At a Glance

• Business: Cheshire Surveys Ltd
• Location: Cheshire
• Project: Capsule CRM implementation
• Key Outcomes: Centralised client and project information, improved efficiency, increased turnover, better communication with clients, and stronger business continuity

About Cheshire Surveys

Cheshire Surveys Ltd is a specialist surveying practice providing professional surveying services for homeowners, builders, and the public sector. Led by Louise Hilder, the business combines technical expertise with a strong client-focused approach.

With the business growing, Cheshire Surveys needed a better way to manage client data, quotes, and projects. Information was scattered across different systems and formats, making it difficult to gain a clear overview of activity, track performance, or plan strategically.

The Challenge

When VK Business Consulting first met with Cheshire Surveys, the business faced several key challenges:

• No centralised system: Client and project data was spread across different platforms, making it difficult to see everything in one place.
• Lack of visibility: The team relied on gut feel rather than facts to understand what was driving the business, such as seasonal trends or client behaviour.
• Dependence on individuals: Much of the knowledge was held in people’s heads, creating risks for business continuity.
• Reactive working style: Without clear visibility, the business was often reactive rather than proactive, with tasks and client management feeling sporadic.

Louise recognised that for the business to grow sustainably, a more transparent and efficient system was needed.

The Solution

VK Business Consulting supported Cheshire Surveys in implementing Capsule CRM, designing the system around their processes and needs.

Key steps included:

• Centralising client and project information: Capsule became the single source of truth for all client interactions, quotes, and project updates.
• Improving qualification and filtering: New processes were introduced to help the team quickly identify strong enquiries, while tagging and tracking helped flag time-wasters and repeat issues.
• Supporting financial alignment: Working alongside Xero allowed better budget setting and financial visibility, complementing Capsule’s client and project management.
• Empowering the team: Capsule was designed to reduce dependence on individuals, ensuring information was accessible across the business and that team members could take greater responsibility.
• Reporting and insights: Capsule’s reporting gave Louise real-time visibility of pipelines, client activity, and trends, helping with decision-making and strategic planning.

The Results

Cheshire Surveys has experienced significant benefits since adopting Capsule CRM with VK Business Consulting’s support:

• Turnover growth: Despite a financially tight year, turnover rose by £60,000, without adding new fee-earning staff. This was directly attributed to the efficiency gains of having a CRM.
• Efficiency gains: Quotes are now processed more quickly and accurately, helping the business respond faster to clients while maintaining quality.
• Better communication: Clients now receive timely acknowledgements and updates, improving the customer experience.
• Stronger business continuity: Information is no longer siloed in individuals’ heads. Capsule ensures the whole team can access and update client and project data.
• Data-driven decisions: Louise and her team now use real-time visibility to guide pricing, resource planning, and business strategy, rather than relying on instinct alone.

Client Highlight

“Capsule creates transparency, which allows us to make decisions and drive turnover. Rather than guessing each month, we’re seeing what’s happening.” – Louise Hilder, Director, Cheshire Surveys Ltd

Louise also reflected on the wider impact:

“We’ve never had that jump in turnover without adding more staff. Capsule has allowed us to work quicker and more efficiently, giving us consistency and better client communication.”

Lessons Learned

Get the timing right: Implementing a CRM requires commitment. It’s important to choose the right moment for the business.

• Prepare in advance: Clean data and clear processes make CRM implementation much smoother.
• Make it a team effort: Involve key staff early on to secure buy-in and ensure the system works for everyone.
• Expect it to evolve: A CRM isn’t static. It needs ongoing tweaking and refinement as the business grows.

Louise summed it up:

“If you want your business to be sustainable, you need transparency and visibility of your clients and projects. Software like Capsule helps you achieve that, but you still need the human element- it’s there to enhance your business, not replace it.”

Outcome

Cheshire Surveys now has a centralised, transparent CRM system that supports growth, improves client communication, and enables data-driven decision-making, helping the business achieve record turnover.