Project Overview
Key Retirement, part of the Key Group and a leader in later life lending and equity release, needed to move away from on-premises systems as part of a strategic goal to become entirely cloud-based. The business required a scalable, future-proof solution aligned to its Microsoft-first strategy — one that could modernise and streamline its core platform across lending and equity release services without limiting future plans.
Following a three-month discovery phase, Transparity implemented Microsoft Dynamics 365, integrating Key Retirement’s bespoke mortgage advice platform across front and back-office systems. The result is a unified customer journey, contact centre costs reduced by up to 30%, and a fully cloud-based platform delivered on time and on strategy.
The Challenge
Key Retirement continuously assesses market trends and adapts its services to help customers achieve their retirement goals. To support this, the business needed a cloud-based solution aligned to its Microsoft-first, as-a-service strategy, ensuring technology would not limit future plans.
This required moving away from on-premises systems and exiting the data centre in favour of scalable, future-proof cloud solutions. The wider transformation aimed to modernise and streamline the organisation’s core platform, particularly across lending and equity release services.
“We wanted to modernise our business processes to provide the flexibility and agility that would give our brokerage arm every technical advantage possible in their trading environment.” — Jack Neary, Group Director of Technology, Key Retirement
The Solution
Following a referral, Key Retirement engaged Transparity in a three-month discovery phase to assess scope, requirements, and potential challenges. Transparity then delivered a detailed plan covering key components, timelines, and costs.
The implementation of Microsoft Dynamics 365 followed, supported by senior architects, product specialists, and technical experts from Transparity. Midway through the project, additional developer and business analyst resources were introduced to accelerate delivery.
“Key Retirement had a strategic goal to be entirely cloud based by the end of the year, which required the replacement of an on-premise Dynamics CRM 2015 solution. Bringing in the extra resource from Transparity enabled us to achieve this strategic and timely milestone.” — Jack Neary, Group Director of Technology, Key Retirement
Seamless integration was critical. Key Retirement’s bespoke mortgage advice platform was integrated with Microsoft Dynamics 365 and connected across front and back-office systems, including telephony and customer interaction channels.
This integration supports lead generation, appointments, fact-find processes, recommendations, and ongoing communications, delivering a unified experience across the customer journey.
End-to-end customer lifecycle management
Dynamics 365 underpins the full equity release and lifetime mortgage journey, enabling customers to access tax-free cash from their homes while retaining ownership.
The bespoke advice platform integrates with Dynamics 365 and uses the Universal Resource Scheduler to manage advisor workloads, appointments, and nationwide operations. Advisors can complete fact-finding, generate advice, recommend products, create suitability reports, and manage compliance tasks within a single system.
The solution also improves transparency by involving family members where appropriate and supports documentation for compliance and complaints processes. Back-office workflows have been simplified, reducing administrative effort and streamlining processes.
The platform ensures all required documentation is captured across the mortgage journey, from ID verification through to valuations. Enhanced visibility of SLAs and KPIs enables better performance tracking and contributes to faster, more efficient service delivery.
“Transparity’s expertise has played a pivotal role in bringing these major components of our front and back-office operations into one Dynamics 365 solution.” — Jack Neary, Group Director of Technology, Key Retirement
The Outcome
Streamlined workflow management
Business processes are more efficient, with improved workflow management across the full advice and mortgage journey.
Reduced contact centre costs
Integration with Dynamics 365 has reduced contact centre costs by up to 30%, while improving automation of outbound communications and appointment scheduling.
Optimised back-office systems
Systems have been streamlined to reduce administrative burden and improve overall operational efficiency.
FCA compliance
The solution provides full visibility to ensure customers are treated fairly and vulnerable customers are supported appropriately, meeting FCA requirements.
Improved customer experience
Customers move more quickly through the advice process, with self-service capabilities and automated data flow supporting faster, more informed decision-making.
