Every case, complaint and dispute in one place
Route service requests, complaints, disputes and back-office cases to the right team with SLA timers, a full audit trail and one unified timeline. Case management built for bank operations in Saudi Arabia and the GCC.
From intake to resolution, on one timeline
Customer complaints, chargeback disputes, KYC reviews and service requests often live in separate systems and inboxes. Nobody owns the whole picture, SLAs slip, and regulators ask for evidence you cannot easily produce.
Wahid gives every case a single home. Intake from any channel lands in the right team's queue with its SLA armed, moves through a defined workflow, and records every action on one timeline.
Complaints, disputes, onboarding, sanctions hits and credit exceptions are all case types on the same platform - configured to your process, not forced into a generic tool.
Run every case type on one platform
Omnichannel intake
Cases from any channel land in the right team's queue with the SLA armed from the first minute.
Queues & team routing
Assignee queues plus stable owning teams, with participant-aware, row-level visibility.
SLA timers
Business-calendar timers track and escalate every case before it breaches.
Complaints & disputes
Handle complaints, chargebacks and disputes as first-class case types with the right workflow each.
Unified timeline
One timeline records every note, action and decision - the full history of a case in one view.
Clear ownership
Owning teams and orphan scans mean no case falls through the cracks between handlers.
Built on Wahid
Case management is one part of Wahid, which adds workflow automation, decisioning, a tamper-evident audit trail and a single integration layer to your core systems.
Explore the Wahid platform →Frequently asked questions
What is case management software for banks?
Case management software gives every piece of operational work - a complaint, a dispute, a KYC review, a service request - a single record that moves through a defined workflow with an owner, an SLA and a full audit trail. Wahid runs all of these case types on one platform.
Can it handle complaints and chargeback disputes?
Yes. Complaints, chargebacks and disputes are configured as case types, each with its own workflow, SLA and required steps, so teams follow the right process every time and the whole history is recorded.
Is this a call-centre / contact-centre product?
Wahid is not a telephony or contact-centre platform. It is the case and operations layer behind your service teams - it manages the complaints, disputes and requests that come in, wherever they originate, and gives them SLAs, workflows and an audit trail.
How does it help with audits?
Every action on every case seals into a tamper-evident, hash-chained audit log you can verify on demand - so producing evidence for an internal or regulatory audit is a query, not a project.
Get every case under control.
Bring a case type you struggle with - we will model it live.