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Zoho CRMNDISPlan ManagementHealthcare

Transforming NDIS Plan
Management for My Autonomy
with Zoho CRM

Australia's leading NDIS Plan Management provider eliminates fragmented workflows, automates Participant onboarding, and builds a scalable CRM ecosystem for Participants, Support Coordinators, Nominees, and Providers.

60%
Manual Tasks Reduced
4
Stakeholder Types Unified
360°
Participant View
My Autonomy
ClientMy Autonomy
SectorNDIS Plan Management
SolutionZoho CRM + Desk
PartnerFI Digital
Start Your Journey
About the Client

My Autonomy is a leading Australian NDIS Plan Management provider dedicated to helping individuals with disabilities and their carers lead independent lives. Operating across Australia, MyAutonomy manages NDIS plans, financial transactions, and service delivery — serving Participants, Support Coordinators, Nominees, and Providers as a trusted ecosystem partner.

The Challenges

Fragmented Workflows
Limiting Growth

Disconnected Systems

Gravity Forms, Zoho CRM, and Brevity Care Software were not integrated — creating manual processes and data silos across Participants, SCs, and Nominees.

Inefficient Onboarding

Manual onboarding and task allocation couldn't scale to support the growing Participant base, slowing response times.

Data Integrity Issues

Inconsistent data entry and fragmented systems led to errors, incomplete records, and unreliable reporting.

Customer Experience Gaps

No feedback system to capture Participant sentiment and identify churn risks — leading to retention challenges.

The Solution

A Unified Zoho Ecosystem
Built for NDIS Operations

Zoho CRM — Participant Management
Relationship Mapping

Configured CRM modules for many-to-many relationships between Participants, SCs, Nominees, and Providers — enabling a full Customer 360 view.

Website Integration

Gravity Forms integrated with Zoho CRM via Zapier — automating lead capture, email validation, and record creation/update for all three Stakeholder types.

Streamlined Onboarding

Automated lead-to-contact conversion based on Participant type and source, removing manual steps from the onboarding journey.

Task Automation

Workflows automatically assign tasks by lead territory or contact type, with dashboards tracking actions by agent, status, and due date.

Data-Driven Insights

Custom dashboards and reports for lead conversion metrics, SC referrals, and Participant retention.

Zoho Desk — Support Enhancements
Intelligent Ticket Assignment

Rules assign tickets based on agent skillsets, specialties, availability, and department — boosting efficiency.

Email Domain Routing

Dynamic email domain-based ticket categorisation streamlines resolution across departments.

Automated Escalations

Department-wise tracking with automated escalations for high-priority Participant issues.

"

"Adithya and the team at FI Digital were extremely helpful and knowledgeable with respect to maximising the capability of the Zoho ecosystem. We found Adithya and the team to be proactive, consultative and willing to not only challenge conventional thinking with respect to business growth and operations, but provide alternative perspectives and solutions that would capitalise on the use of the Zoho One platform. Both John and I have had exposure to Salesforce and Microsoft Dynamics, and we can honestly say — Zoho is a competitively priced and feature-stacked environment, and we're most impressed with FI Digital's ability to connect both face to face in Melbourne and remotely."

MA
My Autonomy Leadership Team
My Autonomy, Australia
The Results

Scalable, Efficient &
Participant-First

60% Fewer Manual Tasks

Integrating tools and workflows into a unified CRM eliminated 60% of manual work — significant efficiency gains.

High-Quality Data

Enhanced validation and relationship mapping produced reliable, actionable insights for leadership teams.

Improved Satisfaction

Regular Zoho Surveys and sentiment analysis boosted Participant satisfaction, with automated reminders strengthening SC relationships.

Scalable Platform

The unified Zoho CRM platform now scales with MyAutonomy's growing Participant base without adding operational overhead.

Ready to Transform Your
Care Operations with Zoho?

FI Digital specializes in Zoho CRM implementations for healthcare, NDIS, and care organisations — delivering integrated, scalable, and people-first platforms that grow with your mission.

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