Is it worth to include some Case data/statistics at the case summary page? What data can we show that would bring value? e.g. date of case created, last update, by who etc.

Is summary a proper place to have data such as Customer other products? It’s seems more like an applicant summary, should we have a separate section for such data? E.g. show it in applicant view?

AJK - We already have a display of the customer’s other products against the customer themselves:

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….so you could argue that the “customer’s other products” section isn’t needed as it just duplicates this one. One to confirm in interviews maybe?

What do you think about quick actions ideas? Should they be accessible from Case level? Should we let brokers choose what they would like to have there? What kind of actions could it be? e.g. Notes, upload doc, diary entry?

What do you think about quick actions ideas?

I liked it as an idea so if the user arrived at a case then they could just bang on a note and only decide what product it was against when they were in the dialog.

Should they be accessible from Case level?

This is one of the things the “Timeline” tab was attempting to achieve.

Should we let brokers choose what they would like to have there?

This sounds like the sort of thing I would suggest and then get into trouble for introducing a load of complexity by making things configurable! 😃 I don’t think we need to let brokers choose until we’ve got feedback that suggests this would add value.

What kind of actions could it be?

Add a note, upload a file, create a diary entry. Those are probably a strong start.

Notes - currently notes are associated with an individual product or applicant. Does it make sense to create a note on a case?

We didn’t do this as there was a concern that it would be another place to look for a note you’d added. Cases were intentionally kept very light on content as they were a new concept introduced when we came over from Version 3. We could change that now if there was demand.

Additional note: Sometimes a note can refer to multiple products and there isn’t a clear way to do this in the CRM currently (other than copy & paste). The ability to indicate a note relates to multiple products has come up in the past.

Do we have any data on Products groups? What’s the average number of groups? What’s the average number of products in the offer for brokers?

How New Enquiry work? Are all brokers aware that it works as a product placeholder? Shouldn’t it always be visible in products list? Is it worth to rethink this solution?

How New Enquiry work?

It’s literally just another product. The system doesn’t realise (or care!) that it’s intended for new enquiries, it just thinks its a product the same as all the others.

Are all brokers aware that it works as a product placeholder?

That’s probably an interview question. I would assume this is covered in the training.

Shouldn’t it always be visible in products list?

I’m not really sure under what circumstances you wouldn’t want it to appear in the product list. If you had a broker who had a clear idea of what sort of product their customers wanted before entering it onto the CRM then they could just delete the “New Enquiry” product from their system and it wouldn’t appear.

Is it worth to rethink this solution?

Maybe if it’s confusing, but the problem we’ve found historically is that if you create a special sort of new lead product then a customer comes along and says they need a particular piece of functionality on their new leads that isn’t supported. So we added it and then it happens again etc etc until the “special” new lead product is exactly the same as a normal product and therefore you might as well use a normal product called “New Lead/Enquiry”. Worth considering.

What do you think about having a section dedicated to archived products that simplifies the current experience? Should “archive” be a stage, or a CTA?

Could do.

Should “archive” be a stage, or a CTA?

Should be a stage so it can trigger the generation of documents etc (all the usual stage stuff). Making it a stage also means we can use the usual stage permissions etc and moving things through stages is a familiar process to users.

You could have a separate CTA to do it (funnily enough protection products work a bit like this) but if you did that should probably just change the stage in the same way as a user just choosing a stage!

How does finova portal access work? When there are 3 products, and the applicant is only related with one product

Note: “Which portal do we want to support?” is a question that is going to product steering soon.

As enabling Burrow is at the applicant level then only tasks relevant to the product the applicant is on are sent to the Burrow portal e.g. if the applicant isn’t on “Mortgage 123” then no tasks are sent to their Burrow for “Mortgage 123”.