TechSearch Case Studies

I am looking for a solution that allows us to send and receive files securely with external third-parties.

I need a solution that is able to securely share sensitive data using end-to-end encryption. In the cases where this is implemented as a SaaS solution, then the architecture must be zero-knowledge based.

The solution must also be capable of supporting the exchange of large files, as well as large numbers of files in a single transaction.

Our incumbent solution has proved to be unfit for purpose primarily due to an inability to manage link expiration timeouts. So, the option to be able to have full control over how long a file link remains accessible is a key requirement.

Additionally, external third-party recipients should not be required to manage an account or password on the system. Authentication should be through an appropriate key exchange or access key method.

We are seeking a modern, intuitive, and AI-enabled Governance, Risk and Compliance (GRC) solution to replace our current spreadsheet- and SharePoint-based processes.

Our primary objective is to reduce manual administrative effort while improving visibility, reporting, and insight into organisational risk, trends, and compliance exposure.

The proposed solution should support the management of multiple domains within a unified framework, including (but not limited to) business risk, cyber security, AI adoption, and clinical governance. A strong emphasis is placed on the use of automation and AI to streamline workflows, minimise manual intervention, and reduce reliance on dedicated compliance resources.

As a system of record, the platform must support, at a minimum:

• Incident management

• Risk identification and assessment

• Policy and document management

• Employee and contractor compliance checks

• Task assignment, ownership, and tracking

As a mid-sized not-for-profit organisation, we are seeking a practical, proven, and cost-effective solution that is straightforward to implement and operate, and delivers clear value for money, that can scale with the business needs.

We're currently looking for suitably qualified vendors to provide a Document Management solution within or integrated with our CRM platform, which is Salesforce.

The intention is that this solution will support our case and complaint handling processes by enabling and improving the management of documents and communications throughout the case lifecycle.

Our role is to manage complaints through a structured case management process supported by a Salesforce-based CRM. Cases may progress through multiple stages, including enquiry, referral, investigation, conciliation, assessment and recommendation. At each stage of the process, we are required to gather, review, exchange and retain information to ensure matters are handled fairly, consistently and in accordance with procedural fairness obligations.

As part of our dispute resolution role, we regularly:

• Receives and sends high volumes of email and webform communications

• Engages with multiple internal and external stakeholders, including consumers, energy and water providers, case managers, investigators, legal and quality assurance teams

• Manages supporting documentation and evidence provided by parties to a complaint, as well as internally generated case records, assessments and decision documents.

Documents and information may be received at different points in the case lifecycle and through multiple channels. This information must be accessible to authorised staff, appropriately shared with relevant parties, and retained with a clear audit trail.

Currently, document handling (including ingestion from emails and webforms) involves manual steps and limited centralisation at the case level within the CRM. This can create operational challenges and risks, including:

• Difficulty locating all relevant documents for a case

• Duplicate documents and version control issues

• Increased effort to review, share and manage information during investigations and conciliation

• Challenges and time-consuming processes to meet audit, retention and governance

• requirements

• Time-consuming manual uploads, downloads and follow-up with external parties.