How DJC helped Paragon grow from three staff to 500, with one IT partner

Introducing Paragon

Founded in 2008 by three visionary entrepreneurs, Paragon set out to transform Australia's healthcare equipment sector. With an ambitious plan to unite and uplift businesses across hospitals and aged care, Paragon has steadily built a national presence by providing advanced, high-quality healthcare solutions.

From essential medical supplies to specialised diagnostic and surgical equipment, their diverse portfolio supports healthcare providers with the highest standards of reliability and innovation.

The situation

As Paragon embarked on its journey to grow through acquisitions, they faced significant challenges in managing and unifying the operations of newly acquired businesses. Their main concerns included:

• Disparate IT systems. Each acquisition brought its own set of IT systems, creating a fragmented landscape that hindered efficiency and collaboration.
• Operational complexity. The varied systems and processes added operational costs and diverted resources from core service delivery.
• Scalability needs. Paragon required an IT model that could scale seamlessly across multiple acquisitions to support rapid growth without disrupting services.
• Unified national presence. Paragon's ultimate goal was a cohesive IT infrastructure that would empower teams to focus on delivering quality healthcare services.

To address these challenges, Paragon turned to DJC Systems to design and deliver a scalable, resilient IT solution with a robust, rapid-deployment integration methodology that could be applied repeatedly.

DJC's integration approach

Understanding Paragon's unique business model needs, DJC developed a structured, repeatable IT integration strategy. With a focus on agility, resilience and long-term scalability, DJC collaborated closely with Paragon on each new project, ensuring the seamless integration of acquired companies into Paragon's network.

• 1. Discovery. Each integration project started with a discovery phase, where DJC conducted workshops with Paragon's business and IT teams to understand each acquisition's specific technology landscape and operational needs.
• 2. Initial integration. DJC prioritised connecting newly acquired businesses to Paragon's core systems, enabling secure data sharing and consistent access to critical information. Leveraging virtualisation in the early days and, later, Microsoft Azure, DJC established a resilient infrastructure that allowed for standardised policies and seamless collaboration.
• 3. Support. Following initial integration, DJC provided hands-on support during a settling-in period, fine-tuning the setup based on real-time feedback and evolving requirements.
• 4. Transformation. DJC led transformation projects aligned with Paragon's growth goals, unifying scattered systems and streamlining communications. With a central VOIP network, cloud-based call centre, and digital scheduling, Paragon now delivers faster, more efficient healthcare services.
• 5. Maintenance. DJC's managed services, including continuous monitoring and regular reviews, ensured Paragon's IT infrastructure aligned with their growth strategy on an ongoing basis.

Transformation results

Pre-merge:

• Separate PABX phone systems across states added unnecessary costs and complicated communication.
• Multiple call centres with isolated infrastructures led to higher operational costs and inconsistencies in service.
• Manual, paper-based service schedules caused frequent errors and delayed responses.
• Physical manuals and documentation created cumbersome update processes and limited accessibility.

Post-merge with DJC:

• A centralised VOIP system replaced separate phone systems with a single, national network, enabling free internal calls and reducing the need for multiple reception staff.
• Multiple call centres were consolidated into a cloud-enabled, centralised system, optimising customer service operations and reducing costs.
• A digital servicing schedule via SharePoint and Exchange eliminated manual scheduling errors, enabled faster updates and improved service reliability.
• Physical manuals transitioned to a cloud-based system, allowing real-time version control and up-to-date information accessible across devices and locations.

"Over 12 years, we've worked with Paragon to deliver 20 transformational merger projects. We've proudly seen Paragon grow from three employees to over 500, go from zero turnover per annum to $120 million, and gain a 20 percent share of the Trans-Tasman market. It's been an amazing journey."

Daniel Church, Managing Director, DJC

The outcomes

DJC's long-term partnership with Paragon has driven transformative results, enabling Paragon to grow rapidly, operate seamlessly, and deliver exceptional service across the healthcare sector. Together, they have achieved:

• Exponential growth. Paragon has grown from three employees to over 500, capturing a 20 percent share of the Trans-Tasman market with an annual turnover of $120 million.
• Unified operations. By consolidating hospital, aged care, and home care services under one IT system, Paragon has freed up resources to focus on quality healthcare delivery.
• Operational efficiency and cost savings. A centralised call centre and VOIP system have reduced overheads, improved customer service, and created an efficient communication model.
• Enhanced service delivery. Migration to Microsoft Azure and optimised service schedules have empowered Paragon's teams to provide reliable, high-quality support.
• Resilience during COVID-19. Paragon's digital infrastructure enabled seamless remote operations, ensuring continuity of medical equipment supply and support during the pandemic.

Ongoing relationship

Reflecting on the partnership, DJC Managing Director Daniel Church shares: "It's been incredibly rewarding to see the positive changes Paragon has achieved through IT-led growth. Together, we've not only optimised their operations but have also supported them through the challenges of COVID-19 and the healthcare industry continuing to throw their way. From enabling medical reps to provide live-streamed updates to surgeons to keeping our teams connected and resilient, we're proud to be part of Paragon's journey to deliver quality healthcare at every step."

"DJC has been a vital part of our growth, always adapting their support to meet our needs. They've enabled us to use IT to solve both business and human challenges, ensuring our teams can focus on what matters most, delivering quality healthcare."

Mark Simari, CEO, Paragon