How Iken achieved faster insights and greater autonomy for its clients

Iken is an independent software company specializing in case and knowledge management solutions for public sector organizations, local authorities, and corporate clients. With over 30 years of experience, they enable teams to work smarter by delivering secure, scalable, and intuitive software to streamline workflows and enhance collaboration.

Driven by innovation, Iken continuously evolves to meet the needs of its clients. As a leader in the case and knowledge management software, Iken empowers legal teams, regulatory bodies, and third-sector organizations with secure, scalable solutions that streamline workflows and enhance collaboration.

By partnering with industry leaders like Panintelligence, Iken has expanded its analytics capabilities, enabling clients to generate real-time insights and customizable reports within their case management environment.

Iken struggled with an outdated reporting system that lacked flexibility and scalability. Their custom-built reports were resource-intensive, lacked interactivity, and required significant developer input to create and modify.

"We had no ability to build reports at pace and no way to design dashboards efficiently." – Zak Chester, Product and Innovation Manager at Iken

These inefficiencies hindered Iken's ability to deliver rapid insights to their clients; many needed customizable reporting dashboards to track key performance metrics such as caseloads, time tracking, and regulatory compliance.

In addition to issues with inefficiencies, Iken faced a common dilemma that many software companies face: build vs. buy.

Developing an in-house Business Intelligence (BI) solution would have required substantial resources and time, delaying their time to market. They needed a partner that could provide an embedded, scalable, and white-labeled solution without the complexity of a traditional BI system.

Enter Panintelligence.

After evaluating multiple BI solutions, including powerhouses like Power BI and Tableau, Iken chose Panintelligence for its collaborative approach, ease of integration, and flexible pricing.

"Unlike larger BI platforms where you're just another account, with Panintelligence, you actually work with the people behind the product. That direct access and partnership make a huge difference." – Zak Chester, Product and Innovation Manager at Iken

1. Seamless integration: Unlike enterprise BI tools, Panintelligence provided a smooth embedding experience into Iken's existing ecosystem.
2. Scalability and security: Iken’s data segmentation allowed them to securely offer clients full autonomy over their dashboards with ‘organizations.’
3. Rapid implementation: Iken was able to quickly enter the market with new functionality and had the system up and running within 3 months, much faster than expected for an enterprise-grade reporting solution.
4. White labeling and pricing flexibility: The ability to brand Panintelligence as their own strengthened Iken's reputation and simplified licensing arrangements with their clients.

One of Iken's biggest transformations came from implementing ‘Organizations.’

Organizations facilitate the creation and management of multiple distinct entities, or ‘tenants,’ within a single software instance. Because of Organizations, Iken’s clients, such as legal teams, handle confidential case data to securely manage their own reporting dashboards while ensuring complete data separation between different entities.

The Organizations functionality has become critical in multiple aspects of Iken’s operations:

• Client data segmentation: Organizations ensure that each client has access only to their own dashboards and reports, removing the risk of data crossover.
• Multi-tenant platform: Clients can securely manage their own reporting structures, ensuring confidentiality whilst allowing for autonomy.
• Internal reporting efficiency: Internally, Iken has begun leveraging Organizations to consolidate financial, HR, and operational data in one central place, reducing the need for multiple reporting tools.
• Improved client experience: Clients with dedicated data teams have found the reporting capabilities significantly more powerful and customizable, allowing them to extract key insights faster.

"The ability to segment data and allow our clients to manage their own dashboards securely was the missing piece for us. Without Organizations, we wouldn’t have been able to scale our reporting solution in a multi-tenant environment." – Zak Chester, Product and Innovation Manager, Iken

"The training was comprehensive, the platform was intuitive, and any challenges were solved quickly. We were up and running in three months, which for an enterprise-grade reporting system, is incredibly fast."– Zak Chester, Product and Innovation Manager, Iken

A significant milestone in the partnership was Iken's role as an early adopter of the Organizations functionality, actively collaborating with Panintelligence's development team.

"We were actively involved in shaping the Organizations functionality, and Panintelligence truly listened to our needs. They adapted their roadmap based on real-world requirements, which made the final product incredibly intuitive and effective." – Tanya Corsie, CEO, Iken

By embedding Panintelligence, Iken has transformed how teams interact with their data, empowering them with greater autonomy and actionable insights:

• Faster time-to-market: By embedding Panintelligence instead of building a reporting tool from scratch, Iken accelerated their go-to-market strategy.
• Improved customer autonomy: Clients can now build and manage their own dashboards, reducing dependency on Iken's development team.
• Enhanced data security: With Organizations, each client has a dedicated, secure data environment, ensuring complete data isolation.

Building on their success, Iken is now exploring additional Panintelligence capabilities, including:

• Scheduled reporting: Automating report distribution to internal teams and clients.
• Expanded data connections: Allowing clients to manage their own data connections for bespoke reporting needs.
• AI & predictive analytics: Evaluating Panintelligence's upcoming AI-powered analytics assistant to further enhance reporting capabilities.

"Having a tool we can integrate with and switch on instantly is incredible. It absolutely changes the game for us."– Zak Chester, Product and Innovation Manager, Iken

Iken's partnership with Panintelligence exemplifies how a collaborative, customer-focused approach can drive innovation. By embedding Panintelligence, Iken eliminated reporting inefficiencies, empowered its clients, and strengthened its market position.

"If you want to work with an organization that has people and product at its heart, with a fair pricing structure, you should be working with Panintelligence." – Tanya Corsie, CEO, Iken