🇦🇺Australia

Client Loss Due to Slow Service Selection & Check-In Friction

2 verified sources

Definition

KPMG and AlayaCare data show demand for home care packages continues to outstrip supply. However, clients with choice gravitate to providers offering fast, seamless service selection. Manual check-in processes create poor user experience, leading to referral diversion and early termination.

Key Findings

  • Financial Impact: Estimated 5-15% annual client churn attributable to check-in friction. For a 100-client provider: 5-15 clients lost annually. Lifetime client value: AUD 15,000-40,000 per client. Annual loss: AUD 75,000-600,000
  • Frequency: Recurring quarterly/annually as new clients evaluate providers
  • Root Cause: Manual, slow check-in process + competitive market with digital alternatives = client defection to faster providers

Why This Matters

The Pitch: Australian home care demand exceeds supply, yet manual check-in friction causes 5-15% client churn. Providers with digital, fast check-in processes capture market share and lock in higher lifetime client value.

Affected Stakeholders

Client acquisition teams, Service coordinators, Retention managers, CFO (revenue impact)

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Financial Impact

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Current Workarounds

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Methodology & Sources

Data collected via OSINT from regulatory filings, industry audits, and verified case studies.

Evidence Sources:

Related Business Risks

Care Management Funding Cap Loss

AUD 5.51 per client per day in management revenue loss; AUD 2,011-2,014 per client annually. For a 100-client provider base: AUD 200,100-201,400 annual revenue loss.

Provider Registration & Governance Non-Compliance Risk

Estimated compliance setup cost: AUD 15,000-50,000 per provider; audit failure penalties: AUD 10,000+ per incident; license suspension = 100% revenue loss (indefinite duration)

Administrative Bottleneck in Manual Client Check-In

Estimated 15-25 billable hours per week per facility lost to manual check-in. Cost per hour (loaded): AUD 45-65. Weekly loss: AUD 675-1,625; Annual: AUD 35,100-84,500 per 50-client facility

Poor Service Allocation Decisions Due to Incomplete Client Data

Estimated 8-12% care hour waste from misallocation. For a 100-client provider (4,000 billable hours/month): 320-480 wasted hours monthly. Cost: AUD 14,400-31,200/month; AUD 172,800-374,400 annually

Appointment No-Shows

AUD 50-150 per no-show (staff hourly rate x 1-2 hours); 10-20% no-show rate typical for manual systems

Delayed Invoicing from Booking Errors

AUD 100-500 per disputed invoice; 30-60 extra days in AR

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