1 · Define field rules
Received date
Required
Distribution channel
Optional
Branch
Not used
You decide which information is required.
Shape service processes
Company-wide case management
Shape your service processes. Stay in control across your company.
Your business teams adapt case processes themselves – without involving IT for every change. Clear permissions, the right responsibilities and organised tasks connect case handling across your company.
INSIDE TURNFRIENDLY · BANKING EXAMPLE
Two complaint points. One shared case.
The customer questions fees and how they were explained. The team categorises both issues, requests a statement and keeps the reply with the case.
Interactive look inside TurnFriendly · Case detail
BANKING · CUSTOMER RECORD 2027-0042
Account fees disputed
Case items (2)
Two case items within the same case
1. Complaint
Account › Account management › Fee amount
The amount of account management fees is disputed.
2. Complaint
Communication › Changes to terms › Clarity
The notice explaining the fee change is unclear.
Related task
Review account fee entry
Changes to current account terms
The disputed notice remains available with the case.
Fields and categorisation trees are configurable.
From intake to improvement.
Receive
Capture incoming concerns.
Route
Reach the responsible teams.
Handle
Connect tasks and information.
Respond
Communicate the outcome clearly.
Analyse
Understand topics and workflows.
Improve
Use insights to improve service.
YOUR BUSINESS TEAM IN CONTROL
New requirements? Adapt the process yourself.
Define the information your team needs. Your configuration becomes the right intake form – without involving IT for every field change.
2 · Check the preview
Received date *
DD.MM.YYYY
Distribution channel
e.g. Online
An asterisk marks the required field. Branch does not appear.
Configuration view · not interactive.
Collaborate by email too · View details
1 · Receive the request
The task request arrives in the recipient's email inbox.
2 · Reply by email
The recipient replies directly from their own email application.
3 · Match the reply automatically
TurnFriendly files the email as a response document linked to the task and sets the task status to completed.
The reply stays linked to the task and case. Your team is notified and continues working in the same case.
STAY IN CONTROL ACROSS YOUR COMPANY
Clear permissions. The right work in view.
Define who can do what.
Detailed user permissions control who can view, handle and configure which cases.
Choose a role · View permissions
Customer service
Cases
Handle
Configuration
Not allowed
Team lead
Team tasks
Manage
Configuration
Not allowed
Business administrator
Process rules
Change
Fields
Configure
Route work by expertise.
Skills-based routing sends cases to suitable handlers. ToDo lists keep upcoming work manageable.
Routing profile · Case 10421
Expertise
Payments
Language
German
View assignment and ToDos
Matching team
Payments team
ToDo list
Review account fee entry
Case 10421 · Open
Add a statement
Case 10421 · In progress
Set user permissions and skills to suit your organisation.
Automation and risk rules · View details
Automation in the workflow
Recurring cases can be structured, assigned and processed in batches according to your configured process. Your team reviews exceptions and decides where human approval is needed.
Risk Detection based on your rules
Whether data protection/GDPR, reputation, financial or operational risks: you define which characteristics of a case indicate a risk. TurnFriendly evaluates categories and custom dropdown or numeric fields using configured scores. The indicators remain visible on the case so your team can review and prioritise it.
YOUR NEXT STEP
How does your typical customer case work?
Discuss a typical service process with us. Together, we look at recurring steps, the teams involved and the information they need.