The (New) Normal Australian Business is Digital

KinCare, an Australian-based organisation providing home care for elderly people and people with disabilities was facing serious ICT challenges following a merger.

The organisation more than doubled its size following the merger. At the same time was facing a shortage of capital to fuel the investment in extra IT infrastructure.

The organisation moved its business IT systems to one location to minimise business disruption and maximise the level of service to its customers.

KinCare’s field staff can now access important data from their smart devices, using the Cloud-based Customer Management System (CRM) to capture client information on the go.

The CRM application lets mobile field staff perform important tasks even when out of office, hence maximising productivity and client satisfaction.

• Search and update client records
• Coordinate meetings and book appointments
• Register clients’ requirements

• Travelling back to the office to complete admin tasks is no longer a necessity for field staff. This way, more time can be spent with clients.
• Data is hosted in Australia and customer information are more secure. Increased security with ISO 27001 accredited Telstra NextIP network.
• Redundancy and accessibility.
• Flexibility and agility – Resources are moved onto a single, fully managed platform, meaning internal IT staff can now focus on strategic initiatives.
• Saved $300,00 on capital expenditure, allowing investment in innovation and service delivery.

Ultimately, the organisation enabled smart transformation by leveraging technology. The merger gave KinCare an opportunity to reassess the way its staff and operations deliver value to customers around the country.