NSW aged care provider, The Whiddon Group, has cut a deal with customer relationship management software provider SugarCRM to support a business transformation.
The software will be used for Whiddon’s new and existing customers in metropolitan, regional, rural and remote New South Wales.
Whiddon has been an aged care provider for more than 70 years, handling the needs of more than 2000 clients.
The company said SugarCRM would help it “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”.
“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.
“The benefit of Sugar is its ability to implement business process management, and break down the silos between leads, sales and customer care.
“Like many large and complex organisations, our business suffered from the challenge of trying to work efficiently 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 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.”
Mark Troselj, managing director, Asia Pacific and Japan, SugarCRM, said: “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.”