ProQuest Consulting is an award winning Salesforce Summit Partner and Australia's number one case management software specialist. With more than 450 successful implementations since 2010 and a 4.93 out of 5 satisfaction rating, we help organisations streamline case handling and resolution processes through certified expertise and 100 percent Agile delivery.
Why Choose Professional Case Management Software for Your Business Transformation
Selecting the right case management software determines whether your operational investment becomes a competitive advantage or an expensive disappointment. Professional case management solutions possess validated expertise, proven methodologies and robust capabilities that basic ticketing systems and spreadsheets simply cannot match.
Enterprise-grade status, the highest tier in case management platforms, signifies exceptional technical capability, customer success and innovation. ProQuest Consulting delivers these prestigious solutions alongside over 200 certifications across our team, ensuring you work with consultants who understand the platform inside and out.
The cost of choosing the wrong solution is substantial. Research shows that 68% of DIY case management implementations either fail completely or require expensive professional remediation within 12 months. Generic solutions often ignore Australian regulatory requirements and local business practices. Basic systems lack the deep functionality required for complex workflows and integrations.
ProQuest's 100% Agile approach with daily scrums and fortnightly sprints ensures complete transparency, rapid deployment and continuous alignment with your business objectives. You gain real-time visibility into progress, immediate access to your support team and the confidence that comes from working with Australia's most trusted case management specialists.
Complete Case Management Solutions from Australia's Leading Technology Partner
ProQuest provides end-to-end case management software solutions designed to solve your most pressing business challenges whilst positioning your organisation for sustainable growth.
Case Management Excellence
Australia's leading provider of case management software, transforming chaotic case tracking into optimised workflows and frustrated case workers into empowered professionals.
Our Case Management solutions deliver:
✔ Automated case routing with AI-powered prioritisation that turns weeks of manual triage into hours
✔ Comprehensive case tracking with complete audit trails so teams have full case history, anywhere, anytime
✔ Real-time status updates and accurate resolution estimates that eliminate 'where's my case?' calls
✔ Self-service case submission portals that reduce call centre volume while improving convenience
✔ Integration with document management and knowledge bases to ensure efficient case resolution
Proven results:
40-60% Reduction in case processing time
25–35% Increase in first-contact resolution rates
30–50% Improvement in customer satisfaction
15–25% More cases resolved per agent
Revenue Management Solutions
Accelerate revenue growth by streamlining sales processes from lead to cash. Our solutions support opportunity management, lead routing and scoring, complex pricing and configuration, quoting, approval workflows and real-time pipeline dashboards that help your sales team close deals faster.
Service Management
Transform customer support through unified platforms connecting phone, email, chat, social media and self-service portals. Agents gain complete customer histories, AI-powered recommendations and automated case routing for faster resolution and more personalised service across every channel. Deliver exceptional experiences that build loyalty and turn customers into advocates.
Marketing Automation
Enable personalised customer journeys at scale with sophisticated segmentation, automated campaign workflows, journey mapping and clear ROI attribution connecting marketing activities directly to revenue outcomes. Build targeted campaigns that deliver the right message at the right time through intelligent automation and data-driven insights.
Integration Services
Connect your case management software with ERP systems (SAP, Oracle, Microsoft Dynamics), accounting platforms (Xero, MYOB, QuickBooks), legacy databases and industry-specific applications. Our integration consultants design robust architectures providing real-time synchronisation and unified data.
Customer Portals
Create branded self-service environments where customers manage accounts, partners collaborate on opportunities and employees share knowledge across distributed teams. Reduce support costs while improving satisfaction through 24/7 access to information and seamless experiences.
AI and Automation Innovation
ProQuest leads Australian organisations in AI adoption with cutting-edge implementations. Our AI implementations leverage advanced Analytics for predictive forecasting, intelligent Bots for automated service and AI-powered autonomous a
Generic case management implementations fail because they ignore industry-specific workflows, regulatory requirements and operational realities. ProQuest's deep domain expertise ensures your solution aligns with sector best practices.
FSC implementation, APRA compliance, relationship banking, AML monitoring
75+ projects
Public Sector
Citizen engagement, accessibility compliance, case management, transparency reporting
50+ projects
Retail
Omnichannel commerce, field service coordination, inventory management, personalisation
80+ projects
Manufacturing
Quote-to-delivery, field service, warranty management, supply chain visibility
70+ projects
Healthcare
Patient engagement, HIPAA compliance, care coordination, EHR integration
40+ projects
Energy and Utilities
Our solutions address customer enquiry management, complaint handling, regulatory compliance, customer portals and service request tracking. ZEN Energy partnered with ProQuest to deliver an end-to-end platform enabling rapid scaling and streamlined customer service workflows.
Financial Services
We implement case management solutions with appropriate controls for APRA requirements, responsible lending obligations and Anti-Money Laundering monitoring whilst enabling relationship-based banking and financial planning tools.
Public Sector
Trusted by ACT Government, Transport for NSW, Infrastructure NSW and Transport Canberra, we navigate government procurement frameworks, meet accessibility standards and deliver solutions serving millions of Australians.
Retail
JB Hi-Fi beat all-time Black Friday sales records using our advanced customer service solution, managing unprecedented enquiry volumes whilst maintaining exceptional customer satisfaction.
Manufacturing
We implement quality management and compliance tracking systems with appropriate controls for industry requirements, audit trails and incident management whilst enabling efficient operations and continuous improvement.
Healthcare
Our HIPAA-compliant implementations improve patient engagement, streamline case coordination and manage patient enquiries across multiple providers whilst respecting stringent privacy requirements.
Our Proven Agile Implementation Approach
ProQuest's methodology eliminates uncertainty through transparent collaboration and continuous value delivery.
Discovery and Strategy
- Stakeholder interviews and workflow analysis
- Current system assessment and integration requirements
- Solution architecture design and roadmap development
- Clear success metrics and expected outcomes
Agile Implementation
- Fortnightly sprints delivering working functionality
Real Results from Leading Australian Organisations
JB Hi-Fi: Record-Breaking Retail Performance
Australia's largest consumer electronics retailer implemented ProQuest's Field Service solution to manage delivery and installation services. The result? JB Hi-Fi beat all-time Black Friday sales records, directly attributing operational excellence to our automated scheduling, mobile applications and real-time GPS tracking. The solution enabled rapid scaling during peak demand whilst maintaining exceptional customer satisfaction.
Smart Energy: Renewable Energy Transformation
Smart Energy is one of Australia's leading residential solar retailers, supporting over 20,000 homes in their transition to clean, affordable energy through solar and battery solutions with zero upfront cost. We've partnered with them since 2018, beginning with a Salesforce Field Service solution that improved productivity across 130 staff in seven offices, and have since continued delivering automation and platform enhancements to support their growth and nationwide service delivery.
Government Sector: Trusted by Major Agencies
Australian government organisations trust ProQuest with mission-critical implementations serving millions of citizens. Our public sector clients include Transport for NSW, Infrastructure NSW, ACT Government and Transport Canberra, demonstrating our capability to navigate complex procurement, meet stringent security requirements and deliver accessible solutions complying with WCAG 2.1 AA standards.
BOC Australia: Industrial Field Service Excellence
BOC Australia, a leading industrial gas supplier, implemented Field Service Lightning to transform field operations. Asset Management Manager Damian Pauley praised ProQuest's exceptional understanding of Field Service capabilities, noting significant improvements in technician productivity, asset utilisation and customer service levels.
What OurClients Say
Our customers consistently highlight the quality, expertise and care that our certified consultants bring to every technology project. These real client stories reflect the outcomes and trust that define ProQuest Consulting's work.
Damian Pauley, Asset Management Manager, BOC Australia
“ProQuest were excellent during our Field Service development and deployment. They very clearly had a great understanding of the product and features. Overall we are thrilled with the work that was done.”
Joshua Olds, Head of IT, Kogan
“ProQuest was amazing. I cannot thank them enough for their hard work, commitment and dedication to the Service Cloud project. Big shout out to the team for their exceptional work.”
With more than 450 successful technology implementations and a 4.93 out of 5 customer satisfaction rating, these reviews reflect the consistent results our clients experience.
We combine leading technology expertise with 450+ projects experience, local Australian presence, 100% Agile transparency, industry-specific expertise and comprehensive ongoing support. Our 4.93/5 satisfaction rating reflects genuine client success, not marketing promises.
Frequently Asked Questions
What qualifications should I look for in a case management software implementation partner?
Choose a partner with proven expertise in enterprise software implementation, which represents top-tier capability. Look for multiple certifications across relevant platforms, proven experience in your industry and a strong portfolio of verified case studies. Customer satisfaction scores above 4.5 out of 5 indicate consistent delivery quality.
ProQuest is a leading technology partner with more than 200 certifications, 450 successful implementations and a 4.93 out of 5 satisfaction rating from over 350 surveyed projects. We provide reference contacts and case studies for every industry we support.
How long does a case management software implementation take with a certified partner?
Most case management software implementations take between 8 and 12 weeks for focused single-module projects, and between 16 and 24 weeks for multi-module or enterprise transformations. Timelines depend on factors such as integration requirements, data migration, customisations, training needs and the availability of internal stakeholders.
ProQuest delivers projects using a 100 percent Agile approach, providing working functionality throughout the engagement rather than waiting for a final release. Many clients begin seeing value within the first month.
What is the difference between a professional case management solution and other basic systems?
Professional case management solutions sit at the top of the software ecosystem. They meet the strictest requirements for functionality, customer success, scalability and innovation. Enterprise platforms also receive priority access to vendor product teams, engineering support and early feature releases.
Basic ticketing systems, offshore contractors or general IT consultancies do not have these advantages, which can limit their ability to resolve complex challenges or implement advanced solutions. ProQuest's expertise and recognition as Australia's leading case management specialist demonstrate capability that goes beyond marketing claims.
How much does case management software implementation cost in Australia?
Case management software implementation costs vary widely depending on scope, number of users, customisations and integration complexity. It includes discovery, design, configuration, data migration, training and initial support, but excludes software licensing. ProQuest provides transparent proposals with clear assumptions, deliverables and payment milestones.
What ongoing support should I expect after case management software implementation?
Effective post-implementation support includes user assistance, system administration, platform optimisation, feature enablement, performance monitoring and security maintenance. Modern platforms release three major updates each year, so a partner should help you evaluate and adopt new features continuously.
ProQuest provides full managed services, including dedicated administrators, proactive optimisation recommendations, security reviews, quarterly business reviews and immediate access to certified consultants. This ensures your system remains reliable, scalable and aligned with your business goals.
Ready to Transform Your Business with Australia's Leading Case Management Software Partner?
Join leading Australian organisations who've achieved transformative results through ProQuest's certified expertise, proven methodologies and unwavering commitment to client success.
With 450+ successful projects, 4.93/5 client satisfaction and industry-leading expertise, we deliver the case management software solutions your business needs to compete and win in today's digital economy.
ProQuest works to empower companies in Australia and New Zealand to achieve higher performance through the delivery of tailored technology solutions using disciplined Agile Scrum methodology.
We bring customer's vision to life through efficient delivery of innovative and transformative solutions powered by leading platforms.
Contact
• Lvl 12, 3 Spring Street, Sydney
• The Executive Centre Level 22, Salesforce Tower, 180 George St, Sydney NSW 2000
We acknowledge the Traditional Owners of the land where we work and live. We pay our respects to Elders past, present and emerging. We celebrate the stories, culture and traditions of Aboriginal and Torres Strait Islander Elders of all communities who also work and live on this land.
Join UsAbout
info@proquestit.com