Customer stories · Melbourne, VIC
From whiteboard to digital: how Tanzanite Pools were up and running in a week
- Customer
- Tanzanite Pools
- Location
- Melbourne, VIC
- Work
- Pool construction
- 1 weekto go live
- 50–80pools per year
Before Neptune
The challenge
Tanzanite Pools is a Melbourne-based pool builder constructing between 50 and 80 pools per year. Before Neptune, the business had no formal systems in place. Jobs were tracked on a whiteboard, paperwork lived in manila folders, and there was no customer database at all. Decisions were being made with limited information, and keeping on top of leads, projects and customer communications was a constant challenge.
- No customer database
- Jobs tracked manually on a whiteboard
- Paperwork scattered across manila folders
- No visibility across leads or project status
- Customer communication inconsistent and hard to track
- No way to measure business performance
“We were running blind. No database, no system, just a whiteboard and folders. We had no real visibility of where anything was.”
The solution
Built for builders, easy for everyone
Justin Wellman came to Neptune with no prior CRM experience and no existing digital systems to migrate from. Onboarding was designed around exactly that: practical, straightforward and supported at every step.
Rather than overwhelming the team with every feature at once, onboarding focused on getting the core setup right first. Within a week, Tanzanite Pools had a working system with everything in one place.
“I've looked at other systems but they were complicated with long setup times. Neptune is different. I'm not the most tech savvy person, but it's so straightforward and easy to use, I was fully set up within a week with everything in one place. This is game changing for my business, for how we communicate and how efficiently we operate.”
The results
What changed
- Operational clarityEverything in one place. No more whiteboards, folders or searching through emails.
- Up and running in a weekFull setup completed within seven days, with no prior systems or CRM experience.
- A professional customer experienceConsistent, structured communication from first enquiry through to handover.
- Game-changing efficiencyA significant improvement in how the team communicates and manages projects day to day.
What made it work
- Guided onboardingPersonalised setup support from day one, not a generic help doc and a good luck.
- An intuitive platformDesigned by a pool builder, so the logic of the system mirrors the way a building business actually operates.
- Everything in one placeAll customer information, documents and project updates moved off OneDrive and into a single system.
- Ongoing supportUnlimited follow-up training, so the team keeps getting more from the platform as confidence grows.
The impact wasn't limited to the back office. The way the team interacts with customers changed immediately, and Pool Planning Consultant Shannon Rose Innes noticed the difference from day one.
“Neptune has made the whole customer interaction process so much more professional. It's easy to use, and the difference in how we present to customers and manage their journey is night and day.”