Customer Experience

SAP BTP digital innovation to enable self-managed aged care

About the company

HomeMade enables their customers to self-manage their independent Home Care Packages. This enables increased flexibility and control over the aged care services they need for a fulfilling life.

Problem Statement

How could HomeMade empower customers to manage their own healthcare budget and choose their in-home services online?


SAP HANA Database


SAP BTP Workflow Management

SAP BTP Business Rules

SAP BTP Document Information Extraction

SAP BTP Document Management Service

SAP Integration Suite

SAP BTP Portal

Custom Domain Service

SAP BTP Launchpad Service

SAP Analytics Cloud

SAP Cloud Transport Management Service

SAP Identity Authentication Service




Home care participants want transparency about the services, availability of funds and visibility over how their funding is utilised. Previously the traditional aged care provider model offers limited flexibility, choice and control to home care participants. It also has higher administration costs, reducing the amount of funding left for support and services.


HomeMade together with Bourne Digital have built and deployed a self-service portal solution for Home Care Package participants. The user-friendly, transparent and flexible portal supports HomeMade’s customers, service providers and HomeMade team.


Increase in efficiency of processes

Improved internal business processes and visibility of where each workflow task is sitting

Increase in control & transparency

Customer’s can easily manage their plans, budgets and spending

Increase in engagement

More cross collaboration to ensure quality health outcomes for customers

Reduced administrative fees

Resulting in increased budget for care funding


9 days

Reduction in time from customer onboarding


Reduction in reimbursement time


HomeMade customer savings annually on average in management fees

“HomeMade’s vision is to transform home care in Australia and we are continuously building our capabilities – being teams, processes or technology. With that in mind, we decided to go with SAP BTP because we wanted a secure customer-led solution to provide an excellent customer and team experience, whilst supporting our ambitious growth objectives. We now have a platform that we are excited to innovate and iterate from”.

Laura Westhorpe

General Manager, HomeMade

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