Client Overview

The Association of Accounting Technicians (AAT) is a renowned professional body offering qualifications and support for the accounting and finance sector. As part of a major initiative to refresh their accounting and bookkeeping qualifications, AAT undertook a large-scale project to overhaul their digital platforms and enhance user experiences for both public users and professional members. To achieve this, AAT partnered with PSP to implement extensive updates to their website, CRM and learning management systems, delivering a unified and streamlined solution that met the diverse needs of their users.

Challenge

AAT’s qualifications and related web services were fragmented across multiple platforms, creating a disjointed user experience and making it challenging to track member’s professional development. The project required a redesign of the public and logged-in sections of their website, along with changes to their CRM to enable seamless user management and integration with their Learning Management System.

Solution

PSP led the project with a multidisciplinary team of software developers, CRM specialists, business analysts and project support staff. The first phase focused on redesigning the website’s public and member-facing sections to align with AAT’s updated qualification structure. We delivered revised web applications residing behind login and a new suite of integrations between web and CRM.

Simultaneously, we launched improvements to the Learning Management System’s integration with CRM. This involved reworking how user profiles are created and managed, introducing new integrations that enabled customer service teams to track Continuing professional development (CPD) activities and ensure compliance. We implemented ‘CPD pathways’, presenting members with tailored content and competency assessments they must complete to maintain their membership status. This approach allowed AAT to deliver a personalised, structured learning experience that supports their professional members in staying compliant with industry regulations.

Results

The comprehensive overhaul of AAT’s digital platforms resulted in a vastly improved customer journey across their website and member systems. The ability to purchase qualifications online, with transactions linked directly to CRM profiles, simplified the process for users and reduced administrative workload for staff. Integration of the Learning Portal with the CRM now allows customer service teams to track CPD activities in real-time, ensuring licensed members remain compliant and up to date. The new ‘CPD pathways’ feature offers a structured approach to professional development, enhancing the value of AAT’s membership by providing clear guidance on required learning activities.

Conclusion

PSP’s end-to-end management of this wide-ranging project enabled AAT to deliver a fully integrated, modernised digital experience for their members and users. From the website and CRM enhancements to the Learning Portal updates, the project focused on optimising every user touchpoint on the qualification journey. The result is a unified system with a consistent look and feel, improved functionality and the capacity to support AAT’s evolving qualifications and compliance requirements. This project highlights PSP’s ability to manage complex digital transformations, delivering solutions that streamline operations, reduce costs and elevate the overall user experience.