View the Client Management Top 3 Evaluation Report

Client overview
Southern Migrant and Refugee Centre, known as SMRC, is a respected provider of multicultural support services in Melbourne’s southeast. Their programs span aged care, carer support, and SETS, which stands for Settlement Engagement and Transition Support. This national program helps newly arrived migrants and refugees build skills, confidence, and community connections as they settle into life in Australia. SMRC plays a vital role in empowering people from culturally and linguistically diverse backgrounds to thrive in their new environment.

The challenge
SMRC had been operating with outdated CRM and CMS platforms that were no longer suitable for the growing complexity of their services. Manual processes created inefficiencies, reporting was inconsistent, and systems did not support the full client journey across aged care and SETS programs. The limitations were holding back service innovation and placing unnecessary strain on staff.

Recognising these challenges, the CEO and board took a clear and proactive stance. They were committed to modernising SMRC’s digital environment and achieving best practice. Rather than continue with outdated tools, they sought external expertise to guide the organisation through a full technology review and transformation.

They needed:

• A CRM and CMS capable of supporting both aged care compliance and the complex requirements of SETS

• Integrated digital workflows for referral management, intake, case planning, service coordination, billing, and reporting

• A practical and forward looking IT strategy to guide decision making

• Strategic oversight to manage procurement, vendor engagement, and long term delivery

• Trusted partners with deep sector knowledge and hands on experience in aged care and community services

The solution
SMRC engaged THREEDIGITAL to lead the transformation, beginning with a full technology and systems review. This relationship quickly expanded into a long term partnership built around strategy, governance, and delivery.

1. IT strategy and CIO as a service
   THREEDIGITAL began with a detailed review of SMRC’s technology landscape, engaging with teams across the organisation to understand pain points and opportunities. From this work, a clear roadmap was created. The CEO and board then engaged THREEDIGITAL under a CIO as a service model to provide strategic leadership, executive level governance, and long term direction across all technology initiatives.

2. Structured CRM and CMS selection
   THREEDIGITAL led a robust and transparent selection process for both CRM and CMS systems. The criteria focused on functionality, ease of use, reporting capability, integration, and sector alignment. The goal was to ensure that chosen systems would support both aged care operations and the unique service delivery approach required for the SETS program. Vendors were assessed through a structured lens to ensure alignment with SMRC’s values, objectives, and client needs.

3. Tailored system recommendations
   After a thorough assessment, THREEDIGITAL provided clear recommendations for a CRM and CMS combination that would support SMRC’s operations from end to end. The selected systems enable seamless digital workflows across referral, intake, case management, rostering, finance, and outcomes reporting. Flexibility was a key consideration to ensure the platforms could support both individual client journeys and group based community programs.

4. Implementation support and roadmap delivery
   THREEDIGITAL continues to provide strategic oversight and delivery support. This includes vendor coordination, implementation planning, change management, and regular reporting to the executive team. As SMRC’s trusted digital partner, THREEDIGITAL ensures every step of the roadmap is delivered in line with best practice and organisational priorities.

The results

• SMRC now has modern, integrated systems aligned to aged care and SETS services

• The organisation is supported by a clear technology roadmap shaped by executive level strategy and governance

• Teams have access to improved tools and digital workflows that reduce duplication and improve the client experience

• Reporting is timely, accurate, and supports evidence based decision making

• SMRC has a trusted technology partner in THREEDIGITAL to guide future growth and digital maturity

Testimonial
"THREEDIGITAL brought clarity, focus, and deep sector experience. The partnership allowed us to make confident decisions and select systems that are already changing the way we deliver services. Their leadership and ability to work alongside our teams made all the difference."
— Sanjiv, IT Manager, SMRC

Conclusion
This partnership reflects what is possible when strong leadership meets the right expertise. By engaging THREEDIGITAL to review strategy, lead procurement, and provide CIO oversight, SMRC has laid the foundations for a modern, client centred, and efficient technology environment. Their commitment to best practice ensures they are well positioned to support clients across aged care and settlement services now and into the future.