Smartr365 uses two separate concepts for tracking client work: Leads and Cases. Understanding the difference helps you find your work in the right place and use the correct workflow.
Leads
A Lead is an initial enquiry or potential client record. Leads appear in the Leads tab and typically represent early-stage contacts who have not yet had a product or recommendation attached to them. Leads are where you record initial client details and begin capturing basic information.
Cases
A Case is an active working file that includes a financial product (mortgage, protection, etc.). Cases appear in the Cases tab. When a Lead progresses to the point where you are actively recommending a product, it needs to be converted to a Case.
How to Convert a Lead to a Case
Open the Lead in the Leads tab.
Navigate to the relevant product section — for example, Mortgages or Protection.
Add the product details (e.g. create a new mortgage or protection record).
Once a product is attached, Smartr365 automatically promotes the record and it will now appear in the Cases tab.
Common Questions
Why can't I see a client in the Cases tab? If no product has been added to the record, it will only appear as a Lead. Add a mortgage or protection product to make it a Case.
Can I have a record in both tabs at the same time? The same record transitions from Lead to Case once a product is added. It will then appear in the Cases tab instead of the Leads tab.
Can I delete a Lead? Leads can be marked as Not Proceeding (NPW) or deleted depending on your user permissions. Contact your System Administrator or Smartr365 support if you need a Lead removed.