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Partner Case Study: Streamlining Growth

Supporting the Aged Care Community Through Streamlining and Empowering Exponential Growth

Client Overview

A Cloud Voice & Data partner, who is an Aged Care Provider located on the North Coast of NSW, presently operates from Tweed Heads down to Yamba and West as far as Casino and Kyogle. The organisation is committed to delivering the best in-home aged and disability care, to help people achieve and maintain independence.

Their highly trained caregivers and registered nurses work with care recipients to set goals, gain confidence, complete tasks more easily and enhance their social connections and well-being.

It had undergone significant growth across the region in its 12 months of operations, fast becoming one of the leading providers of in-home care across one of Australia’s fastest-growing regions.

Initial Challenges

Despite their growth, this Aged Care Provider faced the following IT challenges:

  • Operational delays were caused by unreliable IT infrastructure.
  • No standardised approach to Helpdesk support, impacting the ability to record IT issues and identify small issues before they become larger, underlying business problems.
  • Lack of infrastructure monitoring limited the capacity to track IT project metrics.
  • Lack of centralised reporting of IT issues slowed responsiveness and increased user frustration.
  • Its parent company requirements for new information security and device management initiatives.
  • Caregivers having no standardised devices, configuration or business software application access beyond the baseline requirements. This was impacting the ability to strengthen business collaboration, increase data collection and deliver work due to potential hardware or access issues.
  • Need to ensure high levels of data security compliance due to government requirements.

Business Drivers

  • The need for a scalable, efficient, and future-proof IT environment.
  • Enhanced security to meet new parent government compliance requirements.
  • Improvement in IT service delivery to support ongoing business growth and service excellence.
  • Need for a tailored digital roadmap to align its technology stack with its business requirements.

Strategic Plan: Led by its executive team this Aged Care Provider sought out a suitable managed services provider. This process revealed significant gaps in their existing IT strategy, highlighting the need for a proactive approach to IT support. It is a forward-facing IT strategy to prevent issues before they arise.

Implemented Solutions

Over nine months, the following projects were rolled out to transform the Aged Care provider’s IT infrastructure and support their exponential growth:

Networking solution:

  • Renegotiated network provider agreements and connectivity services.
  • Standardisation of the network environment to improve business performance via 24/7 monitoring and support services.

M365 consolidation:

  • Transitioned from multiple intranet solutions to a consolidated SharePoint environment
  • Empower employees through easier accessibility to required information.

Data monitoring and performance insights:

  • Implemented systems for future data monitoring to gain performance insights, along with gathering better business intelligence.

IT support services and client management:

  • Utilisation of managed services provider to access ongoing support
  • Client engagement program to ensure implementation of digital roadmap over three years to provide the business with the ICT infrastructure for growth.
  • Online ticketing system for tracking issues, resolution efforts, and strategic impact, providing the right level of IT support to empower end-users.

Delivery of unified communications system

  • New unified communications system designed to empower the business
  • Delivery of greater client insights
  • Support for staff by providing them reliable Telephony services.

Outcomes

Operational efficiency:

  • Enhanced connectivity and communication for both office and remote staff.
  • Greater efficiencies across the business due to consolidation of critical business infrastructure (IT, internet and voice services).

IT Visibility and control:

  • Greater visibility into IT metrics and support tickets, enabling tracking of IT project outcomes.
  • Ability to identify and address underlying issues impacting service delivery.

User empowerment:

  • Staff felt more connected and empowered, with easier access to IT support.
  • Improved relationships between employees and IT infrastructure.

Client Feedback

The internal client lead highlighted the transformative impact of the IT overhaul:

  • Improved strategic change and service delivery due to better IT visibility and tracking.
  • The company moved from reactive to proactive IT management, eliminating operational delays and enhancing overall efficiencies.

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Empower Your Growth

The Aged Care Provider’s engagement with Cloud Voice & Data resolved their immediate IT challenges and positioned them for sustained growth and operational excellence. The strategic IT overhaul provided the necessary infrastructure, security, and support to streamline their growth, evolving business needs and mission to deliver superior home care for their clients. Cloud Voice & Data are always proud to uplift community organisations and help them reach a wider population with much-needed, high-quality care. 

Partner with Cloud Voice & Data Today for IT Excellence and Superior Home Care Delivery, to Streamline and Support your Growing Community Work.