Transforming ID checks for Simplify, the UK's leading independent conveyancing group, with a scalable digital platform

Pragmatiq partnered with Simplify, the UK’s leading independent conveyancing and property services group, to transform its manual identity verification process into a scalable digital platform. By replacing fragmented processes with Microsoft Dynamics 365 and Azure, Simplify streamlined customer onboarding, reduced operational duplication, and helped estate agency partners achieve vendor conversion rates exceeding 75% and purchase conversion rates of around 50%, representing a doubling in conveyancing sales compared to previous performance.

Background & Challenges

Background

Simplify performs government-mandated ID checks for buyers and sellers involved in the UK property conveyancing process. Acting as an intermediary between estate agents and clients, Simplify ensures that identity verification complies with legal requirements and helps prevent fraud.

Challenges

Manual, fragmented process: Estate agents and Simplify managed cases using disconnected tools such as spreadsheets, phone calls, and messages, resulting in inefficient workflows and a higher risk of error.
Lack of a single system for managing processes: With multiple disconnected systems in use, managing ID checks was inefficient and prone to delays, making it harder to track progress and coordinate tasks effectively.
Poor client experience: Clients were often asked multiple times for documents because requests were generic and not personalised to their circumstances, leading to unnecessary delays.
Outdated systems: Without a modern, centralised digital platform, Simplify risked falling behind in an increasingly technology-driven industry.
Limited visibility for stakeholders: Clients and introducers (estate agents) had little insight into case progress, causing frustration and increased administrative effort for internal teams.

The Solution & Implementation

The Solution

Pragmatiq developed a scalable, centralised platform leveraging Microsoft Dynamics 365 and Microsoft Azure. Underpinned by tailored portals, APIs, and automated workflows, the solution digitised the end-to-end identity verification process, helping reduce manual administration, improve customer onboarding, and create a more efficient experience for estate agents, clients, and internal teams.

Key elements of the solution included:

Introducer portal and API access: Estate agents can submit transactions through an API or log into a dedicated introducer portal to raise cases and view real-time updates.
Client portal with guided workflows: Clients access a secure portal to register, agree to terms, and complete dynamic questionnaires that tailor document requests based on individual circumstances.
Integration with Mitek for ID verification: Clients complete biometric and document checks via the Mitek platform, with results feeding directly into Dynamics 365 for internal review.
Dynamics 365 app for internal teams: A dedicated app allows sales and ID teams to manage the full end-to-end process, from validating client information and interacting with the Land Registry to recording payment status and progressing cases.
Automated workflows and notifications: Real-time updates and task assignments support efficiency and transparency. Introducers are automatically notified when ID checks are complete and cases can proceed.

“Through our close collaboration with Pragmatiq, we have worked together to evolve and strengthen our ID and AML solution, creating a transferrable proposition that supports our estate agency partners in increasing conveyancing sales and improving their customer’s onboarding and conveyancing experience. By combining our expertise as a conveyancing partner with Pragmatiq’s technical capability, we have developed a solution that is transferrable between us and the agent making the process more efficient, scalable and aligned to the needs of both agents and their customers.

The results have been signficant. Estate agency partners using the solution are now achieving vendor conversion rates above 75% and purchase conversions of around 50%—representing a doubling in performance of conveyancing sales compared to previous levels. This joint approach also reduces costs and duplication for agent and customers and delivers a smoother more connected moving experience as well as improving transaction speeds.

Throughout the journey, Pragmatiq have proven to be a knowledgeable, proactive and collaborative partner. Together, we have remained focused on maximising performance, streamlining operations, and enhancing the end-to-end customer experience, ultimately creating shared value for ourselves and the estate agency partners we support.”

Andrew Nook Chief Information Technology Officer at Simplify

The Outcomes

Increased conveyancing conversion: The digital platform has supported estate agency partners in achieving vendor conversion rates exceeding 75% and purchase conversion rates of around 50%, representing a doubling in conveyancing sales compared to previous performance.
Reduced operational costs and duplication: Automation, personalised workflows, and a centralised platform reduce duplication for both Simplify and estate agency partners, helping streamline operations while creating a more efficient identity verification process.
Improved customer onboarding and transaction speeds: Tailored document requests, automated communications, and a secure client portal provide a smoother onboarding experience, reducing unnecessary delays and helping transactions progress more efficiently.
Enhanced visibility and scalability: Real-time updates, integrated portals, and automated workflows provide greater visibility for estate agents, clients, and internal teams while creating a scalable platform that supports future growth.

Transforming ID checks for Simplify, the UK's leading independent conveyancing group, with a scalable digital platform

Background & Challenges

The Solution & Implementation

The Outcomes

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