At Mercury, the internal operations teams use a tool we built called Case Management to document and collaborate on their work. To gather data and help us discover case patterns, it’s important that they link related “entities” to their cases.

What are entities?

Entities are pieces of data that can be linked to cases - they centralize data, increase observability, and overall, optimize how we serves our customers. More specifically, they:

🤝 Provide direct context when cases are handed off
🕵️ Give a clear idea as to how a case was conducted during audits
📈 Help us identify trends to proactively improve our customer experience

A common example would be when a Mercury user emails us with a check deposit limit increase. When creating a case from an email, the operator should link the email and any information that the email refers to (ie: transactions, accounts, attachments). 

However, manually linking entities is tedious and time consuming - it can be so cumbersome that teams don’t link them at all. This leads to a painful loss of initial context around the source of a case.

Rather than manually adding each entity, we now proactively surface information from where the case was opened, allowing operators to easily link relevant entities all at once.

Entities that we are certain are relevant to the case are checked by default while the others are unchecked. Operators have the ability to customize what entities get linked as they set up their case. 

But imagine a day where all relevant entities are automagically linked once a case is created, eliminating the checkbox step altogether!

Value

As Mercury scales, it’s crucial that our internal tools scale with it. The new process for creating cases empowers operators to dedicate more time to managing cases, reaching out to customers, and in overall, elevating the Mercury user experience. With more entities linked to cases, work is more visible, which optimizes how we handle collaboration, audits, and data tracking.