HETAS modernises registration and certification management with Microsoft Dynamics 365
Pragmatiq partnered with HETAS, part of the Cleaner Safer Group, to modernise its legacy on-premise CRM with a flexible Microsoft Dynamics 365 solution. By replacing its legacy CRM with a scalable cloud platform, HETAS modernised the management of registrations, renewals, qualifications, customer service and marketing, creating a flexible foundation to support its evolving operational requirements.
Background & Challenges
Background
HETAS is a non-profit organisation responsible for validating businesses and operatives against industry-recognised competencies and qualifications. The organisation supports a range of registration schemes, helping ensure individuals and businesses meet the required standards to carry out specialist work safely and compliantly.
Before the project, HETAS relied on an ageing, third-party hosted, on-premise Microsoft Dynamics CRM environment. As the organisation evolved, the existing system lacked the flexibility to support changing business processes and increasing operational demands.
Challenges
- Legacy on-premise CRM: The existing CRM environment was hosted on ageing infrastructure, resulting in high hosting costs and limited flexibility for future development.
- Limited support for evolving business processes: The system had become difficult to adapt as the organisation’s processes and requirements changed over time.
- Sales and customer service managed within the same process: Registration applications, renewals, enquiries and customer service activities were all managed through case management, making processes less structured and more difficult to manage.
- Limited qualification and competency tracking: The previous system lacked the capability to accurately manage the relationship between qualifications, competencies, registrations, and scheme eligibility.
- Disconnected marketing and document management: Marketing activities and document generation relied on separate processes, limiting efficiency and automation.
The Solution & Implementation
Pragmatiq implemented a connected Microsoft Dynamics 365 solution, bringing together Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Customer Insights – Journeys, SharePoint, and DocumentsCorePack to modernise HETAS’ registration and certification management processes. The solution created a single platform to manage registrations, renewals, customer service, marketing, and document generation.
A dedicated registration and renewal process was introduced through Dynamics 365 Sales, separating these activities from customer service case management to improve operational efficiency and visibility. A bespoke qualification and competency model was developed to automatically validate eligibility for registration schemes and identify registrations requiring review when mandatory qualifications expired.
To further streamline operations, Customer Insights – Journeys enabled integrated marketing automation, while SharePoint and DocumentsCorePack simplified document management and certificate generation. Integration with Sage and Access PaySuite also automated invoice reconciliation and direct debit processing, reducing manual administration.
Key Features of the Solution
- Dedicated registration and renewal management: Dynamics 365 Sales provides structured management of registration applications and automated renewal opportunities, enabling teams to proactively manage upcoming renewals.
- Automated qualification and competency validation: A bespoke competency model automatically links qualifications, competencies and registration schemes, helping ensure registrations remain compliant with required certification standards.
- Integrated customer service and marketing: Dynamics 365 Customer Service provides dedicated case management, while Customer Insights – Journeys delivers integrated marketing automation within Microsoft Dynamics 365.
- Enhanced document and records management: DocumentsCorePack enables flexible certificate and document generation, while SharePoint integration provides structured document management across multiple brands.
- Finance systems integration: Integrations with Sage and Access PaySuite streamline invoice reconciliation and automate direct debit processing directly from Microsoft Dynamics 365.
The Outcomes
- Modern, scalable CRM platform: HETAS replaced its legacy on-premise CRM with a scalable cloud platform capable of evolving alongside the organisation.
- Improved operational efficiency: Dedicated sales, renewal and customer service processes provide greater structure, improve operational efficiency and reduce reliance on manual administration.
- Improved compliance: Automated qualification and competency validation helps ensure registrations remain aligned with certification requirements.
- Connected platform for future growth:Marketing automation, document management and finance integrations now operate from a connected platform that supports multiple brands and can evolve alongside the organisation.
