Wesley 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.
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.
Director Community Care & Inclusion
Various phases of work implemented since 2017
Aged care and community services sector
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.
Jenni is the Managing Director of Loaded Technologies. She is passionate about delivering strategic and practical CRM solutions that have a real impact on clients’ customer relationships and results.
Brian is a principal at Loaded and Head of Services. He helps clients unlock business value through existing and emerging technology and ensures consistent, high quality service delivery.
Richard leads Loaded’s business development and account management. He is focused on building long-term trusted relationships and providing genuine value to our clients.
Clare leads our Customer Success team, providing support, hosting and ongoing enhancement services. She is an experienced CRM Consultant, with a deep understanding of SugarCRM solutions.
Customer Success Manager
Vijay is a CRM Consultant, designing and project managing CRM implementations. Vijay has a strong focus on quality and project management rigour, to ensure smooth implementations.
Sachin is a CRM Consultant, designing and project managing SugarCRM implementations. Prior to joining Loaded, Sachin worked in senior project roles on Siebel and Salesforce CRM implementations.
Tim is a Business Analyst in our Consulting team. He comes to Loaded with a background in project implementation of eCommerce solutions.
Ambika is a CRM Consultant, designing and project managing CRM implementations. Prior to joining Loaded, Ambika worked for Accenture in senior project roles on CRM implementations.
Jo is a member of Loaded’s Customer Success team. As an experienced BA, she works with clients on solution enhancements, training and CRM adoption.
Dmtrii is a Senior PHP Developer & Technical Lead and manages our development team. He works with clients on complex technical solutions and oversees the technical quality of implementation projects.
Anh Duc is a Senior PHP Developer & Technical Lead. His work includes technical design and implementation of CRM solutions including integrations.
Anh Duc Tran
Giovana runs the Loaded office, manages our Accounts area and, as a member of our Customer Success team, looks after renewals for all our customers.
Giovana Van Leerdam
Uchechi is a Support & Systems Administrator at Loaded. She works with clients every day to unlock problems, provide CRM user support and resolve technical issues.
Support & Systems Administrator
Pearleen is a member of the Customer Success team, providing help desk support to our SugarCRM clients.
Hugh is a Director of Loaded. He has led successful technology ventures, held senior roles with Westpac, and is an experienced NFP non executive director. He is CEO of SuperEd, a digital retirement advice platform.
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.