Delivering faster, smarter HR Case Management at AO

Solution

After exploring a range of cloud based options, AO selected Conformity CaseworkER as the best fit.

David continued, “One of the key reasons we chose CaseworkER is that it’s designed specifically for HR case management. Other systems we looked at felt like generic platforms that had been re-skinned for HR. CaseworkER just worked really well for what we needed.”

Implementation began in September 2023 and was completed within a month. The process was smooth and supported end-to-end by Conformity’s team, who worked closely with AO to configure the platform to their needs.

Key aspects of the rollout included:

• Ease of adoption: even before formal training, the ER team found the system intuitive and easy to use
• Customisation: features such as case hearing packs, automatic manager visibility, and evidence uploads were tailored to AO’s requirements
• Flexibility: AO was able to tweak templates and processes themselves as they used the system day-to-day.

David added: “What I liked was that if something wasn’t quite right, we could just adjust it. The system was flexible enough to evolve with us, which is exactly what we needed.”

Benefits

One year on, AO’s ER team has seen major benefits from using Conformity CaseworkER. Advisors now manage their workload directly through the system, with policy actions and reminders driving daily tasks.

Evidence packs that once took hours to compile can be produced instantly, while built-in prompts and shared access mean nothing is missed, and collaboration is far smoother.

With data captured consistently, AO can now track case durations, outcomes, and trends through Power BI dashboards - insights that were previously out of reach.

“The system has given us the capacity to handle the same volume of cases but with reduced reporting administration, enabling staff to spend more time on other, value-added activities,” says David.

The intuitive design has also boosted team morale. “Casework is demanding by nature, but when the systems you use are straightforward, it makes a huge difference. My team enjoys using CaseworkER. It reduces frustration and gives them confidence that they’re on top of things.” Employee surveys have echoed this, with staff highlighting the benefit of having the right tools for the job.

Ultimately, CaseworkER has helped AO deliver better outcomes for employees. David explains: “What we deal with is often difficult and sensitive. But being able to manage cases effectively means we can provide a better experience, and in some situations, that’s made the difference between losing someone and helping them stay in work and thrive.”

Forward thinking

AO continues to explore new ways of utilising CaseworkER. The team has recently begun testing the external enquiries function and is working on expanding its reporting capabilities.

For David, the value of Conformity CaseworkER is clear: “It’s a system that’s genuinely built for HR casework. It’s easy, it’s flexible, and it makes our work more efficient. The credibility it gives us with data and reporting has been massive. Most importantly, it’s improved the experience for my team, which means better support for managers and employees across AO.”