Our customer is a leading owner, operator and manager of retirement communities – with nearly one hundred sites and 13,000 residents across Australia.
The Challenge
Managing retirement communities’ finances are complex – and even more so when your services extend across nearly 100 sites and the whole of Australia.
Over 100 retirement villages across Australia manually managed complex billing and payments in spreadsheets, taking into account different state legislation. This manual process complicated management control, reporting and billing, impacting customer experience and company cash flow.
The Solution
A centralised system replaced manual processes to manage all village services to address residents’ financial lifecycle from entry to exit, considering the different state regulations and commercial agreements. The new application integrated Azure AD, MS Dynamics, TechnologyOne Financials & ComCare (Billing). The engine automated and streamlined residents’ billing, providing reliability and visibility of the financial process.
Results
- Process automation & error reduction: Processes have been completely automated eliminating manual errors and increasing staff productivity
- Improved customer experience: New automated and intelligent billing system ensures a smooth invoicing process reducing customer friction
- Increased transparency and governance: Centralised systems deliver complete oversight of finances across all villages and ensure compliance with regulatory requirements in different jurisdictions
- Centralisation of data and reports: A centralised database enables consolidated reporting and full visibility of the financial state of each village
- Administrative cost reduction: Process automation reduces the administrative burden and enables scalability without the need to increase headcount
“PhoenixDX helped kickstart the project with a 2-week proof-of-concept demonstrating the suitability, speed and effectiveness of their expertise on the OutSystems platform. They have shown a shared commitment to achieving our business objectives and project success. They provide high-quality resources, experience and support while developing a sophisticated billing engine.”
