Every family deserves a thoughtful response. Bring enquiries, conversations, assessments and follow-ups into one place, and guide each family from first contact to move-in with the context your care team needs ready to follow.
A smoother start to careEnquiry context follows the resident.
LESS ADMIN. MORE CONNECTION.
Clear ownership
Consistent follow-ups
Connected admissions
FROM FIRST CONTACT TO MOVE-IN
More confidence at every
step of the journey.
Give your team the context to respond thoughtfully, follow up consistently and welcome each resident well.
NEW IN NOVA CRMComing soon
Two new voices on
your admissions team.
An AI receptionist that answers every call, and an AI sales agent that calls every new enquiry back. Both work inside Nova CRM, so each conversation lands on the right enquiry, ready for your team.
INBOUND
AI Receptionist
Every call answered, day or night.
Answers families’ questions from information you approve
Turns new callers into enquiries, with the details captured
Books tours, and hands over to your team when a person is needed
Call from a new number21:42 · After hours
Answered by the AI receptionistQuestions answered · Details captured
Enquiry created · Tour bookedThu 11:00 with Asha Khan
OUTBOUND
AI Sales Agent
Every enquiry followed up, in minutes.
Calls new website enquiries while you’re still on their mind
Checks in after tours and when paperwork is outstanding
Moves the stage on and books the next step with the enquiry owner
Listen to four example calls and watch each one update the enquiry.
01 / CAPTURE & ORGANISE
Start with the person. Keep the whole picture.
A new enquiry is the beginning of a relationship. Bring the family’s details, care needs and plans together so your first conversation starts with context.
Website enquiries, calls and referrals in one pipeline
Separate details for the enquirer and person receiving care
Clear owners, follow-up dates and enquiry sources
Enquiry profile
MR
Meera Rao
New enquiry · Website
Assigned
EnquirerPriya Rao · Daughter
Care needsMemory care
Preferred move-inOctober
Enquiry ownerAsha Khan
The family and the person receiving care, connected.
Connected in NovaIllustrative data
02 / CONVERSATIONS & FOLLOW-UPS
Keep the conversation moving.
Give every enquiry a clear next step. See which follow-ups are due, spot enquiries that have stalled, and keep family correspondence with the lead.
Email families from the enquiry record
Reusable templates and timed follow-up sequences
Notes, mentions and activity history for your team
Family conversations
Your visit to Maple HouseTo Priya Rao · From the admissions team
Hi Priya,
It was lovely to meet you and your mother today. Here is the assessment form we discussed. We’re here if you have any questions.
Warm wishes, Asha
Welcome email Sent Follow up after the visit Scheduled Family replies On the enquiry
Connected in NovaIllustrative data
03 / ASSESSMENTS & PAPERWORK
Prepare together. Welcome with confidence.
Gather the information your team needs before move-in. Connect the paperwork to the admissions journey, so everyone can see what is ready and what comes next.
Tour records, assessments and admission applications
Forms completed by staff or sent to families
Documents and required forms linked to pipeline stages
Ready for the next step
Admission checklist
Meera Rao · Assessment
Tour visit recordComplete
Care needs assessmentReceived
Application for admissionWith family
Move-in checklistUp next
Keep the paperwork with the person.
Connected in NovaIllustrative data
THE NOVA DIFFERENCE
A new resident. A familiar story.
Turn an enquiry into a resident or day-care client record. Carry forward captured intake details, documents and billing history, with the original enquiry still in reach.
Captured context follows the person. Clinical information remains subject to your team’s review.
VISIBILITY FOR LEADERSHIP
See where interest becomes a new beginning.
Understand enquiry sources, conversions, response times and lost reasons. Follow enquiries received in a selected period through to where they are today.
Yes. Enable your organisation’s website enquiry form and share or embed it on your website. Submitted enquiries enter the intake stage in Nova, ready for your team to follow up.
Can we organise the pipeline around our admissions process?
Yes. Organise your stages, assign enquiry owners and follow-up dates, and connect required forms to the relevant stages. Board and table views help your team keep track of the next step.
Can families complete forms before admission?
Yes. Send families form links for assessments and admissions paperwork. Staff can also complete forms in Nova, keeping the responses and documents with the enquiry.
Can Nova help with follow-up emails?
Yes. Use email templates and configured follow-up sequences, started manually or when an enquiry enters a stage. Email connections and sending workflows are configured during setup.
Can Nova answer our calls and phone families back?
Coming soon: an AI receptionist that answers your calls and an AI sales agent that calls new enquiries back, both inside Nova CRM. Callers are always told they are speaking with AI, and each call is saved to the enquiry with a summary and next step.
What carries into the resident record?
Captured intake details, documents and billing links carry forward when an enquiry becomes a resident or day-care client. The original enquiry history remains accessible. Family-reported medications require clinical review before activation.
Can we invoice someone before move-in?
With the Billing add-on, you can send an eligible lead a one-off invoice for a deposit, assessment or other pre-admission charge. Recurring billing can be set up once they are a resident.
A BETTER START TO CARE
Give every family a
smoother path to care.
See enquiry management, admissions and the handover to care working together in Nova.
Book a demo 
Admissions pipeline