My Autonomy – Client Overview

 

My Autonomy is a leading Australian NDIS Plan Management provider dedicated to helping individuals with disabilities and their carers lead independent lives. The organization focuses on managing NDIS plans, offering seamless onboarding processes, financial transaction management, and creating an ecosystem for efficient service delivery. Operating across Australia, MyAutonomy serves as a trusted partner in enabling better outcomes for Participants, Support Coordinators, Nominees, and Providers.

MY Autonomy Plan Management Zoho Implementation

The Challenge

1. Fragmented CRM and Workflow Ecosystem

MyAutonomy faced challenges in efficiently managing its CRM and workflows, including:

  • Disconnected Systems: Key tools like Gravity Forms, Zoho CRM, and Brevity Care Software were not fully integrated, causing manual processes and data silos.

  • Inefficient Data Management: The existing system struggled to manage relationships between Participants, SCs, and Nominees, limiting insights and operational effectiveness.

     

  • Scalability Concerns: Manual onboarding and task allocation processes could not scale effectively to support a growing Participant base.

2. Operational Inefficiencies

  • Lack of Automation: Sales and administrative tasks were manual, impacting response times and team productivity. 

  • Website Integration Gaps: MyAutonomy’s website hosted unique forms for different Stakeholders that lacked the capability to effectively generate and manage leads and contacts. This included both creating new records and updating existing ones in Zoho CRM, further exacerbating data management challenges.

  •  Data Silos: Incomplete integration of Participant data across platforms restricted a unified view of customer interactions.

     

3. Data Integrity Concerns.

  • The organization struggled with issues surrounding the accuracy, completeness, consistency, and validity of their data, impacting the creation of reliable reports and dashboa

  • Data Validation Challenges: Inconsistent data entry and fragmented systems led to errors and incomplete records.

4. Customer Experience Gaps

  • Feedback Limitations: No system for capturing and analyzing customer feedback to improve service quality.
  • Churn Risks: Delays in identifying and responding to Participant needs led to retention challenges.
My Autonomy - Client Overview

The Solution

To address these challenges, FI Digital implemented a comprehensive suite of Zoho solutions customized to MyAutonomy’s needs.

1. Zoho CRM for Enhanced Participant Management

 

1.1 Relationship Mapping:
Configured CRM modules to accurately map relationships between Participants, SCs, Nominees, and providers.

Enabled many-to-many relationships for a complete Customer 360 view.

1.2 Website Integration for Leads and Contacts – To streamline lead and contact management, Gravity Forms was integrated with the Zoho CRM Leads Module using  Zapier. The integration automates the following processes:

Lead Capture: Gravity Forms collects user information and categorizes it into three branches: Participant ,Support Coordinator and Nominee

Lead Validation: Captured data is validated through an email verification process before being processed in the CRM.

Contact Record Management: If an existing contact record is found, it is updated with the latest information.

If no record exists, a new contact is created and mapped to the corresponding form.

1.3 Streamlined Onboarding: Integrated Gravity Forms with Zoho CRM for automatic lead capture, validation and categorization.

Automated lead-to-contact conversion based on Participant type and source.

1.4 Task Management Automation: Developed workflows to automatically assign tasks based on lead territory or contact type.

Created dashboards to monitor tasks and actions by agent, status, and due date.

1.5 Data-Driven Insights:Designed custom dashboards and reports for lead conversion metrics, SC referrals, and Participant retention.

2. Customer Experience Enhancements

1.Feedback Loop Implementation:

Configured Zoho Surveys to collect feedback at critical milestones like onboarding, plan renewals, and service updates.

Integrated Zoho Analytics to analyze customer sentiment and service performance.

Retention Strategies:

Automated alerts for high churn risks, such as SC changes or unresolved inquiries.

Scheduled regular check-ins to maintain Participant engagement.

Enhanced Communication:

Set up personalized email notifications and updates for Participants and SCs, improving transparency and satisfaction.

2.Zoho Desk Enhancements

Intelligent Ticket Assignment: Configured rules to assign tickets based on agent skillsets, specialties, availability, and department to increase efficiency and boost productivity.

Email Domain Routing: Set up dynamic email domain-based ticket categorization to streamline ticket resolution.

Improved Support Management: Enabled department-wise ticket tracking and automated escalations for high-priority issues.

Implementation Process

  1. Discovery Workshops:

Conducted detailed workshops to map existing workflows and identify pain points.

Collaborated with MyAutonomy’s team to design tailored solutions through a combination of e-meetings and in person workshops.

  1. Phased Deployment:

Piloted CRM enhancements with a small user group before rolling out across the organization.

  1. Data Integrity and Migration:

Cleaned up and validated the existing CRM data to ensure accuracy and consistency during migration.

  1. Training and Support:

Delivered role-based training sessions for staff to ensure smooth adoption.

Provided ongoing support to address post-deployment challenges.

Results

Streamlined Operations

  • By integrating tools and workflows into a unified CRM, manual tasks were reduced by 60%, creating significant efficiency gains.

Accurate and High Quality Data

  • Enhanced validation and mapping processes ensured reliable and actionable insights.

Improved Customer Satisfaction:

  • Regular Surveys and Sentiment analysis to boost Participant satisfaction for MA’s services.
  • Automated reminders and tailored updates strengthened relationships with Participants and Support Coordinators (SCs).

Customer Testimony

Adithya and the team at FI Digital were extremely helpful and knowledgeable with respect to

maximising the capability of the Zoho ecosystem. Whilst we thought we had a reasonably good

understanding of how to utilise, we found Adithya and the team to be proactive, consultative and

willing to not only challenge conventional thinking with respect to business growth and

operations, but provide alternative perspectives and solutions that would capitalise on the use of

 

the Zoho One platform.

 

In addition, both John and I have had exposure and worked on other CRM systems, such as

Salesforce and Microsoft Dynamics, and we can honestly say, Zoho is a competitively priced

and feature stacked environment that has an abundance of suitably qualified practitioners, and

we’re most impressed with the fact we were able to connect and engage with Adithya and the

team at FI Digital, both face to face here in Melbourne, as well as remotely with some of the

highly experienced specialists.

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Conclusion

By implementing a customized Zoho CRM solution, MyAutonomy transformed its plan management processes, creating a scalable and efficient system. The seamless integration of tools, enhanced customer engagement mechanisms, and data-driven insights enabled MyAutonomy to deliver their exceptional services