Every morning at 7am, a batch of emails goes out from a non-profit accrediting body for home and community-based healthcare organizations across the US.
Each email is personalized. Each one carries the name, account details, and current status of a specific healthcare provider. Many have a PDF attached — a formal letter running to several pages, populated with conditional information that varies based on hundreds of different criteria: the type of organization, the state it operates in, whether it’s Medicare-flagged, whether it’s a hospice or a home health provider, whether its accreditation is being renewed, confirmed, or withdrawn.
With 14,000 client organizations, the accrediting body sends between 20 and 30 of these emails every single day. Accreditation determinations. Action plan notifications. Renewal reminders. Withdrawal confirmations. Each one different. Each one carrying real regulatory weight.
Until late 2022, all of it ran through Napersoft — an on-premises server-based platform that had done the job for years. But the job was getting harder, and the platform was showing its age.
A System That Worked — Until It Didn't
Napersoft wasn’t broken. It was just increasingly isolated.
As the accreditation organization’s Microsoft 365 environment matured, the gap between what Napersoft could do and what the organization needed grew wider.
Emails sent through the old SMTP-based system didn’t appear in staff sent folders. Some were caught by recipient spam filters before they arrived at all. The accreditation team had no visibility into what had gone out, when, or whether it had been opened.
And the system sat on a server that required its own maintenance, its own licensing, and its own ongoing costs — roughly $10,000 a year in platform fees, plus several thousand more for the Azure infrastructure to run it.
For a non-profit organization with a mission-critical correspondence operation, that wasn’t a sustainable position.
They knew what they wanted to move toward: Microsoft Dynamics 365 and the Power Platform, as they were already using Microsoft 365 across the organization. They could see what a more connected environment would give them — better reporting, a proper CRM foundation, the ability to automate workflows they were still running manually.
But document generation at the complexity they needed was a specific and difficult problem. Conditional logic. Repeating sections. State-specific paragraphs that appeared or disappeared depending on who the recipient was. Rich text formatting. Multiple output types — Word, PDF, and Excel.
Standard Power Automate connectors couldn’t do it. Most third-party document generation tools could handle some of it. None could handle all of it.
A Document Generation Problem Most Platforms Can't Solve — And One That Could
Cloudwell has been building in the accreditation space for years. We’d already developed a custom document generation API, deployed in Azure, that could do exactly what this client needed — dynamically generate documents with conditional sections, repeating blocks, and data pulled from multiple sources, output as Word, PDF, or Excel. By the time the accreditation organization came to us, the API had already been deployed successfully at five different clients. So, we knew it worked.
What Cloudwell built for this non-profit was a complete, cloud-native replacement for Napersoft — using no-code and low-code tools native to the Microsoft 365 stack.
At the center was a Dynamics 365 model-driven app giving their team an intuitive interface to manage all email and document templates, accounts, and contacts.
A Dataverse dataflow synchronized data on a daily basis from its internal SQL-based CRM system — keeping every account, contact, and accreditation record current.
Power Automate workflows handled the generation and sending logic: running on schedule at 7am, triggering on events, or firing via API when a specific status change occurred. Depending on the workflow type, emails could be sent automatically or queued for a staff review before going out.
The document generation API did the complex work: pulling together the relevant data, applying the conditional logic, assembling the letter, and attaching it as a PDF to the outgoing email. The entire template — paragraphs that appear or disappear, sections that vary by state, information that changes based on accreditation type — resolved into a finished, accurate letter without a staff member having to touch it.
And critically: every email went out through the accreditation specialist’s own Exchange mailbox, not a service account. It appeared in their sent folder. It arrived in the recipient’s inbox from a named employee. The days of SMTP delivery and spam filter uncertainty were over.
Generated documents were stored automatically in SharePoint Online, organized in libraries with subfolders by account — searchable, versioned, and accessible to anyone on the team without hunting through email threads.
To close the loop on client engagement, Cloudwell also configured Dynamics 365 Customer Voice — automatically triggering customer satisfaction surveys when a site visit occurred. Responses were aggregated into dashboards directly within Dynamics, linked to the relevant account records, giving the accreditation team a structured feedback channel that hadn’t existed before.
Visibility, Reply Rates, and $15,000 a Year Back in the Budget
The results were immediate and practical. The VP of Information Technology, who had been closely involved throughout the implementation, said:
“Since installing Cloudwell’s document generation automation API, not only can our accreditation team see all the emails sent on their behalf, but they have reported a significant increase in the number of customers who reply to those emails since implementing Dynamics.”
That increase in reply rates matters. Accreditation correspondence isn’t marketing — it’s regulatory communication. When a healthcare provider receives a letter about their accreditation status, a reply often means a question answered, an issue caught early, or a process moving forward. More replies meant faster resolution and better engagement across the whole client base.
The team also gained something they hadn’t had before: visibility. Any staff member could now see every email sent on behalf of the accreditation team, regardless of which specialist’s name was on it. Issues could be addressed without chasing down a colleague to ask what had gone out. The correspondence history lived in one place.
“I like the Cloudwell team and find everyone knowledgeable. Chris Alechko is very organized, knowledgeable, direct, innovative, and is always confident about his solutions. He is also responsive and flexible with changes or unanticipated issues. I can’t think of anything negative to say, which is unusual for me!”
VP of Information Technology
The economics were equally straightforward. Napersoft had cost approximately $15,000 a year — licensing plus server infrastructure. The replacement runs on Microsoft 365 licenses the organization already held, with Power Automate and Dynamics 365 access for the handful of accreditation directors and specialists who need it. After Cloudwell’s implementation work was complete, the ongoing cost was in the region of $50 a month. No server to maintain. No third-party subscription to renew.
One Question From the Sales Team That Became Phase Two
Something interesting happens when an organization sees what technology can do for one part of its business. They start asking about another.
During the review of the new correspondence system, a member of the accreditation organization’s sales team asked a straightforward question: “if I want to add a new prospect — a hospice or home health provider we want to bring into accreditation — can I just add them to this system?”
The answer was yes. But the better answer was: there’s a proper way to do it.
That conversation became Phase 2.
In 2024, Cloudwell returned to architect a full Dynamics 365 Sales Hub across their three business lines: accreditation, education, and CFE. The technical challenge here was organizational as much as it was architectural. CFE needed to operate separately from Education and Accreditation — different teams, different processes, different visibility requirements — but records still needed to cross unit boundaries where the business required it. Cloudwell configured business units and security roles to enforce that separation while allowing controlled cross-unit record ownership where needed.
With the data model established, lead and opportunity tables, views, and forms were built to reflect its actual sales and accreditation lifecycle rather than a generic CRM template. Business process flows were activated to guide staff through each stage, replacing the manual tracking that had previously lived in Pipedrive. Automated lead and opportunity creation took over from that tool entirely.
The integration work was equally substantial. Its own internal system was integrated into Dataverse alongside Elevate LMS, unifying data that had previously lived across separate platforms. The historical Pipedrive pipeline data was migrated in a controlled process: validated in a sandbox environment, reconciled against source records, and only promoted to production once both teams were satisfied with the output.
Power BI dashboards and Dynamics 365 charts gave the team real-time visibility into pipeline health, lead activity, and opportunity management — all connected to the same Dataverse foundation already running the Phase 1 correspondence workflows.
By the end of Phase 2, the organization had what they’d originally wanted when Phase 1 began: a single Microsoft 365 environment where accreditation operations, correspondence, CRM, pipeline management, and sales activity all worked from the same data. The system they’d built incrementally had become something coherent.
The Pattern Behind Every Accreditation Modernization Project We've Done
This engagement is a useful illustration of how technology modernization actually works in practice for accreditation bodies.
It didn’t start with a grand transformation plan. It started with a specific, painful problem — correspondence that was expensive to run, invisible to the team, and increasingly disconnected from everything else.
Cloudwell solved that problem with a solution built entirely on tools they already licensed, using a document generation capability proven across multiple similar organizations.
The broader consolidation followed naturally, because once the foundation was in place, extending it was straightforward.
That’s the pattern Cloudwell brings to accreditation technology: solve the real problem first, build the foundation that makes everything else possible, and let the organization grow into it at their own pace.
If your accreditation body is managing correspondence, CRM, or document workflows across systems that don’t talk to each other, we’d be glad to have that conversation.
Related reading: The Case for a Single Accreditation Management Platform | 5 Workflow Challenges Faced by Accreditation Organizations — and How to Solve Them | When Spreadsheet-Based Accreditation Stops Scaling