Replaced email and phone enquiries with a self-serve client portal. Requests arrive structured, the team manages everything from one dashboard, and clients get a faster, more professional experience.
Client: Mastering Social Work
The challenge
Mastering Social Work is a UK social care consultancy offering specialist consultation services to social workers and local authorities. As demand for their services grew, managing enquiries through email and phone calls was becoming a real problem. Requests were getting lost, the admin team was spending the majority of their week just keeping up with intake, and prospective clients were left waiting for basic information about services and costs.
They needed a professional online presence that would let clients find the right service, make a request properly, and manage their own case without everything having to go through the team first.
What we built
We built a secure online platform where clients can browse the full range of consultation services, submit a request, get an instant cost estimate, and track the progress of their case from any device, at any time of day.
Behind the scenes, the team now has a management dashboard that brings everything into one place: a queue of all incoming requests, the ability to update statuses, add notes, and message clients directly. No more inbox archaeology or maintaining separate tracking spreadsheets.
The platform was also designed with growth in mind, with the foundations already in place for a professional training hub where social workers can access CPD-accredited development content.
The results
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