About the Customer
Whiddon is an award-winning, not-for-profit organisation that has been caring for older Australians across NSW and QLD for over 70 years. They've grown from philanthropic origins to a large organisation, with over 2000 employees caring for more than 2300 residents and clients. Their services include residential aged care, community care, and independent living villages. As an organisation that operates in regional, rural and remote areas, they are often at the heart of our local communities, both as an employer and as an important provider of aged care services, and they actively promote and maintain this sense of community where everyone matters.
Scope and Challenges
The Whiddon Group, one of NSWs leading aged care providers, has chosen SugarCRM to support its business transformation. SugarCRM will enable Whiddon to enhance the customer journey for the organisation’s new and existing customers across metropolitan, regional, rural and remote New South Wales.
“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, The Whiddon Group.
Outcome and Implications
For over 70 years, Whiddon has been a leading provider of aged care services, including residential and community care to over 2,000 clients across NSW. SugarCRM 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.
“Like many large and complex organisations, our business suffered from the challenge of trying to work effectively across internal silos. With the help of Sugar, we are able to break those barriers down, resulting in better visibility of our customers and their needs and therefore provide better and more responsive service.”
“We also realized that we would need guidance from a CRM consultancy partner that understood our sector and its challenges and could bring experience, rigor 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” -said Regan Stathers, Executive General Manager, Property and Technology at The Whiddon Group.
“Whiddon is one of NSWs leading aged care providers and we are looking forward to helping the group to streamline its business process management. SugarCRM is helping Whiddon achieve its new business goals by offering them a flexible, adaptable and extensible software solution tailored to their specific business needs,” -said Mark Troselj, Managing Director, Asia Pacific and Japan at SugarCRM.
“Aged Care providers face a series of tough challenges today, with the shift to consumer-directed care and an increasingly digitized marketplace. It is imperative that providers appeal directly to the people they serve whilst ensuring they are not losing out to competitors. Any strategy crafted to confront these challenges must have a solution for customer data, knowledge and insights at its core. Sugar’s CRM offering is sure to provide the foundation of a strategic platform for competing effectively in the aged care sector today,” -said Jenni Deslandes, Managing Director at Loaded Technologies.
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