Custom Salesforce implementation and ongoing support to change NDIS participant outcomes, for good.
We built a Salesforce CRM that powered Capability Support Services’ (CSS) rapid growth as a new NDIS allied health provider. Using a highly customised Sales Cloud set up, the new CRM simplifies working with the NDIS funding model for therapists, reducing average post-session admin time from 6 minutes to 45 seconds.
With fewer clicks, automated processes, and an ongoing support partnership, we’ve helped CSS provide integrated, person-centred support, delivering over 2,800 NDIS services to participants within two years.
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 provider expanded its team of therapists from 1 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 prevent NDIS participants from accessing the quality of care they deserve.
Across OT, Speech therapy, Psychology, Physiotherapy, and Positive Behaviour Support, they’ve developed a uniquely holistic, person-centred model that simplifies how people navigate complex NDIS funding rules.
To achieve this, CSS has built strong, scalable systems to carry the load and legwork usually pushed onto therapists and participants. Which means they can provide the highest-quality care to more participants every day.
The Challenge
For CSS, high-quality systems and processes were more than a ‘nice to have’; they formed a core component of their 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 system from day one.
So, in May 2024, when her initial CRM project returned a system that was inflexible, clunky, and missing key functionality, Shokria 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.”
Having worked with Salesforce in past roles, she knew that 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.”
Fluent Group was Salesforce’s recommended partner on the project, and 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.
The Results
1. Efficient, happy, growing workforce.
CSS’s custom Salesforce implementation has been met with a high level of satisfaction amongst the growing team. A key part of that is the efficiency of having a system that fills in the gaps, which means they never have to spend valuable time entering the same data twice:
“People get really excited when they see our CRM. They love it because 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.””
But the true impact of the system’s intuitive processes runs deeper than efficiency.
“As a psychologist and behaviour support practitioner, I understand how important the user-side experience is. Working with something streamlined and easy to use is a big part of job satisfaction. And our team’s all very happy.”.
With all data stored (or linked via Appiphony) with individual participant records in Salesforce, therapists can instantly review a participant’s history, providing more continuity of care as they move between therapy modalities, ultimately leading to better outcomes.
“It’s a centralised system, so therapists get to manage every part of the lifecycle with their participants. From tracking their initial referrals all the way up to completing their assessments and ending therapy.”
3. Scaling and growth
Shokria founded CSS to bridge the gaps between therapy disciplines for participants. So, as operations continue to scale, it becomes more and more important to ensure every modality of her business stays connected.
“Your CRM in a clinical space is basically your lifeline. It is that connecting point between you and the participants, the wider team, the internal team, auditing, compliance, perspective, and administration functions, too. If your system doesn’t match your growth, then there’s going to be a big gap in service delivery or quality or compliance.”
With a CRM designed to flex, grow and customise to their changing needs, CSS is already planning the next step in its evolution.
“We’ve always made sure that every step we’ve implemented, every process we’ve developed, it’s always been with scaling in mind. Looking forward, we’ve got a five-year plan with Salesforce, what we want it to be and how we want it to function to support more growth.”
3. Resilience in a changing environment
Managing an ongoing support relationship requires continuous collaboration, which has taken the form of weekly contact between Fluent Group and the CSS team. Fluent Group’s support portal also plays an important role, allowing the team to track the bank of hours, prioritise tasks and track 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 that we keep those lines of communication open.”
Shokria 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-only zone.
“We’ve got an IT specialist, but he doesn’t touch anything on Salesforce. We are very happy with just the ongoing level of support we receive from Fluent Group, and we want to keep it that way because they’re the ones who created it and understand it.”
The TL;DR: Summary
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.”
Getting it right matters. CSS’s rapid, sustained growth over the last few years is a testament to that. After an initial false start, their Salesforce now serves as the vital lifeline that seamlessly connects therapists, participants, management, and the complex NDIS funding model.
And with plans for further expansion and new functionality in the pipeline, we’re excited to continue supporting CSS in their mission to extend the highest-quality, integrated care to the humans who need it most.
