Innovative Business Solutions, Inc. delivers a flexible suite of human capital management (HCM) automation products, ranging from payroll and tax services to fully integrated HCM platforms. As the business continued to grow, the systems behind those services needed to evolve. Seeing an opportunity to modernize its case management, Innovative turned to Setuply to bring more automation, visibility, and structure into its client support model.

With improved structure and visibility, Innovative now delivers support that’s faster, more consistent, and designed to grow alongside client needs without losing the personal touch.

  The Customer

Innovative Business Solutions, Inc. delivers a flexible suite of human capital management (HCM) automation solutions—from payroll and tax services to fully integrated platforms—serving clients of all sizes with an unwavering commitment to service and support.

  The Challenge

To keep up with rising client demands, Innovative wanted to evolve its case management into a scalable, more proactive engine for support. While the existing system provided a reliable foundation, it lacked the automation and visibility needed to scale efficiently. The team saw the potential for a more streamlined, proactive approach that could reduce manual effort, improve responsiveness, and deliver a consistent, high-quality support experience.

  The Solution

Setuply provided an automation-rich, customizable platform that aligned seamlessly with Innovative’s operations. From dynamic case creation to automated reminders and API integrations, Setuply enabled the team to work more proactively and stay tightly connected to client needs.

  The Result

With Setuply in place, Innovative saw a 14% improvement in case resolution times, reduced manual effort, and increased internal visibility. Clients have benefited from a smoother experience, especially those relying on email-based communication.

Rethinking the Client Support Model

Innovative’s legacy system supported them, being simple and serviceable, but growth demanded greater structure, scalability, and support. 

“We had the basic buttons—respond, resolve—but we kept thinking, it would be nice if we could do more,” said Jove Diez, Payroll Product Manager at Innovative.

The team was looking to do more than replace their current tool. They wanted to level up their case management. They envisioned a system that could initiate cases automatically, send reminders without prompting, and keep both clients and team members in sync at every step.

A Case Management Platform That Thinks Ahead

Setuply delivered exactly what Innovative had been missing. With customizable workflows and built-in logic, the platform allowed the team to automatically trigger case creation based on data form submissions, ensuring immediate action on client requests without manual intervention.

“The ability to create new cases upon completion of a data form—that’s been very helpful,” Diez noted. “It’s really useful to have a fixed link that triggers action without needing someone to manually do it.”

Automated reminders and templated responses alleviated the burden of repetitive outreach. Clients now receive timely updates without the team needing to lift a finger. Setuply’s comment history integration adds to the convenience, embedding full case context into email notifications.

“It’s a game changer,” said Diez. “Clients who never log into the case system still get the full context in their inbox.”

Internally, Setuply’s snippet library has allowed the team to standardize communication, while API integrations streamline the handoff between systems, reducing redundancy and improving overall flow.

Faster Resolutions, Fewer Roadblocks & Better Experiences

The switch to Setuply has proven to be a performance accelerator. Since implementation, Innovative has seen a 14% improvement in case resolution times by utilizing smarter workflows and better task visibility. The number of manual follow-ups has significantly dropped, freeing the team to focus on solving real client problems instead of chasing status updates.

“Setuply has definitely improved our day-to-day,” Diez shared. “We’re seeing quicker turnaround times on cases, fewer follow-ups needed, and just less manual effort across the board.”

Leaders now have access to activity streams and change logs that make bottlenecks and overloads easier to spot and resolve. The client experience has become smoother, especially for those who prefer to communicate via email. With Setuply keeping everyone in the loop, speed and satisfaction have climbed.

“It’s a smoother experience for both our team and our clients,” Diez added. “The structure just makes everything easier to manage, route, and resolve.”

With a smarter case management foundation now in place, Innovative is turning its focus to other areas of the client journey. The team is exploring how Setuply can help bring the same structure and clarity to project management, onboarding, and even invoicing—layering process excellence across every part of the client experience.

“We see a lot of potential to expand Setuply’s use,” said Diez. “It’s already upleveling things at the support organization, and we’re excited to bring that clarity to more areas of the business.”