Flourish Australia
Industry
Healthcare Complex Mental Health Support Provider
State
Operates Nationally, Australia
Products and services
Dynamics 365 Field Service
Dynamics 365 Customer Service
Dynamics 365 Sales Insights
Dynamics 365 Customer Insights
Dynamics 365 Customer Voice
Power Pages Portal
Copilot AI
Size
1 100+
Discover how Sognos helps leading organisations like Flourish Australia transform service delivery through Dynamics 365. Get in touch
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.
Transforming Service Operations with Microsoft Dynamics 365
To replace its ageing Client Information Management System (CIMS), Flourish Australia partnered with Sognos to design and implement a modern, cloud-based solution built on the 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.
The Situation
Before the transformation, Flourish faced several key challenges:
- Legacy CIMS system reaching end of life and no longer meeting business needs
- Double handling of data and manual processes creating significant administrative overhead
- Non-standard processes and poor data quality impacting funder reporting and participant support
- Multiple siloed systems managing critical operational and service-delivery functions
The Solution
Sognos implemented a highly configurable Dynamics 365 solution designed specifically for the complex needs of the mental health and community services sector. Key features 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 (Sales and Continuous Improvement)
The Impact
Since implementation, the Flourish Connect platform has delivered significant benefits:
- Supporting over 1,100 users across the Flourish Australia network
- Providing a single source of truth for all operational and reporting needs
- Enabling the team to eliminate redundant manual steps and improve productivity
- Offering high configurability to adapt and extend the solution as organisational needs evolve
This transformation has empowered Flourish Australia with a scalable, future-ready system that drives efficiency, improves reporting accuracy, and supports better outcomes for participants and stakeholders alike.
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.
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!