Enhancing Franchise Operations and Marketing Insights with Salesforce

August 24, 2026

At a Glance

Client: Just Better Care Australia
Industry: In Home Aged Care & Disability Support Services
Key Results: Increased Salesforce adoption, improved lead management, stronger marketing insights, enhanced user experience, and ongoing Salesforce support.

Products Used:

Salesforce Support for Just Better Care Australia

When Just Better Care Australia, the largest national franchise provider of aged care, disability support (including NDIS) and privately-funded home care, sought to improve the way their franchise offices used Salesforce, they turned to Enrite Solutions for ongoing Salesforce support and expertise.

 

While Salesforce, Experience Cloud, and Account Engagement were already in place, the organisation needed expert guidance to enhance system performance, improve the franchisee user experience, streamline marketing efforts, and strengthen data visibility.

 

Through an ongoing retainer partnership, Enrite Solutions provided strategic enhancements, ongoing support, and seamless integrations - helping Just Better Care Australia optimise its Salesforce ecosystem and support its national franchise network.

The Results

Increased franchise adoption

Salesforce use among franchise offices has risen, as the platform now delivers clearer value and an improved user experience.

Improved lead management

Franchisees are better equipped to capture, assign, and track leads through enhanced automation and reporting.

Stronger marketing insights

Campaign attribution and connected analytics have given the marketing team greater visibility into what drives results.

Peace of mind

With Enrite providing ongoing Salesforce support for updates, security, and enhancements, Just Better Care Australia has confidence that their Salesforce system is running smoothly and optimally.
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What we value most about working with the team at Enrite is the relationship. Their team has been consistent, approachable, and invested in our success from the very beginning. They understand the complexities of our franchise model and offer practical, solutions-focused thinking that suits our organisation — something we feel is unique to Enrite in the salesforce space.

Ryan McMahon

General Manager - Brand & Marketing, Just Better Care Australia

The Results

About Just Better Care Australia

The Challenge

How Enrite Has Helped

Looking Ahead

About Just Better Care Australia

Just Better Care Australia delivers flexible, personalised in-home support for older Australians and people living with disability - across cities, regional towns and everywhere in between. Whether it’s occasional assistance or a fully tailored care plan, their local office teams (independently owned and operated by community-based professionals) provide one-to-one support and continuous care in the local community.

Just Better Care Australia, the franchisor, oversees this national network of franchise offices across Australia, providing operational and marketing support, including Salesforce to manage leads, opportunities, and customer relationships through an Experience Cloud portal.

If you or a loved one would like to know more about the in-home aged care and disability support in Australia, reach out to Just Better Care.

Learn more about Just Better Care
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The Challenge

Despite having Salesforce implemented, Just Better Care Australia faced several challenges:

Inconsistent Franchisee Adoption

Varying user experiences within their Salesforce portal made it difficult to achieve consistent adoption across franchise offices.

Limited Marketing and Lead Visibility

Limited visibility into marketing and lead performance made it difficult to measure campaign success and franchise-level outcomes.

Operational Inefficiencies

Disconnected systems and manual data handling created inefficiencies across franchise operations.

Ongoing Maintenance Demands

Salesforce updates, security improvements, and user onboarding/offboarding created ongoing maintenance demands.

They needed a trusted partner who could provide ongoing Salesforce support to enhance system functionality, simplify processes for franchise users, and deliver clear, actionable reporting — all while maintaining best practices and data integrity.

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Enrite have demonstrated real flexibility by assisting us to implement Live Chat across our website,  and build out a sophisticated chat routing tool that directs live chat enquiries to the correct local office based on the user's postcode. This tailored solution has significantly improved responsiveness across our franchise network and helped us maintain a competitive edge among other franchised in-home aged care and disability support providers.

Ryan McMahon

General Manager - Brand & Marketing, Just Better Care Australia

How Enrite Has Helped

To improve franchise engagement and usability, we delivered a refreshed, user-friendly Experience Cloud portal. Enhancements included:
  • Updated styling and layout for easier navigation.
  • Personalised dashboards and reports on the homepage for quick insights.
  • Centralised FAQs, helpful articles, and video tutorials.
  • Improved franchise login visibility through portal usage reporting.
These updates empowered franchise offices to access information faster and manage leads more effectively, leading to higher portal engagement across the national franchise network.
We implemented a live chat solution using Respond.io, integrated seamlessly with Salesforce.
  • Introduced a pre-chat form to capture key information and route prospects to the correct franchise office.
  • Enabled real-time lead capture and tracking directly in Salesforce.
This improvement allowed prospects to connect instantly with the right local office, enhancing the lead experience and improving lead conversion potential.
To streamline lead qualification, we made several enhancements, including:
  • A guided Salesforce Path that uses automation to move users through the new qualification stages automatically.
  • Simplified layouts, enabling users to qualify or unqualify leads more quickly and with greater clarity. 
This solution improved data quality and reduced manual data entry after conversion, making it quicker and easier for franchise offices to qualify leads within Salesforce. 
We strengthened Just Better Care Australia's marketing capability and visibility through several key initiatives:
  • Implemented Campaign Attribution for better visibility into marketing ROI.
  • Connected Google Ads to Account Engagement for unified campaign tracking.
  • Built a callback request landing page and form, allowing prospects to select their preferred time for contact.
  • Created comprehensive lead and opportunity reports, segmented by postcode and area.
  • Developed dashboards to distinguish between assigned and unassigned leads, improving lead management across franchises.
Together, these improvements enabled the head office to make data-driven marketing decisions and support their network with insights that drive growth.
As part of an ongoing Client Success retainer, Enrite Solutions provides continuous Salesforce administration, support, and improvement services, including:
  • Support for Salesforce releases, updates, and security changes.
  • User onboarding and offboarding for new and departing franchise offices.
  • Data hygiene and optimisation, including field clean-up and duplicate management.
  • Picklist and permissions adjustments to align with evolving business needs.
  • User experience fixes such as those related to opportunity management and lead notifications.
  • SSO (Single Sign-On) configuration and security monitoring.
This proactive Salesforce support ensures Just Better Care Australia's Salesforce environment remains secure, compliant, and aligned with best practices.
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Looking Ahead

With a strong Salesforce foundation in place, Just Better Care Australia continues to partner with Enrite Solutions to optimise and evolve its Salesforce and marketing ecosystem. Together, we’re building a sustainable, data-driven framework that supports growth, efficiency, and improved client outcomes across their national network. 
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In the spirit of reconciliation Enrite Solutions acknowledges the Traditional Custodians of Country throughout Australia and their connections to land, sea and community. We pay our respect to their Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
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