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Customer Insight

Novus Property Solutions

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Novus is an award-winning property maintenance company offering a range of services from their 20 offices across the UK.

The team take great pride in running their business responsibly, with a core focus on customer service, sustainability and their employees.

The need for a CRM system

Novus became a Gold-Vision customer in May 2022 after using a bespoke in-house solution that was no longer fit for purpose. The team was searching for a CRM system that multiple departments, including the winning work, operational and finance teams, could use to ensure all key client and opportunity information was in one place to help the business achieve its ambitious growth plans. Some of Novus’s essential CRM requirements included:

  • A flexible system which would allow the business to streamline their processes and increase the visibility of the pipeline
  • A highly configurable solution with easy reporting so they can feed back to the management team and the board
  • The ability to integrate with a BI Tool to maintain existing reporting practices
  • Bid management and modules that would allow their winning work team better tracking of opportunities and the ability to create client development plans against key clients, which is stored in one central place, allowing one version of the truth
  • Contract Management in Gold-Vision allows Novus to manage the progression of a contract as well as using Gold-Vision Alerting to automate approvals and send notifications to clients

All of Novus’s requirements stem from their value to provide the best customer experience for their customer throughout their customer journey to ensure they provide the success and value their customers deserve.

Two men in Novus branded high-vis jackets completing maintenance on a building
The Novus team with a staff member from the NHS - showing the work they have done on local NHS centres
Three men on a scaffolding platform holding a frame which states "Work together, we are NOVUS and this is our way"

Top 3 CRM Benefits

1. Easy configuration and screen design

Gold-Vision’s easy configuration and Screen Design functionality is a key reason Novus chose us as their new CRM solution. With sophisticated reporting needs, Gold-Vision offer Novus the flexibility they need with unlimited filtered fields that are configured to match their qualification requirements.

2. Visibility across the board

Novus wanted to improve their pipeline management by having visibility of their data across the company. Novus use Dashboards to compile information into helpful visual widgets that are openly available to the relevant team members.

Gold-Vision’s Projects module also significantly improved the visibility and management of maintenance and compliance servicing projects. Using Flows and Alerts, the team can easily see upcoming maintenance jobs and be notified of important dates.

3. Making the tender management process clearer

Another way that Novus has utilised Gold-Vision’s Alerting capabilities is to assist the team throughout their tender management process. The team can complete risk assessments directly within the system to qualify their tenders. The management team is notified upon qualification, and the approval process can begin. This straightforward qualification process makes it easy for the team to meet their core values by delivering industry-leading projects that improve the welfare of their customers.

Looking Ahead

Novus are looking to increase their Gold-Vision usage further by using the API to integrate elements of financial systems. They are also interested in integrating their website forms to capture customer journeys from the very beginning.

What can Gold-Vision do for your business?

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