Chartered Institute of Internal Auditors

The Chartered Institute of Internal Auditors (Chartered IIA) had outgrown a disconnected set of systems that made it difficult to manage membership data and deliver relevant content. The website and member portal ran separately from the CRM, introducing data discrepancies and limiting how the team could communicate with members. As expectations rose for tailored digital experiences, a more joined-up approach became essential. Internally, the institute also needed a platform that was easier for staff to manage and could scale with growing membership and services. The project was timed to align with a wider rebrand and the annual renewals cycle.

Bluelight delivered a connected digital platform combining Microsoft Dynamics 365 CRM and Umbraco CMS. This setup enabled real-time data updates and allowed personalised content to be delivered seamlessly via the website and member portal. Umbraco was configured with conditional content containers driven by CRM data, giving staff full control to manage content without developer support.

“Dynamics 365 will give us the data confidence we need, and Umbraco makes personalisation easier,” said Andrea James, Digital Channels Manager. “Connecting our CRM and CMS together was critical in being able to do this.”

With the new platform in place, the Chartered IIA began delivering a more modern, responsive member experience and improved internal processes. Staff now work more efficiently, and members receive relevant content tailored to their needs.

“This major digital overhaul has equipped us to deliver a vastly improved service and experience for our members over the coming years,” said Paddy Padmanathan, Director of Finance & IT.

“Our integrated CRM and CMS have already begun to improve processes and engagement, both for staff and our members,” said Derek Jamieson, Head of Membership.

“Modernising our digital infrastructure will open up so much potential for us. With Bluelight’s support, we’ve built a foundation that we believe can flex and grow as our organisation evolves,” added Nigel Shattock, Director of Communications.