eClient: Processing & Case Management Made Easy

All the information you need to make a decision in one place — instead of scattered across multiple systems.

#ai-native
#case-management
#document-management
#routing

More Than Just a "Digital Mailbox and Case File"

The eClient shortens processing times by consolidating all decision-critical information in one central location and structuring it with AI support. In reality, delays rarely stem from the case itself, but from data being scattered across multiple systems — incoming correspondence, policy status, interaction history, CRM, or broker portals.

eClient goes far beyond a simple inbox with an attached file: All relevant data from connected third-party systems is pulled directly into task processing, eliminating the need to switch between systems. It is precisely on this unified foundation that the Macros AI Panel comes into play. It never hallucinates or fabricates details — it works strictly with the consolidated data at hand, generating summaries, actionable recommendations, and draft replies directly within the workflow.

The Lifecycle of a Case in eClient

A case moves through eClient in six clear steps — from the initial inbox overview to final resolution.

Keep an overview

Merge context

A single click opens the digital case file: a complete electronic file providing a 360° view of the customer, policy, and claims. Data from connected third-party systems flows right into this view, eliminating the need to manually switch between policy administration, core contract systems, or CRM. If a jump to a specialist system is required, it happens directly in context without leaving the active case.

Working on the document

Guiding through the case

Leveraging AI on Consolidated Context

Only when case files, documents, and checklists are fully consolidated does the Macros AI Panel come into action — without requiring any professional prompting skills. A simple question in the chat or a selection of predefined prompts is all it takes:

Document & File Summaries: Instant summaries of documents and entire case histories — even for lengthy expert opinions or medical reports — complete with direct links to the original passages.
Actionable Recommendations (Next Best Action): Smart recommendations tailored to the identified customer intent.
Draft Responses: AI-generated response drafts for the handler to review, approve, and send.
AI-Powered Timeline: A visual interactive timeline that displays the case history as a process flowchart.
Telephony Support: Live transcription and analysis during phone calls, automatic check-offs for screening questions, and clear visibility of open items — with all captured content automatically populating fields to eliminate manual data re-entry.

Case resolution — featuring visible fraud alerts

Whether a detected fraud suspicion is routed directly to a specialized Fraud Team or first lands in standard case processing is simply a matter of routing configuration. When a case is handled via eClient, Frame:Detect highlights suspected manipulations right within the document. Handlers can instantly see if a document has been flagged as potentially altered and factor this into their decision — rather than blindly assuming its authenticity.

When eClient Isn't Your Main Processing Client

Not every customer uses eClient as their primary workspace. For these scenarios, the eWorkshell brings the very same core concept directly into your existing client application: unified context and AI in a single place, eliminating constant system toggling. As an independent framework application, it displays supplementary data from external systems (such as policy administration, CRM, or broker portals) and incorporates the AI Panel — while remaining fully functional even without AI enabled. This represents our third integration pattern, alongside the AI Panel in eClient and the AI Panel for Outlook.

Key Business Benefits

eClient delivers four concrete business outcomes:

A single source of truth instead of toggling systems

everything you need in one place, including data from third-party systems.

From hours to minutes for complex documents

document preparation for expert reports drops from around 1.5 days to approximately one hour

No manual follow-up after phone calls

Live transcription and automated field population eliminate duplicate work entirely.

Available Even Without eClient

eWorkshell brings this same consolidation directly into external client applications.

FAQ

Does eClient only bring together AI functions or also data from other systems?

Do I need eClient to use AI support?

Does the AI panel also assist with phone calls?

How does the caseworker learn about a suspicion of fraud?

Looking to reduce workload for your caseworkers and unify all information into a single workspace? Contact us to discover how eClient supports your processes — from the file to the final response.

Macros Reply

Macros Reply is the Reply Group company that provides innovative solutions to help organizations make their processes more efficient and intelligent. Its portfolio includes input management, electronic mailboxes and files, rule-based and AI-based routing, and document management. The company delivers seamlessly integrated 360° solutions and automation using Agentic AI, Generative AI, machine learning, and robotic process automation (RPA), enabling customers to focus on their core business. In addition, Macros Reply provides comprehensive consulting on regulatory requirements to help ensure compliance across all business processes.