Case Study:

CRM for NDIS Services
A 6-Year Journey of Innovation and Growth

NDIS system
.NET Core Developers
aws development

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

In the early stages, a Shinetech senior developer acted as a BA and software architect, analyzing customer issues, defining requirements, proposing solutions, and creating a business flow chart. Managing a team of three, they developed the MVP CRM version in just over two months.

Scaling Up with ODC Model

A year later, due to rapid growth, the client requested CRM system upgrades and additional features. Transitioning to the ODC model, three dedicated developers were hired full-time. The senior developer assumed the product owner role, leading the team to provide continuous service.

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
Get in touch with our SaaS development experts
Or, if you prefer a call, feel free to get in touch with the branch manager at 0424 188 308.
Please fill require field.
Please fill require field.
Please fill a valid Email.
Please fill require field.
Please fill require field.