EXPERTISE

OUR EXPERTISE

Our space is bringing the business and digital together to get the best out of both.

We always work between business strategy and digital transformation to make sure you get the outcomes you need. Our Shift Rapid Problem-Solving methodology helps you navigate this to define the outcomes you need for organisational success, and what it will take to get you there.

We then blueprint your strategy, getting you quickly on the path to growth and meaningful results.

CUSTOMER EXPERIENCE (SALESFORCE)

Digital Transformation

Customer experience is at the heart of Brooke’s capability implementing Salesforce for clients. We aim to create an experience that supports our clients to deliver an amazing experience to their customers and we focus on co-designing that experience with them. The Brooke team has strong development capability backed with numerous case studies that demonstrate our experience with:

  • Customer facing portals (Community Cloud)
  • Service orientated consoles (Service Cloud)
  • Sales and Relationship orientated consoles (Sales Cloud)
  • Engaging and compelling communications and marketing (Marketing Cloud)
  • Solution Architecture Design
  • Education Data Architecture
  • AppExchange Partners
  • Salesforce DX (CI/CD)
  • Proofs of Concept (PoCs)
  • Minimum Viable Products (MVPs)

Case Studies

EMPLOYEE EXPERIENCE (SERVICENOW)

Digital Transformation

ServiceNow is a secure, intuitive and modern Software as a Service (SaaS) platform capable of solving a wide range of business problems. Through ServiceNow, your organisation and its stakeholders will gain access to an industry-leading platform capable of managing internal and external workflows, including:

  • Customer service – contact centre, knowledge management, issue management and portals
  • Risk management – policy compliance, audits and vendor risks
  • Field service – asset management, maintenance and cost management
  • IT services – incidents, problems, security, monitoring, outages, assets and devices
  • Corporate services – Facilities, HR, Legal, Marketing
  • Project management and delivery

ServiceNow exists to make work better for people. The Brooke team has extensive experience delivering great outcomes quickly for government on ServiceNow.

SYSTEMS INTEGRATION (MULESOFT)

Digital Transformation

Brooke has strong capability in designing and developing system integrations leading with API architecture. The customer and employee experiences that we pride ourselves delivering are significantly enhanced with MuleSoft integration, shortening timeframes for a wide range of customer interactions and back end processing functions, through:

  • API-led architecture design
  • MuleSoft Anypoint Platform (Mule 4) design and delivery
  • Integration to legacy applications and other 3rd party applications
  • Data and security diagnostics
  • Data migration

Case Studies

MANAGED SERVICES

Digital Transformation

Our managed services offering gives you a continuous improvement and innovation capability. The Brooke managed services model is unique in the market as it is designed to provide clients with a continuous improvement and innovation capability.

The traditional way of providing IT and product support was to wait until a problem surfaced and then fix it. We’ve created a new approach to managing Salesforce that minimises the opportunity for problems to arise in the first place and gets them resolved quickly if they do arise. When we’re not preventing and fixing problems, we’re hard at work with your team to identify opportunities for improvement by leveraging our broader team of management consultants and our unique Shift Rapid Problem-Solving Methodology.

Brooke currently deliver managed services for a range of government and private sectors clients.

We provide four different packages within our managed services product. Irrespective of the tier, you will get setup with your own company branded self-services portal, have access to our service desk and will be assigned either an account manager or engagement director and technical business analyst. The number of support hours and Shift sessions vary by tier.

OPERATING MODEL DESIGN & EXECUTION

Business Strategy

You need an operating model that delivers the right customer and employee experience, aligns to your strategy and supports you to achieve your financial targets. Clearly this doesn’t happen by accident, yet the operating models of many organisations are the result of years of tinkering, patching and making do, rather than any deliberate design.

Sooner or later most organisations come to realise that their operating models have become so complex and unwieldy that any further incremental improvement is impossible.

That’s when they turn to Brooke, to help them to fundamentally rethink what they do. Our proven design process is rapid and creative, but pragmatic, and we work collaboratively with you to co-create the future design that your organisation needs to succeed.

This is a holistic operating model design that integrates processes, people, organisation design and governance, culture, controls, IT and infrastructure. But we don’t just stop at design.

We also have deep expertise in guiding organisations through the change journey required to move from the current operating model to the future one, and our relentless focus on business outcomes means that you get better results faster.

Case Studies

COMPLEX CONTRACT MANAGEMENT

Business Strategy

Strong commercial partnerships have never been more critical or important to the day-to-day functioning of society. Traditional approaches to contracting and supplier management methods are failing to address issues associated with managing complexity and risk. In increasingly complex internal and external operating environments, strong commercial foundations, processes and relationships are critical to achieving business outcomes.

Our approach to helping organisations enhance their commercial performance focusses on the use of contracts and commercial mechanisms to drive increased value and outcomes for your organisation. We offer a range of solutions across the procurement and contract life cycles to make sure your commercial arrangements are delivering the outcomes your organisation needs to be successful.

Our contract and commercial management solutions include:

  • Collaborative contracting resets, remediations and set up for success
  • Commercial strategy
  • Contract management
  • Procurement strategy
  • Contract design
  • Contract assurance
  • Contract complexity assessments

Case Studies

GOVERNANCE, RISK & COMPLIANCE

Business Strategy

All organisations need to manage risk, but for many this is more an act of faith based on compliance rituals than a rigorously managed foundation for success. Risks exist when there is uncertainty with respect to outcomes.

Brooke’s approach to risk management creates certainty that begins with developing outcome metrics, targets and measurement systems to create a “closed loop” evidence-based outcome assurance capability.

We help our clients identify potential loss of control points in the achievement of the outcome and develop both preventative controls and mitigating controls, so that the breadth and depth of these controls aligns with the organisation’s risk appetite.

When you need help to better understand, monitor and manage your organisational risks, Brooke can assist you with:

  • Program and project health checks and resets
  • Corporate risk and compliance reviews
  • Regulatory framework review, design and implementation
  • Risk and outcome measurement systems for feedback and assurance

Case Studies

CONTACT US

Sydney

Level 14
309 Kent Street
Sydney NSW 2000
P + 61 2 8221 8885

Melbourne

Level 27
101 Collins Street
Melbourne VIC 3000

Canberra

Level 1 The Realm
18 National Circuit
Barton ACT 2600

Brisbane

Level 21,
179 Turbot Street
Brisbane QLD 4000