An internal CRM for managing installer vetting, policy activity and FCA-regulated insurance risk.

Qualitymark Protection operates in an FCA-regulated insurance environment, providing consumer financial protection for the home improvement industry through products such as insurance-backed guarantees and deposit protection. Those products depend on knowing which installers are accredited, what they are approved to offer and whether they continue to meet the required standards.

The internal challenge was not simply storing installer names. The team needed a reliable way to bring company records, vetting evidence, accreditation decisions, policy registrations, documents, activity history and follow-up work into one controlled operating view.

The CRM gives each installer or company a central profile. From that profile, the team can see contact details, primary and secondary contacts, company types, assigned account manager, home improvement categories, documents, policy stats, accreditation status, risk indicators and pipeline opportunities.

That matters because the business process crosses several teams. Sales, onboarding, accreditation, account management, monitoring and support all need to understand the same company without relying on separate spreadsheets or hidden local knowledge.

Calls, emails, SMS messages, notes, reminders, files and contact changes all feed into the CRM activity layer. The system records last activity, last communication, who performed it and when the next action is due.

Accreditation and monitoring data sits beside that activity, so the team can review installer status, scores, decision stages, supporting documents and policy registration trends without jumping between systems.

Where the process needed to connect to wider services, the platform used controlled API and reporting routes. The public detail stays intentionally high-level, but the principle was simple: keep the CRM as the source of truth while allowing selected insurance and operational services to exchange the data they needed.

Qualitymark's public process requires installers to become accredited before they can offer protection products, and their accreditation involves evidence of financial stability and installation competency. WorkCRM supports that oversight by keeping the installer record, accreditation score, decisions and supporting documents close to the communication history.

The result is a more controlled internal system: teams can find the installer, understand the latest relationship position, see what has been said, track policy and accreditation activity, monitor ongoing risk and report on the data behind day-to-day decisions.