Prevail Care | Discovery Workshop Part 1

The Context

The Story So Far

On 6 April 2026, we conducted the first half of our Discovery Workshop with Chris and the team at Prevail Care. Here's what we've learned.

Workshop Part 1 Summary

The first session focused on understanding Prevail Care's business model, current marketing state, participant demographics, and operational structure. We covered the performance and data side of the discovery process.

Key outcome: We've established a clear picture of where Prevail Care sits today - a $7M revenue NDIS provider with ~70 active participants, ~90 support workers, and significant untapped marketing potential.

Part 2 (with Kat): Will focus on brand positioning, content strategy, competitor analysis, and visual identity assessment.

Business Snapshot

Prevail Care By The Numbers

$7M

Annual Revenue

70

Active Participants

90

Support Workers

5-7%

Profit Margin

1

1300 Number

0

Marketing Spend

Participant Personas

Understanding Who We Serve

We identified four primary persona segments that interact with Prevail Care - each with distinct needs, referral pathways, and marketing considerations.

Guardians

30-40% of Participants

Family members or Office of the Public Guardian managing affairs for participants who cannot self-manage.

Split: ~50% Public / 50% Private

Referral: Through support coordinators

Key Need: Trust, transparency, proven track record

Support Coordinators

Key Referral Channel

Case managers who coordinate NDIS services for participants. Critical gatekeepers for participant referrals.

Market: ~100 in Perth, ~20 are coordination-only

Relationship: Phone calls, email, preferred suppliers

Key Need: Reliability, communication, professionalism

Self-Managed Participants

Direct Engagement

Primarily parents managing their children's NDIS funding. Less common - approximately 10% of participants.

Demographics: Mostly parents, rare adults

Challenge: "Spanish Inquisition" - trust barriers

Key Need: Proof of value, testimonials, transparency

High-Needs Participants

Premium Care Segment

Participants with complex needs requiring 24/7 or intensive support. Funding ranges from $200K-$600K annually.

Conditions: High-level psychosocial, immobility, complex needs

Service: 2-3 shifts/day, 7 days/week

Key Need: Specialist care, consistency, trust

Discovery Insights

Key Findings

Critical insights from our discovery session that will shape the marketing strategy.

Support Coordinator Channel Underutilized

Only ~20 dedicated support coordination providers in Perth. These are key referral gatekeepers who could drive significant participant acquisition through targeted B2B marketing and relationship building.

Financial Pressure = Marketing Urgency

$250K unpaid claim and thin 5-7% margins create urgency for efficient growth. The recent $30K/month cost saving from concluding the complex case creates budget breathing room for marketing investment.

Technical Capability Exists

Chris (B) has CLI/API automation skills and Brevity has API access. This enables closed-loop attribution by integrating CRM data with marketing dashboards - a significant competitive advantage.

No Analytics Foundation

Google Analytics removed in August 2025, no call tracking, no conversion measurement. The first phase of any strategy MUST be establishing measurement infrastructure before scaling spend.

Current State

Marketing Technology Stack

A comprehensive audit of Prevail Care's current digital infrastructure and marketing tools.

Platform	Status	Notes
Brevity (CRM)	✓ Active	NDIS participant management - has API access
Xero	✓ Active	Accounting and financial management
WordPress Website	✓ Active	Hosted on Servosaurus, domain on GoDaddy
Google My Business	✓ Active	Single WA location, recently set up interstate virtual offices
YouTube	✓ Active	Embedded video content on website
Social Media	◐ Partial	Facebook, Instagram, LinkedIn - minimal impact, ~no followers
Google Ads	◐ Inactive	Previously active late 2024/early 2025, status unclear
Google Analytics	✗ Removed	Removed August 2025 - likely during website migration
Call Tracking	✗ None	1300 number only - no recording or analytics

Strategic Assessment

Gaps & Opportunities

Areas identified during discovery that present immediate opportunities for improvement.

✗ Critical Gaps

!

No Analytics Infrastructure

Google Analytics removed, no conversion tracking, no call attribution

!

No Historical Marketing Data

Previous Google Ads campaigns not accessible, no performance baseline

!

No Dedicated Marketing Resource

All marketing falls on directors with limited capacity

!

Social Media Underperforming

Minimal followers, no paid strategy, limited engagement

✓ Key Opportunities

✓

B2B Support Coordinator Marketing

~20 dedicated coordinators in Perth - high-value referral channel

✓

API Integration Capability

Brevity API + technical skills = closed-loop attribution possible

✓

Geographic Expansion

Virtual offices set up interstate, potential for Australia-wide marketing

✓

$30K/Month Freed Up

Recent case conclusion creates budget capacity for growth investment

Client Homework

Discovery Questionnaire

Please complete the following questions to help us fill the gaps identified during our workshop. Your answers will directly inform the marketing strategy.

How This Works

Fill in your answers below and click Submit Answers. Your responses will be securely sent to the 121 Group team and linked to this project for strategy development. You can save your progress and return to complete later.

📊 Business Data

1. Can you provide the postcodes of all current active participants? (This helps us understand geographic distribution)

2. What are your top 3 participant referral sources historically? (e.g., support coordinators, Google, word of mouth)

3. What is the average revenue per participant per year? (Approximate is fine)

📈 Marketing History

4. Do you have access to the previous Google Ads account? If yes, can you provide read-only access?

5. Approximately how much was spent on Google Ads historically, and over what time period?

6. Have you used any other paid marketing channels? (Facebook Ads, LinkedIn, etc.)

🎯 Goals & Ambitions

7. How many new participants would you like to acquire per month as a starting target?

8. What is your 12-month revenue goal? Where would you like Prevail Care to be?

9. Are there specific geographic areas you want to target for growth? (Perth metro, specific suburbs, interstate?)

10. What differentiates Prevail Care from other NDIS providers? Why should participants choose you?

⚙️ Operations & Capacity

11. What is your current capacity to take on new participants? Any waitlists?

12. If we generate leads, what does the onboarding process look like? (Timeline, steps, who's involved)

13. Do you have access to the API documentation for Brevity? Can you share it?

14. Is there anything else you think we should know that wasn't covered in the workshop?

15. What does success look like for this marketing engagement? How will you measure it?

16. Who are your top 3-5 competitors? Please share their websites if known.

17. What is the revenue breakdown by service type? (e.g., accommodation vs. support work vs. other)

18. What is the maximum you would spend to acquire one new participant? (Target Customer Acquisition Cost)

19. What is the average time from first inquiry to signed participant? (Sales cycle length)

20. How do you currently engage with support coordinators? (e.g., email, coffee meetings, events, referrals)

21. Who needs to approve marketing materials before they go live?

22. Do you have any case studies or success stories we can use? (With participant consent)

23. Are there any NDIS marketing compliance concerns or restrictions we should be aware of?

Your Details

Your Name *

Email Address *

Your responses will be sent to the 121 Group strategy team

What's Next

Next Steps

We're halfway through the discovery process. Here's what comes next.

Workshop Part 2 with Adam & Kat

The second half of the Discovery Workshop will be conducted with Adam Ducquet and Kat to complete the discovery process.

Part 2 Focus Areas: Brand positioning • Competitor analysis • Content strategy • Visual identity assessment • Messaging framework

Completed ✓

Discovery Workshop Part 1

Business context, participant personas, technology stack, and operational data collected.

In Progress

Client Homework Questionnaire

Awaiting responses to fill data gaps and refine strategy direction.

Upcoming

Discovery Workshop Part 2 (Adam & Kat)

Brand positioning, competitor analysis, content strategy, and visual identity assessment.