THE BENEVOLENT Society has turned to Dell’s Boomi integration platform as-a-service (iPaaS) to enable the organisation’s move to a 100 percent ‘cloud’ enterprise model to grow more effectively.
It is a significant commitment to business expansion for The Benevolent Society, recognized as Australia’s first charity. Founded in 1813, The Benevolent Society provides a range of support services to people with disabilities, children and families, older Australians and carers.
With the goal of ‘helping Australians live their best lives’, the not-for-profit has kick-started its cloud migration in order to create a mobile workforce and streamline internal processes. Over the next year, The Benevolent Society will use Boomi to more efficiently complete its reporting to government, and subsequently further improve its employees’ ability to continue providing services to Australians.
“Technology is playing an increasingly prominent part in the way we operate as an organisation,” The Benevolent Society director of IT, James Foot said. “For us, a key part in improving the service and the experience we provide to clients begins with the connection at our back end.
“That means ensuring important client information is readily accessible through a secure interface. Boomi provides us with a platform to synchronise our systems so the data that is generated is accurate, up-to-date, and easy to use by our teams.”
Boomi’s iPaaS was selected to centralise The Benevolent Society’s applications and the data generated so employees could access critical resources on any device, in any location and at any time.
Mr Foot said this was particularly significant for The Benevolent Society’s client-facing practitioners who were no longer restricted by location and time, and could now deliver more elaborate and timely services to clients.
For example, any time a client calls in to The Benevolent Society’s contact centre and is authenticated, the contact centre manager will instantly have all information at hand without requiring the caller to provide a detailed background on the conversation again. This includes details on how many times the client has interacted with The Benevolent Society, what services they are receiving, and what follow-up questions to ask.
Boomi has also simplified The Benevolent Society’s entire data environment by connecting dozens of systems – including up to 20 customer relationship management (CRM) platforms, human resources tools and bespoke apps which were formerly siloed – into a single interface. Mr Foot said this not only ensured data wqas up-to-date and accurate for all users, but removed the need for repetitive and time-consuming manual data entry into multiple databases.
The additional benefit of consolidating this previously disparate data is that The Benevolent Society is now able to streamline processes related to its reporting obligations. Some Australian funding models require organisations to report client statistics including the number of clients it services and how many services are being provided.
The Boomi technology is also supporting the onboarding of 800 new staff and 9,000 new clients following The Benevolent Society’s joining together with the NSW Government’s Department of Family and Community Services (FACS) Disability Community Services Teams.
“By using Boomi to create a connected business, The Benevolent Society is even further boosting its ability to help Australians in need,” Dell Boomi managing director for Asia-Pacific and Japan, Michael Evans said.
“The integration of apps and data equips The Benevolent Society’s employees with the resources they need to perform their jobs anywhere and at any time. As a result, they can respond even faster to optimise the experiences of clients with a personalised touch.”
Boomi is an independent business unit of cloud integration and workflow automation software provider, Dell, and the system is deployed to more than 6000 organisations worldwide.