Every case tracked to resolution
Cases move through the stages and sub-stages you define, timed against their SLA. Sign-offs, service providers and the conversation around each case all stay on the record.
One case, open to resolved
Every stage move is journalled and timed, so you always know where a case is and how long it has been there.
Case
Open · Processing · In Review
Provider
Assessor · Repair Centre · Tow Truck
Sign-off
Pending · Approved
Closed
Resolved · Not Resolved
Stages and SLAs you can see
Stages and sub-stages are configuration, not code, and every move is journalled with who made it and how long the case sat there. Dashboards show where cases are waiting and who is carrying them.
- Sub-stages filtered to what is valid for the current stage
- Every transition recorded with who, when and time in stage
- SLA status on every case, set by its priority
- Late closures capture the reason
Sign-off without custom code
Approval is a setting on the record type, so the approvals tab and submit action arrive on their own. Conditions decide which process applies to which case, and approving or rejecting fires the actions you configure.
- The right process found by conditions on the case
- Records can lock while a decision is pending
- Approved records stamped, and the stamp sticks
- Outcomes that update fields and notify people
Your provider panel, on record
Assessors, repair centres, tracers and tow operators are records with a type, their numbers and named contacts. Incidents record the provider who attended, and inactive providers keep their history without cluttering new work.
- Providers typed, so finding an assessor is a filter
- Phone, alternate and after-hours numbers on the record
- Any number of named contacts per provider
- Deactivated, never deleted, so old links stay intact
A conversation on every record
Each record carries its own chat, so questions about a case or claim are asked and answered right beside it. Presence shows who is available, and screen sharing and calls are built in for when typing is not enough.
- Chat threads on the record they concern
- Typing indicators and read receipts
- Online, idle and busy presence
- Screen sharing and voice or video calls built in
One case, every team
Sales
Refer a case's account to sales and send product guides in the same step.
Explore sales ➝
Claims
The providers on your panel are the ones claims teams dispatch to incidents.
Explore claims ➝
Underwriting
Cases link to the related policy, so service history sits beside the cover.
Explore underwriting ➝
Ready to see what
Meta can do?
FAQ
Each case is timed against an SLA threshold set by its priority. The header shows whether it is within SLA or past it, and closing a late case asks for the reason.
Yes. Approval is a setting on the record type, so the approvals tab and submit action arrive without custom code, and conditions decide which process applies to which case.
On the provider's own record: its type, phone, alternate and after-hours numbers, and any number of named contacts. Providers are deactivated rather than deleted, so past work keeps its links.
Every stage move is journalled with who made it and how long the case sat in the stage it left, so average time per stage and live counts per stage come without building a report.