Our first client spotlight could be no other than our longest client – Passmore Group. Nurture has supported Passmore for over the last 10 years, working closely with them to develop their CRM system as their company expanded to new services and markets.
Passmore Group, a family business, was first established in 1965. Since then, they have become one of Yorkshire’s most trusted businesses for full-service home improvements, offering fully project-managed service from design and supply to installation in 5 different areas:
- More Bathrooms: Specialising in bespoke bathrooms, helping clients realise their dream bathrooms, en-suites or cloakrooms
- More Ability: Creating easy-access mobility bathrooms, assisting individuals facing challenges due to age or disability, creating stylish and safe spaces that promote independence
- More Kitchens: Providing tailored kitchen designs for clients to have functional and aspirational spaces
- More Bedrooms: Dedicated to crafting relaxing sanctuaries for bespoke bedroom spaces
- More Build: Offering start-to-finish building services, managing extensions, conversions and alterations to deliver clients’ dream home improvements
Beyond private home projects, Passmore Group also work in the public sector for local authorities and schools. With showrooms in Leeds, Harrogate, Mirfield and Otley, Passmore Group services the Yorkshire community, transforming homes with their comprehensive range of services.
Over the years, our partnership with Passmore has been a collaborative journey centred on innovation and growth. After initially being approached for support in gaining more value from their Dynamics CRM and increasing user engagement, we have constantly adapted the system to scale with the business growth. This adaptable approach has enabled management at Passmore to make informed, strategic decisions thanks to the rich data insights drawn from their CRM. Their CRM system has been nicknamed ‘SID’, a feature we encourage with our clients, so they see their CRM system not as a piece of software, but as a key member of their team that they invest in, continue to develop and support as needed.
As the business grew and developed, so did the system, introducing new functionality bespoke to Passmore, such as a fully integrated labourer recruitment hub, a referral scheme to drive customer engagement and a CAD hub to streamline the design process.
Each of these projects has contributed significantly to improving operational efficiency and cost savings, helping Passmore save thousands of pounds whilst maintaining their high standards of service.
- Recruitment Hub – “The success we’ve had is remarkable. You know, it is to the point where it’s no longer a risk to the business, it’s no longer our Achilles heel. We’ve had better results bringing it in-house than we ever had working with a recruitment agency. I think we’ve saved probably about 60,000 pounds in doing so, and we’ve been incredibly successful.” – Rebecca, Head of Sales & Marketing
- Referral scheme –the development added to the system resulted in a “35% increase in repeat and referral business” – Rebecca, Head of Sales & Marketing, minimal investment bringing significant value to Passmore.
- CAD Project – “What we’ve been able to do, and the efficiencies we have gained, are only a result of having a system and a process built in SID. By having that visibility and that ability to manage and audit and analyse, we have been able to manage a greater workload in house, reducing our reliance on external resource and saving around £5,000 a year.” – Rebecca, Head of Sales & Marketing
“What sets Nurture apart, is the collaborative relationship that is formed over time”
Passmore describes working with Nurture as having a “deep relationship”, adding that “Nurture feels like part of the team”.
Nurture CRM pride ourselves on being more than just a technical partner – we are a strategic extension of your business. Our role is beyond offering just technical solutions, but also an expertise and forward-thinking perspective that supports long-term growth most efficiently. By taking a holistic view of the business and its processes, we can design systems that are not just functional but also have an impact.
The training we provide as part of the Nurture Programme has empowered Passmore to fully understand their system. As a result, they have been able to explore all of Microsoft Dynamics’ capabilities, identify new opportunities, and have innovative ideas – continuing the cycle of collaboration and growth.
