About Capability Support Services
Capability Support Services (CSS) is a registered NDIS provider offering allied health services across South East Queensland. Their approach is holistic, aiming to improve quality of life for people with developmental and neurological differences, including autism. Services span occupational therapy, speech therapy, physiotherapy, psychology, positive behaviour support and habit coaching.
CSS creates a personalised shared care plan for each participant, and delivers it through a team-based approach so that therapies are integrated and functional within the participant’s everyday life.
The problem
As a mixed therapy provider, CSS was running the business on Excel, Word and Google Drive. The result was inefficient processes and real privacy concerns. After trialling a software system that didn’t meet expectations, they approached Salesforce and were referred to Fluent Group.
Three things were getting in the way: seamless collaboration between therapists, an overwhelming administrative burden, and the utmost care in handling participant data. CSS needed a system that improved coordination, cut admin and secured sensitive information, while staying responsive to urgent needs and real-time feedback from the therapists using it.
Goals
- Deliver an exceptional care experience for NDIS participants.
- Empower therapists to provide outstanding care.
- Safeguard participant data to the highest standards.
Our solution
We implemented Sales Cloud to streamline therapist collaboration, make information easier to reach and protect participant data, so therapists could deliver better care with less effort and more security.
Streamlined therapist collaboration
Every therapist works with different rates, NDIS item codes and budgets, so seamless collaboration was the complex part. Sales Cloud gave therapists one unified view of participant information: everything relevant in sight, with sensitive details such as budget visibility protected. Therapists share insights and updates effortlessly and work from a shared care plan in real time.
The system also handles the algorithms that convert dollars into hours, so resource allocation is accurate and efficient. Therapists are aligned and informed, and the real-time view lets them intervene and adjust care plans when it counts, which is what improves participant outcomes.
Information at hand for therapists
Managing therapist workloads and keeping participant information accurate and available was the administrative burden. We tapped into carefully designed Lightning record pages and process automations, working closely with CSS to use every relevant Salesforce feature, including Path, to streamline the work.
- Real-time views of each participant’s used and remaining budget, apportioned to the therapy services they need.
- Reports and dashboards that show current caseloads and generate invoicing and caseload reports automatically.
- Periodical invoicing simplified with dynamic report generation.
- Therapy session records synced with therapists’ events, so past and upcoming sessions show in the Salesforce calendar.
We also introduced CSS to a wish list of what could come next: invoicing, messaging, AI and reminders. Less admin and easier access to information means therapists deliver a higher level of care, and participants are better supported on their NDIS journey.
Safeguarding participant data
Protecting sensitive participant information is essential to CSS’s code of ethics and confidentiality rules. Salesforce’s security features and sharing model gave CSS peace of mind: therapists see only the participant details their support requires, and nothing more.
When an external issue with Google threatened participant data privacy, we stepped in to resolve it, keeping confidentiality intact. That intervention let CSS onboard more participants with confidence, and gave therapists a secure and reliable environment to focus on high-quality support.
The results
We implemented Sales Cloud (Enterprise Edition) with the Drive Connect AppExchange package: an economical, user-friendly platform that lets Capability Support Services support their community with ease and efficiency.
- 10 new therapists onboarded within three days on the new streamlined process.
- 40 participants active four weeks after launch. That is a 50% lift in onboarding efficiency: on the old process they would still have been referrals.
- Participant onboarding cut from eight hours to two, a 75% improvement.
Where it went next
This was the foundation. Two years on, with 35 therapists and more than 2,800 NDIS services delivered, the story of what the system became is told in the follow-up: post-session admin, from six minutes to 45 seconds.
