Systems we have built for clients
A long record of client work: line-of-business systems for banks, insurers, contact centres, defence contractors, accountancy firms and local authorities, among others.
Area 01
Contact centres and customer operations
Systems that sit in front of agents all day, where a second saved on every call and a rule enforced on every interaction add up quickly.
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01
Contact centre
Agent Scripting Tool
A dynamic scripting tool that lets its owners build new call scripts with decisional flows, so every call is handled professionally and stays compliant.
Designed so that script owners could build out new call scripts themselves, with branching decision flows that keep calls compliant with statutory and regulatory requirements. The tool creates a full audit of each call flow and captures key information at key junctures, acting as a whiteboard for the agent that can be referred to long after the call has ended.
Outcome: every call scripted, audited and compliant, with a record agents can return to long after the call.
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02
Transport and parking
Call Centre Control Interface
A control interface for the nation's favourite parking provider, connecting call centre agents to on-site cameras, payment machines and gates.
Built to interface with Microsoft Dynamics and the equipment on each site. When a call arrives from a pay station or gate, agents can tap into the cameras, payment machines and gate systems at that location, operate the equipment in real time and raise cases in Dynamics for refunds and faulty equipment.
Outcome: agents respond to requests in real time, operating on-site equipment and raising Dynamics cases from a single screen.
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03
Concierge and travel
Concierge Case Management
A nested case management system for a leading multinational concierge firm, providing white-label services to high-net-worth individuals on behalf of the world's largest card network.
Designed and developed to let multilingual agents manage complex travel itineraries across multiple countries, time zones, currencies and languages. Each case encompasses several services, such as transportation, flights and excursions, under a unified project framework, improving both operational efficiency and the client experience.
Outcome: multi-country, multi-currency itineraries managed as one case rather than a scatter of separate services.
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04
Warranty and after-sales
Warranty Claims Management
A modern front end for a legacy warranty management system running in RMS on a DB2 database.
Replaced the outdated console-based interface with a modern, single-view front end connected to the legacy system through IBM DB2 Connect. The change reduced call handling times by over two-thirds, significantly shortened training and onboarding periods, and greatly improved the experience for both customers and agents.
Outcome: call handling times cut by more than two-thirds, with far shorter onboarding for new agents.
Area 02
Financial services and insurance
Regulated work, where the document trail, the allocation rules and the audit matter as much as the screens.
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05
Commercial banking
Banking Onboarding Tool
An onboarding tool for a commercial bank that turns each product's proof requirements into a guided, secure submission for the customer.
Templates can be created for each product offering and use case, encompassing the wording of requests and the document proofs required for that product: two proofs of address and one photo ID, for example. The tool supports the wide range of permitted documents and issues the customer a secure link under which they upload what is required, guiding them through the individual requirements for each document.
Outcome: customers hand-held through submission, with requirements set once per product rather than explained on every case.
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06
Life insurance
Life Insurance Case Management
A case management platform for one of the UK's leading life insurance specialists, giving its teams a single place to receive, allocate, work and track cases across the business.
Collaborated on a system that sits at the centre of the firm's day-to-day operations. Cases arriving from customers, advisers and internal teams are captured with their full history and worked through to completion in one place. Integrations to the central policies database put the policy, its cover and its history alongside the case, so agents are not switching between systems to answer a query. Work allocation matches each case to the right agent based on specialties, the value of the case and current workload, keeping queues balanced and giving team leaders a clear view of what is outstanding and where the pressure is.
Outcome: one view of every case and its policy, with work routed by expertise, value and workload rather than by whoever picks it up first.
Area 03
Sales, configuration and practice management
Tools that encode complex commercial rules, so that sales teams and partners can move quickly without getting them wrong.
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07
Defence manufacturing
ERP Integrated Product Configuration Tool
A product configuration tool that let a defence contractor streamline its order process while keeping a fully configurable product line.
Led the end-to-end design and development. The tool allows the company to create individual product configurators for both existing and new product lines, integrated seamlessly with its ERP system. It estimates build times and automatically generates the bill of materials within the ERP, significantly reducing the complexity of the sales process.
Outcome: bottlenecks removed from the order process, with bills of materials generated automatically and a better experience for customers and sales agents alike.
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08
Enterprise sales
Quotation Tool with Dynamics Integration
A quotation builder for a whole suite of complex products, integrated directly into Microsoft Dynamics.
The quotation engine helps sales agents build quotations around multiple product lines while enforcing complex business logic, such as the project management days required alongside professional services. Each quotation is managed much like a case, with version control, technical sign-off and discount approval built in.
Outcome: revenue protected by enforced rules and approvals, and a previously complicated task made simple for the sales teams.
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09
Professional services
Accountancy Client Management
A bespoke client management system for a boutique accountancy firm.
The system manages client details, task management and time auditing, as well as event management. It gives a front end to the firm's network file shares and ensures that every senior partner can be up to date with the state of any engagement, seamlessly.
Outcome: every senior partner up to date with the state of any engagement, without chasing.
Area 04
Local government and applied AI
Citizen-facing services where documents and photographs arrive in every shape and quality, and no team has the hours to check each one by hand.
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10
Local government
Resident Parking Discount Portal
A portal for a local authority through which residents upload their V5C log book or vehicle lease agreement to qualify for discounted parking in the area.
Conventional OCR could not reliably read the registration plates on V5C log books, leaving too many applications to be checked by hand. We integrated AI document reading, which gave a much higher read rate across the document as a whole, not just the plate. The same models look for visual clues as to whether a document is genuine, and the extracted names and addresses are referenced against the council's existing data before any discount is applied.
Outcome: documents read reliably where OCR had failed, with authenticity and residency checked automatically before a discount is granted.
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11
Local government
Fly-Tipping Report Assessment
Visual AI that assesses the photographic evidence submitted with fly-tipping reports, so the right disposal team attends first time.
Where it is available, location is taken from the image metadata to pin each report to an exact spot. Visual AI then assesses the photographs themselves: the type of waste and whether it appears residential or commercial, whether any biohazards are present, and roughly how much of it there is. Each report is turned into an itemised inventory with a rough volume estimate, so the team that attends arrives with the right vehicle, equipment and precautions.
Outcome: every report triaged before anyone is dispatched, with location, waste type, hazards and volume assessed from the evidence submitted.
What they have in common
Three habits that run through every engagement
Built around the operator
Agents, partners and sales teams use these systems all day. Each one was designed with the people doing the work, so a single view replaces a stack of screens and the next step is always obvious.
Integrated, not isolated
Dynamics, ERP systems, a DB2 back end, a central policies database, on-site equipment and network file shares. The value came from connecting what was already there, not replacing it.
Rules enforced in the system
Compliance scripts, discount approvals, document requirements and work allocation live in the software rather than in a manual. Audits come for free, and nothing depends on memory.
Your system
Have a process that has outgrown its spreadsheet, or a legacy system that needs a new face?
We have done this for banks, insurers, contact centres and manufacturers. We are happy to talk through the problem before there is a brief.