How Novated Lease Australia revitalized customer experience, with Aircall.
When Novated Lease Australia (NLA) launched in 2022, it entered a competitive market with a bold ambition: to revamp and simplify novated leasing.
Novated leasing is a salary packaging agreement where an employer leases a car on an employee’s behalf, and the lease payments are deducted from the employee’s pre-tax salary. From day one, NLA saw an opportunity to improve the process. By eliminating Goods and Services Tax from the purchase price, and bundling all running costs into one easy lease, they help customers save thousands upfront.
And how do they do this? With innovative technology. As a fast-moving start-up, they needed a platform that would scale quickly, integrate their voice communications with their CRM, and automate repetitive work so agents could focus on customer experience. That’s why Aircall was the perfect fit.
"Aircall has driven great response times and simplified how we manage calls. We've been able to deliver a more personal and consistent experience, which is core to our values."
-Kristy Lake, Chief Operating Officer, NLA
Kristy Lake, Chief Operating Officer, shares her thoughts on why great conversations are vital to NLA, and how having a powerful, integrated communications platform has supported their mission to redefine customer service in novated leasing.
The challenges of a start-up
"Voice communication was going to be a key part of delivering personalized, high-quality service, so getting the technology right was critical."
In launching a business from scratch, Kristy knew that integrated communications would be essential. So, NLA had some necessities in mind for its communications platform:
Scale easily and support rapid business growth,
Deep integration with NLA’s CRM and tech stack,
Deliver a seamless voice experience for customers,
Help internal teams respond quickly and efficiently to inquiries,
Simple setup
Kristy adds, “We wanted technology that could grow with us, offer visibility into call management, and ensure our customers received the tailored support they deserve.”
The solution
The team at NLA came across Aircall through research and recommendations, and the platform quickly stood out, as it could fulfill their requirements:
Cloud-based platform for simple implementation and scalability
Easy integrations with the CRM and business tools NLA already had in place
Built with modern, growing businesses in mind
Competitive pricing
Intuitive, user-friendly interface for efficient call handling
"Aircall's cloud-based system and its integrations with CRM tools made it the perfect fit. It was designed for growth, and easy to deploy, which was crucial for us as a fast-moving start-up."
In addition, features like Call Recording, and Analytics dashboard were going to be crucial in working efficiently, maintaining customer support quality, and monitoring performance.
The results
1. Great customer experience
From day one, NLA has successfully delivered consistent, high-quality customer service. Features like Call Recording and real-time analytics have allowed their team to monitor and manage call quality effectively.
2. Scaled growth without friction
NLA’s rapid growth has been due to their exceptional customer experience, supported by a platform that’s scaled alongside their customer service team. In centralizing their systems and using productivity features such as filters, tags, and Click-to-Dial, agents can handle growing customer inquiries, and maintain seamless operations across multiple offices.
"The ability to scale without compromising on customer experience has been a huge win for us," Kristy shares. “Aircall allows us to deliver a faster resolution for customers, which also increases retention.”
3. Tangible impact from the start
NLA’s vision to set the pace in novated leasing through exceptional experiences has consistently come to fruition since the beginning:
First-call resolutions have been a key focus, making sure that customers get the help they need right away.
Customer satisfaction scores consistently reflect the team's commitment to providing a seamless experience.
Team productivity has flourished with intuitive tools that streamline workflows and foster better collaboration.
These successes have led them to take huge steps towards their purpose of empowering a simple, accessible and cost-effective way to drive.
"Real-time metrics allow us to optimize constantly, and the data we get from Aircall helps us fine-tune our processes," highlights Kristy.
4. Simplified team workflows
The NLA team has also streamlined their workflows through effortless integration with their CRM. Aircall ensures that all customer interactions are logged automatically, providing teams with accessible and up-to-date information.
"Aircall has removed the need for multiple systems, freeing up more time for our team to focus on delivering great service," Kristy explains.
Looking ahead
Driving innovation and sustainability
NLA plans to continue its rapid growth trajectory, with a strong focus on electric vehicle novated leasing as sustainability becomes a priority in Australia. Kristy notes,
"We’re seeing a huge opportunity to lead the EV novated lease market. Aircall will play a big part in helping us scale while maintaining exceptional service."
Exploring AI-driven solutions
Looking to the future, NLA is eager to explore Aircall’s AI-driven features to take their voice solutions to the next level. Kristy says,
"AI tools are definitely the future of voice communication. They’ll help us work smarter and continue delivering personalized, efficient service."
Advice for growing businesses
To other businesses experiencing rapid growth, Kristy offers this advice:
"Invest in the right technology from day one. Find a solution that scales with you and sets an operational foundation you can rely on. And don't underestimate the value of voice communication—it can be the difference between a transactional service and a memorable one."
More than a business phone
Novated Lease Australia has found a true growth partner in Aircall. By streamlining operations, enhancing the customer experience, and providing real-time insights, NLA is delivering on its mission to make novated leasing smarter, more transparent, and accessible for Australian businesses.
Are you ready to transform your customer communications? Discover how Aircall can support your business goals today.