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Professional Services firms run two distinct but often parallel business processes. This page maps out both - so you can see how work flows through the system from start to finish.
A legal matter moves through a predictable sequence of stages. Every step depends on the one before it.
1

New enquiry

A potential client contacts the firm and is checked against existing records.
2

Client registration

The client’s details and legal need are recorded to create the anchor client record.
3

Matter created

A matter is opened under the client as the central record for the engagement.
4

Appointment booked and consultation billed

The client meets with an advocate and the consultation fee is invoiced against the matter.
5

Case filed

A formal case linked to the matter is created when court intervention is required.
6

Hearings tracked

Each court hearing is logged with the date, outcome, and next hearing details.
7

Evidence and documents managed

Exhibits, witness records, and all case documents are attached and organised.
8

Interim applications handled when needed

Urgent interim applications are tracked with their result and decision date.
9

Final order and closure

The final order is recorded, remaining billing is completed, and the matter is closed.
10

Final billing

All outstanding fees are invoiced and the matter account is settled.

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Stage by Stage

New Enquiry A potential client contacts the firm. The reception team checks whether they are already on the system. If new, a client record is created. If existing, their profile is retrieved. Client Registration The client’s full details are recorded - name, contact information, identification, and the nature of their legal need. This becomes the anchor record that all future work links to. Matter Created A matter (sometimes called a file or case file) is opened under the client. This is the central organising record. All appointments, cases, documents, and billing for one client engagement live under one matter. Appointment Booked and Billed The client meets with an advocate. The appointment is scheduled in the system, the consultation fee is recorded, and an invoice is raised - all linked to the matter. Case Filed When the legal matter requires court intervention, a formal case is created and linked to the matter. The case record tracks the court, case number, CNR reference, and all parties involved. Hearings Tracked Every time the case appears before the court, the hearing is logged - the date, the judge, what was argued, what was decided, and the next hearing date. This creates a complete chronological record. Evidence and Documents Managed Exhibits submitted to the court are recorded. Witnesses who gave evidence are listed. All related documents are attached - agreements, notices, letters, court orders. Interim Applications If an urgent application is needed (for a stay order, an injunction, or any temporary relief), it is tracked as an interim application against the case - with the result and date of decision. Final Order and Closure When the court passes a final order, the case status is updated. The matter is reviewed for any remaining billing. Final invoices are raised. Documents are archived. The matter is closed.

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Insurance Advisor Lifecycle

Insurance Advisor runs the whole business of an insurance agency in one connected flow: a lead becomes a client, a client becomes a policyholder, and a policy generates premiums and commissions until it is renewed, claimed, or matured.
1

A lead is captured and qualified

An advisor captures a prospect, logs calls and follow-ups, and moves the lead through New, Contacted, Qualified, and Proposal. The system scores the lead Hot, Warm, or Cold.
2

Needs are analyzed and plans illustrated

The advisor runs a Need Analysis to work out the coverage the client should hold, then builds a Sales Illustration comparing plans with projected premiums and maturity values.
3

An E-Application is filed and submitted

The advisor files an E-Application with nominees, health declarations, confirmed KYC, and the client’s consent. Submitting it turns the lead into a client with a portal login.
4

The application is underwritten and approved

An admin moves the application to Under Review, runs underwriting, and approves it once the pre-issue checklist passes: underwriting accepted, KYC confirmed, nominees total 100%, and first premium received.
5

A policy is issued

On approval the application becomes a policy with a premium schedule, nominees, and key dates. The policy is Active and cover is live.
6

Premiums are paid and commission is booked

Each premium payment raises a GST-aware invoice and receipt and books the advisor’s commission (first year on the first payment, renewal thereafter, with TDS withheld).
7

Renewals and risks are managed

The system opens renewals for policies falling due within 30 days, flags policies at risk of lapsing, and keeps every advisor a prioritized task list.
8

Claims are filed, approved, and settled

If a covered event occurs, a claim is registered, submitted, reviewed, approved, and settled, with the advisor and admins alerted at each stage.
9

The customer self-serves

Throughout, the policyholder uses the portal to view policies, download invoices and documents, manage nominees, complete KYC, and raise service requests.

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Stage by Stage

Lead Capture and Qualification An advisor opens a lead for a prospect and logs every touchpoint. The system scores the lead and bands it Hot, Warm, or Cold so the advisor knows who to call next. When the deciding conversation happens, the advisor logs the call as Agreed or Disagreed - an Agreed call moves the lead into the advisory sequence, a Disagreed call closes it as Lost. Need Analysis and Sales Illustration The advisor runs a Need Analysis to compute the client’s recommended sum assured, coverage gap, and human life value from their income, expenses, dependents, and existing cover. A Sales Illustration then puts candidate plans side by side - premiums, terms, and projected maturity values - so the client can choose with the numbers in front of them. E-Application The advisor files the E-Application against the lead with the chosen product, nominees, health declarations, confirmed KYC, and the client’s consent. Submitting the application turns the lead into a client with a portal login in the same action, using the email captured on the lead. Underwriting and Approval An admin moves the application to Under Review and runs underwriting. The system scores the risk and suggests a decision (Accepted, Refer, or Declined) plus any premium loading, which the underwriter accepts or overrides. Approval is allowed only once the pre-issue checklist passes; if anything is outstanding, the approval is blocked with a message naming it. Policy Issued On approval the application becomes a policy, carrying over its nominees, cover, and any underwriting loading. The policy tracks its key dates (next premium due, grace end, free-look end, revival due) and a premium schedule of instalments. Premiums and Commissions Each premium payment clears the matching schedule instalment, raises a GST-aware invoice and receipt (individual policies exempt, group policies taxable), and books the advisor’s commission at the first-year or renewal rate with TDS withheld above the configured threshold. Renewals and Lapse Risk Each day the system opens renewals for active policies due within 30 days and prioritizes them by how close the due date is. It also scores every active policy for lapse risk and flags at-risk policies before they slip, so the advisor can reach out in time. Claims An advisor registers a claim against a policy (Death, Maturity, Health, Surrender, or Accident), attaches the documents, and submits it. An admin moves it Under Review, approves or rejects it, and records the settlement amount and date on approval. The owning advisor and admins are alerted when a claim is filed, and the client gets a confirmation that theirs was received. Customer Self-Service Throughout the lifecycle, the policyholder can view their policies, download invoices and statements, request nominee changes, submit KYC, and raise service requests and feedback from the portal. Approved requests are applied automatically once completed.

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Where the Two Lifecycles Connect

For firms that handle both legal and insurance matters, the two lifecycles are independent but share the same client base. A single customer might have an active legal matter AND an insurance policy - both tracked in the same system, linked to the same customer record.