Case study
CILA: CRM Transformation with Dynamics 365
The Chartered Institute of Loss Adjusters (CILA) is the UK's professional body for loss adjusters and claims professionals, founded in 1941 as the Association of Fire Loss Adjusters and granted a royal charter in 1961. CILA sets the professional and ethical standards for its members through a formal qualification framework and code of conduct, and represents the profession to insurers, regulators and government. As its membership base and services grew, the Institute's legacy systems and data set had become a constraint on the experience it could offer.
Challenges
- A member experience constrained by a complex legacy data set and dated systems
- The need for modern self-service: payments, event bookings, CPD and qualifications
- A requirement for a scalable platform that could evolve over time
Outcomes
- A new Dynamics 365 CRM built on Mentor's reusable baseline and portal components
- A full member portal with Stripe payments, event bookings and ticketing, CPD tracking and qualification management
- An ongoing development, hosting and training partnership supporting continued growth
The Challenge
CILA needed a complete transformation of its member experience. A complex legacy data set and ageing systems were holding back the kind of modern, self-service interactions members increasingly expect, from payments and event bookings through to CPD and qualification tracking.
The Solution
Mentor delivered the transformation on its Microsoft Dynamics 365 baseline and reusable portal components, an approach that brings proven functionality and faster delivery. The work began with discovery and stakeholder engagement, followed by a new Dynamics 365 CRM and the careful migration of a complex legacy data set.
The Process
At the heart of the project is a members' portal featuring Stripe payments, event bookings and ticketing, CPD tracking and qualification management, giving members a single, modern place to manage their relationship with the Institute.
Results and Impact
CILA now has a scalable, modern platform underpinning its member experience. Mentor continues to support CILA under an ongoing development, hosting and training service as the platform evolves, a genuine long-term partnership rather than a one-off build.
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