The Chartered Insurance Institute (CII), as a long-standing and highly respected professional body, was at a critical juncture in its digital transformation journey. While their foundational systems had served them well for years, they were increasingly unable to support the scale, speed, and sophistication required by a modern, global membership base of insurance and financial services professionals.

One of the primary challenges was the institute’s fragmented technology landscape. Disparate legacy platforms operated in silos, leading to inefficiencies, data duplication, and a lack of real-time visibility across departments. This fragmentation made it difficult to align internal operations with the evolving expectations of members and regulatory bodies.

Member communication posed another obstacle. Without a unified communication engine, CII struggled to deliver personalised, timely, and consistent messaging to its diverse audience. Engagement rates were suboptimal, and managing outbound communication at scale became increasingly cumbersome.

Subscription and fee management were still heavily reliant on manual processes, introducing delays, inconsistencies, and avoidable administrative overhead. In a highly regulated and customer-driven environment, this lack of automation created risks around compliance, accuracy, and customer satisfaction.

Furthermore, the institute was grappling with technical debt from legacy systems that lacked compatibility with modern ERP and CRM ecosystems. This not only restricted innovation but also created dependencies that hampered scalability, agility, and integration with third-party platforms like Salesforce or Microsoft Azure.

Compounding these operational challenges was a mid-project vendor transition. The incumbent vendor exited with only partial implementation in place, leaving CII with the added burden of knowledge transfer, platform continuity, and risk mitigation, all of which needed to be resolved rapidly and with precision.