The United Kingdom Accreditation Service (UKAS) is the national accreditation body for the UK, responsible for assessing organisations that provide certification, testing, inspection, and calibration services. It operates across every regulated sector in the country and runs a substantial training programme - delivering courses to hundreds of professionals each year.
The problem was how those courses were booked. The entire process ran through a Salesforce web-to-lead form embedded on the website. When someone wanted to book a course, they filled in a form. That form generated a lead in Salesforce. A member of the training team then had to manually review it, confirm availability, send a confirmation, and update the system. Every single booking went through this loop.
The administrative cost was significant. The training team estimated they were spending around 15 hours per week on manual booking processing alone - checking submissions, chasing incomplete forms, reconciling data between the website and Salesforce, and handling email confirmations. That was time not spent on developing the training programme itself.
The website was making it worse. Course pages were thin - basic descriptions with little detail about content, learning outcomes, or speaker credentials. Users were arriving on course pages but not committing to bookings. The lack of clarity meant the training team was also fielding calls and emails from people asking questions that should have been answered on the page.
UKAS needed to fix both sides of the problem: give users enough information to book with confidence, and remove the manual processing that was consuming the team's time.
"We were spending a disproportionate amount of time on administration that added nothing to the quality of our training. The manual booking process had become a bottleneck - not just for the team, but for the people trying to book courses. Since the LMS integration, our team has its time back, bookings are processed instantly, and we have not had a single complaint about the new process. That is exactly what we needed."
We took a phased approach rather than attempting a single large-scale overhaul. The goal was to deliver measurable improvements quickly while keeping disruption to a minimum.
The first phase focused on the content management system and the course pages themselves. We restructured every course page to include detailed descriptions, speaker bios, learning outcomes, FAQs, and clear scheduling information. This was not a cosmetic exercise - we worked with the training team to identify the questions that were driving the most inbound calls and emails, then made sure those answers were visible on the page before a user ever had to pick up the phone.
The second phase introduced the Learning Management System integration. We built an API-driven connection between the website and the LMS, replacing the old Salesforce web-to-lead process entirely. Course availability, pricing, and scheduling were now pulled directly from the LMS and displayed through a custom widget on each course page. When a user booked, the enrolment was processed automatically - confirmation sent, place reserved, records updated - with no manual intervention required.
We also designed the new booking flow around how users actually behaved on the site. The previous process asked for too much information too early and gave too little back. The rebuilt flow showed users exactly what they were booking, confirmed availability in real time, and completed the process in fewer steps.
The impact on the training team's workload was immediate. Manual booking administration dropped by approximately 80%. The 15 hours per week previously spent on processing, chasing, and reconciling bookings was reduced to around 3 hours - mostly spent on edge cases and group bookings that required manual attention. The rest of the team's time was redirected to course development and programme planning.
On the user side, the time visitors spent on course pages before completing a booking dropped by 26%. That was not because they were spending less time reading - it was because the pages gave them what they needed faster. Clearer course information, visible availability, and a simpler booking process meant fewer drop-offs and fewer abandoned forms.
Booking errors fell sharply. Under the old process, roughly one in five submissions had missing or incorrect information that required follow-up. With the automated system handling validation at the point of entry, that figure dropped to near zero for standard bookings.
The integration was delivered without any downtime or disruption to existing bookings. The phased approach meant the old process continued running until the new system was fully tested and ready, and the switchover happened without users or the training team experiencing any interruption.
UKAS now has a training platform that reflects the professionalism of the organisation. Courses are presented with the depth and clarity that professionals in regulated industries expect, and the booking process works the way it should - quickly, accurately, and without someone having to process it by hand.
