EWG's CRM Evolution

​Powering EWG’s CRM Evolution with Microsoft Power Platform

Background 

EWG is a growing specialist fintech firm based in Jersey, providing a range of tailored financial services to clients worldwide. With a strong emphasis on delivering exceptional client experiences and maintaining high standards of compliance, EWG sought to evolve its CRM system, originally built on RapidStartCRM within Microsoft Power Platform, to better support critical business processes such as client onboarding and compliance screening, as EWG growth surpasses £3.4B of transactions in 2024. 

As part of a wider digital transformation initiative, EWG aimed to increase internal capability by adopting a low-code/no-code approach, enabling its own development team to contribute more actively to the system in the future. To help them achieve this, EWG turned to MPowerUp, a technology partner with deep expertise in the Power Platform and a strong reputation for delivering well-architected, maintainable solutions. 

The Challenge 

At the outset, one of the key challenges was continuity. The CRM solution had been initially developed by a third-party vendor, and the transition required MPowerUp to quickly familiarise themselves with the existing environment. The system lacked complete documentation and included a number of bespoke components, making it essential to tread carefully when introducing new features to avoid disrupting current functionality. 

EWG also had a clear vision, to empower their internal developers to take a more active role in shaping the CRM moving forward. This required any enhancements to be delivered with maintainability and simplicity in mind. At the same time, the business was facing increasing regulatory pressures and needed more efficient ways to manage compliance-related processes. 

To balance technical continuity with innovation, and to align with EWG’s broader strategic goals, MPowerUp needed to act not only as a delivery partner but also as a strategic advisor on how best to leverage the evolving Power Platform ecosystem. 

The Solution 

MPowerUp began with a comprehensive review of EWG’s CRM landscape, identifying usability bottlenecks and opportunities to automate high-friction processes. A hybrid design approach was adopted, preserving the reliability of the model-driven framework while layering in more dynamic and user-friendly experiences using Custom Pages and Canvas App technology. 

Key user journeys, particularly compliance workflows, were reimagined to prioritise automation and usability. Guided interfaces were introduced to simplify multi-step processes and reduce the potential for human error. 

Automation played a central role. Using Power Automate, MPowerUp developed robust flows to handle end-to-end compliance screening, including real-time API-based checks. Custom connectors enabled seamless integration with external services such as passport verification and country risk scoring, replacing manual tasks with faster, more consistent automated processes. 

For checks that could not be fully automated, such as reputational and sanction-related screening, MPowerUp introduced an assisted web search feature. This allowed users to launch pre-filled search queries directly from within the CRM, reducing context switching and eliminating the need to type repetitive queries manually. The result was a more guided and efficient manual review process. 

Document management was also significantly improved. A modern drag-and-drop upload interface was introduced using Canvas components, complete with thumbnail previews and SharePoint Online integration. Beyond SharePoint, MPowerUp implemented bespoke OneNote integration, allowing teams to capture free-form notes and meeting outcomes directly within the CRM, maximising the value of EWG’s existing Microsoft 365 investment. 

The Results 

Streamlined Compliance Operations 

Automating key compliance checks reduced the burden on EWG’s compliance team while improving turnaround times and accuracy. Where automation wasn’t possible, assisted web search made manual reviews faster and more consistent, helping EWG meet regulatory requirements with greater ease and confidence. 

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A Smarter, More Intuitive User Experience 

The blend of model-driven structure with Canvas-driven enhancements transformed the CRM into a more intelligent and intuitive platform. Users benefited from smoother workflows, fewer errors, and faster task completion. Document and note-taking capabilities were also greatly enhanced, supporting better record keeping and collaboration across teams. 

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Stronger Return on Microsoft 365 Investment 

By leveraging SharePoint and OneNote integration within the CRM, EWG was able to extend the value of its existing Office 365 licences. These integrations reduced reliance on third-party tools, simplified user training, and brought more daily work into a single, cohesive system. 

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Data-Driven Insights Through Power BI 

MPowerUp also introduced Power BI reporting capabilities, enabling real-time analytics on transaction and workflow data. This provided EWG with deeper visibility into operational performance and client behaviour, helping them uncover insights and trends that can inform both compliance strategy and broader business decisions. 

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Scalable, Automated Foundation for Growth 

With key processes now automated, reporting streamlined, and the user experience significantly improved, EWG’s CRM is well positioned to support future growth. The platform now offers the agility and intelligence required to meet evolving business demands, all while empowering internal teams to take ownership of continued innovation. 

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