View the Client Management Top 3 Evaluation Report

Client Overview
Churches of Christ Queensland is a prominent aged care and community services provider supporting thousands of clients across the state. With a diverse service offering and an ongoing commitment to delivering high-quality care, the organisation found itself at a critical technology crossroads when its existing Client Management System reached end-of-life. The urgency to replace the legacy system prompted Churches of Christ to act quickly to avoid operational disruptions and take the opportunity to modernise their client service model.

The Challenge
Churches of Christ Queensland faced several pressing issues:

• Their legacy Client Management System was being sunset, creating the need for a swift and strategic system replacement

• Manual and fragmented processes in intake, scheduling, billing, and reporting were limiting operational efficiency

• A lack of integration between platforms made it difficult to maintain a complete and accurate view of the client journey

• Reporting limitations prevented executive leaders from accessing timely insights

• There was limited internal capacity to manage the entire transformation independently

With these challenges in mind, the organisation needed an experienced partner who could move quickly while ensuring the decisions made were aligned with both current needs and future growth.

The Solution
Churches of Christ Queensland engaged THREEDIGITAL to lead the rapid selection of a new Client Management System and to provide dedicated support for the implementation. THREEDIGITAL assembled a team of Business Analysts, a Change Manager, and Data Analysts to work closely with internal stakeholders and the chosen software vendor.

Rapid Discovery and System Selection
THREEDIGITAL began with an accelerated discovery process to understand operational needs and user pain points. Through focused workshops and structured analysis, key system requirements were defined and prioritised. With time being a critical factor, THREEDIGITAL managed a fast-tracked selection process, comparing fit-for-purpose CMS options with an emphasis on ease of use, integration potential, vendor stability, and sector relevance. A new CMS was selected that could support both day-to-day operations and long-term strategy.

Implementation and Specialist Resource Support
Following selection, THREEDIGITAL continued to support the transformation through hands-on implementation assistance:

• Business Analysts were deployed to map workflows, define configuration requirements, and document functional needs

• The Change Manager developed and led an internal readiness and adoption strategy, ensuring engagement across all departments

• Data Analysts prepared for the migration by auditing legacy data, validating source quality, and assisting with transfer processes and testing

• The THREEDIGITAL team worked alongside the internal IT and operational teams to ensure vendor alignment, timeline management, and clear communication throughout
  
  

Training and Change Support
A targeted training and communication program was developed, including role-specific learning, change impact assessments, and the appointment of internal champions. The Change Manager coordinated closely with operational leads to monitor feedback and support adoption across multiple service areas.

Ongoing Post-Go-Live Assistance
THREEDIGITAL remained involved after the system launch to offer post-go-live optimisation, help desk triage, and configuration adjustments based on real-world use. Reporting dashboards were introduced to track system utilisation and highlight areas for improvement.

The Results
The transformation delivered strong outcomes:

• The legacy CMS was successfully retired and replaced with no service interruption

• End-to-end workflows were digitised and streamlined, significantly reducing time spent on administrative tasks

• A single view of the client journey was achieved, improving continuity of care and service coordination

• Internal teams reported higher confidence in using the system, supported by structured training and responsive change management

• Executives gained access to timely reports and insights that support strategic decision-making

Testimonial
"Mel's been doing a fantastic job, and we’d really like to keep the momentum going with her support. Mel has been an invaluable asset to our team, and her contributions have significantly assisted the project and the success of the rollout.."

Project Manager, Churches of Christ Queensland

Conclusion
By engaging THREEDIGITAL early and decisively, Churches of Christ Queensland was able to not only replace a critical system before the legacy platform was shut down but also modernise its processes and strengthen internal capability. This case reflects the value of practical expertise, sector insight, and embedded support when undertaking digital transformation in aged care and community services.