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Building the operating system for Australia's largest accident management company
When a car accident happens in Australia, our client handles everything — the replacement vehicle, the repairs, the recovery, the insurer. Their promise: door-to-door concierge with no up-front costs. Behind that promise is a platform DreamTusk built and continues to evolve, sprint by sprint — covering every team, every workflow, every dollar.
Australia's largest accident management company
Our client is Australia's leading non-fault accident management company. When a driver is involved in an accident that isn't their fault, the company steps in and handles everything — assigning a dedicated claims consultant, delivering a like-for-like replacement vehicle to the customer's door, collecting the damaged vehicle, managing repairs through a network of 40+ hand-picked repairers nationwide, and recovering all costs directly from the at-fault insurer. The customer pays nothing up-front.
The operation spans 12 internal teams — Founders, Senior Management, Claims Consultants, Admin, Finance, Bookings, Recoveries, CBR, Direct, Fleet, Marketing, Delivery, and an Assessing/Mechanical/Parts/Wheels division — all coordinated through a single platform.
One accident triggers a chain of 50+ actions across 12 teams
A single non-fault accident claim sets off a cascade of coordinated activity. A lead arrives from a referral partner. It must be validated, booked and assigned to a consultant. A replacement vehicle must be sourced from the fleet, inspected and dispatched. A driver must collect the damaged vehicle and deliver it to the right repairer. The repairer needs parts. The parts need tracking. The insurer needs recovery documentation. The finance team needs invoices. Commissions need calculating. Every step must be logged.
Without a unified system, this breaks — claims get lost between teams, vehicles go untracked, invoices go out wrong, and consultants have no visibility into where a customer's claim stands. The company needed one platform that could handle all of it, for every team, in real time.
A complete business operating system — built on Zoho Creator
DreamTusk took over an existing Zoho Creator implementation and transformed it into a comprehensive, continuously evolving operations platform covering the entire business — from first lead to final invoice. Every module purpose-built for how accident management actually works.
Lead Collection & Validation
Claims captured from multiple referral sources and partner networks. Each lead is validated for eligibility — fault determination, vehicle type and coverage — before being auto-assigned to the right workflow and consultant.
Bookings Management
Full booking lifecycle — from claim approval through fleet assignment, scheduling and confirmation. The bookings team has real-time visibility of every active booking, pending delivery and outstanding collection.
Driver Journey Tracking
The most operationally critical module. Every driver movement tracked end-to-end in real time, with GPS-linked status updates throughout — no phone calls, no manual check-ins.
Fleet & Vehicle Movement
Complete visibility of every vehicle at every stage — available, deployed, in-repair or returning. The fleet team sees the status of all vehicles on a single dashboard without making a single phone call.
Repair & Parts Management
Integration with 40+ repair partners nationwide. Parts tracked by availability, assignment and delivery status. Assessing, mechanical, wheels and parts teams all working from a shared real-time view.
Sales Commissions
Automated commission calculations for the claims consultant team — based on claims processed, closed and recovered. Accurate to the cent, transparent to every consultant, zero manual reconciliation.
Recoveries Management
Recovery claims tracked against at-fault parties and their insurers. Each recovery has a status, expected amount, follow-up schedule and correspondence log — no spreadsheets, no email threads.
Invoice Processing
End-to-end invoice generation, validation and dispatch across multiple clients, partners and insurer accounts. Status tracked from generation to payment, with full visibility of outstanding, disputed and settled invoices.
Accounting Integration
Seamless sync with the accounting system — no double data entry, no reconciliation gaps. Revenue, costs and recoveries all flow through automatically.
Reporting & Leadership Dashboards
Real-time KPI dashboards for leadership — claim volumes, consultant performance, fleet utilisation, recovery rates, outstanding invoices and revenue. Every metric the business needs to run, in one screen.
Every movement tracked, in real time
One platform, every team
One platform. Every team. The entire business.
The company runs its entire operation — from the moment a claim arrives to the moment it is financially settled — on this platform. Every driver knows where to go. Every consultant knows the status of their claim. The finance team sees every invoice. The leadership team sees the full business in real time. Manual processes that used to require phone calls, emails and spreadsheets are now tracked, logged and visible to the right person at the right time.
DreamTusk's role is not a typical software vendor relationship. We operate as the client's long-term technology partner — embedded in their business, running weekly sprints, solving operational problems as the company grows. When they expand into new states, add new service lines or integrate with new insurer networks, we build the platform around it.
"DreamTusk operates as our technology partner, not just a developer. They understand our business and keep building as we grow."
What powers the platform
Your business deserves a platform built around how it actually works
If you're running complex operations across multiple teams, we'll build the system that ties it all together.