06 / For organisations
Receive the request.Keep the matter moving.
A submitted service request arrives as a case with its own reference. Your team can review it, send an update, ask for what is missing, record the outcome and keep every exchange with the matter it belongs to.
Applications · complaints · claims · supporting documents · queries · decisions · outcomes
In the app
One case in progress
Insurance claim · Ref KPB-4821
Being reviewed
- Request submitted
- Assigned
- Document requested
- Response received
Review
Start with one complete request
The service, submitter, answers and supporting documents arrive under one reference. Your team does not have to reconstruct the intake from a mailbox, a form tool and a chat transcript.
Handle
Give the next step to authorised staff
Route the case inside the organisation, send an update or request the next document, signature, consent or decision. The person sees what is needed and responds in the same case.
Close
Send and record the outcome
Send the final response and keep it beside the work that led there. Both sides retain the relevant correspondence instead of one side losing access when an internal ticket closes.
A case is the request, the work and the outcome on one record.
- Identity
- The case records the verified person or organisation that submitted it.
- Authority
- Actions are attributable to the authorised people who took them.
- History
- Correspondence, documents and decisions stay with the same reference.
The detail
- Is a case the same as correspondence?
- No. A case is the trackable matter opened by a service submission. Correspondence is a message, document or request exchanged inside or alongside that matter. One case can carry several pieces of correspondence.
- Can another organisation submit a case?
- Yes, when the published service accepts verified organisations and the person starting it is authorised to act through that organisation's Keepable. Personal and company authority remain distinct.
- Can everyone in our Workspace read every case?
- No. Workspace membership is not blanket access to every piece of customer information. Case and correspondence access follows the roles, grants and sensitivity rules applied to that work.
- What can we ask for after submission?
- Your team can send an update or ask for a form answer, supporting file, signature, consent or decision using the correspondence capabilities available to the organisation.
- Does closing a case prove our decision was correct?
- No. The record helps show who acted, what was exchanged and when. It does not certify the truth of every document or the fairness or legal correctness of the organisation's outcome.
The limit
Keepable is the shared interaction record, not a replacement for every internal case-management system. Your organisation may connect or continue using specialist systems for adjudication, fulfilment and sector reporting.
Start here