Custom Talkdesk Integration Launched in Under 30 Days Frees CEO to Focus on Strategic Growth

Summary:

Under tight timelines and accelerating user growth, Precedent implemented a custom Quickbase–Talkdesk integration in less than a month, modernizing onboarding and customer support workflows.

Results Snapshot

Faster Call Center Agent Onboarding with Structured Quickbase Workflows

Standardized Workflows Decreased Training Time and Improved Operational Clarity

Role-Based Access Controls and Workflow Guardrails Improved Operational Governance

Workflow Automation Freed Executive Time for Revenue Growth

Structured Recruitment Workflows to Support Future Workforce Scaling

The Challenge: Outgrew a Strong In-House Quickbase Build

Precedent’s CEO had developed a robust in-house Quickbase application to manage complex insurance claim workflows. The system was functional and well-structured. However, rapid customer growth and a tight operational deadline created a scalability challenge.

As executive responsibilities increased, the CEO no longer had the bandwidth to both lead the business and scale the platform; and, at the same time, the organization needed to:

Rapidly onboard new agents
Improve daily workflow efficiency
Maintain operational momentum during expansion

The company required expert Quickbase consulting and system integration support to modernize and extend the application without disrupting core operations.

Our Solution: Custom Talk Desk Integration and Automation

Quandary delivered a custom Quickbase application designed to support Precedent's onboarding goals and fast-changing workflows.

The system replaced manual call logging with a guided interface that only shows agents what's relevant for each interaction, helping new hires ramp up faster and stay focused.

The application also integrated Talkdesk, enabling agents to make calls directly from Quickbase while following a step-by-step workflow. Once a call ends, the system records the outcome and advances the case automatically.

The solution gave Precedent a scalable, role-specific workflow that could keep pace with the company's growth.

Key Features:

Guided interface to reduce onboarding friction
Role-specific workflows to focus agents on relevant tasks
Integrated Talkdesk calling within Quickbase
Automated case advancement after each call
Embedded PDF viewer to meet compliance standards
Secure, in-app display of case documentation
Scalable structure to support future hiring

Our Process: Rapid Development Through Agile Sprints

Precedent required a production-ready application within 30 days. With no time for a traditional, extended discovery phase, our team implemented a focused agile development sprint model designed for speed and adaptability.

Key Steps

Prioritized clarity early
We spent the first phase defining core system requirements, identifying high-impact workflow improvements before writing code.
Reviewed source materials
Our team analyzed existing documentation, internal workflows, and system integration points to establish a stable architectural foundation.
Executed structured development sprints
We transitioned quickly into iterative development using an agile Quickbase build approach, allowing for continuous refinement.
Adapted in real time
As operational needs evolved, we incorporated weekly refinements to align the platform with emerging requirements.
Maintained tight feedback loops
Clear communication channels and rapid decision-making ensured the project remained on schedule.

The Roadblocks: Browser Limits Blocked Key Features

The engagement surfaced several technical and delivery challenges that required quick decision-making and flexible execution. With no time for a full discovery phase, our team worked closely with Precedent to clarify evolving requirements as the build progressed.

The original Talkdesk integration failed in Chrome due to limitations with the browser's PDF viewer. We explored a fallback in Firefox, but that option broke compatibility with TopDesk. To keep everything in a single workflow, we engineered a custom solution that enabled the integration in Chrome.

TopDesk also lacked the embedded call-logging features the client expected. After escalating the issue with the vendor, Precedent secured access to a beta capability that allowed us to deliver the interaction they needed.

Finally, Chrome's PDF viewer didn't meet the client's compliance standards. We addressed this by embedding a secure, custom PDF viewer directly within Quickbase.

“Working with experts isn't always easy. They tend to think their way is the best way. Quandary presents solutions in a way that they can be discussed and well thought out so that the right decision can be made.”

Grant Little

CEO Precedent

The Toolstack

The Solution: Integrated, Workflow-Driven Platform

The enhanced solution was built directly within Quickbase, leveraging Precedent’s existing infrastructure while introducing enterprise-grade enhancements.

Key technical components included:

Talkdesk integration to enable in-app calling and centralized communication
Embedded TopDesk integration to streamline call logging directly within claim workflows
Custom JavaScript library implementation to securely render PDFs inside the application, eliminating tool switching and improving agent efficiency
Structured, role-based workflows to support faster onboarding and operational guardrails

The result was a fully integrated Quickbase and call center automation solution that unified communication, documentation, and workflow management in a single interface.

The Results: Faster Onboarding and Less Confusion

By taking over development, Quandary freed up Precedent's CEO to focus on growing the business instead of managing the application.

The new Quickbase app also made it easier to train new agents, with role-specific workflows that reduce confusion and keep team members on task.

While the goal wasn't to speed up individual tasks, the system created a more focused environment that could scale with the company's rapid growth.

Key Results:

Reduced onboarding time with guided workflows
Minimized training complexity for new agents
Delivered a role-specific system to keep teams focused
Freed up the CEO to focus on growth
Built a scalable foundation for future hiring

What’s Next: Transitioning to In-House Ownership

Following launch, Quandary partnered with Precedent to recruit a senior in-house Quickbase developer. Our team is leading structured knowledge transfer and technical onboarding to ensure long-term internal ownership of the platform.

As new operational requirements emerge, we continue to provide technical advisory support and contribute to future enhancements.

With a scalable architecture and integrated communication tools now in place, Precedent is positioned to accelerate growth, onboard talent efficiently, and scale operations without rebuilding its core systems.

Client Overview:

Precedent is a SaaS company that helps law firms and insurance providers streamline claim processing. Their platform reduces administrative complexity and improves coordination between parties.

Industry: LegalTech / InsurTech

Location: Charlotte, NC

Size: 50