Matt Harrison Commercial director, finova Broker

At finova, we know brokers thrive on strong client relationships. But as a business grows, managing clients and enquiries becomes more complex. Without the right system, inefficiencies emerge, making it harder to stay ahead.

That was the challenge facing Q Financial Services. The firm had expanded beyond mortgages into commercial finance, pensions and estate planning, and its existing CRM wasn’t keeping pace.

Initially, Q Financial used a network-provided CRM, but as the business scaled, it needed a system to improve efficiency, provide full control over client data and support sustainable growth.

We can see exactly what’s in our pipeline, where our revenue is coming from and how we’re performing

“We needed full control over client relationships and processes,” says Stuart Mackintosh, director at Q Financial Services.

“We didn’t want to be restricted by a system that wasn’t built around how we operate. We had to own our client base and data.”

After reviewing options, the firm selected finova’s Broker CRM, a platform built specifically for high-growth broker firms.

Delivering greater efficiency and lead management

Brokers need full pipeline visibility to move quickly. Without it, managing leads and enquiries is harder. Before implementing finova’s Broker CRM, Q Financial found this process time-consuming and inefficient.

The CRM isn’t just helping us now, it’s setting us up for the future

“Admin used to slow us down. Now, we’re saving at least two hours a day, time our advisers use to build client relationships.”

With finova’s workflow automation, real-time case tracking and structured data management, the team now benefits from a streamlined approach to client interactions.

Handling 100–200 new leads per month, Q Financial needed a CRM that could track enquiries in real time and prioritise high-value opportunities.

“Before, managing leads across different sources was time-consuming. Now, with everything in one place, we can track every enquiry and respond faster,” says Mackintosh.

Advisers now have instant visibility into each enquiry, ensuring faster responses and smoother client journeys.

Most firms don’t offer this level of visibility to introducers

“Now, every enquiry is visible in real time. We can see what’s coming in, where it’s going and what stage it’s at. That’s been a huge shift for us.”

Strengthening client retention and introducer relationships

For brokers, renewals are as important as new business. Without structured oversight, there’s a risk of losing clients to competitors.

“We’re on top of renewals like never before. We’re reaching out to clients before they even have a chance to look elsewhere.”

Introducers, estate agents, accountants and partners are also key growth drivers. Keeping them informed strengthens relationships and boosts referrals. Before finova, introducers relied on advisers for updates. Now, with finova’s Broker CRM, referral partners have real-time access to case progress, reducing unnecessary follow-ups.

“Most firms don’t offer this level of visibility to introducers,” says Mackintosh. “Being able to show them where their cases stand has strengthened relationships and set us apart.”

With everything in one place, we can track every enquiry and respond faster

As a result, introducers are more engaged, referrals are stronger and client relationships last longer.

Scaling for long-term growth

With a 40% revenue growth target, Q Financial needed more than a CRM, it needed a platform to scale with its ambitions.

“We can see exactly what’s in our pipeline, where revenue is coming from, and how we’re performing. The CRM isn’t just helping us now, it’s setting us up for the future,” says Mackintosh.

Admin used to slow us down. Now, we’re saving at least two hours a day

In today’s market, brokers who don’t scale efficiently risk falling behind. Q Financial chose finova’s Broker CRM not just to manage business, but to accelerate it.

Scan to book a demo and see how leading firms are growing faster and scaling smarter with finova.