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SoftwareOne case study
BaptistCare teams up with SoftwareOne to champion AI adoption and employee satisfaction
BaptistCare partnered with SoftwareOne (formerly Crayon) to blaze a trail in AI adoption, leading to improved productivity and higher-quality customer service.
Executive Summary
- Harnessing Microsoft 365 Copilot’s AI and data analytics features to unlock new insights and better serve communities.
- Enhancing the non-profit’s value and improving its customer satisfaction.
- Streamlining and automating processes, allowing focus on quality care.
- Enabling staff to excellently serve tens of thousands of customers across Australia, without the need for overtime.
Adopting AI in aged care facilities with SoftwareOne
Established in 1944, BaptistCare is an Australian-based non-profit organization that delivers services and care across residential aged care, retirement living, home care, and offerslo a range of community services including affordable housing and advocacy and support for women and children escaping domestic and family violence.
Its 6,000 employees and 600 volunteers support over 25,000 people across more than 100 locations in NSW, ACT, and WA. BaptistCare places a high priority on keeping staff happy and ensuring they have the best possible tools to be productive and effective.
However, ask anyone who works for a non-profit organization and they’ll likely confirm they wear many hats. Non-profits are commonly challenged to do more with less and must navigate unique hurdles, including a deep reliance on Government grants and effective fundraising. Non-profits operating in the aged care sector must adhere to industry regulations and compliance requirements, while continuously reporting on organizational sustainability and community impact to secure ongoing funding.
While these organizations recognize the potential of innovative technology to drive greater productivity, technology adoption comes with questions of cost, compatibility with legacy systems, security considerations, and the need to upskill employees.
Faced with these challenges and needing to respond to a significant change in its organizational structure, BaptistCare has proactively pioneered and championed the adoption of AI technology.
In 2023, BaptistCare began its bold journey to AI adoption and is leading the way in innovation in the non-profit sector across Australia and New Zealand.
- Client
- BaptistCare
- Industry
- Healthcare
- Platform
- AWS Cloud
- Services
- Data and AI
- Country
- Australia
Serving communities with AI’s support
Given that BaptistCare relies on limited government funding, the non-profit had to make effective use of its budget to achieve digital transformation. However, with varied filing systems across the organization, collaboration and productivity were a challenge. After a significant organizational change, it had to manage a plethora of new personnel and records, some of which were duplicates or different versions of the same documents.
BaptistCare saw AI as a game-changing tool to help it overcome these hurdles and enhance its productivity. To support its AI adoption on a lean team and scarce resources, BaptistCare turned to SoftwareOne.
Having had a strong collaboration with SoftwareOne for five years, SoftwareOne had already proven itself as a reliable innovation partner. Given the long-standing partnership, SoftwareOne was well-placed to understand the non-profit’s needs.
Optimizing operations with Microsoft 365 Copilot
After analyzing BaptistCare’s goals and challenges, SoftwareOne’s specialists suggested a solution that would give them the tools to drive innovation forward: Microsoft 365 Copilot.
Given BaptistCare’s lean resources, SoftwareOne collaborated with Microsoft to help secure cost savings for its Copilot licenses through Microsoft’s Tech for Social Impact initiative. By December 2023, BaptistCare was ready to optimize and secure its environment and plan an adoption roadmap together with SoftwareOne.
As part of Microsoft's Copilot Partner Early Access program, SoftwareOne also had an edge when it came to helping BaptistCare. Being one of less than 40 partners globally in the first wave of participants in the Copilot Jumpstart Program, SoftwareOne was able to procure the licenses before anyone else—an advantage that in turn propelled BaptistCare’s position as a pioneer in AI deployment.
Learning to leverage the full benefits of Microsoft 365 Copilot
Over the previous two years, BaptistCare had invested heavily in IT and taken bold steps to become a fully cloud-based and agile organization. This would enable it to keep its workforce happy and productive while servicing its clients and communities better.
Even so, adopting Copilot would revolutionize the staff’s work processes and working habits. It was a significant undertaking that called for extensive support.
SoftwareOne stepped up to engage stakeholders across BaptistCare and construct a clear and flexible service offering. By collaborating with the IT and Marketing & Communications teams, SoftwareOne delivered a range of workshops and adoption activities. These empowered BaptistCare to safely roll out Microsoft 365 Copilot and enable continuous learning and development.
I was able to whip up a business case so fast that I could focus on making it great, not just getting it done.
BaptistCare Copilot Champion
To begin the engagement, SoftwareOne performed a comprehensive assessment of BaptistCare’s current IT environment. The team identified strengths, gaps, and opportunities for improvement, developing a roadmap for robust policies and procedures that would ensure continual data protection.
This assessment allowed BaptistCare to conduct a pre- and post-technical readiness review, bolstering confidence that the organization could leverage the benefits of Copilot safely and securely.
To strengthen BaptistCare’s readiness, SoftwareOne provided advice to ensure that all Microsoft 365 Copilot users were appropriately onboarded and aware of the guardrails and that they had an avenue to report data anomalies and risks. This enabled employees to clearly understand Microsoft’s Zero Trust Framework, affiliations with global Responsible AI responsibilities, and how their data would be secured, used, and accessed.
Next, SoftwareOne supported BaptistCare to build a Microsoft Teams-based Centre of Excellence and a training roadmap to upskill Microsoft 365 Copilot champions On the back of the initial Copilot overview, BaptistCare was empowered to begin identifying use cases within their own environment to ascertain which workflows may be low hanging fruit to drive productivity.
Overall, approximately 300 Microsoft 365 Copilot users were trained and gained valuable insights into the sector experiences and requirements to succeed with AI technology.
Improved productivity, higher customer satisfaction
Very rapidly, BaptistCare was able to unlock the full potential of Microsoft 365 Copilot for mission-critical operations and services.
Harnessing Microsoft 365 Copilot’s AI and data analytics features, BaptistCare has unlocked new insights into serving its communities better. With the power of analytics, the non-profit has enhanced its decision-making and discovered new opportunities to improve its customer satisfaction.
Most importantly, using Microsoft 365 Copilot has accelerated the team’s operational efficiency. Microsoft 365 Copilot helps BaptistCare staff transform their business processes and customer experiences, giving them a competitive edge in delivering high-quality aged care. Some tasks that took a week to complete are done in hours.
Donna, a BaptistCare Microsoft 365 Copilot Champion, attests to her increased productivity. “I was able to whip up a business case so fast that I could focus on making it great, not just getting it done,” she says.
This efficiency ensures that BaptistCare staff can provide excellent service to tens of thousands of customers across Australia.
With the help of SoftwareOne and Copilot, BaptistCare has transformed its business processes and customer experiences, giving it a competitive edge in the aged care sector. As a partner who believes in the power of technology to drive the greater good, SoftwareOne looks forward to helping BaptistCare drive more innovation and continue supporting its digital transformation journey, every step of the way.
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