Surf Life Saving New South Wales’ (SLSNSW) mission has remained the same over the years: save lives, create great Australians, and build better communities. Since 1902, SLSNSW has expanded to 129 surf clubs, with volunteers clocking 650,000 hours along the New South Wales coastline keeping beaches safe and helping prevent coastal drownings.

To keep their mission alive, SLSNSW runs Surf Life Saving Services, a fee-for-service commercial operation offering safety equipment and training courses to individuals, communities and organisations. Choosing Surf Life Saving Services for first aid products and training means directly supporting the amazing work of SLSNSW.

Holly Chave, a business manager with SLS Services, has watched the organisation grow over the years. In their first year, one salesperson and one trainer successfully organised and trained 90 Australians in life saving skills. As they grew, they discovered the need for better systems and processes to help them scale.

Chave says, “Our processes meant we were losing precious time and traction, and we couldn’t continue to operate that way.”

The brief 

When SLS Services approached Carnac Group, they were completing most of their transactions manually, costing them valuable time and money.

How could SLS Services introduce technology and automation to help them streamline their processes and extend their reach? After all, delivering more first aid training to more people would save lives.

They came to us with a vision to automate business processes and consolidate their operations and data into a single source of truth.

For Holly and her team, Salesforce ticked all the right boxes as the platform to help them achieve this.

  • Salesforce Platform
  • Sales Cloud
  • CPQ
  • Pardot
Key requirements
  • Lead management
  • Opportunity management (with quoting)
  • Management of supply chain processes (purchasing and despatching)
  • Integration with MYOB for accounting
  • Integration with Axcelerate Learning Management System to visualise training records of contacts in Salesforce


4 months

Surf Life Saving NSW flag image for case study

Our approach 

First we first worked with SLS Services to clarify and prioritise their operational pain points. Their biggest problem was disconnectivity between the various systems they used to accept, deliver and manage orders.

Given SLS Services’ online store is where most customer transactions start, integrating it with Salesforce was critical. Any orders created via their ecommerce site would synchronise with Salesforce, giving them confidence in their accounts, orders and order lines. Any changes made to pricing in Salesforce would update automatically on their ecommerce site.

For managing their training schedule and bookings, SLS Services would continue to use their Learning Management System (LMS) Axcelerate. And by integrating it with Salesforce through custom development, all training history and purchases would be tracked against contacts and accounts in Salesforce.

But SLS Services doesn’t just deal with one-off transactions via its website. To support SLS Services with its corporate and government clients, we configured opportunity management and CPQ. Whether responding to a competitive tender, renegotiating contracts or adjusting pricing, having a clear process enhanced with automations to save time and effort made sense.

Last but not least, SLS Services chose Pardot, Salesforce’s end-to-end marketing automation product to engage with prospects to promote their equipment and training.

Why Carnac?

“Working with Carnac was a smooth and easy process. [They] showed care and commitment to supporting our organisation to ensure we had a successful launch and product going forward.”

– Holly Chave, Business Manager, Surf Life Saving Services

The result

SLSNSW uses Salesforce to work smarter, not harder, to quickly process quotes and payments. Before, quotes, invoices, and purchase orders took weeks to pass between sales, management and accounting. Now, SLS Services can perform this entire workflow online within 1 hour.

Chave says, “we can move from quoting to invoicing to receiving payment within an hour, which is amazing for a charity. The streamlined process is important when clients need something like a defibrillator.”

“Our salespeople are no longer worried about paperwork; they can just keep selling and continue that momentum of saving lives,” said Chave.

As SLS Services looks to the future, they now have the right tools to achieve sustainable growth and efficiency. This implementation means SLSNSW can continue to save lives, create great Australians, and build better communities for many generations to come.

SLS NSW image for salesforce case study
Surf Life Saving NSW logo for case study Salesforce

Surf Live Saving Services is a registered training provider offering first aid, CPR and mental health training to individuals, communities and organisations across NSW and the ACT. It is a wholly owned subsidiary of Surf Life Saving NSW, a volunteer organisation with more than 75,000 members. All revenue raised through Surf Life Saving Services directly supports the surf lifesaving mission to save lives, create great Australians, and build better communities.