Insights from Novuna Business Cash Flow‘s journey toward more streamlined, customer-focused operations – in their own words.
Watch the interview with Susan Toon, Head of Operations:
A focus on innovation and customer experience
Novuna Business Cash Flow supports businesses across the UK with dependable working-capital solutions. As the organisation has grown, so has its focus on improving how work gets done and how customers are served.
For Susan Toon, “delivering innovative solutions and outstanding customer experience is really important to us,” and this means regularly reviewing internal processes and removing the clunky steps that slow teams down. Streamlining day-to-day work allows colleagues to concentrate on the activities that bring the most value to customers.
Selecting a platform to support growth
As Novuna Business Cash Flow evolved, the business reached a point where its previous system no longer offered the flexibility or digital capability required. Susan explains that “we originally chose to partner with Lendscape because we’d outgrown our previous system,” and the organisation needed a platform that could support a more modern way of working.
Lendscape provided a strong fit for Novuna Business Cash Flow’s direction of travel. According to Susan, “Lendscape offered something that enabled us to grow in a technical and digital way, which is what we’ve aspired to.” She also highlights the strong alignment between both organisations, noting that “we are really aligned on the data aspects, driving forward change and enabling technology to help us achieve all of our goals.”
Technology creating space for people
Beyond the benefits of the platform itself, Susan reflects on the broader opportunities that data and technology are creating for the team. She believes that this shift “gives real opportunities for our teams, our employees to really upskill and develop in different ways.”
With a wide mix of skills across the organisation, new tools enable colleagues to step forward, contribute in new ways, and ultimately help Novuna Business Cash Flow deliver more for its customers and clients.
Approaching change the right way
Susan also shares her perspective on what makes transformation work. She emphasises the importance of involving the people closest to the work, explaining that “it’s really important to engage your teams because at the end of the day, they are the people that are on the coalface.”
For Susan, meaningful change relies on understanding what teams do and why they do it — and giving them space to offer their own ideas. As she puts it, “you can’t affect change without understanding what they’re doing, why they’re doing it, and giving them the opportunity to put forward how they think it could improve.”
Hear the full story
To hear more from Susan about Novuna Business Cash Flow’s priorities, their partnership with Lendscape, and their view on data, technology, and change, watch the interview above.
