Case Study: Health Services
MYOB Advanced Case Studies
Breast Cancer Network Australia
"Advanced delivers transparency for organisations like ours."
Breast Cancer Network Australia (BCNA) is the peak national organisation for Australians affected by breast cancer, and consists of a network of more than 120,000 members and 288 Member Groups. Widely recognised for its innovative fundraising activities, the ever-increasing complexity of managing its revenue streams put serious pressure on its business systems. BCNA moved up to MYOB Advanced.
System not geared for future changes
“I wasn’t unhappy with Exo; it just no longer suited the way our organisation was headed,” Allison Southwell, Head of Corporate Services recalls.
“In recent years the size of our organisation has doubled. With donors becoming more savvy and wanting more information on what their donations are being used for, the level of detail that we need to provide in our reports has increased.”
Integration and serious reporting
BCNA trusted the MYOB brand, and the MYOB Partner recommended a closer look at Advanced. “It looked like a good package and its reporting and integration capabilities really impressed me,” says Allison. “The consultants we dealt with were more than accommodating. They helped us work through the issues and showed how we could design Advanced to both help us now and into the future. They questioned how we did things and made us realise that we didn’t need to necessarily do it the same way in Advanced, which made us think about our improving our processes.”
Allison wanted to implement a sub-accounts structure within Advanced, to handle the issue of project management. It gave BCNA the capability to produce reports based on any dimension within a project, such as Event, Programme, Source and Funder.
Detailed project costing achieved
With Advanced’s project costing capabilities, Allison can now set up projects funded by federal government through Cancer Australia and break it down into various revenue streams, delivering detailed accounts for projects that can run for periods ranging from several months to three years.
Salesforce captures about 80% of BCNA’s income, so integration with Advanced reduces data entry and the risk of errors, while delivering a transparent audit trail. Advanced also opens up a path to great autonomy for system users in accessing live information.
Lack of depth in reporting
Slow data entry and recovery
Difficulty handling diverse revenue streams
Lack of capacity for future expansion
Drill-down capability for greater detail in reporting
Integration with CRM speeds up data management
Sub-accounts structure enables better revenue control
Cloud structure saves costs, improves access
Future-proofed for greater efficiency and better information delivery
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“Before putting the new system in, we had no real visibility of that information – now we’re dealing in facts.”
As project manager Andy Burns says, we all hope that when we age, we’ll be well looked after. For over 60 years, that’s exactly what not-for-profit aged-care organisation Uniting AgeWell has been doing for Australia’s older population.
Since mid-last century, small aged-care facilities were established by individual congregations of the Uniting Church in response to the needs of older people in their local communities. In 2004, the Church brought these groups together to form Uniting AgeWell (then known as Uniting Aged Care).
Today, Uniting AgeWell is one of the largest not-for-profit providers of residential and community aged-care services in Tasmania and Victoria. Since the beginning, their mission has been to provide specialised services, enabling older people to maximise their independence and wellbeing and access care when required.
Ageing population, greater strain on resources
Like many countries around the world, Australia’s population is growing older, with more people needing aged-care services than ever before.
While the ageing population now has many more aged-care services and support options, the Australian Government’s most recent push has been to help keep people at home for as long as possible – with the support of additional in-home care services.
Uniting AgeWell has over 2,500 residential care and independent living unit clients across Victoria and Tasmania. But it’s the demand for in-home and community care that has “gone through the roof” – not only reflecting the desire for people to remain living independently at home and government initiatives but also as a side-effect of COVID-19.
“We’ve probably got over 9,000 in-home and community-care clients, and that part of our business has seen tremendous growth in the last year,” Andy says.
Changing business needed new and improved system
Andy has been with the ‘Uniting’ family for several years. After a long career in corporate finance and systems, he worked for the Uniting Church for a year before transferring to Uniting AgeWell two-and-a-half years ago as a project manager.
Like many long-standing organisations, there are parts of Uniting AgeWell that have stood the test of time – respect, partnership, wisdom, fairness and stewardship – but some of their systems needed an upgrade.
Finding a new contracts management and purchase-order system had been on the cards for a while, Andy says, and it was one of the early projects he needed to get over the line.
An uncoordinated and temporary system
Too many things slipping through the cracks
For some time, Uniting AgeWell used proprietary software for their purchase orders and their supplier management.
Even though only temporary, it was a clunky and disjointed system that made keeping tabs on contracts, compliance documentation and a huge volume of transactions extremely difficult.
The old system was a double-edged sword – without access, operational staff lacked visibility. Giving too many people access meant the data became hard to manage.
With almost 3,000 staff across 60 sites, the organisation had to find a new system that provided greater oversight, compliance over the many individual suppliers, ease of access and a tighter control on spending.
“We wanted one source of information across all Uniting AgeWell where staff could get access to read-only files and see what suppliers we are already working with in their area, to streamline the number of suppliers we use and negotiate bulk pricing, and see what contracts we had in place and when their compliance checks were due for renewal,” Andy explains.
MYOB Advanced meets all business criteria
System ticks three mandatory boxes
Uniting AgeWell looked at various systems in detail, short-listing three options before making the final decision.
MYOB Advanced won for three distinct reasons. It had the right functionality to meet the organisation’s non-negotiable requirements, it had the right price and it was a flexible system that could be customised.
“We had some pretty specific needs that were showstoppers, and MYOB Advanced was able to meet those,” Andy says.
Also, with staff working in the field and throughout the organisation’s various facilities, having a cloud-based solution was a critical part of the selection process.
"No point having a system if it only meets 50 per cent of our business needs. It needs to meet close to 100 per cent – or at least 99 per cent – otherwise, it will not be suitable for the organisation nor meet our business needs."
Better system opens doors to business improvements
Using purchase-order data to negotiate bulk pricing
What Uniting AgeWell originally scoped as a smaller part of the overall business requirements for their new system, has fundamentally changed the way the organisation manages its suppliers.
Alongside a streamlined PO system, they’ve implemented new processes, item categories and a strict hierarchy of controls to help with manager approvals. Most importantly, the system is simple and easy to use.
Once a purchase order has been raised, it follows an automated approval process hierarchy. When approved by the Manager, a PDF copy with the organisation’s standard terms and conditions is automatically emailed to the supplier.
They’ve also added a search function so the finance team can use data mining to negotiate better deals like bulk pricing with suppliers.
“If we’re using five suppliers to purchase one type of item, why not use one supplier and get a better price?” Andy says.
“Before putting the new system in, we had no real visibility of that information – now we’re dealing in facts,” he adds.
Significantly improved internal controls
With this system, the team has been able to close the gap between purchase orders being authorised and invoices getting paid.
New suppliers cannot be set up unless a specific form is completed and automatically goes through to the contracts department with the visibility needed to properly manage the process.
"It’s improved our internal control significantly, and there is a lot more information available at our fingertips."
Quick win: compliance checklist
Finally, the organisation can now stay on top of all their many supplier compliance obligations – using a simple yet comprehensive set of required compliance attributes built into the system.
“For us, compliance is not negotiable. If we haven’t made sure our suppliers have up-to-date compliance checks and insurance, then we suspend them and do not use them until they are compliant,” Andy says.
Uniting AgeWell has also customised system alerts that pop up in advance when a supplier’s compliance checks are due for renewal. For the contracts department this is a big win – not only can they now work proactively, but it also helps the team maintain better relationships with suppliers.
"It means senior management now has confidence that we’ve got a compliance system in place that won’t fail us."
Like any business, needs will change over time, but Andy has confidence in a system that can be changed and modified to grow and adapt to the ever-changing business environment.
"Sometimes you can do all the specs in the world, but it’s when you start using a system that you start thinking about ways to do things better."
60 years of Uniting AgeWell
An incorporated entity, owned by the Uniting Church in Australia (Synod of Victoria and Tasmania) but operated and managed independently
Started as small community-based aged-care groups run by individual congregations, brought together as Uniting AgeWell in 2004
One of Australia’s largest not-for-profit providers of residential and community aged-care services in Tasmania and Victoria
Doing better business with Advanced
Simplified purchase-order process with better approval controls
Can use data to improve supplier contracts, pay suppliers quickly
Cloud-based system: staff working remotely can place orders
Supplier information in one system accessible across all departments and locations
Compliance system that makes senior management happy
Lots of room to grow – more modifications can be made later
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Medical Protection Society
"Advanced’s flexibility meant it could be structured to meet our requirements."
Professional services supported by MYOB ERP
The Medical Protection Society Limited (MPS) is the world’s leading protection organisation for doctors, dentists and healthcare professionals. As a long-time MYOB user, when the time came to update its financial management systems, it chose MYOB Advanced.
MPS protects and supports the professional interests of more than 300,000 members around the world. It provides its members with a range of educational and risk management services to contribute to risk reduction. The courses run by its Australian branch’s education arm, Cognitive Institute, are attended by thousands of clinicians every year from across Australia and Southeast Asia.
Integrated CRM, Finance required.
“While we’d been using MYOB Premier for a long time, its limitations were showing,” says Corporate Services Manager, Lynley Mangin.
Extracting data for various reports was a time-consuming task, and a more flexible reporting tool was required. MPS also wanted a Cloud-based system that could link with the cloud system run by its UK parent, and to support an increasingly mobile workforce.
Other systems assessed were either too big or too small, and the organisation’s history with MYOB meant that Advanced was on the radar from the outset when it went shopping.
“Advanced’s flexibility meant it could be structured to meet our requirements, rather than having to change our requirements to meet the system,” Lynley says.
A complex job well done
Advanced’s ease of integration with other systems has delivered major dividends for MPS. The MYOB Partner showed its experience in tackling what turned out to be a complex implementation.
“They made a real effort to understand our business; what we want to achieve and why we want to achieve it,” Lynley says. “The installation process was complex, but we never got the sense that anything was unachievable.”
Better reporting and visibility
With Advanced, MPS is now achieving the reporting standards it required. Data is extracted more quickly and easily, and the integration with Salesforce gives greater visibility of the revenue generated and costs incurred from the various events it stages.
“MYOB Advanced is making a significant difference to our business, and we know that further adaptations are possible to improve our operating processes further as we move forward and provide even better service to our members,” Lynley concludes.
Lack of detailed reporting
Reports slow and difficult to extract
CRM integration required
Too much double data entry
More comprehensive reports
Data readily available
CRM integration achieved
Double entry reduced
MYOB Exo Case Studies
"The system is very intuitive and easy to use, and for us in Head Office the GL functionality, reporting and the ability to extract data made life so much easier"
Setpoint is one of New Zealand’s leading providers of building automation and energy management systems, which includes the control of services such as heating, ventilation, air conditioning, refrigeration, lighting, power monitoring and electrical loads. Their portfolio includes everything from commercial offices, shopping malls and stadiums to art galleries, cinemas and leisure centres. Setpoint’s subsidiary company, Smart Touch, provides Home Automation and Lighting Automation solutions.
Time to renovate
For eight years prior to upgrading Setpoint used Concord, a locally developed package that initially also offered local support. Then, back in October 2007, there was a partial switch to MYOB when the company decided to implement MYOB Exo Business for its Sales Division in New Zealand. The bulk of the business remained with Concord.
As time wore on, there were a number of critical issues with the old system, not least the reporting functionality which was very restricted. The system was not real-time which meant there was a reliance on scripts running via a scheduler overnight to update GL accounts, plus not being able to export data out of the system in any useable format was a real headache. Also, there were other problems as Janette Campbell, Group Administration Manager of Setpoint recalls, “Over time the relationship with the program providers had eroded to the point where our support was virtually non-existent.”
Foundations for the future
Setpoint management decided that the time was right to overhaul their entire system, so they set about evaluating what was in the market and which system would best meet all of their growing needs. After the earlier success of implementing MYOB Exo into the Sales Division. MYOB was high on their list, especially given that Setpoint were keen to select a company with an international reputation coupled with local support they could call on whenever they needed.
Innovation was another big consideration says Janette Campbell, “The building automation industry is continually evolving and so are the requirements of our business, hence we wanted a likeminded business, one that values and understands the need to continually develop products, add new functionality and enhancements.” Exo’s long list of features and scalability ticked all the boxes while MYOB’s reputation for support throughout New Zealand confirmed Setpoint’s decision.
Change for the better
“I have always been able to work well with our implementation team — they are always very obliging and over time they have developed a good understanding of our business, plus they’re flexible which is good as we have changed tack a few times with what we actually require.” Their partner readily listened to Setpoint’s needs, helped develop solutions, and stepped the team through training on functionality.
Common with the introduction of any new system there were a few initial headaches, however it wasn’t long before Exo’s benefits lived up to expectations. Campbell agrees, “The system is very intuitive and easy to use, and for us in Head Office the GL functionality, reporting and the ability to extract data made life so much easier."
Now that Exo is fully established and integrated across its 3 offices Setpoint is enjoying all the benefits of one system for all aspects of their business. From customised reporting and easier data export through to simple GL functionality and the ability to add more modules when and if needed, Exo is providing Setpoint with the control, flexibility and functionality to continue to grow their success.
Problems across the board with reporting
A system that didn’t meet all the key business needs
Lack of quality support
Easily customisable and adaptable to meet changing needs
Increased levels of automation has reduced data entry time
Staff like the user-friendly menus & dashboards