Flourish Australia: Transforming Service Operations with Microsoft Dynamics 365
“Congratulations and WELL DONE to everyone that has been a part of this magnificent success! You should all be very proud of the quality of work you produce. You make us very proud — THANK YOU!”
Flourish Australia is a leading not-for-profit organisation supporting people with lived experience of mental health issues to live fulfilling, independent lives. With more than 1,100 staff across Australia, Flourish delivers a wide range of community-based services, employment support, and recovery-focused programs.
The Situation
Flourish Australia's legacy Client Information Management System (CIMS) had reached end of life and was no longer meeting the organisation's needs. The team was dealing with significant administrative overhead caused by double handling of data and manual processes. Non-standard processes and poor data quality were impacting funder reporting and participant support, while multiple siloed systems were managing critical operational and service-delivery functions with no unified view.
The Solution
Flourish Australia partnered with Sognos to design and implement a modern, cloud-based solution built on Microsoft Dynamics 365 and Power Platform. The new system — known internally as Flourish Connect — serves as the central operational platform for the organisation, consolidating multiple business functions into a single source of truth.
Flourish Connect manages everything from support operations and stakeholder engagement to participant self-service, marketing, and feedback management — delivering seamless visibility tailored to each user's role and context.
Key capabilities delivered include:
- Configurable modules for Enquiry, Intake, Support Delivery, Billing, and Claiming — integrated with the NDIS PRODA Portal
- Custom Program Profiles and Assessment Tools to support program flexibility and future growth
- Advanced reporting using SSRS and Power BI for accurate funder and stakeholder insights
- Seamless integration with T1-HR, T1-Finance, Emplive Payroll, and Rostering systems
- Stakeholder and Participant Insights dashboards for Sales and Continuous Improvement teams
The Impact
The implementation has delivered measurable improvements across the organisation:
- Supporting over 1,100 users across the Flourish Australia network
- A single source of truth for all operational and reporting needs, eliminating the data silos that previously hampered decision-making
- Significant reduction in redundant manual steps, improving team productivity and freeing time for direct participant support
- High configurability that allows Flourish to adapt and extend the solution as organisational needs evolve
Looking Ahead
With Dynamics 365 and Power Platform at its core, Flourish Australia now has a unified digital foundation to support innovation, continuous improvement, and sustainable growth — ensuring technology keeps pace with its mission to support mental health recovery across Australia.