Frequently asked questions

We hope we can answer all of your questions here or else get in touch if there's something we've missed.

FAQs

Search our FAQ's

What is Caseblocks?

Caseblocks is a cloud based case management platform which helps organisations manage important business processes. Using tools aimed at both the business analyst and developer, you can configure your own custom case management solutions, targetting internal efficiency and market differentiation.

Using tools aimed at both the business analyst and developer, you can configure your own custom case management solutions, targetting internal efficiency and market differentiation.

Caseblocks’ powerful templating engine brings the business analyst and developer together in a single environment to automate core business activities, such as customer onboarding, order processing, claims, quality control, HR. And all under one roof.

When can Caseblocks help?

Caseblocks can help organisations which:

  • Are constrained by ‘spreadsheet & paper’ processs and find it difficult to track activities, give accurate information to customers, and scale their business
  • Are finding it difficult to manage their processes using their existing systems which have become inefficient and difficult to use
  • Need to act quickly, but don’t know where to start or are nervous about big spend on systems which may not have a long life or guaranteed ROI
  • Want to improve the speed of change in IT by moving high-volume, high-value activities into a more flexible automation environment.
  • Need to support a digital transformation strategy by creating a process-driven front end which delivers processes which your customers want, by linking together existing systems
What is a case?

A case is a collection of information, or unit of work, which your organisation needs to act on. It can represent something unique to each organisation, but common examples include orders from customers, claims against an insurance policy and customer support requests.

For a new customer order, the case may be populated from an order capture website, and will probably contain a delivery address, billing information and a number of line items. For an insurance claim, the case may start on a mobile app with incident data and photographic evidence. A support request may contain an account number and details about the request.

Each case is created based on an underlying case template, tailored to fit the needs of your organisation.

What is a case template?

Case templates represent the way your organisation treats different types of work. Live cases are handled based on the rules defined inside a template which cover data capture, service levels, state changes, electronic workflow and permissions. As soon as a template is defined, it’s ready to be used to create casework inside Caseblocks. You can modify library templates or create your own, and by linking them with

You can modify library templates or create your own, and by linking them with Caseblocks buckets, you can quickly create solutions to manage end-to-end business processes.

Caseblocks extends the concepts behind templates, to help you model customers, organisations, standard correspondence and emails.

Don’t worry though, only authorised users can create new templates or modify existing ones on the fly, rolling out changes to end-users at the click of a button.

For more info on cases, see our FAQs above.

Can I edit my solution?

Yes, with a little training and the appropriate permissions you can make changes to any of the configurations within your solution. Operational staff can make daily changes to buckets, users, teams, permissions and case data. Developers can update custom logic within JavaScript lifecycle events when deeper levels of business logic and systems integration are needed.

Visit our Documentation site for information about how to make changes in CaseBlocks.

Is Caseblocks right for my business?

Caseblocks is for organisations who want the benefits of a packaged solution to solve today’s challenges, alongside a simple customisation approach for dealing with tomorrow.

If you like the idea of getting involved in solution setup, Caseblocks offers your business analysts and operational process owners a set of business-led configuration tools. Technical staff can get involved in systems integration, document template integration and configuring business logic in JavaScript lifecycle events.

At any time, CaseBlocks will support your solution when you don’t have the internal capacity to carry out any of the setup tasks.

If this sounds like you, then you’ve come to the right place. Why not book a demo?

Still not sure? Feel free to get in touch and we’ll be happy to discuss if Caseblocks could help you, if not, we’ll point you in the right direction.

How much does it cost?

Because every CaseBlocks solution is different, we create a tailored quote combining the setup costs for your project along with a monthly subscription fee.

Setup costs take account of the levels of configuration, integration and automation required. We’ll work with your team to understand those costs before any work begins, letting you make an informed decision before you go forward.

Ongoing subscription fees are paid for monthly or annually, based on the numbers of users, and the term of your agreement. This includes access to Caseblocks and its REST API, storage for your templates and business data, regular updates and an email SLA for support.

Can I integrate Caseblocks with my other systems?

Yes, Caseblocks can integrate to your existing systems, websites and mobile applications using techniques such as the Caseblocks REST API, and webhooks when your systems send unsolicited updates.

Caseblocks integration works well with your existing cloud solutions, or with tricky, on-premise solutions which might need a specialised integration approach.

For more information about integration to Caseblocks visit our documentation site.

What hosting options are available?

Caseblocks solutions can be hosted for you in the Caseblocks cloud , or in your own data centre.

Where will my data be stored?

Caseblocks and your business data are hosted with premier cloud hosting providers including Amazon Web Services and the Googles Cloud Platform. If you choose to operate Caseblocks from your own data centre, you have total control over the physical location of your data.

Does Caseblocks support email?

Yes, Caseblocks integrates emails with all casework. This means you can send ad-hoc or automated emails and have them tracked against the right customer or case. Inbound responses to emails sent out from inside a case are routed straight back to the originating case.

By pointing Caseblocks at your IMAP email server, unsolicted inbound emails to public facing company addresses are ‘copy forwarded’ to the Caseblocks Comms Room. From there, you can create new casework or attach to existing cases to suit.

Is there any training available?

Yes, training packages are available to get your team up and running as quickly as possible with your custom solution. We also provide lots of helpful guides and walkthrough videos over on our Documentation site.

How do I receive Caseblocks updates?

We’re constantly working to improve Caseblocks and include all updates as part of your subscription. We’ll always keep you informed of any new features so that you can quickly put them to use in your own solution.

Can't find an answer to your question?

Sorry, we couldn’t answer your question here but feel free to get in touch with us and we’d be happy to help.

Get in touch and we’d be happy to chat about creating a custom solution.