Steve Wilde is the CEO of NVOY Technologies, a Managed IT service provider that delivers agile solutions across IT support, security and professional services.
Wilde began his business after taking an eight-month career break to travel the world. After returning, he built a company to help bridge the gap between business owners and their growing global workforces.
He explained: “I wanted to create a business that could help companies embrace hybrid working. At the time, cloud technology was emerging, and working remotely became more feasible. I saw an opportunity to support businesses in navigating these changes.”
Since its founding in 2017, the company has grown rapidly and expanded its range of clients.
“We work with over 40 customers, ranging from fast-growing startups with 20 to 200 employees, where we act as their full IT team, to large enterprises with up to 5,000 employees that rely on us for consulting and managed services.”
Scaling successfully
As their business grew it became evident that managing customer relationships efficiently was crucial to successfully scaling their operations. They needed a CRM solution that streamlines their workflows while reducing administrative stress from tracking client interactions, managing sales processes, and building better collaboration and communication across their team.
The challenge lay in finding a CRM solution that would streamline workflows while reducing the administrative burden of tracking client interactions, managing sales processes, and ensuring seamless communication.
“I was first shown Capsule by a business development consultant. I played around with it and it looked good. I could quickly get a license and download it, without needing much customization.
“Even as a non-technical person, I could jump into the admin section, add custom fields, and create workflows for the sales pipeline.”
Steve wanted to ensure that their chosen CRM was easy to roll out. He wanted a solution that didn’t need a CRM consultant or technical expert to configure.
"At a previous company, we sunk a lot of money into an expensive CRM and ended up leaving the platform and going for a different provider.
“You think a high-end name product will be the best choice but really you need a solution that understands your requirements and supports you the best.”
Streamlining sales and collaboration
NVOY technologies needed a solution that was easy to use, scalable, and capable of growing alongside the business. At the same time, it had to be cost-effective and free from the unnecessary complexities that often come with larger enterprise solutions.
"Capsule is fast, easy to use, and not clunky like other platforms. In my past career, I grew and hired sales teams so I’ve seen firsthand how much salespeople hate using CRMs."
“Often, they find them cumbersome and avoid logging their notes properly. Capsule, on the other hand, is user-friendly and intuitive, making it much easier for the team to adopt and actually use the system.”
For sales teams, keeping track of activity is essential. With a structured system in place, teams can manage their sales funnel, review past activities, and understand the steps involved in winning a sale. With clear reporting and tracking capabilities, NVOY could make data-driven decisions effectively.
"We have five key revenue streams, each with its pipeline in Capsule. This data helps us manage deal timelines, communication history, and sales performance. This functionality helps us better analyze our sales cycles and improve forecasting accuracy.”
Saving time with essential integrations
Capsule’s integration capabilities have provided the team with significant improvement in the efficiency of their organizations. Administrative tasks like logging customer interactions, tracking deal progression, and managing follow-up are now streamlined, leading to a 30% reduction in time spent on manual processes.
“Capsule automates a lot of the work we used to do manually, from tracking sales activities to syncing communications. It also integrates with Microsoft 365 and Outlook, meaning emails and interactions are automatically logged without us having to copy and paste information.”
Beyond internal activity tracking, integrations with external tools is key in optimizing the team’s operations.
“We’ve integrated our finance platform Xero. Syncing this data helps ensure customer information is accurately transferred for our financial processes.
“We also connected our email tools which ensure that we're only contacting customers when they want us to. For example, if they want to unsubscribe from our mailing list, this preference is logged automatically into Capsule."
The team also uses this feature to categorize and group emails based on opportunities or contacts, helping to streamline their workflow. They can tag and group emails via the opportunity or the contact if there’s not yet an opportunity generated.
This minimal administrative effort allows sales teams to focus on their core responsibilities without the burden of excessive manual CRM tasks.
Utilizing AI for future growth
Steve continues to explain how automation and artificial intelligence are increasingly important parts of NVOY's business strategy.
“We want to adopt AI tools into our business heavily and Capsule’s automation will play a key role in this. We are looking at ways for AI to make processes even more efficient. Over the next twelve to twenty-four months, we’ll be exploring how Capsule can work alongside emerging AI tools to help streamline workflows.”
Conclusion
Capsule CRM has helped NVOY Technologies successfully reduce their admin tasks by thirty percent. This has helped them improve their overall efficiency allowing the team to focus on high-impact work and scale their growing business.
Their CRM solution will play a key role in their strategy as they look for ways to further streamline their operations.
Looking for an intuitive, scalable, and cost-effective CRM? Try Capsule free for 14-days and discover how you can reduce manual tasks and focus on growing your business.
