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Natural Resources Wales
Regulator’s case management engine delivers impressive results

NRW uses a simple Dynamics CRM based application to process details of hazardous waste produced in Wales

Easy to administer, easy to report

Regulations require that all hazardous waste producers register details of waste products they are producing. In Wales they register with NRW on an annual basis.

As the legislation covers all from the small single site operator through to the large multi-national, the process needed to be simple to administer and able to deliver reliable, good quality data for NRW to report against EU regulations.

Customer centric case management

SFW delivered a core case management engine using Microsoft Dynamics CRM hosted on Microsoft Azure.

Businesses register via the NRW website and data is passed through to Dynamics for validation and verification. The system then generates certificates and issues them to the applicant via simple workflows.

Users benefit from an integrated service, from registration of operator details through to online payment processing, the latter made possible by interfaces to WorldPay. To support regulatory compliance, records are stored within the NRW corporate records management tool for retrieval and archive purposes.

The solution delivers impressive results:

  • Risk management - through migration away from the legacy custom built application
  • Rapid delivery - through the use of agile methodologies and out-of-box functionality
  • Future proofing and scalability - by using an industry standard platform (Dynamics CRM) to underpin the regime

“The project has delivered what we needed, when we needed it with a minimum amount of fuss.”

Richard Frost – CRM Project Manager

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