An overview of Loaded’s Clients

Case studies

Our clients Loaded serves clients across a range of sectors, from higher education to government; not for profit to financial services; information technology to retail.

Our partners

Loaded partners with world leading technology providers to ensure we have the best software, infrastructure and supporting tools at our disposal, to support client needs.

SugarCRM is the world’s fastest growing CRM application. Recently named in the Gartner Magic Quadrant as a Visionary for Sales Force Automation

Pardot is a leading SAAS marketing automation tool

recently acquired by Salesforce.com

Hubspot is a comprehensive, all-in-one marketing platform

JasperSoft is a cloud based business intelligence application bringing enterprise level BI to any business.

Amazon Web Services is a cloud computing platform that provides flexible, scalable, and cost-effective technology infrastructure.

The Iconic

• Pre engagement business issues

o No single view of the customer causing the agents to spend more time on the phone than

necessary to solve the clients’ issues, and then having less time to cross sell products

o Inability to track previous customer interactions in one system

• Scoping outcome

o Single view of the customer and tracking of each customer interaction

o Proactively communicate (outbound) for cross and upsell opportunities

o Ability to build more rounded customer profile for marketing, segmentation and communications

• Business gains

o Better customer engagement to improve efficiency and increase revenue opportunities to cross

and upsell

SugarCRM solution design & implementation

RMIT University

• RMIT Training

o CRM used to manage Training organisations’ sales process: including opportunity management,

products, quotes, workflows

• RMIT - Student Services Group

o Careers & Employment Unit: uses CRM to manage employer account details, and match students with

potential employment opportunities

o Equity & Diversity Unit: uses CRM to manage Schools Network Access Program

• RMIT - Engagement and Planning

o CRM manages and evaluates requests for IT projects / services

o Web integration with CRM, enabling requests to be submitted online and ‘scorecard’ functionality baked

into the CRM enables automating scoring and hence prioritisation of requests based on a complex

formula

Provider of SugarCRM consulting, configuration, customisation and training services to RMIT University since 2009

Australian Maritime Safety Authority (AMSA)

Situation

Complex solution design and deployment requirements, complex data cleansing, complex technical

environment, multiple stakeholder groups requiring a working solution on one CRM instance.

Our Challenge

Designed solution to map CRM Contacts fields to meet Australian Standard AS 4590, a first for a Federal

Government agency.

Solution

• Integrated client / Loaded team delivered work for 3 groups of users using rapid sprint methodology.

• Training and technical support to secure go-live and to build AMSA team skills (SugarCRM on Oracle; on

premise hosting; complex technical environments; ensuring high system / application performance).

Benefits

Consolidated Enterprise contact database, in compliance with the Australian standard Marketing, Election

campaign and Domestic Vessels Division processes.

Complex SugarCRM solution design & implementation, data cleansing

Destination Melbourne

Situation

Complex set of business processes; a range of disparate systems; a Salesforce CRM implementation that was

not delivering value.

Our Challenge

Design and implement a cost effective, easy to use and maintian CRM solution to support DML’s business

processes and manage their advertising products, bookings, documents and material collection, contract

approvals and advertising production.

Solution

SugarCRM based solution that incorporates:

• Content Management System to manage and track all artwork and contracts in one place.

• Customer portal to allow advertisers to manage contracts, and upload/manipulate/approve artwork.

• Single process within SugarCRM to streamline current operations and integrate with their mobile

application, enabling the mobile app content to be managed directly within the CRM.

Benefits

Significant improvements to the internal and customer-facing sales and production processes, ensuring the

organisation has a robust, agile and efficient platform to support ongoing operations and growth.

CRM migration, process redesign, business systems consolidation

Australian Scholarships Foundation (ASF)

Situation

Scholarship application, evaluation and tracking managed with spreadsheets, required greater visibility and transparency into the application process, more effective marketing and segmentation.

Our Challenge

Design, build, implement and support an innovative platform to power ASF’s operations and automate

scholarship application processing.

Solution

• Integrated solution: SugarCRM, web (Joomla) and learning management system (Moodle).

• Provide ongoing support, hosting and platform advisory services.

Benefits

• Boosted ASF’s operational efficiency by a whopping 1,000 percent, 300 percent increase in scholarships offered without requiring additional staff, eliminated the expense of a third-party email marketing tool.

• Platform now being extended to support 3rd party partners including Chief Executive Women and CSI / Origin Foundation’s SRET research project.

Scholarships application, selection, management and marketing platform - design, development & integration

Australian American Fulbright Commission

• Integrated CRM/web platform for the management of the Fulbright Commission’s alumni database and

marketing communications.

• Partnered with the Commission since early 2012.

• Developed an Alumni Portal and supported the delivery of a campaign to capture and update alumni

contact details.

• Provide ongoing enhancements to the platform (web, CRM), as well as support and training.

Integrated CRM / website platform enabling a range of processes

Centre for Social Impact / PWC

Innovative online platform based on SugarCRM

Survey Data Cube

The PWC/CSI Community Index report was launched in Spring 2012 and presented findings from a survey of the CEOs of 500 economically significant Australian not-for-profit organisations. The survey captures the perceptions of CEOs in terms of the operating conditions for their organisations and their confidence in relation to future operations. This initiative is comparable to established for-profit business indices such as NAB’s Business confidence survey.

CSI Website

Sugar CRM (Account, Survey)

Survey Browser

CSI administrator

Loaded implemented an innovative platform based on SugarCRM, used as the database for the Survey Web browser. Organised as a Data Cube, the Survey Web browser allows the user to analyse (table, graph), export to excel and print the scores and answers using several categories and sub-categories: Industry, Size, Role… See more on http://www.communityindex.com.au

Centre for Social Impact / PWC

• Based on SugarCRM, Data Cube organises dynamically various survey outputs in tables and graphs

depending on the category and sub-category selected in the left menu and the filters, such as location,

selected in the top menu. See more on http://www.communityindex.com.au.

• The completely integrated architecture based on the SugarCRM platform allows the user to display the

data using complex queries without altering the performances / response time.

Australian Home and Property Group

• Pre engagement business issues

o Disjointed and de-centralised sales processes and data capture / storage

o Sales: no follow up tracking, rely on sales reps to follow up to leads sent to them by email

o Call centre: entirely manual and paper based processes

• Business gains

o Dramatically improved sales and marketing effectiveness

o One central source of truth for all leads, contracts and accounts

o Automated lead generation, lead allocation and tracking

o One central tool for email marketing campaign, execution and reporting

• Next steps:

o Rolling SugarCRM to sister company

o Implementing customer care scripts for call centre

SugarCRM solution design & implementation

Wipasnapa

• Custom design and development of consumer

web platform to share content, manage image

resizing, enable interactive template design and

image/content placement, and generate print

quality artwork.

• Included secure member portal, shopping cart

and payment gateway integration, and database

of artwork template designs integrated with web

front end.

Consumer web platform, member portal, and payment gateway integration

Gloria Jean’s Coffees

• Gloria Jean’s Coffees website and ecommerce platform, designed

and built by Loaded was launched in April, 2013.

• With 94% of smartphone users researching products and services

online, the guest experience on mobile devices was also a key

consideration in the development of the site.

• The use of Responsive Design methodology has enabled an

optimal user experience for Guests whether on desktop, laptop,

tablet or smartphone device.

• See more at http://www.gloriajeanscoffees.com.au/ or watch

www.gloriajeanscoffees.com/temp/GJC_Website_FINAL_PC.wmv

Responsive website and ecommerce platform

Contact

Phone: 1300 LOADED (0282822900)

Email: info@loadedtech.com.au

Website: loadedtech.com.au

Call 1300 LOADED

Ground Floor, 221 Miller Street

NORTH SYDNEY, NSW 2060

Australia

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