PUBLISHED DATE: 2026-09-21 22:28:15

How Stride Digitally Transformed Its Services and Operations | Publicis Sapient

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Stride Frees 15,000 Staff Hours for Patient Care

How replacing three legacy systems put clinicians back in control.

Summary

A simpler system cut time clinicians spent on manual administrative work, giving them more time to focus on patient care.

15,000 hours freed up per year
17 locations managed by single system
400 clinicians experienced enhanced satisfaction

hero-customer-story-stride

Client Stride
Industry Health
Topic Experience & Commerce
Partner Salesforce

In this customer story

Intro
The Problem
The Solution
The Impact

Intro

Stride provides mental health services across Australia, with hundreds of clinicians working across multiple locations. But aging systems and manual processes were taking time away from the patient-facing work that mattered most. Stride needed a simpler way to run clinical and business operations, with less admin for staff and better visibility across the organization. Publicis Sapient helped build the digital foundation to make that possible.

The Problem

The demand for mental health services in Australia has been increasing. Health authorities have been responding by gathering important information from healthcare providers to ensure rigorous standards and safe and transparent practices are maintained. Operational complexities, fragmented service delivery across multiple locations, and the intricacies of Medicare integration posed significant challenges for Stride to meet this demand. Outdated legacy system, meant many hours of manual work by staff and poor user experience for patients. Managing patient assessments, scheduling, and service delivery for 4 distinct brands across 17 locations, 29 departments, and 400 clinicians required a more robust solution.

The Solution

By adopting a collaborative and strategic approach, Publicis Sapient worked closely with Stride to create an integrated solution for the management of the entire customer journey, staff management and financial reconciliation of all services. Salesforce Health Cloud, OmniStudio, Experience Cloud and MuleSoft were deployed to ensure patients receive the appropriate assessments, robust case management and seamless Medicare and claims processes. OmniStudio was used for patient assessment and triage, addressing complex assessments effectively, while Lightning Scheduler enhanced service scheduling and delivery, managing operations across all 17 locations and their 400 clinicians. MuleSoft enabled seamless Medicare integration for service eligibility validation and billing. This transformative approach, informed by NDIS (National Disability Insurance Scheme) and healthcare provider needs, offered a standardized, best-practice model for the mental health sector, improving efficiency and patient outcomes.

The Impact

The implementation of the Salesforce solution brought substantial business impacts for Stride, helping to further position them as a mental health industry leader and improving outcomes for patients. The organization also experienced significant improvements, such as:

Enhanced outcome data gathering, reporting and the use of outcomes directly with consumers.
Enhanced culture through staff satisfaction and ability to attract and/or retain staff.
Freeing up of over 15,000 hours per year of staff time from admin task to focus on patient-facing time.
The solution enhanced efficiency and reduced costs for a large number of patients and providers.

This transformation supports increased transparency and better-coordinated care, paving the way for more personalized and impactful mental health services.

Publicis Sapient and Salesforce: Driving connected experiences together through digital business transformation

We help Clients maximize their Salesforce investment by providing unique, differentiated and high-value customer-centric solutions for today, with the scalability and flexibility to meet tomorrow's demand. Our partnership with Salesforce leverages the Publicis Groupe capability hubs—from business strategy and integrated technology to implementation, brand advertising, and creative production—providing Clients with end-to-end, ongoing operational support and strategy across the entire Salesforce suite of products.