KinCare is the largest provider of in-home care in Australia, with 2,000 staff serving over 10,000 customers. KinCare delivers on their vision of “better health and well-being” by providing high-quality personal care in areas such as Respite, Nursing and Domestic Assistance, and this commitment has allowed them to achieve 25% year-on-year growth despite significant industry competition.
The aged care industry is facing unprecedented changes, the most significant of which is the introduction of the Consumer-Directed Care (CDC) funding model in February 2017. The goal of CDC is to empower consumers to actively seek out services that meet their needs. While great for consumers, the impact on the industry is an increase in competitive pressures.
KinCare’s response has been to reimagine the way they provide services to their customers, aiming to empower them in their interactions with KinCare the same way that CDC empowers them in their interactions with the industry, such as by allowing customers to personalise their service portfolio and offering seasonal products. KinCare is positioning themselves to be an innovator and thought leader in the post-CDC landscape, a message designed to resonate with the baby boomer generation
that is now approaching their retirements.
Realising this reimagining required unity of strategy across KinCare, and a critical component of that is a unified information platform. The company opted to use Salesforce as their platform of choice due to its ability to cater to multiple business functions. Salesforce’s ability to differentiate between different types of records and present individual perspectives of the same data source meant it would enable KinCare to replace their ageing Lotus Notes infrastructure, which had become
fragmented due to each department maintaining their own separate instance. And because Salesforce is hosted in the cloud, implementing it would also save KinCare on server maintenance costs.
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