KinCare
KinCare are the largest provider of in-home care in Australia, with 2,000 staff serving over 10,000 customers. KinCare deliver on their vision of “better health and well-being” by providing high-quality personal care in areas such as Respite, Nursing and Domestic Assistance, and this commitment has allowed them to achieve 25% year-on-year growth despite significant industry competition.
The Challenge
Aged care services is a rapidly expanding market in Australia, expected to grow 6% p.a. for the next five years and be worth $24.5bn in 2021. The current ‘Living Longer, Living Better’ federal reform package is increasing competition in the industry, with transition towards consumer-directed care making it important for existing operators to maximise customer satisfaction.
Realising this reimagining required unity of strategy across KinCare, and a critical component of that is a unified information platform. The company opted to use Salesforce as their platform of choice due to its ability to cater to multiple business functions. Salesforce’s ability to differentiate between different types of records and present individual perspectives of the same data source meant it would enable KinCare to replace their ageing Lotus Notes infrastructure, which had become fragmented due to each department maintaining their own separate instance. And because Salesforce is hosted in the cloud, implementing it would also save KinCare on server maintenance costs.
The Solution
DataColada undertook the consolidation of the existing Salesforce Community and OrchestraCMS website to ease user engagement and enable rich functionality with content personalisation.
The end product brings KinCare’s disparate business areas together onto a cloud-based platform that is scalable, collaborative and agile, giving KinCare staff the ability to maintain open lines of communication and deploy new products rapidly, while allowing for future growth and expansion.
The Benefits
- A unified platform to deliver a unified company vision and increase collaboration
- $400,000 saved annually through field staff route optimisation
- The ability to rapidly take new products and services to market
- Empowering consumers in an age of consumer empowerment
- Increased reliability of service delivery
