Cases
A case is a record that brings together everything your organisation does to support one person over time. Where a touchpoint captures a single interaction, a case captures the full journey — from initial assessment through to closure.
Each case has:
- A beneficiary — the person receiving support (a contact in your CRM). The beneficiary is set when the case is created and cannot be changed.
- A case manager — the team member responsible for overseeing the case.
What a case contains
A case can hold several types of structured information:
Client needs and desired outcomes record what the beneficiary requires and what they hope to achieve. These are plain-text entries you build up as you learn more.
Planned support describes specific actions or services your team will deliver. Each entry can be assigned to a lead team member, given a target date, and tracked through three statuses: Planned, In Progress, and Complete.
External services link in other organisations or professionals (such as a GP or housing officer) who are also supporting the beneficiary. Linking an external service creates a connection to that contact in your CRM.
Interactions are timestamped records of contact with the beneficiary — phone calls, visits, emails, and so on. They form an audit trail of engagement throughout the case.
Tasks let you attach follow-up actions from the Tasks module directly to the case, keeping everything visible in one place.
Case statuses
A case is either Open (active, support ongoing) or Closed (support ended). Closing a case does not delete it; closed cases remain fully readable.
When to use cases
Use a case when you need to track coordinated, ongoing support for an individual across multiple interactions and team members. For a one-off interaction, a touchpoint is usually sufficient. For a campaign or event involving many people, use a fundraising activity.