Openwork had outgrown its legacy systems for managing customer records and advice processes. With a large and growing network, the organisation needed a centralised, customer-centric platform capable of supporting diverse requirements across multiple firms.
The challenge was not only scale, but complexity. Different firms within the network often interact with the same customers in different contexts, requiring careful handling of data access, security and segregation.
The organisation also needed to manage increasing administrative costs in a highly regulated environment, while improving efficiency and supporting compliance requirements such as Know Your Customer and suitability processes.
Ben Revill, Financial Services Business Manager, said:
“Openwork needed to identify the right technologies and partners to support a broad range of advice and servicing processes while enabling us to scale and evolve.”
Openwork selected Microsoft Dynamics 365 as a flexible, integrated platform capable of supporting its diverse network. Transparity was chosen as the implementation partner to guide the customisation and deployment of the cloud-based solution.
A proof of concept was developed to validate the approach, including a customer portal and a secure data model. Following successful validation and feedback from advisory firms, the full solution was developed using an agile methodology.
Working in sprints, Transparity collaborated closely with Openwork’s IT and business teams to deliver functionality driven by user needs. This approach allowed the solution to evolve continuously, incorporating feedback, onboarding new firms and adapting to changing requirements.
The system was configured to support complex scenarios, including multiple firms working with the same customer, while ensuring strict data segregation and compliance.
Where necessary, a hybrid delivery approach combined agile development with more structured methods for areas such as data migration, integration and portal development to ensure stability and control.
Craig Woodhouse, Technical Consultant at Openwork, said:
“The Microsoft Dynamics 365 platform provides the flexibility and proven capability we need to deliver market-leading customer experiences while maintaining robust security and compliance.”
The solution has been successfully deployed to an initial group of pilot firms, with a phased roll out underway across the wider network.
Once complete, the platform will support more than 5,000 users across 650+ firms, serving over one million clients. Each firm benefits from a tailored portal alongside shared core functionality, enabling both consistency and flexibility.
The cloud-based Dynamics 365 platform enables continuous enhancement, allowing Openwork to take advantage of new features and adapt to evolving business needs over time.
The low-code capabilities of the platform also enable rapid configuration and extension of functionality, supporting ongoing innovation without significant development overhead.
Centralised customer management
A single system provides consistent and secure access to customer data across the network.
Improved efficiency
Automation and streamlined processes reduce administrative workload and operational costs.
Enhanced compliance
Built-in controls and data segregation support regulatory requirements and risk management.
Scalability for growth
The platform can easily accommodate new firms, users and services as the network expands.
Flexible and future-ready
Agile delivery and low-code capabilities allow the system to evolve alongside business needs.
“The combination of agile delivery, flexible technology and the expertise of the Transparity team has enabled Openwork to deliver a platform that meets the complexity of our network while supporting future growth and innovation.”
Openwork is one of the UK’s largest financial advice networks, with a community of more than 3,600 advisers across over 650 firms. These firms range from small independent practices to large multi-branch organisations, offering services including investments, pensions, mortgages and protection.
The network continues to grow rapidly through adviser development programmes and new firms joining the group, supporting over one million clients.
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