The Best NDIS CRM Software: Features You Should Look For

Choosing and paying for a full package of sales and marketing tools can be risky for small or growing businesses - it can easily drive monthly fees into tens of thousands. Fortunately, you don’t need to pay huge fees to get a proper business growth platform that meets all your needs.

In this article, we will talk about all the features to look for in an NDIS CRM so you can be more confident and informed when choosing the best software for your business.

What is a CRM Software?

CRM software is a platform that allows you to easily connect different departments of your business into a single system. From marketing to sales, to customer service, it allows all the data to be easily accessed by your team members, anywhere, anytime. Most companies that use CRM software see a significant increase in their leads, sales, and customer retention.

When you compare CRM systems with the functionality of old analog systems, you will notice that it can significantly improve the way you connect with your customers. With cloud computing, CRM software can be accessed whenever a user has an internet connection, taking your business operations to the next level, no matter the size.

What Are The Benefits Of An NDIS CRM Software?

Helps with NDIS Compliance Requirements

One of the first things we should mention is the compliance requirements imposed by the NDIS. These include correct and truthful payment requests, providing support that is in line with a participant’s plan and behaving ethically in financial dealings. With CRM software built specifically with the NDIS requirements in mind, you won’t have to worry as much about these issues.

Better Quality of Care and Support 

When delivering care or support to people, it’s essential to have a solid knowledge about them and their requirements. Having all the information about each client stored on the cloud makes NDIS CRM software a very powerful communication tool. It also allows you to save all activities, chat messages, email exchanges, and orders that each client has ever been involved in.

Better Communication with The NDIS Participants

It’s unprofessional to make a customer wait long periods for your reply. CRM systems streamline communications with your users, such as through live chat features, and can offer various customisable email templates, letters, quotes, invitations to help you quickly craft and send out messages.

Protection of Data Privacy

The National Disability Insurance Scheme requires that providers protect clients' personal information. An NDIS CRM software will also come in handy here as the cloud-based platform will store the information and clients’ documents safely and securely, making sure it can be shared instantly across the team for better decision-making processes.

More Clients: The Stats Don’t Lie!

According to statistics, CRM software increases leads by 44% on average. It also increases customer retention by 45% and leads to, on average, 37% more sales. Over 40% of companies that use CRM cite their data as a competitive advantage, and almost 70% of companies are increasing their investments in making analytics actionable.

What CRM Features Should I Look For?

1. Accessible Through the Cloud

One of the key features that CRM software should have is to be accessible through the cloud. That way, you will be able to keep all of the client records in one place or share internal notes with other team members without any geographical or time barriers.

2. Simple Invoicing

You should always look for software that keeps invoicing and funds management as simple as possible. If the software has integrated invoicing, billing, and expenses, you will spend much less time on paperwork. It’s good to look for software that updates prices automatically so that you will always charge the right amount without worrying about updates. Some platforms are also able to batch invoices together in a single automated claim, which can save a lot of time if you bulk invoice. 

3. Integration with Other Software

A good CRM platform should be able to integrate with  leading accounting software such as Xero, MYOB, or Quickbooks. . It should allow you to automate approvals for instant processing and allow your team to instantly send you mileage and expenses. 

That way, you will be able to send timesheet details and even export invoice details to these accounting platforms and manage payments there.

4. Clients’ Record Management

Every client has a goal they are working towards - from tiny steps to big leaps! A CRM software should let you track and measure the progress of your clients, and create a direct channel between your team and people closest to your clients.

By uploading care plans, you will keep your team constantly in the loop. As you collect details about your clients, they should be securely stored and accessible anytime. An ideal software will allow you to send instant messages to your clients and store communication history between your team and your clients. It’s also good to be able to add emergency contacts so that they are only a call away.

5. Progress Notes

If the software allows you to make progress notes, your business will be much simpler. Some programs will even come with a speak-to-text feature so that your team members can easily leave notes hands-free after shifts.

Since every client has different needs, it should be easy to create and customize a template for each client, and share it between team members. It’s also beneficial if you can also upload images and documents so that you can be completely confident in your compliance.

6. Document Management & Email Notifications

Keeping the records should be as easy as possible. Having your plans, team, and client information available anywhere and anytime, you will save a significant amount of admin time each month. Good software will also allow you to set up automated email notifications to remind clients or team members when important documents are about to expire. That way, your team will stay compliant and audits will be less stressful.

7. Creating Quotes

Advanced CRM systems come with built-in quotes that can easily be emailed to clients and printed out as a PDF document. Most systems will allow you to convert the quote into an invoice in a single click.

8. Mobile Access

Everyone has a smartphone these days, but not every CRM software is optimised for mobile phones. If your staff is able to access data through their smartphones and receive crucial alerts about campaigns or updates, communication from both ends will be much more instant and effective.

9. Customisation Options

Most CRMs allow customisation to a certain degree. However, the more customisable and flexible the CRM is, the more you can tailor it to your team’s needs to maximise efficiency in your operations. You should definitely consider factors such as your business size, organisational structure, working style, and type of support you provide when subscribing to CRM software.

Also think about whether the software will grow with your organization, and does it have the ability to integrate with the software your organisation already uses. It should also be able to incorporate desktop productivity tools.

10. Forecasting

Some NDIS CRM systems will generate predictions for future revenue based on past and current data. That way, the forecasting feature will allow you to make objective and informed decisions and predictions about upcoming quarters.

11. Effortless Record-Keeping

Businesses need to be able to keep track of the services they’ve provided to a client, including what happened before, during and after each shift. Your software should be able to keep a record of everything, such as progress notes logged, client emails, or communication with the support workers on the field. This allows for smoother handing over between carers and shifts, a more consistent level of care provided to the client, and easier tracking when incidents or complaints do occur.


Integrating NDIS CRM software into your business offers multiple advantages. However, finding the right software can be tricky and many often end up choosing one that either doesn’t meet all their needs or one that offers too many features that they cannot take advantage of. Before buying,  consider whether the software offers the features that we mentioned in tandem with your business’s unique needs. 

If you’re looking for trustworthy and reliable software, you can’t go wrong with ShiftCare. We also offer a 7-days free trial so that you will be sure of what you are paying for.

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