Customer facing portals (Experience Cloud, previously Community Cloud)
OUR EXPERTISE
Our expertise in business and digital transformation supports organisations achieve their business strategy.
We thrive on delivering real results for our clients, from operating model re-design and organisational restructures to complex systems integration and digital transformation.
Our clients benefit from our collaborative approach and desire to build capability into their business to sustain their transformation.
CUSTOMER EXPERIENCE (SALESFORCE)
Digital Transformation
Brooke is a trusted partner of Salesforce having designed and delivered large scale digital transformation programs across Government and the Public Sector. Our depth and breadth of experience means we understand the challenges our clients face such as the integration needs of multiple or legacy systems, and digital enablement of systems and processes.
We take a human centred design approach to problem placing where front-line service teams and end user customers drive the solution. We collaborate with our clients and co-design outcomes that lead to an experience both parties can trust to deliver on their needs.
Our Public Sector clients benefit from our Salesforce expertise to achieve the best results from the Public Sector Solution [PSS] platform. With a unique data model designed specifically for this sector, coupled with the speed of using pre-configured capabilities, the Public Sector Solution delivers affordable, rapid results that all stakeholders in the process can trust.
Our Salesforce implementation experience includes:
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:
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:
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.
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:
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:
