Industry :

Community Care

Location :


  • Poor visibility into assets.

  • Lack of workflow automation.

  • Inability to scale the existing solution.

About Suncare Community Services

Suncare Community Services, headquartered in Queensland, Australia, has its core business in understanding community needs and developing innovative responses for people who are ageing, living with a disability, or mental illness. With a reputation built over 50 years, Suncare provides innovative personalized solutions to support people to live their lives, their way, thus "Making People's Lives Better". Technology is integral in enabling Suncare to respond more effectively to client needs and further cementing their position as a provider of choice.


The Suncare IT team, via a downstream solution from their MSP, used another software vendor to support the 200+ office staff and 200+ field workers. The dependence on manual monthly reports resulted in no real-time visibility into tickets. To efficiently manage asset tracking, streamline technology workflows for different service requests, and overhaul the existing functionality and scalability — Suncare shortlisted solutions from leading software vendors, and Freshworks to replace their incumbent on-premise solution.

The solutions were evaluated based on the following criteria;

  • UI simplicity and ease-of-use

  • The breadth and depth of features (workflow automation was critical)

  • ITIL framework compliance

  • Scalability in terms of extending to other departments like payroll, HR, WHS (Work Health and Safety), and operations support.

  • Cost-effectiveness

The move from MSP to cloud

After thorough product demonstrations, testing, and due diligence, Suncare decided to onboard Freshservice, Freshworks' ITSM suite, to modernise their IT services. After the initial rollout within the IT team, the service desk has now replaced shared inboxes across different functions – operations support, WHS, payroll, and HR to manage a myriad of use cases pertaining but not limited to WHS related incident management, payroll query processing, contract variation requests etc. 

Freshservice helped Suncare create an integrated IT framework with streamlined workflows across teams and processes. Freshservice implementation and usage have also resulted in improved accessibility with its cloud-first and mobile-friendly application enabling the staff to use the application on-field, which was not possible with the earlier set-up. The Workflow Automator functionality within Freshservice has helped streamline both the IT and non-IT service requests. No coding and ease-of-use has resulted in significant improvement in adoption by end-users across the organisation. “With Freshservice we get a quick response to the support tickets. The support community is very good, and the visibility and roadmap is excellent,” says Martin James, IT Manager at Suncare.

What’s Next?

To improve collaboration between teams, enhance asset visibility, and streamline the on/off-boarding processes, Suncare plans to leverage the asset management module within Freshservice and extend it to the HR department as well. With out-of-the-box integration capabilities with Power BI dashboards via API, Suncare aims to have a better analytical view of the business and operations, including time tracking by the HR team.  


“With Freshservice we get a quick response to the support tickets. The support community is very good, and the visibility and roadmap is excellent.”

Martin James

IT Manager

Suncare Community Services