Measurable Outcomes
From 2 states to national
Live in June 2024 with 2 states, 10 agencies and 40 users. Two years on: all 8 states and territories, 58 agencies, 310 locations and 410+ users.
Figures from Financial Counselling Australia, July 2026.
30,000+ appointments
Booked through Appointiv since go-live, inside FCA's Salesforce.
Over 78% attendance
Automated SMS and email reminders keep clients turning up.
One national search
NDH call-centre staff search and book across every agency in Australia, so clients don't ring around for availability.
Data residency
All client information stored in Australia.
Challenge
Financial Counselling Australia faced a complex mission: coordinating financial counselling services across an entire continent through the National Debt Helpline (NDH). With strict requirements for Australian data residency and the need to connect multiple independent agencies, they needed a solution that could:
- Connect vulnerable clients with local financial counsellors across Australia
- Maintain strict privacy between independent counselling agencies
- Provide real-time availability across multiple time zones
- Support specialized financial counselling services for different financial situations
- Keep all client information stored within Australia
Strategic Solution
A comprehensive Salesforce-based system was implemented with Appointiv at its core, revolutionizing how NDH connects Australians with financial counselling.
- Custom map-based interface for NDH call centre agents
- Intelligent matching of client locations with nearby agencies
- Skill-based financial counsellor assignment for specialized financial situations
- Real-time availability checking across time zones
- Complete data residency within Australia through Salesforce's local data centres
- Integration with Cronofy's Australian data centre for calendar synchronization
- Domestic SMS delivery through MessageMedia's Australian infrastructure
- Sophisticated sharing rules protecting client confidentiality
- Granular access controls allowing agencies to maintain independence
- Secure visibility rules for call centre agents
- Private calendar synchronization maintaining financial counsellor privacy
- Service-specific automated instructions and email communications
- SMS reminder system aimed at reducing appointment no-shows
- Automated follow-up workflows for missed appointments
- Customized response protocols based on no-show reasons
Transformative Impact
- Successfully unified multiple independent agencies under one platform
- Enabled shared services while maintaining agency autonomy
- Created a consistent national booking experience
- Streamlined cross-state resource allocation
- Reduced administrative overhead through automation
- Improved resource utilization with real-time availability
- Enhanced reporting capabilities across the network
- Faster connection to appropriate financial counsellors
- Better matching of specialized financial counselling services
Key Innovation:
Compliant Shared Service Model
The solution's most significant achievement is its shared service architecture, with all client information stored in Australia:
- Australian data residency: client information is stored in Salesforce's Australian data centres, with calendar sync through Cronofy's Australian data centre and SMS through MessageMedia's Australian network
- Seamless integration between Salesforce, Cronofy and MessageMedia
- Enterprise-grade technology delivered through a collaborative shared-service model
- Independent agency record-keeping while sharing appointment capabilities
- Counsellors set their own schedules across multiple locations, with in-person, phone and video appointments on different days
- Supports Australian privacy requirements by keeping client information stored in Australia
"This solution is transforming the way people access financial counselling services across Australia. The ability to quickly connect clients with local, specialised support while maintaining privacy and independence for the agencies we work with has significantly increased our ability to help people in financial hardship. The assurance that all our data remains within Australia gives us confidence in the security and compliance of our operations."
Dr Domenique Meyrick, Co-CEO, Financial Counselling Australia
