How to Create a New Case in Smartr365
Overview
You can create a new case directly from anywhere in Smartr365 using the "New Case" button in the top header. This is useful when you want to manually add a case for a client, rather than converting an existing lead.
Getting Started
Where to find it: Click the + (plus) icon labelled New Case in the top header bar. This is available from any page in the platform.
Step-by-Step Guide
Select Product Type: Choose either Mortgages or Protection. For mortgage cases, also select the mortgage product type (Residential or Buy To Let). Choose whether the application is Single or Joint. You can also add a note and tick "Offer Qualified" if applicable. Click Next.
Main Applicant: Choose between an Existing client (search and select from your CRM) or a New client (enter first name, last name, email, and mobile phone number). Click Next.
Joint Applicant (if applicable): If you selected Joint, enter the second applicant's details in the same way. Click Next.
Add Introducer: Select the introducer, branch, and negotiator for this case. Click Next.
Adviser & Status: Assign the case to an adviser, set the initial case status (New Lead, Call Back, or Meeting), and optionally set a follow-up date. Click Create Case.
Invite Client: After the case is created, you can optionally send the client an email invitation to complete actions such as their Fact Find, identity verification, or credit consent. Click Send Email to send, or View client account / Done to skip.
Tips & Best Practices
The system remembers your preferred adviser, introducer, and follow-up settings, saving you time on future cases.
If you select an existing client, their details are automatically populated from your CRM.
When creating a joint application, the system prevents you from selecting the same client for both applicants.
Frequently Asked Questions
Q: Can I create both mortgage and protection cases?
A: Yes, the New Case wizard supports both Mortgages and Protection case types.
Q: What is the "Offer Qualified" checkbox?
A: This marks the case as offer-qualified at the time of creation. It is only available for mortgage cases.
Q: Why can I not see the invite options after creating the case?
A: The invite step requires the action log permission. If you do not have this permission, you will see a confirmation screen instead. Contact your firm administrator if you need this access.
Need More Help?
If you need further assistance, contact our support team through the chat widget or email support@smartr365.com.