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 entire 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 bookkeeping qualifications and related systems were fragmented across multiple platforms, creating a disjointed user experience and making it challenging to track professional development for members. The project required a complete redesign of the public and logged-in sections of their website, along with significant changes to their CRM to enable seamless user management and integration with their Learning Portal. AAT also needed a new capability to sell qualifications online and directly link purchases to user accounts. The aim was to modernise the digital experience, integrate disparate systems and optimise their CRM for more effective management of members’ Continuing Professional Development (CPD) and training pathways.

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 qualifications structure. We integrated the site with AAT’s CRM to allow users to purchase qualifications online, automatically linking transactions to their AAT accounts. This created a streamlined experience, where users could manage their training materials and qualifications in one central location.

Simultaneously, we launched Learning Portal Phase 2, a major update enabling the CRM to support professional members and organisational users more effectively. This involved reworking how user profiles are created and managed, introducing new integrations that enabled customer service teams to track 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.

The project also included a significant upgrade to AAT’s Contact Centre Software, modernising it to support hybrid working and integrating third-party applications to streamline customer interactions. PSP’s team took an analytical approach, gathering requirements and providing input during the tender process to ensure the new solution met AAT’s operational needs and improved service delivery.

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.

The Contact Centre Software upgrade has enabled AAT’s support teams to work flexibly, improving service efficiency and response times. By consolidating external applications into a single in-house solution, PSP’s efforts also helped AAT reduce hosting costs and eliminate external dependencies, creating a cohesive, scalable digital ecosystem.

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 and Contact Centre updates, the project focused on optimising every user touchpoint. 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.