Every case, tracked from opening to closure.
Whether you call it a case, a file or a matter, the work is the same: someone opens a record for a person or organisation, adds notes from every interaction, assigns tasks, collects documents and eventually closes it with a decision. That sequence breaks down when the notes live in e-mail, the tasks in a chat app and the documents in a shared drive that nobody fully trusts. Tenderely BPM holds the case together as one structured record and keeps the whole team moving without code.
What does case work repeat?
01
Opening a case
A referral arrives, a complaint is filed or a client walks in. Someone captures the basic facts, assigns an owner and sets the first deadline. If that moment is unstructured, comparisons and reports become impossible later.
02
Recording interactions
Each interview, call or meeting produces notes that belong to the case record, not to whoever happened to be in the room. When a colleague takes over, they need the full history.
03
Assigning and tracking action items
A case generates tasks: gather a document, make a referral, schedule a follow-up. Tracking those tasks by memory or sticky note is how things are missed.
04
Collecting and reviewing documents
Identity papers, medical reports, court orders, insurance forms — the case is never complete until the right documents are present and checked.
05
Approval and escalation steps
Some decisions inside a case need a supervisor's sign-off before work continues. When that approval happens in a side conversation, it leaves no audit trail.
06
Closing and reporting
A case closes with a decision, an outcome or a referral. Without structured closure, caseloads are unmeasurable and patterns across cases stay invisible.
Where does case work break down today?
The case history is scattered
Notes in e-mail, documents in a shared folder, action items in a chat thread. When someone is absent or leaves, the case history is effectively gone — and reconstructing it costs more time than the original work.
No one knows the real caseload
How many cases are open, how long they have been open, which worker is overloaded and which case has had no activity for weeks — none of these are knowable without someone sitting down to compile them manually.
Approvals happen off the record
A supervisor gives verbal sign-off in the corridor. The decision is real but the record is blank. When an audit or a complaint review arrives, the blank record is the problem.
Deadlines are managed by memory
Statutory timeframes, review dates and follow-up calls sit in a person's head or a personal calendar. When that person is overwhelmed, the deadline passes silently.
What changes with Tenderely BPM
01
One record for the whole case
Opening facts, interaction notes, documents, tasks and decisions all attach to the same case record. A worker picking up someone else's case sees the complete history without asking anyone.
02
Approval steps are inside the flow
Conditional and parallel approval steps are configured without code, so a supervisor sign-off becomes a named step in the record rather than a corridor conversation. The decision is traceable.
03
Deadlines remind themselves
Assign an SLA to any step and Tenderely sends a warning when the deadline approaches. A statutory review date no longer depends on someone's memory.
04
External parties can submit without an account
Send a public form link to a client, a referral source or a third-party organisation and their submission lands directly on the case record. They need no account or access to your system.
05
Mobile for fieldwork
The same case record is accessible in the iOS and Android apps, so notes and documents from a home visit or an offsite interview attach to the case in real time.
06
Caseload is a live dashboard
Open cases by worker, by status and by time since last activity sit on a dashboard rather than in a spreadsheet compiled at month-end. Patterns become visible while there is still time to act.
FAQ
Can we adapt the case structure to our own field — social work, insurance, legal or complaints?
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Yes. The fields, stages and approval steps that make up a case are configured without code. A social services case with safeguarding checkpoints, an insurance claim with an assessor review, and a legal matter with billable time notes are all different configurations of the same underlying platform.
How is access controlled across a team with different roles?
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Unit-, role- and field-level permissions determine who can open a case, who can see specific fields such as sensitive personal information, and who can approve a step. A junior worker and a supervisor can work in the same system and see different things.
Is there a full audit trail for each case?
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Yes. Every change to a case record, every approval step taken and every document added is logged with a timestamp and the identity of the person who made it. The history cannot be edited after the fact, which means it holds up under review.
Can clients or applicants submit information from outside the organisation?
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Yes. Public forms can be shared as a link with anyone, and what they submit goes directly into the case record. The external person never sees your internal system.
How do we track cases that have been open for a long time?
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Each stage can carry an SLA. When the time in a stage exceeds the limit, a notification goes to the assigned worker, their supervisor or both. A dashboard view filtered by time since last activity makes stalled cases visible at a glance.