Configure
Create departments, queues and work types. Detect Excel columns, define a single or composite Case ID, choose visible fields and set target handling time and SLA.
Case management and back-office operations
Case management software that connects work, workforce and performance.
CaseFlow gives claims, shared services and back-office teams one configurable platform to receive work, route cases, control follow-ups, measure handling time, protect SLA and plan daily capacity.
No card requiredEmail-verified setupBuilt for role-based operations
One operations platform
Replace disconnected trackers with one auditable operating cycle.
CaseFlow connects configuration, allocation, execution, workforce availability and reporting so every metric can be traced back to the work and time that created it.
Route
Allocate by eligibility, skillset, assignment priority, due follow-up and FIFO or LIFO. Manual assignments are protected without bypassing routing controls.
Execute
Give each Resource one case at a time with an accountable timer, due date, outcomes, pends, on-hold follow-ups, rework and productive or non-productive activities.
Improve
Turn case and workforce evidence into CPH, AHT, efficiency, productivity, utilization, shrinkage, attendance, TAT, SLA and coaching priorities.
Best-in-class operating capabilities
Everything a case-based operation needs in one system.
The advantage is not a single dashboard. It is the connection between workload, people, time, service targets and evidence.
Configurable work intake
Build work types from representative Excel samples, download controlled templates, detect duplicate Case IDs, preserve upload batches and push completed upstream work into downstream workflows.
Intelligent work assignment
Combine skill-based routing, work-type eligibility, priority, manual assignment, follow-up urgency, aging and FIFO/LIFO allocation while maintaining exclusive case ownership.
Reliable time measurement
Use target countdowns, case sessions, heartbeat recovery, breaks and other activities to measure productive time without counting abandoned browser time as handling time.
Follow-up and rework control
Make follow-up dates mandatory for pended and on-hold cases, escalate missed touches, retain pending pools and measure repeat handling as rework without double-counting the case.
Back-office workforce management
Configure shifts, grace periods and rosters; manage leave approvals; and understand rostered, present, late, short-hours and available capacity alongside live demand.
Role-based business intelligence
Give Resources personal performance, Supervisors their span, and Admins organization-wide Department, Queue, Work type, Supervisor and Resource intelligence with raw Excel evidence.
Built for case-based work
Adapt CaseFlow to the operation you already run.
Configurable fields and routing make the same platform useful wherever work arrives as cases, requests, claims, applications, exceptions or documents.
Claims processing
Route motor, health or property claims by skill; prioritize aging and SLA; manage pends for missing documents; and measure handling efficiency.
Financial operations
Control loan processing, KYC reviews, payment exceptions, account servicing and compliance queues with traceable assignment and turnaround time.
Shared services
Manage HR, finance, procurement, document processing and service requests across departments while comparing capacity and performance consistently.
Customer and policy servicing
Coordinate complaints, endorsements, renewals and back-office requests with follow-up ownership, escalation signals and complete work history.
Operational intelligence, not dashboard decoration
See where to focus, who needs support and what will miss next.
CaseFlow combines workload, service risk, productive time and roster capacity to explain operating performance—not just display totals.
- Department, Queue, Work type, Supervisor and Resource comparisons
- Target CPH versus actual CPH, AHT and efficiency
- Productivity, utilization, break time and shrinkage
- Pend, on-hold, rework, TAT and SLA exception rates
- Daily, weekly, monthly and custom date-range analysis
- Clickable metrics and downloadable raw evidence
Management focus
Move from reporting yesterday to planning today.
Demand
What is ready, due today, missed or waiting for follow-up?
Capacity
Who is rostered, present, absent, late or under required hours?
Delivery
Which teams are ahead, at risk or consistently missing targets?
Action
Which cases need priority and which Resources need coaching or recognition?
Why CaseFlow
One source of operational truth instead of a chain of spreadsheets.
Disconnected approach
- Allocation sheets separate from work history
- Timers that cannot explain interrupted sessions
- Attendance separated from workload planning
- Manual follow-up trackers and missed actions
- Reports assembled after the operating day
CaseFlow approach
- Configured intake, assignment and execution together
- Case-level time with recovery and audit history
- Roster capacity beside demand and delivery
- Mandatory follow-ups with due and missed signals
- Role-based intelligence with drill-down evidence
Frequently asked questions
What teams want to know before moving beyond spreadsheets.
What is case management software?
Case management software organizes case-based work from intake through assignment, processing, follow-up and completion. CaseFlow extends this with workforce availability, productivity measurement, SLA/TAT reporting and management intelligence.
Can CaseFlow support claims and other back-office processes?
Yes. Admins configure Departments, Queues, Work types, visible fields, Case IDs, skills, targets and service clocks, so the platform can support claims, financial operations, shared services, document review and other case-based work.
How does CaseFlow decide which case a Resource receives?
CaseFlow checks manual assignments, priority, due follow-ups, Department, Queue, Work type and optional skillset eligibility, then applies the configured FIFO or LIFO order. Only one Resource can actively work a case at a time.
Does CaseFlow measure productivity and workforce capacity?
Yes. It separates case-processing time, other productive activities, breaks and non-productive time, then combines this with shifts, rosters, leave and attendance for productivity, efficiency, utilization and shrinkage reporting.
Can managers download the underlying data?
Yes. Dashboards and intelligence support drill-down, and authorized users can download filtered reports and raw Excel detail for operational review and governance.
How can an organization evaluate CaseFlow?
A verified Super Admin can start a 14-day trial, configure a representative workflow, add Resources, upload controlled test work and validate the complete operating cycle without providing payment-card details.
Turn case work into a measurable, manageable operation.
Start with one real workflow and see intake, routing, execution, workforce and intelligence working together.