7,500
Clients and residents
Case Study
ECH Independent Aged Care
Modernises customer experience with Dynamics 365 and Delta Home accelerator
Industry: Aged Care & Retirement Living | Location: Southern Australia
CASE STUDY CONTEXT
A customer foundation built for growth
ECH needed a cleaner customer platform to support two connected service streams: retirement living and home and community care.
Delta helped rebuild the Dynamics 365 environment into a unified foundation that could support growth, improve visibility, and give teams a clearer way to work.
Unlike residential aged care providers, ECH focuses on helping people live well in their homes and communities. That made the customer view, service coordination, and lifecycle visibility important from the start.
800
Staff across corporate and frontline roles
2 service streams
Retirement living and home and community care
6 months
Delivery timeline
The challenge in focus
ECH had been using Dynamics 365 for some time, but the platform had grown around legacy processes rather than future needs. The two service lines, retirement living and home and community, operated with separate systems, separate data, and separate processes.
With a significant growth ambition on the horizon, ECH recognised it needed a clean slate: a single platform built to scale, with a genuinely unified customer at its centre.
Fragmented CRM
Heavy legacy customisation shaped the platform around the past rather than future needs.
Bespoke customer journeys
Retirement living and home and community operated with separate systems, data, and processes.
No unified customer view
The organisation lacked a single view across both service lines.
What Delta delivered
Delta rebuilt ECH’s Dynamics 365 environment around a single customer foundation, then connected the sales, lifecycle, and marketing processes that support day-to-day service delivery.
Unified customer foundation
A rebuilt Dynamics 365 environment that brought retirement living and home and community care into one customer view from go-live.
Sales processes by service line
Sales applications shaped around different customer journeys, from short-cycle property enquiries to longer home care relationships.
Enquiry to Client Lifecycle
A connected pathway from enquiry through quote, contract generation, eSignature, and off-boarding.
Connected customer marketing
Customer Insights and Customer Journeys connected to the core customer record, giving marketing access to real-time journey data.
Outcomes that mattered
ECH brought its customer base across retirement living and home and community care into one place, creating the foundation for visibility, adoption, and future growth.
“The adoption across the user base and the narrative around the experience has been the best we’ve seen.”
Carolyn Dawkins
Head of Customer Experience, ECH
7,500
Clients unified
Across retirement living and home and community care.
260
Staff on platform
Across property sales, home care, marketing, and customer service.
245
Active users
Strong early adoption across the licensed user base.
3+
Months saved
Build accelerated using Delta Home foundations.
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