The Approach

Phase one of the project included

Structured processes for managing legal teams, communications, compliance, and approvals are vital because they underpin governance and regulatory assurance. Pension funds work with multiple stakeholders, where informal communications or unclear approvals increase risk and weaken audit trails. Clear, documented processes ensure consistency, accountability, and transparency, reducing reliance on email and individual knowledge and ensuring decisions affecting members’ assets are properly governed.

Logic‑based workflows are important because they enforce consistent, rules‑driven decision‑making and reduce manual intervention. Pension fund legal and risk processes rely on repeatable steps and approvals that must be followed precisely. Automated routing and controls ensure tasks are completed in the correct order, strengthen compliance and auditability, reduce operational risk, and remove administrative burden so teams can focus on higher‑value work.

Structured processes for managing legal teams, communications, compliance, and approvals are vital because they underpin governance and regulatory assurance. Pension funds work with multiple stakeholders, where informal communications or unclear approvals increase risk and weaken audit trails. Clear, documented processes ensure consistency, accountability, and transparency, reducing reliance on email and individual knowledge and ensuring decisions affecting members’ assets are properly governed.

Improving front, middle, and back office efficiency and reducing human error is essential because pension funds rely on accurate data flowing across teams. Capturing information once and sharing it consistently reduces errors, strengthens audit trails, speeds decision‑making, and supports stronger governance and regulatory compliance, helping protect members’ assets.

Simplifying processes, teams, and third‑party journeys is essential because complexity increases risk, cost, and errors in highly regulated pension operations. Clearer, more consistent journeys reduce hand‑offs and reliance on individual knowledge, speeding decisions and strengthening governance. This improves accountability, supports compliance in practice, and helps protect members’ assets while delivering more efficient operations and a smoother experience for stakeholders.

The Solution

Connecting middle office legal processes with Dynamics 365 and Power Platform

Building upon existing Azure and Microsoft 365 environments, Dynamics 365 was deployed to maximise efficiencies and unify data sources. Dynamics was supported by Power Platform in the form of custom-built Power Apps Portals and Power Automate to connect middle and back office teams with third party lawyers. Adobe Sign e-sign integration with third party tools created workflows that automated end-to-end legal processes, met regulatory requirements, all finished off with Power BI insights and reporting.

 

The Fund had already begun data standardisation and naming conventions work before engaging with Telefónica Tech, using Excel spreadsheets. The next phase of transformation involved building a centralised system for recording work items. Microsoft Dynamics achieved this by connecting and unifying these existing data sets.

 

The new solution used bespoke Power Automate logics to automate and standardise key daily processes like case management, in-house and external lawyer communications, next step actions and controls, as well as making costs and time progress of activity visible through Power BI.

The Outcomes

Seamless user-adoption and efficient working

The legal team are now able to make use of Dynamics 365 to track case progression, along with external lawyer quotes, time entries and estimate vs actual costs. This functionality was made possible with the Microsoft Dynamics 365 Customer Service module, utilising a custom-built legal team model-driven Power App along with a customised customer self-service Canvas App Portal.

 

The initial implementation standardised and streamlined the existing business processes and met the following objectives:

Outcomes

01 Automation and auditability

Auditability and automation of authority forms processing. Tracked and time-stamped directly to Dynamics 365, meeting compliance and regulatory risk frameworks.

01 Automation and auditability
02 Productivity gains

Information is pre-populated from connected and integrated front office tools, improving data accuracy and creating huge productivity gains.

02 Productivity gains
03 Single customer view

Authority forms and leads are now connected within Dynamics 365, reducing the need to rekey in vital data. Real-time updates mean users are always working on the most up-to-date data, improving completion times.

03 Single customer view
04 Improved reporting

Middle office legal teams can focus on processing deals quickly and accurately instead of producing reports and audit requirements which are now automated and controlled within workflows.

04 Improved reporting
05 Rapid onboarding

Automated approvals direct from any device improved the customer journey and accelerated approval times by eliminating the need for manual signing.

05 Rapid onboarding
06 Cost transparency

Greater visibility on costs improved budgeting and sped up invoicing allows for greater insight on costs via up to date reporting.

06 Cost transparency

Success Stories