HomeMade: Empowering customers to self-manage aged care services with greater efficiency and transparency
Explore HomeMade’s journey with SAP
HomeMade is a startup created to administer “Home Care Packages” to the aging population of Australia. The company sought a business application to manage aged care packages that serve customers and providers alike. Choosing SAP Business Technology Platform (SAP BTP) has made processes faster and more efficient as well as more cost-effective with automation.
| Industry | Region | Company Size | Partner |
| Healthcare | Sydney, Australia | 56 employees | Bourne Digital, part of Accenture |
faster customer onboarding with a personalized support plan.
faster service provider reimbursement.
less-expensive services than those of other providers.
General Manager, HomeMade
Offering flexibility, choice, and self-service to home care participants
With the demand for in-home care rising among Australia’s growing aging population, HomeMade sought to empower home care participants by giving them and their families greater choice and control. Connecting them with the care they wanted required greater speed and efficiency throughout the process – from onboarding to care selection to payment.
The traditional aged care provider model lacked flexibility, control, and transparency. Home Care Package participants often paid large administrative costs that were not clearly communicated up front. HomeMade wanted to change the game for the people who were supposed to benefit from the program in the first place.
HomeMade searched for an off-the-shelf solution but found none that enabled the agile, adaptable approach needed to design and develop a customer portal that’s intuitive and user-friendly. It also needed a solution that incorporates the ability to automate processes such as extracting document information and handling it appropriately and quickly.
Improving lives with intelligent technology
With partner Bourne Digital, part of Accenture, HomeMade designed, developed, and deployed a self-service portal for Home Care Package participants. User-friendly, flexible, and transparent, the portal supports its stakeholders: HomeMade’s customers, service providers, and the HomeMade team. The breadth of SAP BTP enables this comprehensive, customizable experience, providing vital elements for application building from security and integration to database management and development.
SAP BTP offers a scalable solution that supports a vast array of capabilities to develop, test, and deploy a better, more efficient portal, making it an obvious choice to help HomeMade overhaul the traditional home care business model.
HomeMade used SAP BTP as well as the SAP Cloud Portal service to accelerate rapid growth by automating workflow processes and document processing using capabilities within the SAP Build Process Automation solution, SAP AI Business Services, and SAP Business Application Studio. Tools in SAP BTP are suited to agile development, while integrating the SAP Analytics Cloud solution helps HomeMade monitor and measure performance as well as respond to evolving customer, service provider, and team needs. Taking a modular approach to composing new functionality, SAP Integration Suite helps provide the connectivity needed to innovate faster. With a single, robust solution to support integration across diverse and complex systems, including governments, banks, and other third-party software-as-a-service business applications, the agile development teams can incorporate access to relevant systems and workflows quickly and securely, as shown in the figure. Automated processes create a more efficient and valuable experience for customers and companies alike.
Enabling self-managed aged care and driving growth and innovation
The intuitive, user-friendly self-service portal developed and deployed with Bourne Digital allows HomeMade’s customers to manage their budget and choose in-home services online. The portal provides transparency by giving customers visibility into costs and available budgets as well as the ability to track processes and activities related to their Home Care Package services. Customer onboarding with a personalized support plan is now 10 times faster.
With the broad integration capabilities of SAP BTP, HomeMade had the tools to develop and deploy a portal that serves different stakeholder groups with vastly different needs and proficiencies with digital user interfaces.
Not only does the HomeMade portal solution meet those varying user needs, but the automated processes also create a faster, smoother, more cost-effective experience for everyone using it. Customers retain their agency and independence. Integration of automated invoice processing has made supplier reimbursement two times faster.
The success of the HomeMade portal project has also resulted in HomeMade being named an SAP Innovation Award winner in the Industry Leader category in 2023 (see link below). And HomeMade continues to grow and innovate in the aged care marketplace, enjoying competitive advantage and a firm foundation on which to continue building and already establishing services that are half as expensive as those of its competitors. This success story highlights how SAP BTP can help companies like HomeMade improve the lives of a significant segment of the population by using technology to provide choice, insight, agency, transparency, flexibility, and speed of execution for users.
Building on the strength of integration and security
HomeMade plans to further enhance its architecture based on SAP BTP by integrating the SAP ERP application and increased analytics and intelligence capabilities. The strong integration and security will enable HomeMade to coordinate efforts with government requirements in support of customer objectives.
The startup healthcare company will continue evolving the platform using the comprehensive and flexible capabilities of SAP BTP to fully support its agile development approach to build and deploy new processes and services. Not only is HomeMade seizing market share in a difficult regulatory environment, but it is also helping set the standard for aged care in Australia, working to ensure that government efforts for sustainable living and supporting aged citizens continue to succeed.
Want to know more about HomeMade?
SAP BTP Digital Innovation to Enable Self-Managed Aged Care (SAP Innovation Awards 2023 Entry Pitch Deck)
Featured partner
Bourne Digital, part of Accenture, was founded in 2015 and is an Australian digital agency, SAP partner, and member of the global SAP AppHaus Network. Focused on human-centered design and exercising strong skills in SAP BTP, Bourne Digital was honored to partner with HomeMade to design, build, deploy, and support the HomeMade portal.