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Case study

A Modernised Company Incorporation Process

One of the UK’s most well-established company formation agents had been using the same online incorporation process for nearly a decade. While an update was long overdue, it was a high-risk endeavour because the simplicity of the process was a key part of the company’s value proposition.

About the project

Challenge

Outdated technology

The incorporation process was built on legacy technology, limiting flexibility, integration capabilities, and, most critically, customer experience.

System coupling

The process was tightly linked to the company’s other systems, making it challenging to implement essential updates, such as those required by Companies House, without the danger of disruptions.

A high-risk transformation

In a fiercely competitive market, the simplicity of the incorporation process was a crucial differentiator. Any changes risked alienating new and old customers and impacting business performance.

Familiarity among staff and repeat customers

Despite its limitations, the existing system was well understood by both employees and repeat clients, making a shift to a new platform a potential operational challenge.

A lack of flexibility for experimentation

The old system made it difficult to experiment with new ways of collecting customer information, adding chatbot support, or tailoring the journey for specific user needs.

Solution

Delivered in Four Months

After consulting with business owners, customer service teams, and experienced clients, we developed a modern incorporation platform that offers greater flexibility, improved UX, and seamless partner integrations, while maintaining the simplicity that users value. Furthermore, a decoupled interface enables faster updates and testing, and streamlined steps shorten the process without losing clarity.

Results

Greater flexibility and customisation

The company can now experiment with different ways of collecting customer information, such as adjusting the stage at which payment is taken or incorporating a chatbot to guide users through the process. These options were impossible within the rigid structure of the previous system.

Seamless partner integrations

The company can now tailor partner offerings, ensuring the right banking and accounting services are presented to the appropriate clients. These adjustments can be made quickly and efficiently, supporting business partners while enhancing the customer journey.

Simplified regulatory updates

When Companies House introduces new requirements, the formation agent can now implement changes swiftly, with minimal disruption. Previously, updates required extensive planning over weeks or even months, often with the risk of lost revenue due to system downtime.

A new white-label opportunity

The updated platform paves the way for a white-label version of the incorporation process, expanding the company’s market reach and enabling it to compete with businesses developing their own solutions.

Enhanced user experience

Built on a modern, more efficient technology stack, the new system delivers a streamlined and intuitive interface, strengthening the company’s competitive edge. Crucially, the transition has been managed without alienating repeat customers accustomed to the previous format.

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