Premium Credit partnered with FormusPro to modernise customer engagement, improve operational efficiency and support a large-scale digital transformation programme built around Microsoft Dynamics 365.
Operating within the highly regulated financial services sector, Premium Credit required a platform capable of supporting complex customer journeys, partner relationships and service operations across multiple business areas.
By implementing and continuously evolving a Dynamics 365 ecosystem, FormusPro has helped create a customer-centric platform designed to support growth, innovation and exceptional service delivery.
The project focused on creating a modern platform designed around customer needs rather than internal systems or organisational structures.
Microsoft Dynamics 365 enabled Premium Credit to develop a single view of customers, partners and interactions, improving service delivery and decision making across the business.
The programme extended beyond a traditional CRM implementation and touched multiple areas of the organisation, from account services through to complaints handling.
By connecting previously separate business functions, Premium Credit gained greater visibility, consistency and collaboration across departments.
Rather than delivering a single project and moving on, FormusPro became an extension of the Premium Credit team and a strategic partner in their transformation journey.
This collaborative approach ensured solutions were designed around real business challenges rather than assumptions or generic best practice.
Premium Credit’s objective was to create a modern customer engagement platform capable of supporting the organisation’s future growth ambitions. Existing systems and processes had developed over time and no longer aligned with the needs of a digitally focused financial services provider.
The organisation wanted to place customers at the centre of its operations while improving the way internal teams managed information, relationships and service interactions. This required a platform capable of supporting both partner organisations and end customers.
Another key objective was to create a technology foundation that would support continuous innovation, allowing new capabilities and processes to be introduced as business requirements evolved.
Premium Credit operates within a complex ecosystem involving both business partners and millions of end customers. Managing these relationships across multiple systems created operational challenges and limited visibility across the customer lifecycle.
Different business areas, including account services and complaints management, relied on processes that required updating and modernisation. This made it difficult to deliver a consistent customer experience and slowed the introduction of new capabilities.
The organisation required a platform capable of bringing these processes together while supporting future growth, regulatory requirements and increasing customer expectations within the financial services sector.
FormusPro implemented Microsoft Dynamics 365 CRM as the central platform for customer engagement, partner management and operational processes across the organisation.
The solution supports partner relationship management alongside customer-facing operations, providing teams with a single source of truth for interactions, activities and customer information.
By adopting a phased transformation approach, Premium Credit was able to modernise key business functions while minimising disruption and creating a platform capable of supporting future initiatives.
The implementation of Dynamics 365 has provided Premium Credit with a scalable and flexible platform that supports both current operations and future growth plans.
Improved visibility across customers, partners and service interactions enables teams to make faster and more informed decisions while delivering a more consistent customer experience.
The transformation programme has also improved collaboration between departments, reduced operational complexity and created opportunities for further automation and innovation.
Digital transformation is not a single event but an ongoing journey, particularly within financial services where customer expectations and regulatory requirements continue to evolve.
As Premium Credit’s strategic Dynamics 365 partner, FormusPro continues to develop additional modules and capabilities across the platform to support changing business priorities.
This long-term approach ensures the organisation continues to maximise value from its Microsoft investment while remaining agile enough to respond to new opportunities and challenges.
Premium Credit is one of the UK’s leading providers of premium finance and short-term lending solutions, helping organisations and individuals spread the cost of essential payments.
Since 1988, the business has supported millions of customers by enabling payments to be made through regular instalments rather than large upfront costs. While insurance premium finance remains a core service, the organisation also supports professional fees, memberships, commercial service charges and school fees.
Today, Premium Credit serves more than 2.1 million customers, processes approximately 24 million Direct Debits annually and funds advances exceeding £3.8 billion, making technology and operational efficiency critical to its continued success.
You can find out more about Premium Credit on their website.
“We’ve established a real partnership. We see them as part of our Premium Credit team, ultimately an extension of the team.”
“Dynamics 365 is key for us and FormusPro play a key role in supporting our platform.”
— Grant Dormer, Head of Business Solutions, Premium Credit Ltd
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