A Guided Case Management Experience for Seniors Rights Service

The Challenge: One Consistent Way to Capture Every Case

Seniors Rights Service provides advocacy and support to older Australians across NSW. As the organisation continued to grow its services, it set out to strengthen how case information was captured — moving toward one consistent, structured way of recording every advocate interaction.

Achieving that meant thinking through the full case data journey, not just the reporting layer.

What Needed to Come Together:

• A Single, Guided Journey: Case-level detail — notes, participants, services, action plans and interactions — needed to be captured through one consistent process rather than several disconnected steps.
• Built-In Data Quality: The team wanted assurance that every record captured was complete and accurate, with validation built into the process itself rather than checked after the fact.
• A Frontline-First Experience: Advocates needed to capture this detail in the moment, while actively supporting an older person — so the process had to be quick, intuitive and low-friction.
• Clear, Reliable Reporting: Leadership wanted a consolidated, structured view of case activity they could report from confidently, at any time.

The Solution: A Guided, Single-View Case Management Experience

Zenyus partnered with the Seniors Rights Service team to design, build and deliver a solution on top of Agentforce for Nonprofit — taking full advantage of its out-of-the-box case management data model as the foundation.

1. Guided Processes Built on OmniStudio and Screen Flows

Rather than asking advocates to navigate multiple related objects manually, we built guided, step-by-step processes using OmniStudio and Screen Flows — so every case interaction is captured through one consistent, structured journey.

2. Consolidated Data, Captured in a Single View

Case notes, participants, interaction details and time spent are all captured back onto the parent case in one seamless flow — bringing together what previously required navigating several different records.

3. Validation Built Into Every Step

The guided process validates each step as advocates move through it, so records are complete and consistent by design. In total, over 300 business rules were delivered to support data quality and process consistency — from mandatory fields on case notes to checks that keep related records aligned.

4. Reporting and Dashboards, Ready from Day One

Reports and dashboards were built and delivered as part of the same three-month engagement, giving Seniors Rights a clear, consolidated view of its case activity from the moment the new process went live.

5. Change Management for a Smooth Rollout

Zenyus team supported Seniors Rights' change management effort, ensuring the new process was clearly communicated and understood by more than 50 staff members ahead of go-live.

The Outcome: Zero Issues, Full Adoption, Delivered on Time

From design through build, system testing, UAT and go-live support, the entire engagement was delivered in just three months.

• A Clean, Confident Go-Live: No issues were reported in production following release — a reflection of the rigour applied through system testing and UAT.
• Three Months, Start to Finish: The full journey — design, build, test, UAT and change management — was completed end to end in three months.
• Consistent Data, Every Time: Advocates now capture case notes, participants and time spent through a single guided process, with validation built in from the start.
• 300+ Business Rules Enforced: A comprehensive rule set supports data quality and process integrity across every object, helping ensure information is captured correctly the first time, every time.
• A Clear View for Leadership: Seniors Rights now has a consistent, consolidated view of its case activity, ready to report from at any time.
• 50+ Staff, Smoothly Onboarded: Structured change management ensured the whole team was ready and confident using the new process from day one.