Business Transfer Group — including Blacks Business Brokers, the UK’s number one business broker — had been using their CRM since 2011. Over time it became the backbone of their operations.
But growth had exposed a critical bottleneck. Hundreds of enquiries were arriving every day, at all hours. Each one required significant manual work to process. The same people handling admin were the ones who should have been closing deals.
The operational drain: The team was spending 6+ hours every day on repetitive admin — data entry, checking details, sending acknowledgements, chasing NDAs. Time that should have been spent on high-value sales conversations was being swallowed by busywork.
The customer experience gap: Overnight enquiries weren’t being touched until well into the next working day. In an era where customers expect instant responses, this delay was creating a poor first impression — and costing them business to faster competitors.
The root cause wasn’t the people or the tools. It was disconnected systems and manual processes that simply couldn’t scale with the business.
These days, customers want instant responses. If we don’t deliver that, particularly to initial enquiries, we lose the momentum with the customer.
