Forces Pension Society

The Forces Pension Society is an independent, not‑for‑profit organisation acting as a pension watchdog for the entire military community. They needed to modernise their membership systems to better support members, manage enquiries and reduce manual administration.

Existing processes around membership sign‑up, renewals, payments and pension enquiries were fragmented and time‑consuming. The organisation required a single, reliable system to manage member data, handle payments and enquiries, and support secure, accessible self‑service; while working alongside their existing website.

We designed and delivered a membership CRM built on Microsoft Dynamics 365 and Power Apps, supported by CRM‑integrated portal functionality using Umbraco.

The solution included:

• Centralised membership management within the CRM

• User‑generated reporting using views, charts and dashboards

• Direct Debit payments via AccessPay and card payments via Stripe

• Comprehensive pension enquiry management, including calculators

On the portal side, we redeveloped the core membership journeys, including online registration, renewals and “edit my details” functionality, all built to WCAG 2.1 AA accessibility standards and optimised for all devices.

Member authentication was carefully designed so that Dynamics CRM remained the single source of truth, while integrating smoothly with the existing website to minimise disruption and avoid unnecessary rebuilds.

The Forces Pension Society now has a robust, secure and accessible membership platform that supports both members and internal teams.

Members can sign up, renew, manage their details and submit pension enquiries online, paying by Direct Debit or card. Pension enquiries are now centrally managed within the CRM, giving the team clear visibility of member histories and allowing multiple enquiries to be tracked accurately against each contact.

Automation and improved reporting have significantly reduced admin, while CRM‑driven workflows and BACS exception reporting have improved reliability and financial oversight. The result is a scalable, future‑ready system that delivers a better member experience while giving the organisation the tools it needs to operate efficiently and confidently.