Multicultural Care

As the organisation expanded, so too did its operational complexity. A significant proportion of Multicultural Care’s services involve collaboration with external providers for tasks such as personal care, domestic assistance, gardening, and transport. This reliance on outsourced services created a logistical burden, particularly in the areas of procurement, communication, and invoicing.

 

John Samaniego described a particularly pressing issue: the manual handling of supplier invoices. “We were processing around 500 invoices a week or 100 a day manually,” John said. “Each had to be triaged, verified by the facilitator, matched to a client, approved, and then forwarded to accounts payable. It was labour-intensive, error-prone, and it took our staff away from their primary focus: client care.”

 

The invoicing process was also fragmented, requiring staff to toggle between multiple systems: email for receiving supplier invoice PDFs, SharePoint for document storage, AlayaCare for client and service data, and Xero for financial processing. This not only affected operational efficiency but also created bottlenecks in communication and compliance.

 

“There was a lot of double-handling,” John explained. “The same document might pass through several people. Data had to be re-entered into different systems. There was a real risk of errors, missed payments, or miscommunications.”

Recognising the need for change, Multicultural Care turned to Cypher IQ Digital. Initially scoped to streamline supplier invoice management, the implementation rapidly grew into a broader business automation initiative.

 

“Cypher IQ Digital became our central point of entry for invoice processing,” John said. “It eliminated the need for our team to bounce between systems. Instead, everything could be handled within one unified platform.”

 

The Cypher IQ Digital platform was integrated with Multicultural Care’s existing tools: emails, SharePoint, AlayaCare, and Xero. Supplier invoices were automatically captured, routed for verification, and matched against client records. Staff were notified when action such as verification was required, and once approved, the invoice data flowed directly to the finance system.

 

“The integration was seamless,” John noted. “We mapped out our entire manual workflow and replicated it in Cypher IQ Digital, but now it is smarter. Now, once an invoice is received, there’s almost no manual handling.”

 

Expanding the Automation Footprint.

The success of the initial implementation led to rapid expansion of Cypher IQ Digital across other business processes.

“What began as one solution grew into five,” said John. “We saw the potential straight away.”

 

Today, Cypher IQ handles:

 

1. Invoice processing for supplier services

2. Digital order request forms, replacing printed forms and manual approvals

3. Participant reimbursements, with workflow-enabled authorisations

4. Cab charge trip processing, automating reconciliation of up to 400 transport entries per month

5. Future-ready purchase order system, completing a full procure-to-pay cycle

 

The cab charge module is a particular standout. Using XML imports and machine learning, the Cyher IQ Digital platform creates and matches client transport records automatically, reducing repetitive data entry, errors and enhancing speed over time.

 

“The AI gets smarter each month,” John said. “For repeat clients, it already knows how to process the data. We only intervene for new or changed entries. It’s saved us an incredible amount of time.”

Since deploying Cypher IQ Digital, the results at Multicultural Care have been tangible and far-reaching:

 

• Time savings: Manual invoice handling time has been cut by more than 50%.

• Reduced errors: Automated workflows minimise data mismatches and approval delays.

• Improved accountability: Staff receive task alerts and progress is tracked system wide.

• Simplified training: New team members learn one system instead of five.

• Future scalability: Processes now support both organisational growth and downscaling.

 

“With Cypher IQ Digital, we’re already seeing users get faster and more accurate every month,” said John. “The system learns and adapts. We’re just verifying and approving. That’s real automation.”

 

Broader Industry Potential.

The results at Multicultural Care highlight the untapped potential of business automation across the aged and disability care sector.

“Digital transformation isn’t about replacing people,” John said. “It’s about enabling them to do what they’re best at - providing care.”

 

By streamlining back-office operations, organisations can reinvest valuable time and resources into frontline service delivery, client engagement, and community impact. The automation of manual, repetitive tasks also ensures greater transparency and compliance - critical in a highly regulated sector.

 

Looking Ahead.

Multicultural Care continues to expand its digital capabilities, with upcoming projects including:

 

• Launch of a fully automated purchase order system, linking procurement with invoice verification

• A centralised contact database, integrating Cypher IQ with the Multicultural Care phone system and CRM for seamless communications

 

“We’re always exploring what else Cypher IQ Digital can do,” John said. “The platform gives us room to grow and innovate.”

 

A Partnership That Delivered.

John credits the Cypher IQ Digital team as a key factor in the success of the transformation. “It’s the best collaboration I’ve had in 20 years of working in IT,” he said. “The support, the customer service, the technical delivery. Everything exceeded expectations. What could have taken a year, they delivered in three months.”

 

Multicultural Care’s experience underscores what’s possible when thoughtful strategy meets the right technology partner.

“Cypher IQ has been a game-changer for us. It’s helped us work smarter, scale sustainably, and stay focused on what really matters: our clients,” John concluded.