Case Study:
CRM for NDIS Services
A 6-Year Journey of Innovation and Growth
Since 2018
Active cooperation since 2018
Start with a Small MVP
We built a MVP CRM for client within 2 months
Key Results
The CRM platform is now supporting 30000+ users
Client & Requirement
Client is a rapidly growing registered NDIS provider, and our partnership began in 2018 when the client was newly established, focusing on claims-related services for NDIS-covered groups.
Initially using Excel for managing invoices, customer information, and claims, the client soon required a more robust solution to handle the increasing data volume.
Therefore, they planned to develop a CRM system to connect and manage data from NDIS official systems, vendors, and patients, enabling more efficient claims and reimbursement services.
Initial Start: MVP Development
Scaling Up with ODC Model
Cloud migration for scalability
Rapid business expansion highlighted scalability issues with the initial MVP. To address this, the entire system was migrated to AWS for automatic scaling to support increased data volume and concurrency requirements.
NDIS Regulatory compliance and optimization
In 2020, the CRM system underwent comprehensive optimization to comply with NDIS regulations, ensuring smooth data interaction. Continuous optimization has since kept the system aligned with evolving NDIS requirements.
Mobile version development
Recognizing the importance of mobile access for service providers, vendors, and patients, a mobile app was quickly developed for convenient use alongside the desktop version, enhancing user experience.
Data integration and AI implementation
Integration of partners’ data into the CRM backend improved business cooperation. AI technology was introduced to automate invoice scanning and data entry, boosting claims efficiency.
Virtual online agent system based on Amazon Connect
We developed a virtual online agent system on Amazon Connect to meet the growing demand for remote work post-Covid-19. Our system is browser-accessible, integrates with CRM via AWS Connect Stream API, securely stores call recordings, and provides voicemail services.
Technologies Used
- Infrastructure: AWS
- Development: .NET Core, ASP.NET Core
- Architecture: Microservices
- Frontend: SPA (Single Page Application) technology
The Results
Then CRM system is now supporting five companies’ business operation with tens of thousands of users.
The dedicated development team in Shinetech has been supporting the client for six years, witnessing their growth to nearly 100 employees. The team is now expanding, comprising 8 developers, each highly proficient in NDIS-related business.
Team Composition
We now keep a stable dedicated development team for client, with roles below.
- 1 Product Owner
- 6 Full Stack Developer
- 1 Mobile Developer
- 1 QA Specialist
