New Customer Relationship Model (CRM) for NDIS services

Published Aug 23 2022

The new CRM streamlines the customer journey from enquiry through to delivery of service and billing within one environment.

Merri Health is responding to the changing environment by investigating an updated CRM that will fit our status and will be adaptable to our future needs to have integrated client care.

The systems update will ensure we can:

• have access to high quality data
• make informed business decisions
• deliver high-quality support
• mitigate the risk of information being lost having all the data contained in one system.

Ultimately, this will be beneficial for consumers as the intake through to service delivery will be much smoother as we know their journey at a glance.

Maryanne Tadic, Merri Health’s General Manager for Healthy Communities said, “We are excited to see how Lumary will improve day to day processes for our NDIS teams, and ultimately a better customer experience and quality service to our NDIS clients.”

Merri Health’s NDIS Allied Health team, the Healthy Mind Hub and MerriKids have integrated into one Customer Relationship Management (CRM) system, Lumary.

We are also researching to see if this CRM can be utilised within other areas of Merri Health.