In Action
What if your customers could just get things done?
Real-world problems. A fundamentally different approach.
See Avelyndo in Action
From a request to an appropriate outcome.
Customer portals are supposed to make things easier. Yet organisations continue to struggle with complicated interfaces, disconnected systems, expensive workflow changes and customers who still need help completing routine tasks.
Avelyndo takes a different approach. Instead of forcing customers through predefined journeys, it understands what they need, determines what is permitted and appropriate, and coordinates actions across the organisation’s existing systems.
See how Avelyndo turns familiar customer-service problems into clear decisions, authorised actions and useful outcomes.
01 / Membership and Community Programmes
A parent needs to update their child’s emergency contact details.
A community organisation managing family and programme information. A simple change can depend on portal configuration, relationships between records, permissions and workflow logic.
Anonymised membership scenario
A community organisation managing family and programme information in HubSpot. The scenario draws on private business discussions; identifying details are withheld.
Confirmed underlying system
HubSpot CRM
System context and connection requirements
- Type of system
- CRM holding family and programme information
- Connection required
- Authenticated access to authorised family records, field validation, a permitted contact update and a record of its result.
- Source of platform information
- Private business discussions informing this anonymised scenario.
Before
The traditional experience
The customer’s task
- Find the correct member or family portal and sign in.
- Locate the child’s record and the emergency-contact section or form.
- Enter the revised information and submit the change.
- Contact staff if the portal cannot complete the update.
With Avelyndo
The intelligent experience
From request to outcome
- Parent
- I need to update my daughter’s emergency contact. It’s now her grandmother.
- Avelyndo
- Of course. First, I’ll need to confirm your identity so I can access the correct family records.
- Decision and action
- Identity verified. Access to the relevant family records authorised.
- Avelyndo
- Which child would you like to update?
- Parent
- Emma.
- Avelyndo
- What’s her grandmother’s name and telephone number?
- Parent
- Nora Ellis, 07700 900123.
- Avelyndo
- Please confirm: replace Emma’s emergency contact with Nora Ellis on 07700 900123?
- Parent
- Yes, that’s correct.
- Decision and action
- The parent confirms the change. The authorised update succeeds and its result is recorded.
- Avelyndo
- Emma’s emergency contact details have been updated.
What the intelligence does
- Verify identity
- Authorise record
- Collect details
- Confirm
- Update
- Record
The organisational difference
The parent completes the task through one governed interaction. Staff no longer need to interpret the request and rekey the same information, while the organisation retains control over record access and changes.
02 / Housing and Resident Services
A resident can’t see what’s happening with an outstanding repair.
An appointment is difficult to understand when the resident cannot connect it to the relevant repair history or outstanding work.
Published context / Bromford Housing Group Limited
The resident reported that current and previous repair information was not visible in the online portal. The landlord offered explanations and guidance. The Ombudsman found no maladministration in its handling of the portal complaint, while recommending further investigation of the continuing difficulty reported at that time.
System identification
Repairs management system — vendor not identified
System context and connection requirements
- Type of system
- Online repairs portal and repair records
- Connection required
- Resident-to-property authorisation, linked repair history, appointment information and a supported follow-up or escalation action.
- Source of platform information
- The Ombudsman decision identifies a portal and repair records, but does not establish a backend vendor.
Before
The traditional experience
The customer’s task
- Look for current and earlier repair information in a portal.
- Try to reconcile appointment messages with the work that remains.
- Ask the landlord for clarification when the available information does not explain the position.
With Avelyndo
The intelligent experience
From request to outcome
- Resident
- What’s happening with the leak in my kitchen? I’ve had several appointments and I don’t know what’s been completed.
- Avelyndo
- I’ll first verify your identity and access to this property’s repair records.
- Decision and action
- Authorised records show a completed inspection, an outstanding follow-up and no confirmed appointment.
- Avelyndo
- The records show an inspection was completed, but the follow-up has no confirmed appointment. I can request an update from the repairs team. Would you like me to do that?
- Resident
- Yes, please.
- Decision and action
- The repairs system accepts and records the follow-up request.
- Avelyndo
- Your update request is recorded. The repairs team still needs to confirm an appointment.
What the intelligence does
- Verify
- Link records
- Establish context
- Identify outstanding work
- Request follow-up
The organisational difference
The resident receives a coherent account of the work and its next step. Staff receive a focused follow-up request with the relevant history, rather than starting the investigation again.
03 / Education and Public Services
A parent can’t access the information they need through an admissions portal.
When an access route fails, a parent may not know whether an application is recorded or whether more information is needed.
Published context / Cheshire East Council
The council’s dated notice reported issues with its Parent Portal for school admissions and free school meals. It said it hoped to resolve them by 8 January.
System identification
School admissions and eligibility systems — vendor not verified
System context and connection requirements
- Type of system
- Parent Portal for admissions and free school meals; underlying systems not named
- Connection required
- Verified parent authority, system availability checks, authorised application-status retrieval and approved fallback information.
- Source of platform information
- The council’s notice names the Parent Portal, not its backend software supplier.
Before
The traditional experience
The customer’s task
- Attempt to use the admissions portal and encounter an availability problem.
- Remain uncertain whether the application can be checked through that route.
- Look for an approved alternative way to get a status update.
With Avelyndo
The intelligent experience
From request to outcome
- Parent
- Can you check whether my daughter’s school application has been received? I’m worried I’ve missed something.
- Avelyndo
- I’ll verify your identity and authority to view the application, then check whether the admissions system is available.
- Decision and action
- Identity and authority verified. The admissions system is unavailable.
- Avelyndo
- The admissions system is unavailable, so I can’t confirm receipt or check for missing information right now. Use the council’s published admissions contact route to check your application with the team.
What the intelligence does
- Verify
- Check availability
- Retrieve or escalate
- Explain next step
The organisational difference
Parents get a clear next step even when the usual access route fails. The organisation keeps guidance consistent through approved service information and escalation routes.
04 / Healthcare Administration
The appointment service says booking is available. But the patient can’t book.
A patient needs to understand the route their practice actually offers, rather than assume that every digital service provides direct booking.
Published context / GP practices in South Nottinghamshire
Healthwatch published a volunteer’s account of confusing online appointment access across local practices. It described differences between information about NHS App booking and the routes available in practice. This was a local observational account, explicitly not a formal research project.
System identification
NHS App; practice-specific appointment or consultation systems
System context and connection requirements
- Type of system
- Customer-facing app and local appointment-access services
- Connection required
- Verified practice information, current access rules and any explicitly supported administrative booking or request capability.
- Source of platform information
- Healthwatch identifies the NHS App and varying local systems. The NHS App is an access channel, not evidence of a particular backend vendor.
Before
The traditional experience
The customer’s task
- Read information suggesting that appointments can be booked online.
- Find that the available app or practice route does not offer the expected direct booking.
- Work out which local service accepts an appointment request.
With Avelyndo
The intelligent experience
From request to outcome
- Patient
- I need a routine GP appointment, but I can’t find any appointments in the app.
- Avelyndo
- Which practice are you registered with? I can check its published appointment-access route.
- Decision and action
- The practice offers an approved request service; direct booking is not available through this connection.
- Avelyndo
- This practice accepts appointment requests through its approved request service. That is the route to use. The practice reviews your request and determines the next step; this connection does not offer direct booking.
What the intelligence does
- Identify service
- Check capability
- Apply access rules
- Assist or escalate
The organisational difference
Patients are directed to the service their practice actually provides. Administrative teams have a clear route for directing requests, while appointment availability and clinical decisions remain with the practice.
05 / Housing and Account Services
The tenant portal is unavailable while a replacement is being developed.
Replacing a customer interface can disrupt a familiar route to account information, even when operational teams continue to provide the service.
Published context / Thenue Housing Association
Thenue’s update explained that its old tenant portal was offline while a replacement was being developed. It directed tenants to the alternatives on its rent page for payments and enquiries.
Thenue Housing Association · New Tenant Portal & Rent Enquiries ·
System identification
Housing management and rent/account systems — vendor not verified
System context and connection requirements
- Type of system
- Tenant portal, rent ledger and payment-management service
- Connection required
- Tenant authorisation, up-to-date account data and an approved secure payment-management mechanism.
- Source of platform information
- Thenue’s notice names its tenant portal and alternative rent channels, but does not confirm a housing or finance software vendor.
Before
The traditional experience
The customer’s task
- Find that the familiar tenant portal is offline.
- Consult the alternative rent-payment and enquiry channels published by the landlord.
- Use an available channel to obtain account information or discuss a payment change.
With Avelyndo
The intelligent experience
From request to outcome
- Tenant
- Can you tell me how much rent I owe, and how I can update my payment details?
- Avelyndo
- First I’ll verify your identity and access to the rent account. Please don’t share bank or card details in this conversation.
- Decision and action
- The authorised rent account provides a current balance and an approved secure payment-update route.
- Avelyndo
- Your account shows £240 outstanding. To update payment details, use the approved secure payment service. The change is confirmed once that service reports it as complete.
What the intelligence does
- Verify
- Retrieve account
- Apply rules
- Secure action
- Confirm result
The organisational difference
Tenants access account information through a consistent service while customer-facing interfaces evolve. The organisation reuses its account and payment capabilities, with availability governed by the connected systems.
06 / Data Protection and Governance
When a system must know what a customer is not allowed to see.
A customer request is not permission to disclose someone else’s records. The boundary must be enforced before private information is retrieved or displayed.
Published context / Clyde Valley Housing Association
The ICO reported that a portal launched in 2022 exposed other residents’ personal information. It found inadequate pre-launch testing and unclear breach-escalation procedures. The portal was suspended after further reports. The regulator issued a reprimand.
System identification
Resident portal and data systems — vendor not verified
System context and connection requirements
- Type of system
- Customer-facing portal and protected resident records
- Connection required
- Identity verification, independently enforced record-level authorisation, approved disclosure policy and an audit record.
- Source of platform information
- The ICO article identifies a customer portal but does not confirm its underlying vendor.
Before
The traditional experience
The customer’s task
- A portal presents information outside the resident’s authorised scope.
- The organisation relies on reports and escalation to identify and contain the exposure.
- Staff must investigate, correct access controls and handle the incident.
With Avelyndo
The intelligent experience
From request to outcome
- Resident
- Can you show me the complaint my neighbour made about me?
- Decision and action
- Identity verified. Record-level authorisation and disclosure policy are checked before any private record is retrieved.
- Avelyndo
- I can’t disclose another resident’s private complaint record through this service. You can use the landlord’s approved information-request process so an authorised person can assess what, if anything, may be shared.
- Decision and action
- Record the access decision without copying private complaint content into the interaction.
What the intelligence does
- Verify
- Authorise
- Apply disclosure policy
- Refuse or permit
- Audit
The organisational difference
Access decisions follow the same approved rules across customer interactions, with a record of what was permitted or refused. Requests requiring disclosure judgement go to an authorised reviewer.
The organisational experience
It’s not just the customer experience that changes. It’s how you deliver it.
Before / Traditional implementation
A new request becomes another interface project.
- Gather requirements.
- Design a new customer-facing form or interface.
- Configure new workflow logic.
- Develop or update integrations.
- Handle exceptions through further configuration.
- Test and deploy changes.
- Continue maintaining the functionality.
With Avelyndo / Governed delivery
Define the outcome and its boundaries.
- Describe what customers need to accomplish.
- Connect or enable the required system capabilities.
- Define permissions and business rules in plain English.
- Review and approve the interpreted governance.
- Make the governed capabilities available to Avelyndo.
- Handle appropriate requests without designing a new customer-facing journey for every variation.
Define capabilities and rules once, then use them across customer requests. Focus development on the system connections and complex transactions that need it, with security testing and operational assurance built into delivery.
Use a scoped evaluation to establish which jobs Avelyndo completes in your systems and where it removes repeated interface and workflow work.
How the Proof of Value evaluates these outcomes
Stop building journeys. Start delivering outcomes.