CRM
CRM Implementation
CRM ecosystem — post-acquisition, with 200 workers, multi-stream NDIS funding, and an accelerated go-live.
Year :
2023
Industry :
Healthcare
Client :
Independence Australia
Project Duration :
32 weeks
Problem :
One acquisition, two systems, one workforce
Following Mergers and Acquisitions, two separate rostering and client management systems were running simultaneously. A 200-strong direct care workforce and 20–40 admin staff across Sydney and Victoria were caught between them. A multi-stream funding model — NDIS, Fee for Service, Department of Justice, and iCare — couldn't interface cleanly across systems, leaving billing accuracy compromised and payroll reconciliation entirely manual. Clients had no single source of truth for their care records. The cost of dual systems and the compliance risk of NDIS claims errors made unification urgent.
Challenge :
100+ .config tables, two awards, one deadline
System configuration required mapping across 100+ CRM maintenance tables — roster settings, award interpretation, funding bodies, rate schedules, and permissions — with no global department-level flexibility. Data migration ran three full trial cycles before production go-live, each requiring extraction specification and IAT cleanup. Payroll and invoicing exports required separate development outside the original SOW. And an already compressed timeline was accelerated further — from November 2023 to 29 January 2024 — demanding parallel workstreams and rapid SME decision-making across both organizations.
Solution :
Four coordinated streams to one unified platform
Implemented the single unified platform across four parallel streams: system configuration consolidating roster rules, services, rates, and workflows into the one company instance; data migration moving 200 active clients, 200+ support workers, and all associated funding details through three UAT trials before production cutover; payroll and invoice export specifications routing data to payroll and ERP systems independently; and the CRM mobile app rolled out to the entire support worker base for real-time time-and-attendance capture and care notes.
Summary :
One system, 200 workers, all funding streams live
Post Acquisitions, two entities now operate from a single CRM instance serving 200 support workers and 40 admin staff across NSW and Victoria. All four funding streams — NDIS, Fee for Service, Department of Justice, and iCare — are correctly categorised and billable per funder requirements. Support workers clock in via CRM mobile app in real time, eliminating manual time capture. The business moved from dual-system, manual cross-entry to automated, auditable workflows — reducing billing cycle time and improving care record accuracy across both entities.
Our Approach
From initial concept to final delivery, our process is built around clarity and collaboration. We begin with a deep discovery phase to understand your goals, followed by iterative design and development cycles that keep you informed at every step. The result is a polished, purposeful product that truly reflects your vision.
