The challenge
This disability services organisation supports people and their families through a range of community and daily-living services. Coordinating that work requires service bookings, operational information and billing to stay connected.
The provider wanted a clearer view of services delivered and the information used for billing. The work needed to address repeated handling between systems while helping the internal team manage and improve Salesforce with greater confidence.
Service-to-billing continuity
Booking and operational information needed to flow into billing without repeated entry.
Internal capability
The team wanted practical support and knowledge transfer alongside platform improvements.
What we did
8Squad assessed the platform and embedded specialists alongside the internal team to address process, integration and data issues.
Assess the whole process
Discovery covered billing, data warehousing and the enhancements needed to support day-to-day work.
Connect systems and improve data
New integrations replaced legacy connections and reduced duplicated handling.
Build internal capability
Ongoing support and knowledge transfer helped the team develop greater system ownership.
What changed
Integrated workflows improved billing visibility and the transparency of service information. Knowledge transfer helped the internal team take greater responsibility for managing the platform.
| Focus | Goal | Delivered capability |
|---|---|---|
| Billing oversight | Connect services delivered with billing information | Integrated workflows with clearer service and billing visibility |
| Platform ownership | Build the team's ability to manage the system | Ongoing support and knowledge transfer alongside delivery |
