My Workflow: Configurable Workflow Management for Debt Counsellors
A flexible workflow and case management platform that centralises debt counselling operations, enforces timelines, and keeps practices compliant without adding rigidity.
Services Supported
10+
Configurable per practice
Automation Coverage
100%
Escalations & notifications
Client Overview
My Workflow serves debt counselling practices operating in the consumer credit and debt review space. The platform consolidates client cases, services, compliance obligations, and communication touchpoints into a single operational system built for scale.
The Challenge
Debt counselling is process-heavy and deadline-driven. Practices juggle multiple services per client, legal timelines, proactive communication, and internal accountability. Without structure, cases stalled, follow-ups were manual, and managers lacked visibility into bottlenecks across teams.
Operational pain
Complex cases with multiple services and timelines were tracked manually and inconsistently.
Management pain
Minimal oversight into stalled work, missed deadlines, and staff accountability.
Configurable by Design
Rather than hard-coding processes, the platform lets practices define services, workflows, timelines, and status progression. This flexibility ensures the system adapts to different operating models while still enforcing control, compliance, and visibility.
Service definitions configurable per practice with bespoke workflows and durations.
Status-driven progression ensures teams follow the right steps in the right order.
Automated oversight escalates stalled work without constant manual monitoring.
Experience Pillars
Flexible
Workflows adapt to each practice without deployments.
Accountable
Assignment and escalation features keep teams responsible.
Compliant
Time-bound statuses and notifications protect legal obligations.
Case & Workflow Management
- •Capture client profiles and associate cases with specific services.
- •Define workflows per service with expected durations and status limits.
- •Status-driven progression keeps cases moving through formalised steps.
Automation & Oversight
- •Automated escalations trigger when cases exceed time limits.
- •Notifications alert administrators when interventions are required.
- •Task assignment ensures clear ownership across employees.
Communication & Payments
- •SMS updates keep clients informed about milestones and status changes.
- •Debit order integrations manage service fees without manual effort.
- •Document storage keeps case artefacts centralised and auditable.
Operational Intelligence
- •Real-time dashboards surface bottlenecks across services and staff.
- •Audit trails capture every status change and handover.
- •Management reports highlight compliance and throughput trends.
Platform Architecture
Built on a service-oriented architecture hosted on AWS, My Workflow separates concerns across core services while maintaining data integrity and reliability. The design supports future extensibility for additional automation and analytics without major rework.
Technology Stack
- •Java backend services orchestrating workflows and automation
- •Vue.js frontend for case management and dashboards
- •AWS infrastructure delivering scalability, security, and resilience
Outcome & Impact
Practices now operate from a single source of truth with built-in accountability and automation.
- •Clear visibility across all active cases and services.
- •Reduced stalled cases thanks to enforced timelines and escalations.
- •Improved internal accountability and consistent client communication.
Role & Value
Led the complete delivery lifecycle—from domain modelling the debt counselling process to architecting, building, and deploying the platform on AWS.
- •End-to-end product and system design
- •Backend and frontend implementation
- •Infrastructure setup, deployment, and ongoing evolution
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