Case studies · Business outcomes

Selected client projects

Three projects delivered end to end: an insurance claims workflow with an AI administration layer, a voice assistant that merges several businesses into one prioritised flow, and AI intake for a dental practice.

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Overview

Delivered work, not illustrations

Each project below began with a review of how work actually moved through the business, not with a choice of tool.

The scope covers workflow design, integration between systems, and the AI layer that removes the repetitive administration sitting between them.

Client names are withheld by agreement. Where results were measured, the figures are shown as recorded.

Selected work

Three projects, start to finish

Case 01

Claims workflow rebuilt around an AI admin layer

Insurance · Supplier network · End-to-end workflow

Regional general insurer, around 18,000 property and motor claims a year, coordinating 75+ assessors, repairers and materials suppliers.

Challenge

Claims moved between the insurer and an external network of assessors, trades and materials suppliers almost entirely by email and phone. Quotes were rekeyed by hand, approvals were chased one at a time, and nobody could see where a job sat without asking someone. Administration, not claim volume, was what limited how much work the team could carry.

What we built

A single workflow covering the full claim lifecycle, from first notification through assessment, supplier allocation and materials ordering to settlement
Two-way integrations with service and materials suppliers, so quotes, availability, orders and job status update in place rather than by email
An AI layer that reads inbound email and documents, extracts the detail, files it against the right claim and drafts routine correspondence
Exception routing that sends anything unusual to a person with the full claim context already attached

Measured results

Metric	Before	After	Change
Median claim cycle time	17.4 days	11.8 days	−32%
Admin touch time per claim	68 min	29 min	−57%
Claims per administrator per week	42	58	+38%
Reopened claims	5.7%	5.5%	held

Supplier-status enquiries needing a manual phone call or email fell from 64% to 18% of open claims. Reopened claims held steady, so the gains in speed and capacity did not come at the cost of accuracy.

“We removed a huge amount of chasing without changing how our claims people make decisions. The same team can carry materially more work, and we now know where a repair is without calling the supplier.”
Mark F · Head of Claims Operations

Figures drawn from the client's claims system and workflow records, comparing the six months immediately before and after go-live.

Case 02

A voice assistant that turns several businesses into one prioritised day

Multi-business operations · Voice AI · Prioritisation

Owner-operator managing four businesses across hospitality, property and professional services.

“Before this, I had tasks spread across my calendar, notes, WhatsApp and three different lists. Now I say something once and know it will come back when it matters. I spend less time remembering what I've forgotten and more time actually doing the work.”
Alex K · Owner-operator, four businesses

Challenge

The client ran four businesses at once, each with its own tools, calendars and task lists. Work arrived through whichever channel happened to be open, so the order of the day was set by whatever interrupted most recently rather than by what mattered most. Capturing a task meant stopping, deciding which system it belonged in, and typing it up.

What we built

A voice-first assistant that captures work spoken in plain language, with no app to open and no form to fill in
Recognition of which business and workstream each request belongs to, so items file themselves
One prioritised flow that merges every business into a single queue, ranked by deadline, dependency and commercial weight
A spoken rundown of the day covering what is due, what is blocked and what has moved

Measured results

Metric	Before	After	Change
Separate lists, calendars and apps	7	1 queue	6 removed
Median time to capture a task	41 sec	8 sec	−80%
Tasks completed by due date	67%	89%	+22 pp
Overdue tasks older than seven days	23%	8%	−15 pp

Capture time is the median of 12 timed trials using the previous workflow and voice capture. Completion rates come from the client's task records for the 90 days immediately before and after rollout.

Case 03

Zero missed leads and a front desk that moves 40% faster

Healthcare · Dental practice · Intake and claims

Challenge

Enquiries arrived by phone, web form and social message while the front desk was chairside with patients. Leads were missed outright or answered too late to convert, and health insurance administration was handled by hand for every eligible patient.

What we built

AI intake across every enquiry channel, answering immediately and outside clinic hours
Qualification and booking handled inside the same conversation, with handover to staff whenever a person is needed
Automation of the repetitive front-desk administration surrounding each appointment
Automated workflows with health insurers covering eligibility and claim handling

Measured results

0 missed or unactioned leads across a two-month pilot

40% faster administrative process

64 NPS, up from 31 before the project

“Before, if the phone rang while we were with a patient, there was a real chance that enquiry was gone. Now every lead gets an immediate response, and the team spends far less time on repetitive admin. The front desk can focus on the person in front of them instead of constantly catching up.”
Victoria M · Practice Manager

Lead response figures come from the practice's enquiry records across the two-month pilot. Administrative processing times are based on workflow timestamps, and NPS compares patient survey responses during the pilot with the equivalent pre-rollout period.

Client names are withheld by agreement. Every figure on this page was measured against a recorded baseline over the period stated with each case.

Process

How we work

Review

We review your workflows, systems and business goals.

Plan

You receive a clear plan with priorities, risks and practical next steps.

Build

We implement the agreed solution with clean structure and measured delivery.

Improve

We refine the solution based on usage, feedback and operational results.

FAQ

Questions businesses ask

Why are the clients not named?

Client names are withheld unless a client gives written approval to use them. The scope of the work and the measured results are described in full.

What results do you measure?

It depends on the process. Common measures are lead response and conversion, administration time, error and rework rates, and customer satisfaction scores such as NPS.

Do you only work in these industries?

No. Insurance, dental practice and multi-business operations share the same underlying pattern: manual administration sitting between disconnected systems. That pattern is not industry specific.

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