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Glow-CM

Client, case and booking management in one system, configured around the way your organisation works.

For vets, solicitors, charities and clubs that shouldn't have to change how they work.

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Why it exists
How it works
What it does
Who it is for
Foundation partners
Plans
Questions

Why Glow-CM exists

Glow-CM brings client records, case management, staff rotas and bookings together in one system, and bends to your organisation rather than the other way round. Your own people describe what you keep track of, what you record about each thing, how they connect and the rules you work to, and Glow-CM runs on that: one record per person, worked in by many teams with the right visibility, with self-service booking against your own rota, live chat and video appointments that file themselves against the record, and AI-powered insights (optional) under your control. A full API connects it to the systems you already run.

Most organisations that look after people end up with three systems that do not talk to each other: a CRM for contacts, something else for cases, and a booking tool on the side. The rota lives in a spreadsheet. Each system holds its own copy of the person, and the way the organisation actually works survives in the workarounds between them.

Glow-CM arrives empty and takes its shape from you. You describe the things you actually keep track of, whether members, clients, service users, matters, sessions or something only you have a word for, then what you record about each one, how they connect, and the rules that govern them. Publish, and the whole system rebuilds itself around that: screens, lists, reports and the public booking page included. Under the hood that is a metadata engine rather than a fixed data model, which is why none of it needs a developer.

That flexibility is the point. Veterinary practices, solicitors, charities and clubs do not share a workflow, so the product does not impose one. It keeps one record per person, gives each team the visibility it should have, and offers AI-powered insights (optional) that summarise and flag while a person decides what is kept. A full API keeps it open to the other systems you run.

At a glance

  • Client records, cases and bookings on one record per person
  • What you keep track of, and the rules around it, set by your own people without a developer
  • Team-based visibility, with confidential teams where needed
  • Self-service booking from a public page, matched to the right record
  • Staff rotas and availability, so only the capacity you really have can be booked
  • Live chat and video appointments, filed against the record they belong to
  • Your name, your colours and your words on every screen and every email
  • A full API, so it works alongside the systems you already run
  • Your own database, with a dedicated server available on request
  • AI-powered insights (optional): summaries and flags a person confirms

Security and compliance: Cyber Essentials certified, hosted in the UK, ISO 27001 under way.

Part of the Glow family: for the people you serve: answer, book, record and support, every day.

How it works

1

Model the entities your organisation uses

Define the entities, fields and relationships that describe how you work, in your own vocabulary.

2

Set the business rules and automations that suit you

Forms, workflows, rotas, booking rules, visibility and reports, configured by your admins and published when ready.

3

Bring your people in, and train

Import from spreadsheets or other systems. Matching finds the duplicates before they land. Then we train your team on the system you have just configured.

4

Run it, every day

Teams record contact against the one record, people book themselves into the slots your rota actually has, chats and video calls file themselves where they belong, and AI-powered insights (optional) wait for a person to confirm.

What it does

Every screen below is a running demo of the product, set up for Brown and Sons Solicitors, a firm invented for the purpose: every client, matter and member of staff in these pictures is made up. Clients, matters, departments, attendance notes and transfers are that firm's own vocabulary, defined by its own administrators in the Studio screens further down. A veterinary practice's would say patients, consultations and reminders instead, in those same places, with no custom code. The three parts you are looking at are the workspace staff use daily, the Studio an administrator configures it in, and the public pages clients see.

The home screen a fee earner opens to: matters by department, matters opened by month, open matters and time recorded, how the departments have moved over eight weeks, and the day ahead as a timeline of each solicitor's appointments with a line for now.
The form builder: the client form being edited, with the departments that use it, the kinds of client it covers, and each section's fields laid out with the width each one takes.

You decide what it holds

What you keep track of, what you record about it, how things connect and the rules that govern them are all yours to set, change and publish, in your own words. The system reshapes itself around them, without code.

The Studio home page: every area an administrator can configure without a developer, from record types, lookups and vocabulary through to booking, live chat, video calls, automations, the audit log and data rights.

Configured, not change-requested

Record types, vocabulary, departments, transfers, booking, live chat, video calls, automations, single sign-on, the audit log and data rights are all settings. Your own administrators change them and publish when they are ready, without raising a ticket with us.

The client register filtered to individuals, with a removable filter, columns for date of birth, age, postcode and how each one instructs the firm, and buttons for a new client, joint clients or a client with no name yet.

One person, one record

Every way in, whether a booking, a sign-up, an import or a manual entry, matches before it creates. Duplicates that slip through are found and merged, never left.

A client record: his reference, age and two open matters at the top, then a timeline mixing a court hearing with dated attendance notes, each tagged with the department and fee earner that recorded it.

Case management built in

Open a case or a matter, track activity and tasks against it, and close it, with the stages and labels you choose. Everything recorded against it lands on the person's timeline in order, coloured by the department that wrote it, and Ask AI will summarise the lot rather than make you scroll.

Team-based visibility

People see the whole record but only their own team's activity, and sensitive teams can be kept confidential. Right for organisations where several teams support the same person.

The transfers queue: ten handovers waiting on a decision, each naming the department it came from and the one it is going to, with an overdue target, the covering note, where the file is kept, and Accept, Decline or Withdraw.

Hand work between teams without losing it

Pass a case to another department with the covering note, the key dates, where the file is and whether a conflict check has been run. It waits in their queue against a target and shows as overdue if nobody picks it up.

A week in the shared diary: each appointment with its client, department and type, whether it happens by phone, in person at an address or by video, and actions to complete it, mark it as not attended, move it or cancel it.

One diary for the whole organisation

Every appointment in one place, by day or by week, showing who it is with, which department, how it happens and who booked it. Accepted online bookings land here the moment they are taken.

The firm's public booking page, step one of four: choosing a free twenty-minute consultation, with the offer of a live chat instead, the firm's regulatory note, and a light or dark display choice.

Clients book themselves, at any hour

People book their own appointments, sessions or slots from a public page carrying your name, and each booking lands on the right record. Somebody choosing a time at nine in the evening is not waiting for you to open.

The booking page on a phone: a week of days to choose from, then the morning's available appointment times listed as large buttons.

Booking that works on a phone

The same booking page, built for the device most people actually hold when they book out of hours: a week of days with free slots, then the times as buttons big enough to hit.

The rostering screen: each member of staff with the days of the week they work, the departments they cover and a switch for whether they can be booked, with tabs for the week, the weekly pattern and how work is shared out.

Rotas behind the bookings

Roster each person against the days they work, the departments they cover and whether they can be booked at all. What the public is offered follows from that, and each department decides whether a new booking goes to whoever is free first or waits for somebody to be chosen.

The bookings inbox: online requests waiting for an answer, each showing how long ago it was made with Accept and Reject beside it, and a second list of bookings nobody has picked up yet.

Every request seen before it lands

Online bookings arrive in an inbox rather than straight into the diary. Accept or reject in a click, with the answers the client gave flagged when they need a look first.

A live chat in progress: a first-time buyer asking for a conveyancing quote in a side panel, with buttons to identify who they are, ask a colleague or end the chat, and a bar across the top of the page showing another visitor waiting.

Live chat that ends up on the record

Answer chats from your website anywhere in the app: the panel follows you from page to page while you carry on working. Say who the visitor is and the conversation files itself against their record. This is your people talking, not a bot.

A client's page for joining a booked video consultation: when it is and which department it is with, a camera and microphone check, and a button to join the call.

Video appointments, built in (beta)

Book an appointment as a video call and the client gets a link. They check their camera and microphone and join: nothing to install and no account to make. Minutes on a built-in call are charged on top of your plan, because carrying video costs money for every minute it runs, and we would rather you heard that from us than from an invoice. Keep using your own meeting links and there is nothing extra to pay.

Two live workflows, a client and matter risk assessment and opening a new matter, each broken into stages with the number of steps in them and a note of how it is going.

Your processes, as steps people follow

Turn the way you work into stages everyone works through, from anti-money-laundering checks to opening a new matter. They are versioned, so the process can change without losing what the old one recorded.

The reports page: four pinned headline figures above a list of saved bar, pie and line reports, each showing who is allowed to see it.

Reports you build, and can safely share

Build your own reports, pin the figures that matter to the top of the page, and set who can see each one. They carry counts and trends rather than names and notes, which is what makes them safe to send to a board or a funder.

AI-powered insights (optional)

Switch them on when you want them: summaries, extractions and flags that a person confirms before anything enters the record. The AI can be configured for zero retention at the model provider, and we can work through your compliance needs with you. Leave them off and nothing else changes.

Who it is for

Veterinary practices, solicitors and other professional firms. Charities, helplines, advice and advocacy services, and membership bodies that handle casework for their members. Clubs, associations and community organisations. Animal rescue and rehoming, grant-makers, letting agents, training providers and funeral directors. And any organisation whose way of working does not fit an off-the-shelf CRM.

Veterinary practices

Owners and their animals on one record, appointments booked online against whoever is actually on shift, and a treatment history that stays with the case.

Solicitors and legal services

Matters, court hearings and undertakings, confidential teams, careful records and an audit trail throughout.

Charities and community organisations

Several services and teams, one record per person, and workflows that match how you actually deliver.

Clubs, memberships and associations

Members, sessions, rotas, bookings and renewals, modelled on your own rules rather than someone else's.

Foundation partners

Cohort one

Glow-CM is new. It was designed and built from the ground up through 2025 and 2026 as one system, rather than assembled from separate tools as each part was needed. We are taking five organisations into the first cohort, because five is how many we can set up properly ourselves.

£25 per user, per month

plus £125 per month for the licence

The per-user rate is held for 12 months from the day you start, then £30 for a year before the standard rate.

The licence is £125 either way. The standard per-user rate is £35, for one to five users, with volume pricing above that.

Prices exclude VAT.

Ask about cohort one

What you get

  • £25 per user per month instead of £35, held for 12 months, then £30 for a year before the standard rate.
  • Setup, configuration and a standard data import* included, rather than quoted separately.
  • A named person here, and a call with them every month.
  • A monthly allowance of AI and text message credits included, with larger bundles available if you need more.
  • Your data exportable in full whenever you ask, written into the contract from the first day.
  • Real influence over what gets built next, while the roadmap is still open.

* A standard import means data you can get out of your current system yourself, as CSV or a spreadsheet. If yours needs bespoke extraction, or the records need heavy cleaning before they are usable, we will say so and quote for that part before any work starts.

What we ask

  • Your honest feedback on what you love and what you would like to see improved.
  • Permission to say so publicly that it works for you, as a short case study.

Cohort one is open from September 2026 and closes when the five places are taken. After that, Glow-CM is £35 per user per month for one to five users, with volume pricing above that, plus the £125 licence. All prices exclude VAT.

Plans for Glow-CM

£35 per user, per month

plus £125 per month for the licence

A rate for each person using it, and one licence per organisation whatever your headcount. Volume pricing above five users.

A monthly allowance of AI and text message credits is included with every plan, with larger bundles when you need more. Built-in video calls are charged by the minute.

Prices exclude VAT.

Monthly or annual, and custom for larger organisations. Hosting, backups, security updates, new AI features and support are all included.

Book a demo

Managed service

We set up Glow-CM, configure it around how you work, train your team and keep supporting you, for a set management fee on top of your plan.

Ask about the managed service

Questions worth asking

The things people check before they trust a system with their records. If yours is not here, ask us and we will answer it straight.

Is Glow-CM a CRM?

Not in the sales sense, and we would rather say so up front. Glow-CM holds the contact record, one per person, with every booking, case and interaction against it, which is the job a CRM usually gets bought for in organisations that look after people rather than sell to them. What it does not do is sales pipelines, deals, forecasting or marketing campaigns. If your sales team runs on a CRM, keep it: the API connects the two, and Glow-CM picks the person up from the point they become someone you look after.

Glow-CM has live chat, and so does Agent-Glow. Which do we want?

They do different jobs. Agent-Glow is AI answering for you across email, Teams, WhatsApp, Messenger, Instagram and web chat, for anyone who writes in, whether you hold a record for them or not. Glow-CM’s live chat is one of your own people talking to someone on your website, with the conversation filed against their record and the matter it belongs to. If you want questions answered automatically at scale, that is Agent-Glow. If you want your team reachable while they work, and every word kept with the client, that is Glow-CM. Plenty of organisations want one and not the other, so tell us what you are trying to do and we will say which.

How new is Glow-CM?

New. It was designed and built from the ground up through 2025 and 2026, and it is in its launch period: cohort one of the foundation partner programme is open. We would rather say that plainly than have you work it out later. What it is not is a rebadged product, or separate tools stitched together behind one login: it was built as one system, and the screens above are that system, not a mock-up.

Can we get our data whenever we want?

Yes. Export everything, in full, whenever you want it, in a form you can load into something else: the records themselves, not a summary or a report. You do not need to give a reason, and you do not need to be leaving. That right is written into the contract from the first day rather than living on a web page, so ask to read the clause before you sign rather than taking our word for it here, and we will send it over.

Who are we actually buying from?

PHC Digital Ltd, registered in England and Wales, company number 11284209, VAT number 291 1190 18, at 7 The Close, Norwich NR1 4DJ. Glow Forge Labs is the brand PHC Digital puts on the software it owns; it is not a separate company. PHC Digital is who you contract with, who invoices you and who answers when you need support, and you can look the company up at Companies House before you talk to us.

Where does our data live, and who can see it?

Designed, built and hosted in the UK, by the same team that supports you. Your records sit in a database of your own rather than pooled in shared tables with other customers, and you reach it at your own subdomain. If you would rather have a dedicated server to yourself as well, we will quote for that. Inside your workspace, people see the whole record but only their own team’s activity, and teams that need to stay confidential can be. Credentials are encrypted, actions are logged, and there are no third-party resellers between us and you. There is more detail, including our certifications and the data processing agreement, on the security and compliance page.

Do we have to use the AI?

No. The AI-powered insights are optional and off until you switch them on. When they are on they summarise, extract and flag, and a person confirms before anything is written to a record, so nothing enters your data because a model suggested it. The AI can be configured for zero retention, and we would rather talk your compliance needs through with you than have you assume one answer fits every organisation. Leave the insights off and every other part of the system works exactly the same.

What do the AI, the text messages and the video calls cost?

They are the parts of the subscription that are not flat, because an AI action, a text message and a minute of video each cost money to run, to send or to carry. Each plan includes a monthly allowance of AI and text message credits, and if you need more than the allowance you add a larger bundle. Built-in video calls are charged for the minutes a call is actually running. Before you start we go through the volumes you expect and put you on the right size, rather than letting you find out from an invoice. None of the three is compulsory: leave the AI-powered insights switched off and you will not touch the AI side of the allowance, and keep using your own meeting links and the video minutes cost you nothing.

What if Glow-CM is not the right fit?

Then we would rather tell you. Describe what you are trying to do and we will be straight about whether Glow-CM does it, because a customer who signed up for the wrong thing is no use to either of us. PHC Digital also builds bespoke systems for organisations that need something of their own, which is a different conversation with a different price, but it is one we can have.

See Glow-CM for yourself

Client, case and booking management in one system, configured around the way your organisation works. Book a demo and we will walk you through it, or send a message and a person will reply.

Book a demo