The challenge
Reduce the manual burden of payroll
After opening its doors six years ago, it became clear that New Chapter Support needed to invest in a reliable payroll solution that could streamline operations and grow with it.
Danny Smith, New Chapter Support’s Chief Operating Officer, explains.
“Demand for our services grew quickly and our payroll processes had to support that. At the time, payroll was very manual and inefficient. We were encountering a lot of errors, and spending a lot of time fixing them,” Danny said.
“We needed a system that would take away this burden; that would accurately interpret different pay rates and make our payroll processes much more effective.”
After exploring multiple payroll products, New Chapter Support chose 2cloudnine’s award interpretation and payroll solution.
“We loved how 2cloudnine is built on Salesforce. We use Lumary and Skedulo, which are both Salesforce-based, so the ease of integration that working on the same platform enables – coupled with the innovation, security and scalability benefits – met our needs perfectly.”
But that wasn’t the only reason.
“2cloudnine’s extensive knowledge, customer service and implementation approach are a cut above. Their solution is also fully automated and customisable,” Danny said.
“Most importantly, they know the SCHADS Award inside out, which gave us confidence in their solution and its accuracy. They have their finger on the pulse, so we knew we could improve our payroll processes.”
An automated, accurate solution designed for growth
Fast forward to today and New Chapter Support is now processing its payroll in a quarter of the time.
“Before 2cloudnine, it took us 16 hours to run our weekly payroll; we’ve reduced it to four,” Danny said.
“What’s more, the improved accuracy is incredible. Pay discrepancies are almost non-existent – we’re lucky if we have one a week.”
Having an automated system that, once a timesheet is approved, can accurately and reliably interpret different pay rates and conditions – including overtime, travel and sleepovers – has made a world of difference to New Chapter Support.
“Payroll used to be one of the most complex processes in our business; now, it’s one of the easiest,” Danny said.
“It’s reassuring to know that our compliance with the SCHADS Award is all taken care of. And that’s freed up our accounting team to focus on other strategic projects that support our organisation’s mission.”
A big value-add has been the real-time analytics, dashboards and reporting features 2cloudnine provides – not only when it comes to payroll anomalies but the cost for delivering care.
“We now have a much clearer picture of our labour costs against service delivery. And that enables us to improve how we run our business by optimising our rostering and resources more effectively.”
The benefits
Looking ahead
A partnership central to New Chapter Support’s success
For Danny and the New Chapter Support team, they couldn’t be happier with how their payroll functions and their enduring partnership with 2cloudnine.
“We love the 2cloudnine product and experience. Their customer service is next level. They’re always there for us, even if it’s a last-minute request. We’ve never had a support ticket go unanswered or unresolved; they jump on it, and they fix it,” Danny said.
“They really have revolutionised our business. They are committed to fine-tuning their solution to fit your needs. I couldn’t imagine another NDIS provider using any other payroll system out there because it’s that good.
“The SCHADS Award is so incredibly complex and always changing, yet 2cloudnine handles all of that with ease – their platform is constantly responding and evolving. Without a doubt, 2cloudnine is central to the future growth and success of our business.”
