The Challenge
Precedent's CEO had built a strong Quickbase solution in-house to manage insurance claim workflows. However, with a growing customer base and a tight deadline, he no longer had the capacity to scale the app while leading the business.
The company needed to rapidly onboard new agents and improve daily workflows without slowing down momentum.
Our Solution
Quandary delivered a custom Quickbase application designed to support Precedent's onboarding goals and fast-changing workflows.
The system replaced manual call logging with a guided interface that only shows agents what's relevant for each interaction, helping new hires ramp up faster and stay focused.
The application also integrated Talkdesk, enabling agents to make calls directly from Quickbase while following a step-by-step workflow. Once a call ends, the system records the outcome and advances the case automatically.
The solution gave Precedent a scalable, role-specific workflow that could keep pace with the company's growth.
Key Features:
- Guided interface to reduce onboarding friction
- Role-specific workflows to focus agents on relevant tasks
- Integrated Talkdesk calling within Quickbase
- Automated case advancement after each call
- Embedded PDF viewer to meet compliance standards
- Secure, in-app display of case documentation
- Scalable structure to support future hiring
Our Process
Precedent needed a working application within a month. With no time for a full discovery phase, our team focused on gaining clarity quickly and adapting as the build progressed.
Key Steps:
- Prioritized clarity early: Spent the first third of the project working with Precedent to define core requirements before development began.
- Reviewed source materials: Evaluated documentation, workflows, and integration points to build a clear foundation.
- Built-in sprints: Moved into development quickly using an agile approach that allowed for real-time adjustments.
- Adjusted as needs evolved: Incorporated changes week by week as the client refined their workflows and surfaced new requirements.
- Maintained tight feedback loops: Kept communication clear and decisions fast to ensure delivery stayed on track.
The Roadblocks
The engagement surfaced several technical and delivery challenges that required quick decision-making and flexible execution. With no time for a full discovery phase, our team worked closely with Precedent to clarify evolving requirements as the build progressed.
The original Talkdesk integration failed in Chrome due to limitations with the browser's PDF viewer. We explored a fallback in Firefox, but that option broke compatibility with TopDesk. To keep everything in a single workflow, we engineered a custom solution that enabled the integration in Chrome.
TopDesk also lacked the embedded call-logging features the client expected. After escalating the issue with the vendor, Precedent secured access to a beta capability that allowed us to deliver the interaction they needed.
Finally, Chrome's PDF viewer didn't meet the client's compliance standards. We addressed this by embedding a secure, custom PDF viewer directly within Quickbase.
"Working with experts isn't always easy. They tend to think their way is the best way. Quandary presents solutions in a way that they can be discussed and well thought out so that the right decision can be made."
The Toolstack
The solution was built in Quickbase, which Precedent was already using internally. Quandary integrated Talkdesk to enable in-app calling and embedded TopDesk to streamline call logging within the workflow.
Our team also implemented a custom JavaScript library to securely display PDFs inside the application, ensuring agents could view documents without switching tools.
The Results
By taking over development, Quandary freed up Precedent's CEO to focus on growing the business instead of managing the application.
The new Quickbase app also made it easier to train new agents, with role-specific workflows that reduce confusion and keep team members on task.
While the goal wasn't to speed up individual tasks, the system created a more focused environment that could scale with the company's rapid growth.
Key Results:
- Reduced onboarding time with guided workflows
- Minimized training complexity for new agents
- Delivered a role-specific system to keep teams focused
- Freed up the CEO to focus on growth
- Built a scalable foundation for future hiring
What's Next?
After launch, Quandary supported Precedent in hiring a senior in-house Quickbase developer. Our team is leading knowledge transfer and onboarding to ensure internal ownership of the platform.
As new needs emerge, we continue to provide technical support and contribute to future enhancements.
With this foundation in place, Precedent is positioned to move faster and scale without reinventing core systems.
Client Overview:
Precedent is a SaaS company that helps law firms and insurance providers streamline claim processing. Their platform reduces administrative complexity and improves coordination between parties.
Industry: LegalTech / InsurTechLocation: Charlotte, NCSize: 50
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