How Furnley House enhanced operational efficiency with Finova Broker CRM

Read how Furnley House optimised its adviser and client journey with Finova’s Broker Platform—streamlining workflows, enhancing data management, and improving customer retention rates.

Introduction

Furnley House is a multi-award-winning independent financial planner and mortgage broker, founded in 2013. The company delivers high-quality financial solutions to private individuals, families, business owners, and corporate clients, helping them achieve their financial goals.

The challenge

Furnley House faced several operational inefficiencies that limited its ability to scale effectively:

  • Outdated CRM system: The previous system was designed primarily for independent financial advisers (IFAs), making mortgage broking workflows cumbersome.
  • Poor fact-finding tools: Advisers struggled with an inefficient data capture process that slowed down client onboarding.‍
  • Lack of process automation: Manual administrative tasks consumed valuable time, reducing productivity and delaying client interactions.

The solution

To address these challenges, Furnley House implemented Finova’s Broker CRM platform, achieving:

  • Tailored system configuration – A CRM designed specifically for mortgage brokers, improving usability and efficiency.
  • Streamlined fact-finding tools – Enhancing data collection and reducing time spent on repetitive tasks.
  • Workflow automation – Reducing manual administration and ensuring advisers can focus on client relationships.
“Speed and efficiency are always a priority within the mortgage space, but especially in the current market. Finova’s platform allowed us to implement process changes instantly, benefiting our advisers almost immediately.”
Nicki Thomas, Head of Adviser Operations at Furnley House
“At Furnley House, there is a before Finova’s Broker CRM platform, and there is an after Finova’s Broker CRM platform. We have seen huge improvements in efficiency and data management, making a significant impact on our business.”
Nicki Thomas, Head of Adviser Operations at Furnley House

The results

Since adopting Finova’s Broker CRM platform, Furnley House has experienced tangible business improvements:

  • Operational efficiency: Advisers can now track customer renewal dates easily, significantly cutting down on administrative time.
  • Automated customer communication: Clients receive timely and professional email reminders for fixed-term renewals, improving retention.‍
  • Optimised data management: The platform eliminates data duplication and integrates seamlessly with sourcing tools, reducing errors.

Through its partnership with Finova, Furnley House continues to refine its operations, ensuring a scalable, future-proof solution that enhances both adviser and customer experiences.

Looking ahead

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