Sydney-headquartered Loaded Technologies has helped United Vic.Tas unify 24 agencies under one single CRM systems from SugarCRM.
Uniting Vic.Tas is the community services organisation of the Uniting Church in Victoria and Tasmania, which employs 7,000 people who provide more than 770 programs and services. It provides services in early learning, aged care, employment services, disability and mental health, and alcohol and other drugs aged care.
After bringing 24 Uniting Care agencies across Victoria and Tasmania together, now Uniting Vic.Tas needed a system to bring all units under one new service model.
Previously, each unit had its own customer service process and spreadsheets. With the introduction of SugarCRM platform the organisation, it was able to have a consistent and measured approach to delivering customer service across both regions.
The project started in September 2017 and took 12 months to be completed.
The community services provider offers urgent aged care services to helping customers navigate through the National Disability Insurance Scheme.
“In light of all the changes being made to consumer directed care, aged care, employment services and the National Disability Insurance Scheme, we realised we needed to come up with a new service model,” said Clare Jennings, general manager of quality and program performance at Uniting Vic.Tas.
“We came to market looking for a tool that would allow us to future-proof the work we do for our customers and their community. We chose SugarCRM and its elite partner, Loaded Technologies, after going through a tender process and quickly realised that none could match their ability to build and customise exactly what we needed," added Jennings.
Loaded Technologies provided a combination of SugarCRM's platform with its own customised CRM solution.
“Loaded has extensive CRM solutions experience working with clients in the community services sector, incorporating disability care, as well as aged care and other community services," Loaded Technologies CEO Jenni Deslandes said.
SugarCRM vice president of marketing Veronica Mikhail said the company was pleased to have played a significant role in streamlining and integrating the group’s 24 agencies into one.
Article updated at 2:40PM on 16 January 2019 to remove the reference to Civica's Carelink.