone call to invoicing once the job is done.
Get in touch
Do your clients ring to ask where things stand?
Tell us what clients want to know and which system holds the answer. We’ll come back with what a portal would involve and what it would cost.
The result
Where they are now
Custom reporting and dashboards gave managers visibility of operational and financial performance, user access management cut onboarding time for new staff, and the client portal gave customers a secure, consistent route to their information. Automation and improved reporting reduced manual administration.