1300 562 333Wesley Mission Queensland
Enabling business transformation
Achieving a single customer view was essential to helping Wesley Mission Queensland adapt to an increasingly ‘consumerised’, competitive aged care and community services landscape.
Loaded partnered with WMQ to put the CRM foundations in place, and continues to work with the organisation as it expands its use of the platform.
Project overview
After defining the CRM strategy in 2016, we rolled out SugarCRM to the Customer Service, Marketing, Fundraising, In Home Care and Allied Health businesses throughout 2017. Since that time, we have worked with WMQ to extend the rollout of the CRM to more businesses and support functions.
What our clients say
We chose SugarCRM’s open software because it provides incredible ease of use for staff at every level of our organisation, enabling them to engage with customers and stakeholders effectively…
SugarCRM offers a flexible, user-centric tool that supports our shift towards a customer-centric strategy.
Kris Sargeant
Director Community Care & Inclusion
Project details
Project duration
Various phases of work implemented since 2017
Industry
Aged care and community services sector
Services implemented
CRM strategy, CRM implementation, CRM integration,
Data migration, CRM support, CRM hosting
Wesley Mission Queensland (WMQ), which has 2,500 staff and close to 100 volunteers, delivers retirement living, residential aged care, disability and mental health services for youth and family. The organisation realised it was facing a huge challenge, when a trio of external forces – the Australian government’s introduction of Consumer Directed Care (CDC) and the National Disability Insurance Scheme (NDIS), the digital revolution and an aging population – were progressively impacting its established operating environment. Consumers were overtaking government as the key WMQ stakeholder group, and the organisation needed to learn about influencing this wider group of individual end-users to ensure its continued operations and growth.
“We understood that building a deeper understanding of customers was going to be key to embracing the new landscape we found ourselves in, and yet we had no single customer view. Information about our customers was spread between departments, systems and excel spread sheets, so achieving a single view of our customers was a key objective for our CRM initiative,” said Kris Sargeant, Director Community Care & Inclusion, Wesley Mission Queensland.
Since late 2016, Loaded has worked closely in partnership with WMQ to roll out the CRM solution step by step. Establishing the CRM strategy up front was an important first step to making practical the vision of using a CRM to help drive a broader transformation agenda. Rolling out the CRM platform gradually has helped WMQ manage change impacts, and has meant the organisation could learn how best to deliver results from their CRM journey.
We continue to work with WMQ today and SugarCRM now supports many areas of the business, from In Home Care to Residential Aged Care; enquiry management to volunteers management; allied health to the NDIS business.
Our team
Wesley Mission Queensland’s CRM solution incorporates the flexibility and power of SugarCRM, selected integrations and a series of customer portals to improve customer engagement and increase efficiencies. Loaded continues to work in partnership with WMQ to evolve the organisation’s CRM platform.
