Case Study · AI Automation · Operations & Safety
AI-powered Case Management Automation - Case Study
Case Management: one place to report, track and act on incidents across every location
The result: complete reports filed in a few minutes, serious incidents escalated within minutes instead of days.
The Customer
A multi-location sports and family entertainment operator
The customer is a multi-location sports and family entertainment operator in the United States. Each venue hosts thousands of guests a week (training sessions, leagues, birthday parties and fitness classes) and is run by an on-site general manager supported by a team of coaches, front-desk and hospitality staff. A central operations and risk team oversees safety, insurance and compliance across all locations.
At a glance
- Customer
- Multi-location sports and family entertainment operator in the United States
- Venues
- Each hosts thousands of guests a week, run by an on-site general manager
- Oversight
- A central operations and risk team covering safety, insurance and compliance
- Solution
- Secure, browser-based case management application
- Built on
- Next.js / TypeScript, the customer's cloud data warehouse, AWS
The Problem
Every venue recorded incidents its own way
With large numbers of guests taking part in physical activities, incidents such as injuries, property damage and the occasional altercation are an unavoidable part of operations. How those incidents were recorded, however, varied from venue to venue:
- No single system. Incidents were captured on paper forms, in emails or in local spreadsheets, depending on the location and the manager on duty.
- Inconsistent information. Key details such as who was involved, witnesses, whether first aid was given or whether police or EMS were called were often missing or recorded differently, making reports hard to rely on for insurance claims or legal follow-up.
- Slow escalation. Serious incidents depended on someone remembering to phone or email the operations team, so head office sometimes heard about high-risk cases hours or days later.
- No visibility across locations. Leadership had no consolidated view of how many incidents were happening, how severe they were, or whether particular venues or activities were trending in the wrong direction.
Challenges Faced Building the AI Case Management Automation
Many locations, many habits.
Each venue had its own way of doing things, so the new process had to be simple enough for busy on-site managers to adopt with minimal training.
Two very different audiences.
Incidents involve both employees and guests (often minors), each needing different details captured, while keeping the form short.
Sensitive personal data.
Reports contain names, contact details and descriptions of injuries, so access had to be restricted: managers see only their own locations, while the central team sees everything.
Judging urgency consistently.
What counts as “serious” was subjective. The business needed an objective way to flag cases requiring immediate attention.
Fitting the existing data stack.
Case data had to land in the company's existing cloud data warehouse so it could be combined with other operational data for reporting.
The AI Automation Solution
One secure workflow for every location, with real-time oversight
A centralized, web-based case management tool that replaced scattered paper forms, emails and spreadsheets with a single standardized workflow for recording workplace and guest incidents, escalating serious ones in real time, and giving leadership a live view of safety across the business.
We designed and built a secure, browser-based case management application that gives every location the same simple workflow and gives the central team real-time oversight.
Standardized digital reporting.
A single guided form captures every required detail (people involved, witnesses, case type, priority, emergency response, location and description) with mandatory fields and auto-generated case file numbers.
Automatic severity scoring.
Each case is scored from its priority and the response it required (first aid, ambulance, police, number of people involved). High-scoring cases are automatically marked Urgent.
Instant notifications.
Submitted cases are emailed to the relevant operations contacts immediately, so serious incidents are escalated within minutes instead of days.
Full case history.
Every case keeps a status timeline showing who created, updated, escalated or resolved it and when, providing an audit trail for insurers and legal teams. Reports can be printed on demand.
Role-based access.
Secure sign-in with roles: general managers see and report cases for their own centers, while administrators see all locations and manage users.
Operations dashboard.
KPIs, employee vs. guest breakdowns, severity distribution and a 12-week severity trend, filterable by location, give leadership a live picture of safety across the business.
Built on the customer's stack.
A modern web application (Next.js / TypeScript) backed by the customer's cloud data warehouse and hosted on AWS, with automated email delivery.
See the AI Automation in Action
1. All cases.
The central case register. Every case from every location is listed in one table with its auto-generated file number, center, case type, priority, status, severity score, date and the manager who submitted it. Colour-coded priority and status tags (High / Urgent in red, Medium / Open in amber, Low / Resolved in green) let operations leads spot what needs attention at a glance. Users can sort columns, filter, export the list, or start a new report from here.
2. Report a case.
The standardized report form used by center managers. It captures the report type (employee or guest), date and time, center, the people involved and any witnesses (with contact details), case type, priority, the emergency response taken (first aid, 911 / ambulance, police report), the exact location and a written description. Required fields are enforced and the case file number is generated automatically, so every location records incidents the same way.
3. Instant submission and notification.
As soon as a report is submitted, the case is saved, a severity score is calculated from the priority and emergency-response details, and high-scoring cases are automatically flagged as Urgent. An email notification goes out to the center operations team immediately, and the new case opens in the detail view so the reporter can confirm what was recorded.
4. Case detail and audit trail.
Clicking any case opens a split view: the case list stays on the left while the full report appears on the right. The detail panel shows case details, emergency response, who submitted it and when, every person involved, and a status history timeline recording each change (for example “Created as urgent” and “Police report attached”) along with who made it. Reports can be printed directly for insurance or legal follow-up.
5. Operations dashboard.
A live overview for leadership and regional operations. KPI cards show open cases over the last 90 days, resolved cases, average severity, first-aid and police cases, and the number of cases needing immediate attention. Charts break cases down by employee vs. guest and by severity band, and a 12-week severity trend shows whether things are improving. The whole dashboard can be filtered to a single center.
The Outcome of the AI Case Management Automation
Incident reporting moved from a patchwork of local methods to one consistent, auditable process. Managers can file a complete report in a few minutes, the operations team is alerted to urgent cases straight away, and leadership can finally see incident volume and severity across every location in one place.
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