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Enhancing the customer journey

Leading NSW aged care provider, Whiddon, is transforming its organisation by focusing on enhancing the journey for new and existing customers.

Loaded partnered with Whiddon to implement SugarCRM, and continues to work with the organisation as it expands its use of the platform.

Project overview

We worked with Whiddon to define the priority customer journeys that the CRM would enable.  This formed the customer-centric foundations for the SugarCRM implementation project, which focused on enquiry management and customer communication.  We continue to work with Whiddon on their ongoing CRM journey.

What our clients say

We also realised that we would need guidance from a CRM consultancy partner that understood our sector and its challenges, and could bring experience, rigour and quality to our implementation. From the outset, the Loaded team demonstrated a deep understanding of the aged care and wider community services sector and have proved invaluable to our team as we’ve worked through a complex and detailed implementation project.

Regan Stathers

Executive General Manager, Property and Technology

Project details

Project duration

Phase one – 3 months


Aged care and community services sector

Services implemented

Customer journey mapping, CRM implementation, CRM integration,
Data migration, CRM support

Whiddon is an award winning aged care provider in NSW, providing residential and community care to over 2000 clients across metropolitan, regional, rural and remote NSW for over 70 years.

Whiddon chose SugarCRM to support its business transformation, seeking to enhance the customer journey and deliver process efficiencies.

“We came to market looking for a tool that would enhance our knowledge of our customers and their needs. We chose Sugar after comparing various systems on the market, and finding that none could match Sugar’s handling of data sovereignty and privacy issues, as well as the software’s ability to break down silos within the business,” said Regan Stathers, Executive General Manager, Property and Technology, Whiddon.

Since mid 2017, Loaded has worked with Whiddon to roll out the CRM solution. The work involved a series of integrations with legacy care systems and extensive data migration.

Sugar now enables the organisation to map and understand each customer’s journey, from initial engagement, through the sales process and into the most appropriate type of care for that customer.

“The benefit of Sugar is its ability to implement business process management, and break down the silos between leads, sales and customer care,” said Stathers.

We continue to work with Whiddon today on new ways the CRM solution can be extended and rolled out to further support the strategy.

Our team

Why choose us?

Loaded is a quality-oriented, deeply experienced SugarCRM implementation partner. We have the team, and the track record with clients, to give you confidence to move forward on your CRM journey.

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