Case Study
Zoho Case Management
Insurance Assessment
Transforming case management with an integrated business platform
This business manages complex insurance assessment work involving assessors, insurers, brokers, solicitors and other parties. As the business grew, the systems supporting that work had become increasingly fragmented.
Client
Insurance assessment business
Platform
Engagement
November 2024 to present, four consecutive engagements
Delivered
One integrated platform
Zoho case management for complex assessment work
Case and time management, documents, email, reporting and invoicing relied on a combination of these systems:
Harvest
Dropbox
Outlook
Other systems
Where the fragmentation was costing time
The problem
What the disconnected systems meant day to day
- Information often had to be moved or reconciled manually
- Reporting required significant effort
- Completing and closing a case involved multiple administrative steps
- The original discovery also identified an opportunity to strengthen the connection between completed work and invoicing
Designing Zoho case management around the whole case lifecycle
Wild Squirrel Technology worked with the business to understand the complete case lifecycle before designing a solution. Rather than simply replacing individual applications, we developed a phased Zoho platform connecting:
Client information
Projects
Documents
Electronic signatures
Workflow automation
Business reporting
Technology that fits the business
A key part of the approach was ensuring that technology fitted the business, rather than forcing the business to adapt to the technology. New workflows were tested against real cases, and the migration was deliberately staged to minimise disruption for assessors while the underlying processes were proven.
The results
The results have been significant. A case completion process that previously took around 90 minutes can now be completed in approximately 10 minutes. Consolidating systems has also produced estimated software subscription savings of around $10,000 per year.
89%
reduction in case completion administration
$10,000
estimated annual software savings
1
integrated platform replacing multiple disconnected systems
A Zoho case management platform that keeps evolving
Zoho has since become an integral part of the business’s operations, supporting assessment work, assessor coordination, project tracking and management reporting. Further enhancements have introduced:
Further enhancements
What has been added since
- Improved case-status visibility
- Management dashboards
- Assessor and contractor reporting
- Better time recording
- Document automation
- Electronic signatures
The current phase extends the solution into the financial workflow, connecting project time, expenses and billing with Xero to reduce re-keying and shorten the time between completing billable work and preparing an invoice.
The result of this case study is more than a new system. The business now has an integrated operational platform that can continue to evolve with the business, reducing administration, improving visibility and creating opportunities for further automation.
Wild Squirrel Technology
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Zoho case management case study FAQs
How does Zoho case management work for an assessment business?
For this assessment business, we developed a phased Zoho platform connecting client information, projects, documents, electronic signatures, workflow automation and business reporting, after first understanding the complete case lifecycle.
How much faster is case completion after the change?
A case completion process that previously took around 90 minutes can now be completed in approximately 10 minutes.
Why was the migration staged?
The migration was deliberately staged to minimise disruption for assessors while the underlying processes were proven. New workflows were tested against real cases.
Can Zoho connect to Xero for invoicing?
The current phase connects project time, expenses and billing with Xero to reduce re-keying and shorten the time between completing billable work and preparing an invoice.
What did consolidating systems save?
Consolidating systems has produced estimated software subscription savings of around $10,000 per year.
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