Challenges
When Kidsafe Victoria launched its Nursery Equipment portal, the organisation faced several challenges. The transition occurred after the initial vendor’s hypercare period had ended, leaving the internal team without reliable technical support during a critical rollout phase.
The team struggled with portal troubleshooting, including resolving external user access issues and views. They also needed to establish new system processes for unexpected issues not identified during development.
At the same time, Kidsafe Victoria had stringent reporting requirements from the Department of Health. Meeting these obligations depended on the stability of the NEP portal and the team’s ability to trust the accuracy of the data.
Solutions
Blaze Your Trail stepped in to provide immediate and ongoing technical support. They delivered rapid responses to issues, enabling the team to address portal challenges in real time. This meant service delivery could continue seamlessly despite technical hurdles.
A strong working relationship was built through clear communication and transparency. Issues and potential solutions were explained in terms the operational team could understand, resolving problems and upskilling staff to manage processes themselves in future.
Beyond technical fixes, Blaze Your Trail brought an in-depth understanding of Kidsafe’s business processes and the NEP program. This business knowledge allowed her to recommend practical, sustainable solutions that aligned with the organisation’s long-term needs, rather than short-term patches.
Benefits
Trusted Expertise
Kidsafe Victoria gained confidence knowing they could rely on Blaze Your Trails deep understanding of both Salesforce and the NEP program. This expertise provided reassurance that issues were resolved correctly and that system processes were built on best practice.
Improved Team Capacity
The service not only fixed issues but also strengthened the team’s ability to manage its own processes. With guidance and confirmation, staff were able to troubleshoot with greater independence and clarity.
Reliable Reporting and Service Delivery
With secure processes in place and reporting requirements met, the NEP portal now performs at a high level. The organisation can meet Department of Health reporting standards, reduce double handling of data, and ensure smooth service delivery across the state.
In his own words...
"The Emerald Service has provided a great level of support to Kidsafe Victoria, helping us build Salesforce in a way that delivers real value, reduces double-handling, and ensures we are getting the most out of the platform.”
Sarah Sexton
CEO
Kidsafe Victoria
You can view and print the Kidsafe Victoria Case Study here.
