Case studies

The Challenge

Five independent scheme agents operating separate IT systems at $50M per year each created fragmented customer experience, duplicated infrastructure, and complex regulatory reporting. With 3.5M employees depending on the service, transformation required zero business disruption.

The Solution

Designed and delivered data migration architecture enabling $360M transformation to cloud-based Guidewire and Salesforce platforms. Implemented multi-tier reconciliation framework, comprehensive data quality cleansing (address standardisation, ABN validation, practitioner accreditation), and regulatory reporting validation to achieve State Insurance Regulatory Authority (SIRA) approval.

Business Impact

• Zero business disruption: migrated 1.5M+ contacts and 338K+ employers with full regulatory compliance
• Consolidated systems: five disparate agent systems into one modern cloud platform
• Digital self-service: enabled 55,500+ online transactions for employers and injured workers
• Regulatory approval: full SIRA compliance with weekly reporting and financial reconciliation

The Challenge

One of Australia's largest insurers needed to migrate 5M policies and 10M customers from legacy to strategic systems without disruption. With 300K policies renewing monthly, a "big bang" approach was not feasible. The programme required years of coexistence between old and new platforms while maintaining a consistent customer experience.

The Solution

Designed and implemented a Customer Master Data Management (CMDM) platform as the single source of truth, enabling gradual migration. The platform synchronised customer data across legacy and strategic systems, powered multi-product discounting across all brands, unified the marketing engine, and supported digital channels including online portals, mobile apps and Okta integration.

Business Impact

• Enabled $1B+ transformation: multi-year migration with zero business disruption
• Multi-brand platform: unified data platform supporting three direct insurance brands across Australia and New Zealand
• Multi-product discounting: competitive pricing driving retention and portfolio growth
• Strategic partnerships: enabled retail banking partnerships in Australia and New Zealand
• Digital excellence: unified online portals and mobile apps with consistent data
• Coexistence architecture: legacy and strategic systems operated in parallel for years

The Challenge

A multi-site healthcare network needed to launch a modern patient loyalty programme while consolidating fragmented patient data across 15+ independent clinic systems. The existing legacy loyalty platform required migration with member benefits preserved, against complex patient matching across multiple practice management systems, family relationship structures, and strict healthcare privacy requirements.

The Solution

Designed end-to-end architecture for a Salesforce-based loyalty platform with Azure middleware. Applied master data management techniques (cleansing, matching and deduplication) across Best Practice, Medical Director, Gratifi and dental systems to create a Salesforce-based customer master and single view of patient. Delivered low-level API design for web, mobile and in-clinic channel integrations using serverless C# APIs, and established ongoing batch feeds for patient synchronisation.

Business Impact

• Patient engagement platform: 500K+ patient records migrated with loyalty memberships and family structures preserved
• Digital-first channels: API-first architecture enabling web portals, mobile apps and in-clinic enrolment
• Data quality: advanced patient matching and deduplication across disparate source systems
• Privacy compliant: healthcare data segregation, consent management and regulatory compliance
• Azure platform uplift: comprehensive Azure environment assessment with governance and cost optimisation roadmap
• Scalable integration: event-driven architecture supporting future growth and channel expansion

The Challenge

A rapidly scaling franchise operation with fragmented data across CRM, POS, workforce management, customer feedback, HR and safety systems. Manual Excel-based reporting consumed staff time, there was no single source of truth for performance metrics, and limited data-driven decision making constrained growth strategy and franchise partner support.

The Solution

Designed a comprehensive data and analytics strategy with phased platform evolution from Azure Data Factory to Microsoft Fabric. Established a Data & Analytics Operating Model with governance committee, defined roles and self-service capabilities. Created a roadmap integrating all operational systems, implementing Power BI for enterprise reporting, and building the foundation for future AI and ML capability.

Business Impact

• Data-driven culture: transitioned from Excel-based manual reporting to an enterprise analytics platform
• Operational visibility: consolidated data from 6+ systems enabling cross-location performance analysis
• Self-service analytics: empowered business users to generate insights independently
• Scalable foundation: cloud platform supporting expansion from 47 to 100+ locations
• AI-ready architecture: Azure OpenAI integration pathway for predictive analytics and ML
• Managed service model: flexible resourcing avoiding fixed headcount while building capability

The Challenge

A major water utility serving 1.7 million people needed unified analytics across 4 million assets spanning six networks: water, stormwater, sewer, facilities, fleet and plant. Over 200 fragmented Power BI workspaces with inconsistent data quality prevented effective asset lifecycle management. Slow report delivery and a lack of predictive maintenance capability created operational risk and regulatory compliance challenges.

The Solution

Designed and delivered a comprehensive Asset Management Data Platform on Snowflake with automated data transformation pipelines. Integrated asset data from IPS, EAM and GIS systems into unified analytical models supporting asset lifecycle assessment, maintenance planning and condition monitoring. Delivered Power BI dashboards for asset planners and maintenance teams with automated data quality reconciliation and complete data lineage documentation.

Business Impact

• Unified asset analytics: consolidated 200+ fragmented workspaces into a single platform for 4M+ assets across six networks
• Predictive maintenance: enabled condition-based maintenance targeting a 15% reduction in unplanned failures
• Operational efficiency: report delivery accelerated from weeks to real-time self-service analytics
• Data-driven planning: asset lifecycle visibility targeting a 10% reduction in total cost of ownership
• Customer impact: asset health monitoring targeting a 25% reduction in service disruptions
• Future-ready platform: scalable foundation supporting AI-assisted analytics and predictive modelling