How Nuvo uses automation to give its teams more time for clients

Nuvo has grown rapidly, much of it through acquisitions. To keep delivering personal, proactive client service at that scale, it needed to take time and friction out of everyday processes. 

With FYI, Nuvo’s accounts, tax, audit and payroll teams now work from the same client record, with documents, workflows and practice information in one place. That makes it easier to bring in the right expertise from across the group. 

The results are already showing. Through FYI’s automated reminders and secure client portal, Nuvo has reduced the average time taken for clients to provide their records by 37% across the teams measured, so its people spend less time chasing information and more time supporting clients.

The challenge: Different systems, different ways of working

For Nuvo, growth has brought exciting opportunities, but also increasing operational complexity.  

As the firm expanded through acquisitions, its teams needed to manage more clients, coordinate services across different offices and maintain a consistent approach to delivering work.  

“Nuvo has grown quite a lot over the past few years. We’ve had quite a few acquisitions,” explains Daisy-Mae Pearson, Accountant at Nuvo.  

Each acquisition brought its own systems and ways of working. Information sat in different places, the same details were often updated more than once, and it was harder for teams across offices to work from a single, consistent picture of each client. 

Ben Knapp, Chief Operating Officer at Nuvo, recognised the need for a more connected approach. 

“As we grew, we recognised around five years ago that we needed a unified system for workflow and document management.” 

The firm needed a solution that could support its current operations while providing the flexibility to continue growing.  

Bringing everything together with FYI 

When evaluating practice management solutions, Nuvo wanted a platform that could connect its key operational processes and bring every office onto a common way of working. 

FYI offered an opportunity to bring workflow management, time and billing, and document storage together in one system. For Ben, bringing these functions together has been one of the most valuable aspects of FYI. 

But it wasn’t just FYI’s functionality that stood out.  

For Nuvo, finding a technology partner willing to understand its requirements and accommodate the way the business worked was equally important. After evaluating several solutions, the flexibility of FYI and the collaborative approach of the team helped set it apart.  

Security was also a key consideration. With sensitive client information being managed across multiple offices, Nuvo valued FYI’s integration with Microsoft single sign-on and SharePoint, supporting its approach to secure document management and sharing.  

One way of working across every office 

One of the most immediate benefits of FYI has been giving Nuvo’s teams a central place to access and manage information.  

Previously, staff often needed to update the same information in multiple systems or search across different files to find what they needed. With FYI, that information is now managed centrally, reducing duplication and helping teams work more efficiently. 

For Sam Haire, Business Operations Manager at Nuvo, having everyone working from the same information has made a significant difference. For a firm with over 25 offices, having access to up-to-date information makes it easier for teams to collaborate and follow the same processes. 

Every office now produces work in the same format. “Just having that standard output is a game changer,” Sam adds. 

By bringing every office onto the same platform, Nuvo has established a more consistent approach to managing its day-to-day operations.

Less chasing, more time for clients

For Nuvo, automation isn’t just about improving internal efficiency. It’s helping teams deliver a more proactive, responsive service to clients. 

The clearest impact has been on how quickly clients get their records in.

With less time spent chasing information, teams can complete accounts and VAT returns sooner, giving clients more time to understand their financial position and plan ahead. 

Joined-up advice across the group

Because Nuvo’s accounts, tax, audit and payroll teams all work from the same client information in FYI, opportunities no longer get lost between teams. When an accounts team spots something during the year, such as a chance to review profit extraction, a potential R&D claim or a client approaching audit thresholds, the right specialists can pick it up with the full picture, without the client having to repeat themselves. 

That joined-up view is what allows Nuvo to offer proactive advice rather than reactive compliance, and to connect clients with wider group services such as HR, recruitment and legal support as their needs grow. 

For Daisy-Mae, one of FYI’s most valuable features is the ability to see exactly where work stands. 

This visibility helps Nuvo’s teams stay across work in progress, and when someone is away, colleagues can pick up work with the information they need, so clients continue to receive joined-up support. FYI is also supporting a more streamlined approach to client onboarding, helping ensure the right information is captured and accessible across every office. 

For a business that continues to expand through acquisitions, this is especially important, giving every office the same view of each client.  “Having that centralised point with FYI has been essential to our growth.” Daisy-Mae Pearson, Accountant, Nuvo.

A partnership built for continued growth

As Nuvo continues to grow, having the right technology in place is helping the firm connect its teams and give them more time for the personal, proactive service its clients expect. 

By reducing administration, improving visibility and automating everyday processes, FYI is giving Nuvo’s teams more time for clients, and making it easier to bring the right expertise from across the group to every client relationship.