Pivotal Case Manager is a purpose-built case and complaint management system for digital wallets, payment platforms, and fintechs — SLA tracking, audit trails, and role-based access, without the enterprise rollout.
From first report to final closure — with the controls compliance teams ask for and the speed support teams need.
Inbox, detail view, workflow, timeline, attachments, notes, resolution, closure, and reopen — the full path a case takes, visible at every step.
Automatic countdown against your SLA targets, with escalation triggered before a case goes overdue — not after.
Fine-grained permissions down to the action level. People see and do only what their role allows — enforced, not just documented.
Search a customer, pull their profile, and link the case straight to the transaction in question.
Maker-checker style approvals for sensitive actions, so nothing high-risk ships on a single click.
Exportable dashboards and a read-only audit trail of every action — ready the moment a regulator asks.
The parts of case management that are hardest to retrofit later — handled from day one.
Sensitive data is masked by default, with controlled reveal for authorized roles only.
Every action logged and read-only — a full history that can't be edited after the fact.
Records are deactivated, never destroyed. Nothing sensitive disappears without a trace.
A second approval step on the actions that matter, built into the workflow itself.
We're onboarding a small group of fintech and e-wallet teams before general launch. Join the list and we'll reach out with access details.