Client background
Capability Support Services (CSS) provides allied health and behavioural support to NDIS-registered participants.
Founded in 2024, CSS has scaled fast. Within two years, the start-up grew its team of therapists from one to 35, and has already delivered over 2,800 NDIS services to help participants live more independent, confident lives.
The speed of their success is no accident. In a market plagued by complexity and inefficient operators, CSS made it their mission to bridge the gaps that stop NDIS participants from accessing the quality of care they deserve.
Across occupational therapy, speech therapy, psychology, physiotherapy and positive behaviour support, they've built a uniquely holistic, person-centred model that simplifies how people navigate complex NDIS funding rules, with strong, scalable systems carrying the load usually pushed onto therapists and participants.
The challenge
For CSS, high-quality systems and processes were more than a nice to have; they were a core component of the business model.
To handle the complexity of NDIS funding, reporting requirements and participant confidentiality at scale, founder Shokria Siddiqui knew she needed a fit-for-purpose CRM from day one. So in May 2024, when her initial CRM project returned a system that was inflexible, clunky and missing key functionality, she put her start-up's ambitious expansion plans on hold to get it right.
As a therapist myself, and understanding the user-side experience, I just said, no, this isn't going to work. I needed everything set before bringing in more people, so I intentionally chose not to grow the team.
Shokria SiddiquiFounder, Capability Support ServicesOur solution
Having worked with Salesforce in past roles, Shokria knew it could be customised well beyond the classic sales pipeline it models out of the box.
I knew first-hand how Salesforce could be custom-built. So we made the decision to try again with a proven platform and turn it into something great.
Shokria SiddiquiFounder, Capability Support ServicesFluent Group was Salesforce's recommended partner on the project. We worked closely with CSS to implement a new, highly customised Salesforce CRM, fine-tuned to their current needs and geared for rapid future growth, with participant records stored or linked through Appiphony so nothing lives in two places.
The results
An efficient, happy, growing workforce
CSS's custom Salesforce build has been met with a high level of satisfaction across the growing team. A big part of that's having a system that fills in the gaps, so people never spend time entering the same data twice.
People get really excited when they see our CRM. They don't need to write out every single line, item number, date and participant name. They just click a button for a spreadsheet of everything they've done that week, ready for accounts to process. It's reduced our therapists' admin time by up to five hours a week.
Shokria SiddiquiFounder, Capability Support ServicesBut the true impact of the system's intuitive processes runs deeper than efficiency. Working with something streamlined and easy to use is a big part of job satisfaction, and, with all data held against individual participant records, therapists can instantly review a person's history and manage every stage of the relationship, from first referral through to final assessment. That continuity leads to better outcomes as people move between therapy types.
Scaling and growth
Shokria founded CSS to bridge the gaps between therapy disciplines for participants. As operations continue to scale, keeping every part of the business connected matters more and more.
Your CRM in a clinical space is basically your lifeline. It's the connecting point between you and the participants, the wider team, auditing, compliance and administration. If your system doesn't match your growth, then there's going to be a big gap in service delivery, quality or compliance.
Shokria SiddiquiFounder, Capability Support Services
With a CRM designed to flex, grow and customise to their changing needs, CSS is already planning the next step in its evolution, with a five-year Salesforce roadmap in place for how they want the system to support even more growth.
Resilience in a changing environment
Managing an ongoing support relationship takes continuous collaboration, which has taken the form of weekly contact between Fluent Group and the CSS team. Our support portal also plays an important role, letting the team track their bank of hours, prioritise tasks and follow the progress of enhancements.
It's a constant process, whether it's a minor adjustment to a report, a template or a field. We love that ongoing working relationship with the team. They understand our business needs, and we keep those lines of communication open.
Shokria SiddiquiFounder, Capability Support ServicesShokria can also trust that her data is protected from unexpected Salesforce changes, knowing we're monitoring and handling updates and emerging threats in the background. Although CSS now has internal capability, changes to the CRM remain a Fluent Group zone: they're the ones who created it and understand it.
In short
From day one, CSS's success has been built on recognising the core role that systems play in efficiency and staff satisfaction.
Administration time for a therapist reduces efficiency and their satisfaction. It increases churn rates, and you lose people. But do it right, set up your system correctly, and then you'll start scaling.
Shokria SiddiquiFounder, Capability Support ServicesGetting it right matters, and CSS's rapid, sustained growth is a testament to that. After an initial false start, their Salesforce now serves as the vital lifeline that connects therapists, participants, management and the complex NDIS funding model. With plans for further expansion and new functionality in the pipeline, we're excited to keep supporting CSS in their mission to extend the highest-quality, integrated care to the people who need it most.
This is the second chapter. The first, the original Sales Cloud build that took CSS off spreadsheets, is told in from spreadsheets to a Salesforce foundation for NDIS care.
