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.
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.
Executive General Manager, Property and Technology
Phase one – 3 months
Aged care and community services sector
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.
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.