Start with the jobs, not the features
Write down three things that go wrong today, in plain words. For example:
- “Website enquiries sit for two days before anyone replies.”
- “We send quotes and forget to chase them.”
- “The crew turns up without knowing what the customer was promised.”
Those three jobs are your test. Any CRM you shortlist should make each of them easier on day one. A long list of features you will never turn on adds cost and clutter, not value.
Work out who needs access
Count the people who will log in, and what each of them needs to do. A sole trader, a two-person office and a team with separate sales, office and field staff need different things. Ask:
- Does everyone need to edit everything, or should some people only see their own customers?
- Will contractors or casual staff need access?
- Who will set the system up and look after it?
Per-user pricing means the answer has a direct cost, so be honest about who really needs a seat.
Add up the real cost
Compare the total monthly cost for your team, not the headline price per user. Check:
| Question | Why it matters |
|---|---|
| Is the price in Australian dollars, and does it include GST? | Overseas pricing moves with the exchange rate and may be shown without tax. |
| Which plan includes the tools you listed? | Forms, automation and reporting are often on a higher tier. |
| Are there record limits? | Free and entry plans often cap contacts or deals. |
| Is there a minimum term or setup fee? | Annual lock-ins are common with larger vendors. |
| What do add-ons cost? | Email sending, storage and integrations are sometimes extra. |
Ask where your data lives and how you get it out
Customer information is valuable and, depending on your business, may be subject to privacy obligations. Before you load anything real, find out:
- Where the data is stored, and which other companies process it on the vendor’s behalf.
- How you export your records if you leave, and in what format.
- Who at your business can see, change and delete records.
- How the vendor handles access and deletion requests.
Our Privacy Act guide explains the obligations that may apply to you.
Run a two-week trial on real work
Demos show software at its best. A trial shows how it fits your week. Pick two people and give them the same tasks:
- Import a small, cleaned sample of your contacts.
- Log every new enquiry for two weeks and give each one an owner.
- Move a few real deals through your stages.
- Send at least one quote.
- Ask the other person to find a customer’s full history without help.
Note where people got stuck. If something simple took three clicks too many, it will annoy you every day for years.
Questions to ask the vendor
- Is support based in Australia, and how do we reach it?
- What happens to our data if we cancel?
- Can we change our pipeline stages and fields ourselves?
- Can we start with a small team and add people month by month?
- What is on the roadmap, and what is already available today?
Be wary of answers that describe what a product will do rather than what it does now.
Red flags during evaluation
- Pricing that isn’t published or changes after the demo.
- No clear way to export your data.
- Basic features locked behind expensive add-ons.
- Answers that describe future features rather than current ones.
- Pressure to sign an annual contract before you have tried it.
Where NovaSoft One fits
NovaSoft One is built for Australian small businesses that want sales, quoting, jobs and service in one place. It is free for up to 2 people, and paid plans run from A$15 to A$69 per active user per month, excluding GST, billed monthly with no lock-in. Customer data is stored in Sydney. Compare the plans on the pricing page, or start free and run the trial above.
Common questions
How many CRMs should we trial?
Two or three at most. More than that and the comparison turns into a feature spreadsheet rather than a test of real work.
Should we pay for setup help?
For a small team with a simple process, usually not. If you have complex workflows, many users or a lot of historical data to move, help can save time.
This guide is general information for Australian businesses, not legal, tax or financial advice. Check anything specific to your situation with a qualified adviser or the relevant government agency.