Single source of the truth transforms payroll and reporting
COMPANY
St John's Community Care
INDUSTRY
- Healthcare
FEATURES
LOCATION
Australia
MEET ST JOHNS COMMUNITY CARE
For almost 30 years, St John’s Community Care has delivered aged care, disability and community care services across Queensland from Brisbane to Thursday Island. Operating across seven offices, the organisation supports more than 5,500 people and employs a workforce of over 300 casual and full-time staff. It provides a range of services through government programs including the National Disability Insurance Scheme (NDIS) and Support at Home.
As part of a major system transformation, St John’s set out to modernise its operations on the Salesforce platform with 2cloudnine’s payroll and award interpretation at the core of the end-to-end solution.
Key outcomes since implementing 2cloudnine
- 50% reduction in headcount required to run payroll, freeing capacity for higher-value finance work
- 50% reduction in payroll processing time, from three days to 1.5 days per fortnight
- A single source of truth across timesheets and service scheduling
- Powerful new reporting enabling better rostering and staff work-life balance
- Greater transparency for staff through a community portal for timesheets and payslips
- Increased capacity to serve more clients with fewer internal resources
Replacing a slow, manual payroll process
Before the transformation, payroll at St John’s Community Care was highly manual and required three full-time payroll officers.
“There was a lot of manual work to extract the data from our old system into a spreadsheet. We’d review it, manipulate it, run formulas, then run it through an interpretation application, review it again, and review it once more before we paid. It just wasn’t as efficient as we wanted”, said Drong Vue, Chief Operations Officer, St John’s Community Care.
The need for change was sharpened by a significant regulatory shift with the transition from Home Care Packages to the new Support at Home program. With a legislative deadline looming, St John’s wanted a modern, integrated system that could remove manual workarounds and give the business room to grow.
An end-to-end Salesforce ecosystem with 2cloudnine at the core of payroll
St John’s chose Salesforce for its ability to integrate across the business, bringing Health Cloud and Home Health (Field Services) together with 2cloudnine payroll and award interpretation in a single ecosystem. Salesforce Home Health (Field Service) manages scheduling and client onboarding and another partner handles claiming and invoicing. Once a shift is completed, the timesheet flows into 2cloudnine, where award interpretation runs continuously and the payroll team reviews and finalises each pay run.
Because the data never leaves the platform, St John’s now works from a single source of truth increasing efficiency, eliminating manual processing and enabling reporting in real-time.
“Because 2cloudnine and Salesforce are integrated, we’re basically working off a single source of truth. It’s much easier to track our timesheets from 2cloudnine through to the services scheduled in Salesforce Field Service.”
The project began in November 2024, with intensive work between January and July 2025. Despite the tight timeline, the team successfully went live on 1 July 2025 meeting its internal deadline. While there were a few early data refinements to work through, the 2cloudnine team supported the organisation closely through its first pay runs.
Fewer resources, greater efficiencies and powerful reporting
The efficiency gains were immediate. Payroll that once required three full-time employees now needs around 1.5, enabling the team to focus on other financial processes. Payroll processing has also halved, from up to three days per fortnight to just one and a half. And those gains have held as the business continues to grow – with more clients, a larger casual workforce and more hours processed, all absorbed by a smaller payroll team.
Beyond processing, the new reporting has changed how St John’s manages its workforce. An overtime report helps ensure staff aren’t working more than 76 hours a fortnight, supporting work-life balance. They also now have greater visibility of gaps between appointments helping the team schedule more effectively and reduce downtime between services. Senior leaders and regional managers have responded to the change positively, with data now readily accessible and reporting that simply wasn’t available in the old system.
“The reporting we get from payroll is very powerful … it helps us schedule in a much more effective way with fewer gaps and better balance for our team.”
Employees have felt the difference too. A new portal gives employees direct access to their timesheets and payslips, improving transparency and removing a common frustration under the old system. Payslips also carry more details than the previous system provided.
A partnership that supports growth
St John’s is now focused on strengthening data integrity and staff training to get the most from the solution. The team has also begun working with 2cloudnine’s new Resource Cost Optimisation (RCO), starting with budgeting and analytics capability , which forecasts roster costs and provides detailed cost insights per appointment, with plans to build on it as it moves fully into production.
Reflecting on the transformation, Drong is clear about the value of the partnership with 2cloudnine and would recommend 2cloudnine to other community care providers.
“2cloudnine has been a valuable partner through this transition and their implementation team was always available through this transition and their implementation team was always available. With what we’ve achieved and the efficiencies we’ve gained, I’d be happy to recommend them.”
CUSTOMER STORIES
Ready for a step change in your business?
Discover how our customers have transformed their businesses.
- Healthcare
- Staffing
Protected: Optimising Hudson’s payroll operations
- Healthcare
A solution trusted for its accuracy
- Staffing
- Healthcare
- Healthcare
