Customer story highlights

• Replaced legacy financial system with TechnologyOne Financials in under 12 months with SaaS+.
• Established audit-ready processes with automated PO handling and journal approvals.
• Strengthened internal controls and reduced manual workloads across finance and care teams.
• Positioned for AP automation, AI-powered reporting and integration across key platforms.

About Baldwin Living

Baldwin Living is a boutique operator of retirement communities and home care services across Australia, with a growing network of eight villages and a focus on enabling seniors to age in place. The organisation supports more than 200 home care clients and continues to expand in response to rising demand for independent living and in-home care options.

Backed by decades of experience in retirement housing and health support services, Baldwin Living plays a vital role in bridging the gap between residential care and hospital services. Its operations span retirement villages, in-home care, wellness programs, and resident services.

Baldwin Living’s website

The challenge: an ageing platform in an ageing country

Australia’s aged care system is at a tipping point. The population aged 85 and over is projected to more than double to nearly 1.3 million by 2042. Likewise, the 65+ cohort is also projected to double in the coming decades, meaning there will be fewer people able to care for this influx of elderly Australians.

Australian aged care facilities already average 88% occupancy, and with fewer available care places, the Federal Government is increasingly relying on home care and independent living operators to help meet rising demand.

However, according to Godwin Muscat, Chief Financial Officer and Company Secretary at Baldwin Living, this shift introduces new layers of administrative overhead.

“The Government is funding more in-home care and even looking at independent retirement living operators like us to fill the gap when public aged care beds aren’t available,” Mr Muscat said.

“It means increasing regulation and more pressure on our systems.”

Baldwin Living’s financial platform was feeling that pressure; it was outdated, disconnected, and reliant on manual oversight, which increased the risk of inconsistent records and compliance gaps.

“We were relying on an unsupported finance system where even basic processes like purchase orders had to be done in SharePoint and manually reconciled later,” Mr Muscat said.

“Everything depended on someone eyeballing things at the end to make sure they were right.”

As demand for care increased and the organisation grew its home care and village operations, Baldwin Living knew it couldn’t scale with the tools it had.

“We’ve got eight villages now, and with each one comes more AP, more billing, more of everything,” Mr Muscat said.

“Even a power outage at our Lane Cove site meant the system was down. It just wasn’t flexible enough to connect with the cloud-based tools we were moving to.

“We needed to be scalable, and we couldn’t keep hiring people just to keep up with the admin.”

With more regulation on the horizon and a growing client base to support, Baldwin Living needed a better way forward.

The solution: a unified SaaS solution with room to grow

Baldwin Living selected TechnologyOne’s Financials, delivered via SaaS+ to modernise its operations and lay the groundwork for future automation. Financials now forms part of a broader digital ecosystem that includes payroll, care delivery, and resident billing systems, all integrated to support fast and accurate decision-making across the business.

“There’s a lot of regulatory change happening, and we need to be really flexible with the times as they change. We need software in the cloud that connects to the other software that we have,” said Mr. Muscat.

“We chose SaaS+ because it gave us the flexibility we needed. The search function alone is fantastic - it’s simple, user-friendly, and saves a lot of time.”

By moving to SaaS, Baldwin Living also removed the risk of outages and reduced its reliance on internal IT resources. Finance staff can now access critical functions from anywhere, while leadership can pursue growth and transformation with greater confidence.

Fast deployment in just nine months

Baldwin Living went live with TechnologyOne Financials on 1 July 2025, completing the rollout in under a year with the actual implementation taking a mere nine months. Thanks to TechnologyOne’s SaaS+ delivery model, Baldwin Living was able to achieve a quicker time to value that they would’ve with other providers.

TechnologyOne also helped integrate three other new systems, which were also implemented to go live during this period.

“We wrapped up our year-end on the old system, then started the new one clean with TechnologyOne,” Mr. Muscat said.

“TechnologyOne stood out as the best implementation partner by far. They didn’t just deliver the platform — they helped us integrate with our other vendors and fix things outside their remit.”

The TechnologyOne SaaS+ delivery model provided added certainty during implementation, removing the need to coordinate hardware, patches, or third-party hosting.

Internal teams focused on change management, supported by a hands-on project team across Baldwin Living and TechnologyOne.

The results: Efficiency gains across head office and village teams

With TechnologyOne Financials in place, purchase orders are now embedded within the finance system, reducing duplication and improving auditability, while new journal approval workflows have improved consistency and accountability.

For frontline teams, the shift to Financials has also made day-to-day tasks simpler. Village and care staff were supported with peer-led training sessions to build confidence and familiarity, an approach that helped ensure smoother adoption and stronger engagement.

“We currently manage government funding claims on behalf of over 200 home care clients and we’re executing on a strong pipeline of acquisitions,” Mr. Muscat said.

“By moving to TechnologyOne Financials we’ve set ourselves up to handle that with the same team, just smarter systems.

Feedback from finance staff has also been positive, particularly around usability and system responsiveness. With less time spent on manual tasks or fixing errors, staff can now focus more on value-adding work.

Looking ahead: automation, AI, and future-ready finance

With its finance platform now stabilised, Baldwin Living is turning its focus to automation and advanced analytics. The next phase of transformation includes the rollout of AP automation and the introduction of a new reporting layer powered by AI.

The team is also building a business intelligence framework using Power BI, underpinned by a centralised data warehouse. This will enable faster, self-serve access to insights across departments.

“Our goal is to eventually let operational teams ask questions of the system directly and get answers without needing finance to run reports,” Mr. Muscat said.

“Automation won’t just benefit finance. It’ll reduce the admin burden for our care teams too, especially as government funding gets more complex.

“The less time they spend on paperwork, the more time they can spend supporting our residents.”

With the right platform in place, Baldwin Living is well-positioned to meet the challenges ahead and continue delivering on its mission to support seniors to live well, independently and with dignity.