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How FlowLogic Built the Connected System It Sells — For Its Own Team

FlowLogic builds all-in-one care-management software that roughly 350 NDIS and aged-care providers run on. Internally, its own service team had a HubSpot licence with 7–8 tickets ever logged and 285 accounts with no owner. In four months, we turned FlowLogic's own operation into the connected system it builds for everyone else.

Learn More About Our Process

The Client

FlowLogic FlowLogic

All-in-one care-management software for NDIS and aged-care providers — 350 provider organisations across Australia run on it.

350 providersRun on FlowLogic PE-backedAustralian SaaS
The Project

Project Details

THE CLIENT
  • FlowLogic
SERVICES USED
  • HubSpot Service Hub Optimisation
  • Ticket Pipeline Design & SLA Automation
  • Legacy Data Migration (Jira → HubSpot)
  • Onboarding Pipeline Design & Automation
  • Automated CSAT & Account-Management Reporting
  • Staff Training & Change Management
LOCATION
  • Australia
PROJECT MANAGERS
  • Tasha Dal Bianco
  • Richie Dharma

The problem

Only 7–8 tickets were ever created in HubSpot Service Hub, against roughly 500 support calls a month — with zero visibility into which were new issues, repeat follow-ups, or already resolved.

Xero, an internally repurposed CRM, and a barely-used HubSpot forced board-level reporting to be manually reconciled across four or five different platforms.

285 of FlowLogic’s roughly 350 customer accounts carried an ‘Unknown’ churn-risk status simply because nobody owned them — leaving leadership no early-warning system for the accounts most likely to quietly churn.

In Head of Customer Success Ryan Walsh’s words: ‘a lot of the CSAT at the moment is — I feel the customer’s happy… that’s very anecdotal-based data rather than objective.’

Because FlowLogic handles sensitive NDIS participant data, it must keep that data onshore in Australia and avoid tools that route it offshore — ruling out several offshore-hosted options the team might otherwise have used.

What RedPandas Did

What RedPandas did

Scoped deliberately as a Service Hub-only engagement, honouring FlowLogic's own kick-off framing. It opened with discovery, not tooling — then built the pipelines, automation and reporting FlowLogic's team would actually adopt.

01 First — discovery & foundation

Map it before you build it

The build opened with a deep-dive kick-off mapping FlowLogic's real customer lifecycle — Sales, Onboarding, Hypercare, Support and Account Management — captured as a formal Customer Journey Map and visualised on a shared Miro board.

  • A formal Customer Journey Map of the full customer lifecycle
  • The entire object-and-data architecture visualised on Miro
  • Legacy Jira ticket data migrated via a purpose-built Contact–Company–Ticket association method, so nothing landed orphaned
  • Every part scoped around FlowLogic's obligation to keep NDIS participant data onshore — no offshore-processing tools introduced anywhere
02 Then — build & adopt

Pipelines the team would actually use

Two ticket pipelines, a ten-stage onboarding pipeline, automated CSAT and account-management reporting — rolled out adopt-before-we-optimise.

  • Two ticket pipelines (Hypercare + Support) with priority, escalation and 24/48-hour SLA workflows
  • A 10-stage onboarding pipeline — New through Go-Live to Hypercare — with tier-based checklists that double as adoption data
  • A custom Invoice Status gate so onboarding only starts once payment clears
  • Automated CSAT surveys on ticket close and at the Hypercare handover
  • Company-level account management: owner, tier, status and churn risk, with consolidated dashboards
  • Train-the-trainer rollout: 1:1 sessions with each lead, backed by Loom videos and a leadership handbook

The Results

What FlowLogic achieved in four months

From a barely-touched Service Hub to a fully adopted system in daily use — with the value of the time recovered modelled at AU$83,200 a year.

A Service Hub the team actually uses

285

accounts gained owners and churn-risk reporting, up from unmanaged

15–16+staff trained onto Service Hub, from near-zero adoption
10stage onboarding pipeline, live for every new client

One system, not five

Before5
After1

80% fewer platforms — board reporting was reconciled across four to five, now one

83,200AU$/yr in staff time recovered (realistic; range 37k–148k)
4:1better than first-year return on the ~$20k engagement
See Our Case Studies
Meet FlowLogic

About the Client

Meet FlowLogic

FlowLogic is an Australian SaaS company building all-in-one care-management software for NDIS and aged-care providers — client management, staff rostering, billing, compliance and reporting in one secure system. Roughly 350 provider organisations across Australia run their day-to-day operations on the platform. FlowLogic is privately held and backed by private equity.

350Provider organisations
~500Support calls a month
4 monthsTo full adoption
NDIS & aged careCare-management software PE-backedAustralian SaaS
Company Website

I've finally got a little bit more time back in my week.

I really appreciate your time, Richie.

Ryan Walsh, Head of Customer Success, FlowLogic

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See how RedPandas can help your SaaS or care-management business build a Service Hub your own team will actually use.

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