Challenge
Financial Counselling Australia faced a complex mission: coordinating financial counselling services across an entire continent through the National Debt Helpline (NDH). With strict requirements for Australian data sovereignty and the need to connect multiple independent agencies, they needed a solution that could:
- Connect vulnerable clients with local financial counsellors across Australia
- Maintain strict privacy between independent counselling agencies
- Provide real-time availability across multiple time zones
- Support specialized financial counselling services for different financial situations
- Ensure all data remains within Australian borders
Strategic Solution
A comprehensive Salesforce-based system was implemented with Appointiv at its core, revolutionizing how NDH connects Australians with financial counselling.
- Custom map-based interface for NDH call centre agents
- Intelligent matching of client locations with nearby agencies
- Skill-based financial counsellor assignment for specialized financial situations
- Real-time availability checking across time zones
- Complete data residency within Australia through Salesforce's local data centres
- Integration with Cronofy's Australian data centre for calendar synchronization
- Domestic SMS delivery through MessageMedia's Australian infrastructure
- Sophisticated sharing rules protecting client confidentiality
- Granular access controls allowing agencies to maintain independence
- Secure visibility rules for call centre agents
- Private calendar synchronization maintaining financial counsellor privacy
- Service-specific automated instructions and email communications
- SMS reminder system aimed at reducing appointment no-shows
- Automated follow-up workflows for missed appointments
- Customized response protocols based on no-show reasons
Transformative Impact
- Successfully unified multiple independent agencies under one platform
- Enabled shared services while maintaining agency autonomy
- Created a consistent national booking experience
- Streamlined cross-state resource allocation
- Reduced administrative overhead through automation
- Improved resource utilization with real-time availability
- Enhanced reporting capabilities across the network
- Faster connection to appropriate financial counsellors
- Better matching of specialized financial counselling services
The solution's most significant achievement is its unique shared service architecture, built entirely on Australian infrastructure:
- Complete data sovereignty with all systems hosted in Australian data centres
- Seamless integration between domestic service providers (Salesforce, Cronofy, and MessageMedia)
- Enterprise-grade technology delivered through a collaborative, locally-hosted model
- Independent agency record-keeping while sharing appointment capabilities
- Full compliance with Australian privacy requirements through domestic data processing
Measurable Outcomes
Enhanced Access
Faster connection times to appropriate financial counsellors
Improved Efficiency
Reduction in administrative overhead due to automated communications
Better Engagement
Faster connection to financial counsellors
National Reach
Successful coordination of services across three Australian states with plans to reach every state
Complete Compliance
Full data sovereignty maintained across all system components
"This solution is transforming the way people access financial counselling services across Australia. The ability to quickly connect clients with local, specialised support while maintaining privacy and independence for the agencies we work with has significantly increased our ability to help people in financial hardship. The assurance that all our data remains within Australia gives us confidence in the security and compliance of our operations."
Dr Domenique Meyrick, Co-CEO, Financial Counselling Australia
