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Leading home care provider uncovers $82 million in unspent funds through digital transformation

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CLIENT Leading Home Care Provider

INDUSTRY Healthcare / Home Care / Community Services

BUSINESS SIZE Large Enterprise (Multi-million dollar package management)

SOLUTIONS Financial Recovery & CRM Digital Transformation

 

The Client

A leading Australian well-being organisation

that offers health, care and wealth management services to its members. 
The Challenge

The client faced a national industry-wide home care challenge:

unspent home care funds amounted to $1.5 billion across all package levels. This underutilisation of funds indicated that clients across providers were being underserved, a problem that persisted despite recent changes to funding models.

The client recognised an opportunity to engage proactively with the government to improve and increase services for their clients. They wanted to assess the value of the missed opportunity and develop a future state operating model that would enable proactive recommendations of services linked to client goals, ultimately minimising unspent allocations. In order to achieve this, they needed assistance in navigating the changing landscape of rising costs, reduced margins and evolving funding models in the home care sector.

The Solution

Innovior conducted an eight-week consulting engagement, delivering an ‘outcome-based framework’

to unlock unspent customer funds. This framework would enable informed goal setting and proactive recommendation of customer services.

To operationalise this framework, Innovior recommended the tech adoption of Salesforce and Tableau platforms. Salesforce would manage client data, goals and service recommendations, while Tableau would provide visualisations and analytics to track outcomes and financial performance.

The results

01

Visibility into $82 million in unspent funds

across the client’s customer base, identifying substantial opportunities for improved service delivery.

02

Positioned the client to provide data-driven evidence

supporting the need for increased services for their customers.

03

Improvement in net promoter scores (NPS)

indicating enhanced client satisfaction.

04

Established a foundation for more efficient fund utilisation

and improved customer outcomes.

05

Created a platform for ongoing dialogue with government

bodies, with the potential to influence future policy decisions.

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