From complexity to clarity: Invictus Australia's digital transformation story

About Invictus Australia

When you're supporting thousands of veterans through sport while managing partnerships with sporting organisations, corporate sponsors, and government bodies across Australia, every detail matters. This was the challenge facing Invictus Australia, a national not-for-profit organisation, as they found themselves juggling multiple spreadsheets, disconnected systems, and manual processes that were holding them back from their mission.

"We knew we needed to transform how we worked," recalls CEO Michael Hartung. "But as a not-for-profit with unique needs and sensitive data, we couldn't just implement any off-the-shelf solution."

The challenge of serving those who served

Invictus Australia's work spans from organising local sporting events to coordinating national competitions, all while maintaining the privacy and dignity of the veterans they serve. Their team was spread across the country, each region maintaining its own records and processes.

The organisation's Director of Strategic Partnerships & Brand, Vanessa Bernardo, explains the complexity: "We had veteran engagement teams in the field collecting data one way, our marketing team tracking another way, and our partnership team managing relationships in yet another spreadsheet. We needed to bring it all together without losing the personal touch that makes our work effective."

Embracing a new way of working

Change isn't always easy, especially in organisations with established ways of working. Bc’s implementation team knew that Invictus’ long-term success would depend on more than just good technology.

They worked directly with team members at Invictus Australia, conducting role-specific training sessions and creating documentation that spoke to real-world scenarios. They established ongoing support frameworks that gave staff the confidence to embrace the new system.

The result? "Our team went from being unsure about what the new system might mean for their day-to-day work to actively suggesting ways to use it better," says Vanessa. "That's when we knew we had succeeded."