A UK charity supporting people affected by gambling-related harm was running complex casework — including criminal-justice support — out of Salesforce, spreadsheets, email and paper. We replaced it with a single platform: a caseworker CRM with live risk triage and evidence automation, plus a member portal so the people they support have visibility, voice, and a way back in.
Caseworkers were managing complex, sensitive journeys across Salesforce, shared spreadsheets, email inboxes, and paper files. RAG status was updated by hand — and was always weeks behind reality. Reminders, follow-ups, and operator data requests went out manually, when someone remembered. Funder reporting meant pulling numbers together from four places.
And the people being supported had no self-service, no view of their own journey, and no safe way to message their caseworker.
The brief: replace all of it. One record per person, live risk visibility, automated comms, funder-ready reports — and a member-facing portal designed from the ground up around safeguarding.
The staff CRM gives caseworkers a single view of every person they support — triaged across seven RAG domains that update as circumstances change, not as a one-off form. Cases sort by urgency. Overdue actions surface automatically. Evidence and mitigation documents are built and chased inside the platform. Operator data requests run through their own pipeline, reusable across cases.
The member portal sits alongside it. Members sign in with email and password or magic link, with a quick-exit button on every screen and a 15-minute idle timeout. They see their current stage, their next appointment, the documents their caseworker has shared with them, and a clean message thread — no marketing, no noise. An in-app self-assessment flows straight back into the CRM triage dashboard.
Funders get live dashboards and exportable outcomes — engagement, stage distribution, trends — without anyone collating a spreadsheet.
Seven domains update as circumstances change — never a one-off form. Cases sort by urgency, overdue actions surface automatically.
Mitigation documents tracked with progress bars and automated chasing. Versioned, auditable, and ready when the case is.
Issue, track, and reuse operator data requests in one workflow. No more rebuilding the same request for every case.
Five-step referral form with smart routing, consent capture, and auto-acknowledgement to the referrer.
Live dashboards and exportable outcomes — engagement, stage distribution, trends. CSVs that match what funders actually ask for.
Self-service stage updates, permission-gated documents, in-app self-assessment, and worker-to-member messaging — with quick exit on every screen.