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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.
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.
Jake is a Support team member at Loaded. He provides technical support to our CRM users, investigating and resolving problems as they arise.
Vanessa heads up our marketing function and is a charged with maintaining our brand integrity, building awareness and thought-leadership, and developing lead generating strategies to grow the business.
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.
Jordan is a Support team member at Loaded. He provides technical support to our CRM users, investigating and resolving problems as they arise.
Jo is a Business Analyst in Loaded’s Customer Success Team working with clients on enhancement requests. She enjoys working with end-users enabling them to make the most of Sugar’s functionality and improving their customer experience.
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.
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.
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.
Mauro is a CRM Consultant, designing and project managing the full suite of Sugar implementations for Loaded customers. Prior to joining Loaded, Mauro worked in senior project roles on SAP Customer Experience projects.
Tim is a Business Analyst at Loaded. He supports businesses in the scoping, development, and UAT phases of the CRM journey. Tim enjoys working collaboratively with businesses to ensure their requirements are fully understood and that they value Loaded’s customer experience services.
Anh Duc is a Senior Web Application Developer and Technical Lead with passion to deliver robust solutions to complex problems and challenges.
Giovana runs the Loaded office and manages our Accounts area. She is passionate about our clients, accurate and timely processes, and birthday cakes!
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.
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