Stop managing cases. Start resolving them.

No-code case management. Real-time user transparency, a single view for your teams and faster resolution – without the development project.

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The most expensive case is the one you handle twice

Most organisations are great at receiving requests. It’s what happens after submission that lets your users down.

The Problem

No visibility once a form is submitted 

A user reports a missed collection, submits a planning query or makes a complaint. Then silence. They call to chase, meaning your team handles the same query twice and the user is no more informed than when they started.

What Good Looks Like

Users receive automatic status updates at every stage. They know what’s happening without calling, so your team handles the case once – not twice.

The Problem

Cases split across disconnected teams

Different departments own different parts of the same case and updates don’t flow between them. Cases stall in handoffs. Nobody has the full picture: Not your staff and certainly not the user.

What Good Looks Like

Every team member sees the same complete case record. Handoffs don’t lose context. Cases move forward instead of stalling.

The Problem

Manual updates consume team capacity

Staff spend significant time writing update emails, chasing colleagues for progress and closing cases by hand. That’s time that should be spent resolving the next case, not managing the last one.

What Good Looks Like

Status changes trigger notifications automatically. Routine communications are configured once and handled by Connect. Staff focus on resolution, not administration.

The Problem

Generic ticketing tools that don’t fit

Helpdesk software and commercial CRMs were designed for IT support teams or sales pipelines. They don’t map to the complexity of regulated sector case management or the expectations of users who need more than a ticket number.

What Good Looks Like

Connect is built for the way regulated sector case management actually works – configurable by operational teams, no-code and no IT dependency.

Fast deployment or complex transformation?
We’ve got the right tool for both

Jadu Connect and Liberty Create both help organisations manage cases and build digital services. They’re designed for different starting points.

Jadu Connect for when you need

  1. Fast deployment with no development resource
  2. Standard user-facing case management out of the box
  3. Operational team ownership – no-code, no IT dependency
  4. Quick wins on common services
  5. Immediate resident transparency via MyAccount portal

Liberty Create for when you need

  1. Custom applications built around unique workflows
  2. Deep, complex integrations across enterprise systems
  3. Large-scale digital transformation programmes
  4. Developer or technical team involvement
  5. Full low-code platform capability for long-term build

What’s inside Jadu Connect

MyAccount – User self-service portal

A personalised, secure portal where users can see the current status of their open requests and receive updates at each stage. They can receive communications – all without calling. Every interaction is captured in the case record, creating a single thread that staff and residents share.

Case management timeline

Staff see the complete history of every case in a single chronological timeline – every communication, status update, document upload and action, in order. No more piecing together email chains or checking multiple systems. The full picture is always one click away.

No-code workflow automation

Service managers define workflows, set automated triggers, configure escalation rules and build communication templates without writing a line of code. New case types can be launched quickly, which means your platform keeps pace with policy changes, seasonal demand and new service requirements.

Icon of headset, speech bubble and cogs

Automated communications

Configure status-change notifications, acknowledgement emails, deadline reminders and resolution confirmations once and then let Connect handle them automatically. Users are informed at every stage. Your team focuses on resolving cases rather than managing communications.

Microsoft Teams integration

Manage, collaborate on and close cases directly within Microsoft Teams. For distributed or hybrid teams, this means case management happens where work already happens with no context-switching and no separate platform to log into.

APIs and open integration

Deep integration capability via webhooks and open APIs means Connect works alongside your existing technology stack and grows with it. Connect to your housing management system, planning platform, back-office CRM or any other core system your teams rely on.

Where Jadu Connect can deliver

Local Government

Councils use Connect to manage resident-facing case types that generate high volumes and require multi-team coordination, such as waste and environmental services, planning queries, licensing, ASB reports, complaints and benefits queries.
 
Residents track their cases in real-time. Staff work from a single case view. Managers see the full operational picture. The contact centre handles exceptions, not the majority.

Higher Education

Universities and colleges use Connect to manage student-facing processes: Accommodation queries, welfare cases, complaints, appeals and facilities requests. Students expect the same level of service transparency they get from commercial services.
 
Connect gives institutions a way to deliver that standard at scale, without adding headcount. Staff handle more cases with less friction. Students stay informed without chasing.

Healthcare

Patient-facing and administrative case management, complaints, PALS queries, access requests and feedback can all be handled in a single, auditable system. Connect’s no-code configuration means services can be adapted quickly to changing requirements without a development project.

Housing

Housing providers can use Connect to manage repair requests, tenancy queries, ASB cases and leasehold management. Tenants get a MyAccount portal that reflects the status of every open case in real-time, reducing the inbound call volume that repair and tenancy teams face every week.

Financial Services & Insurance

Policy queries, claims updates and complaint handling all generate high case volumes with strong expectations around transparency and speed. Connect gives operations teams a no-code way to manage those cases end to end, keeping customers informed at every stage without building a bespoke workflow tool.

Organisations using Jadu’s digital experience solutions

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