The person who calls and the asset being asked about — on one record.
Govology delivers customer relationship management and enterprise asset management as a connected practice. From a resident's pothole report to a clinical hoist service call, the interaction, the asset, the work order and the financial entry are part of one continuous story — measurable end-to-end.
Two domains. One operating model.
Most organisations buy CRM and EAM separately and bolt them together later — usually badly. We deliver them as a single capability so service requests, asset records and field work share a backbone.
Customer & citizen relationships
Every interaction with your residents, customers, suppliers or care recipients — captured, routed and resolved against measurable service standards. Omnichannel intake, transparent SLAs, mobile-first field tools.
- Omnichannel intakePhone, web, email, mobile app, social — single inbox.
- Case management & SLA trackingRouting, escalation, SLA breach alerts, performance reporting.
- Knowledge base & self-servicePublic-facing help centre and resident/customer portal.
- Sentiment & satisfactionNPS, CSAT and effort scoring built into resolution flow.
Enterprise asset management
Every asset your organisation owns — from a kerb-and-channel segment to a clinical hoist — registered, condition-assessed, maintained and depreciated against a single record connected to the general ledger.
- Unified asset registerLinear, spatial, facility, fleet, plant and ICT in one model.
- Work order managementPlanned and reactive maintenance, mobile field execution.
- Condition & valuationInspections, condition scoring, fair value, componentisation.
- CapEx & renewal planning10-year capital plans linked to asset condition and risk.
Where most implementations fail.
CRM and EAM are usually separate systems with separate vendors, separate data models and separate definitions of 'service event'. Govology removes the seam.
The request
Pothole on Smith Street. Logged at 09:14 by a resident through the app.
The asset
Road segment SS-1142. Last inspected 18 months ago. Condition score B, due maintenance.
A work order is generated, assigned to the field crew, completed mobile-side with photo evidence, the asset's condition is updated, the cost flows to the GL, and the resident receives an SLA-bound update — all from a single connected record.
Built for the full asset portfolio.
Council and aged care portfolios span very different asset types. Our EAM model handles all of them under one register with class-specific behaviours and reporting.
Linear assets
Roads, footpaths, kerb-and-channel, drainage, pipes — segmented and condition-tracked.
Parks & open space
Reserves, sports fields, playgrounds, trees and vegetation — spatially indexed.
Buildings & facilities
Council buildings, aged care homes, community centres — componentised to GL.
Fleet & plant
Vehicles, heavy plant, mobile equipment — telematics-enabled where required.
Clinical equipment
Hoists, beds, mobility aids, medical devices — compliance, calibration, recall tracking.
ICT assets
Devices, infrastructure, software licences — full lifecycle, refresh planning.
Sector-specific by design.
CRM and EAM look different in a council and in a care provider. We tailor the operating model, taxonomy and reporting to where you sit.
Australian councils
From customer service centre to depot floor — connected service delivery for a community that expects the basics to work and trusts the council to fix what's broken.
- Customer request management (CRM) — pothole to playground
- Roads, parks, buildings & drainage register
- Mobile field works with photo evidence
- 10-year asset management plans and CapEx
- Statutory asset valuation & depreciation reporting
Care providers & operators
Resident, family and visitor interactions linked to the clinical, facility and equipment assets that underpin care quality and Aged Care Quality Standards compliance.
- Resident & family case management
- Clinical equipment register with calibration & recall
- Facility maintenance & preventive programmes
- Fleet for community visiting and HCP services
- Reporting aligned to Quality Standards & QFR
Platform-aware. Vendor-honest.
We deliver across the major CRM and EAM platforms used in Australian councils and care providers — and we'll tell you honestly when an incumbent system can be elevated rather than replaced.
Implementation always includes the integration layer to your finance, payroll, care or council ERP, hosted on Microsoft Azure Australia.
- Microsoft Dynamics 365Customer Service, Field Service and custom Dataverse apps.
- SalesforceService Cloud and Public Sector Solutions (where appropriate).
- Assetic / BrightlyAsset condition, valuation and CapEx planning.
- IBM Maximo / IFS CloudFor larger or more complex EAM environments.
- AlayaCareCare delivery integration for aged care providers.
- Open API integrationEvery connection documented and versioned — no black boxes.
Questions, answered.
We already have an asset register — do we need to replace it?
Almost never. Most engagements modernise around an incumbent register: improving data quality, adding mobile field execution, fixing the integration to finance, and connecting it to CRM. Replacement is only recommended when the platform itself is end-of-life or fundamentally unable to support cloud and mobile.
How do you handle the asset valuation and componentisation work?
We work with your finance team, asset accountants and (where used) external valuers — building componentisation, useful life and residual value into the asset register so depreciation, fair value and impairment flow into financial reporting without manual reconciliation.
Can residents and care recipients see the status of their requests?
Yes. CRM implementations include a resident or customer portal where requests can be lodged, tracked and updated. SLA timelines are visible, and stakeholders are notified at each major status change through their preferred channel.
Do you offer mobile field tools?
Yes — and they're not optional in our design. Field crews need offline-capable mobile apps that handle photos, signatures, barcodes and GPS. The work order experience on the truck is as important as the dashboard in the office.
How does this connect to Cloud 7 ERP and CMaaS?
CRM & Asset Management feeds and consumes data from the ERP (asset register to GL, work order costs to project accounting) and from CMaaS (asset-linked maintenance contracts, supplier performance against asset categories). Many engagements deliver across all three together.
From request to resolution, on one record.
Book a 30-minute discovery call. We'll review your current CRM and asset systems, identify the seams that are costing you, and walk you through the highest-value first move — no commitment.
Request a discovery call →