The challenge: Replacing a legacy system at scale

Avison Young is a global commercial real estate services agency that provides property management, consulting, and transaction services. Known for their client-centric approach and appetite for innovation, they actively seek technology partners that match their ambition.

In 2024, Avison Young (AY) partnered with Kato to deliver a transformative CRM deployment across its UK transactional business. The objective? Replace a legacy system and unify 230+ users across 41 teams with a modern, intuitive platform that could scale.

The scope was substantial: over 200,000 disposal, requirement, company, contact, and transaction records needed migration - alongside 70,000 files. On top of that, Kato built two new features, delivered three key updates, integrated 11 portals, and uploaded approximately 50 marketing lists to streamline operations.

“Kato has been exceptional in supporting our teams, right from the initial stages through to completion.”

says Faye Bugovics, Digital & Performance Marketing at Avison Young.

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The transformation: Driving adoption through support and partnership

This wasn’t just a system upgrade - it was a significant change management effort. Kato collaborated closely with senior leaders and end users to ensure everyone felt supported. Training was delivered by property sector, by job function, and even via one-to-one coaching for those who needed extra help.

“We had very resistant teams and in response Kato have done everything and more to support us, effectively holding our hands throughout the process,” Faye recalls.
“Chris and Katie in the Customer team gave continued and detailed support - nothing was too much trouble.”

Despite early resistance, adoption climbed quickly. AY now has 80% daily active usage, fuelled by internal incentives, team-based competitions, and the use of gamification to encourage engagement.

“I would recommend Kato as a partner in commercial real estate without any hesitation. Not only is the product fantastic, but the customer service also goes far beyond what other suppliers provide.”

The impact: Real results, recognised success

Beyond improved user experience, the platform delivered measurable impact. Leadership now has visibility over team activities, and data insights are informing better commercial decisions.

“One of our portals doesn't demonstrate value in ROI - we now have the data to back this up, and that alone has paid for itself in terms of marketing spend,” states Faye.

Kato’s ability to balance enterprise-level delivery with start-up agility didn’t go unnoticed.

“They ably manage large-scale corporate companies with the energy of a start-up,” Faye adds. “They ensured a smooth transition and were a huge support for me being the project lead.”

Looking ahead, Kato and AY's partnership continues to aid adoption and engagement, ensuring ongoing value from Kato Pro with quantifiable ROI and trackable KPIs.

And the results speak for themselves:

Testament to the success of their adoption, Avison Young even won Kato’s 2024 Digital Transformation Agency of the Year award!

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