Queensland, Australia

Health & Aged Care

Products and Services
Residential Aged Care,
In-home care,
Retirement Living

100-999 Employees

SAP® Solutions

SAP Sales and Service Cloud

Carinity, a Baptist Community Services provider, are onboarding clients with the right services at the right time with SAP Sales and Service Cloud and SAP Partner, Bluleader

Carinity Challenges and Opportunities

  • As a not-for-profit organisation in the Aged Care industry, we are faced with increasing competition from private operators, after various changes to government funding. The benefits for our customers is they have greater choice
  • We needed to change the way we connected with our customers and improve efficiencies with our sales process• We also wanted to provide a better customer experience during their onboarding process and touch points Why SAP and Bluleader
  • SAP Sales and Service Cloud provided a single platform to enable new processes; the value from the solution exceeded that of other competitive offers
  • Bluleader’s Aged Care template reduced the total cost of ownership and enabled us to realise business and customer benefits in a short time frame
  • Bluleader provided great expertise in their knowledge of the industry and experience in customer engagement, which supported the implementation of our project

Value-Driven Results

  • Significant increase in onboarding efficiency for our home and residential care customers
  • A reduction in cost and time across administration and travel requirements
  • Improvement in the management of customer opportunities, better measuring the success of each engagement
  • Sales process enhancement, plus a reduction in touch points in managing all enquiries
  • We are now able to provide additional services, ensuring our customers receive the best service options to meet their needs through a single view of the customer, across our business

SAP Customer Experience

Days to Hours – Increased onboarding efficiency
Improved CX – Ability to provide clients with the right services, matching our customers needs and aligned with funding

In an environment of deregulation and increasing competition, SAP and Bluleader helped Carinity to deliver a more efficient onboarding service for our customers. Reduction in manual processes, improved workflow and communications as well more accessible reports and analytics means that Carinity is better positioned to deliver a industry-leading customer-centric experience

Simon Hartfiel, Chief Information Officer, Carinity