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Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
Loaded overview and credentials
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Loaded overview and credentials

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Loaded Technologies is a consulting firm that designs and delivers smart solutions to unlock your customer potential, utilising CRM (Customer Relationship Management), Web, Marketing Automation and …

Loaded Technologies is a consulting firm that designs and delivers smart solutions to unlock your customer potential, utilising CRM (Customer Relationship Management), Web, Marketing Automation and Business Intelligence software.

Our capabilities: CRM breadth & depth, backed by strategic, operational and technology expertise:
- Business strategy and execution: Top tier management consulting and executive leadership experience.
- Technology depth and breadth: delivering and supporting complex integrations and deployments.
- CRM breadth: 30+ years in total CRM experience

We've partnered with leading CRM (Customer Relationship Management), Web, Marketing Automation, and Business Intelligence software companies, including SugarCRM, HubSpot, Pardot and JasperSoft to bring their products to the Australian market.

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  • 1. An Overview of Loaded Technologies
  • 2. At Loaded, we focus on delivering smart solutions to unlock your customer relationship potential. We utilise CRM, marketing automation and business intelligence software, and bring our business, marketing and technical expertise to the task of designing, delivering & supporting the right solution for your organisation. An Overview of Loaded
  • 3. About Loaded Smart solutions to unlock your customer potential. • Founded in 1995 as a web development business. • Delivering business impact through CRM, Web, Marketing Automation and Business Intelligence solutions. • Partnered with SugarCRM in 2005, attracted to open source model, flexibility and value. SugarCRM Gold Partner since 2006. • Broadened offering over last 7 years to encompass ‘total CRM journey’ with a wide range of CRM integrations enabling business impact and ROI. • Clients sectors include IT products and services; not for profit; financial services; accounting firms; retail; manufacturing/wholesale; and federal and state government. An Overview of Loaded
  • 4. Our offer – ‘total CRM’ An Overview of Loaded
  • 5. Loaded Capabilities Capabilities Why It Matters SugarCRM Depth: in consulting, development, training, infrastructure • Deep knowledge of the application and its potential, at the functional and technical level CRM breadth: 30+ years in total CRM experience • Sound basis for advice and design solutions • Provides rich inputs to our delivery processes – allows for on time, on budget, quality, ‘no surprises’ implementations and deployments Business strategy and execution: top tier management consulting and executive leadership experience • Strategic and technical partners, to help ensure your CRM journey is well planned and delivers organisational benefits at every stage Technology depth and breadth: delivering and supporting complex integrations and deployments • Able to support and maintain complex solutions over time for clients • Deep experience in a wide range of integrations CRM breadth & depth, backed by strategic, operational and technology expertise An Overview of Loaded
  • 6. Our approach – total CRM journey Sales Marketing Sales Marketing Sales Support Marketing Sales Support Integration Marketing Sales Support Integration Social Collaboration Marketing Sales Support Integration Marketing Auto Web Portal Call Centre Business Intelligence Reporting Time Complexity Why a Journey? • Deliver ROI at every stage • Increase CRM adoption • Deliver benefits faster • Manage risk and cost An Overview of Loaded
  • 7. How we work We focus up front on the business problem to be solved, before designing and implementing the process and system solution to that problem. Our typical approach to CRM projects The long term roadmap provides direction and context. Implementation is done in a series of phases. For each phase of work… Implemen- tation UAT, Deployment, Training, Handover Detailed scoping / design For each phase of work… Implemen- tation UAT, Deployment, Training, Handover Detailed scoping / design Initial scoping / design phase For each phase of work… Implemen- tation UAT, Deployment, Training, Handover Detailed design Support Roadmap An Overview of Loaded
  • 8. Our methodology Rigorous methods, tools and deliverables are core to all our project work, and ensure client goals are achieved and quality is assured. Standard Steps Standard Methods and Tools Standard Deliverables Detailed Design Implementation UAT, Training, Deployment, Handover Client workshops (to ensure we fully understand the needs, and to help with longer term adoption of the solution). Detailed design (to ensure we have devised the smartest, most efficient way to implement the solution). Test plan and test cases (to ensure all implementation work can be verified and delivers on agreed needs). Rigorous documentation in code, source control system and our task mgmt tool. Code Review (to ensure quality of work). Detailed Deployment Methodology. Training to enable effective UAT; additional training as required; documentation. Enhancements / rollout / change mgmt roadmap. Detailed Design document. Revised and refined implementation estimates. Change management plan. Project Updates. Progress Demos. UAT test plan. Training Manual For each phase of work… An Overview of Loaded
  • 9. Invest upfront in Scoping & Design • Involve all key users in scoping design workshops and UAT • Ensure discussion and validation of all key processes / requirements/objectives/priorities Focus from the start on user adoption • Engage, and mitigate risk, through involvement through project • Design CRM rollout & change management plans, to build advocates and ensure people are comfortable and excited early Phase implementation • Don’t try to achieve too much in a single phase… avoid “big bang” • Phase work into small manageable chunks, to deliver regular wins / progress, minimise risk, help drive user adoption and aid change management Plan data migration • Start on the task early; plan the allocation of work; ensure adequate skills / experience v task to perform Our experience tells us… An Overview of Loaded
  • 10. Manage change and complexity • Simplicity in design saves time and money • Automation should only be the answer if it drives efficiency • Avoid over complication and unnecessary process change where possible Manage organisational impact • Ensure organisation can still run while work is being implemented • Design the rollout project plan to ensure continuity Establish trust between partner / project team / steering committee • Transparency and regular reporting on effort, budget issues and risks • Philosophy of ‘one team’ Our experience tells us… An Overview of Loaded
  • 11. Loaded serves clients across a range of sectors, from higher education to government; not for profit to financial services; information technology to retail. Our clients An Overview of Loaded
  • 12. 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 with an exciting entry-level solution offered in partnership with Amazon Web Services bringing enterprise level BI to any business An Overview of Loaded
  • 13. About Loaded Custom Solutions
  • 14. Order Management Solution Powering, for example: 1. Event management 2. Membership management (new, renewals) 3. Product / service online sales (eg training courses; training materials) One integrated solution architecture that enables a range of business processes An Overview of Loaded
  • 15. 1. Event management Visits the website, views & selects event SugarCRM eCommerce Financial accounting system Payment Gateway User is sent confirmation email 4CRM is updated with user’s purchase / payment information and event registration details 3 2 Administrator sets up the event in CRM – creates event details; target lists; campaign and associated email templates Administrator launches campaign in CRM 1 Payment is processed via secure gateway and to bank account Payment info synced from financial accounting system to CRM 3 5 CRM populates events section of website with event details including pricing The User Email sent with a unique link to website Receives confirmation email Pays to attend event Powered by Loaded’s Order Management Solution An Overview of Loaded
  • 16. 2. New member registration The User Completes membership form online Reviews purchase in cart Receives confirmation email SugarCRM Web/eCommerce Financial accounting system Pays online Payment Gateway User is sent confirmation email 4 CRM is updated with user’s purchase / payment information 3 Member details automatically created as new Contact in CRM through CRM/web integration 1 Payment is processed via secure gateway and to bank account Payment info synced from financial accounting system to CRM 3 5 CRM populates shopping cart with member pricing details 2 Powered by Loaded’s Order Management Solution An Overview of Loaded
  • 17. 3. Membership renewals The User Receives an email from Sugar with unique link Visits the website Receives confirmation email SugarCRM Web/eCommerce Financial accounting system Makes a purchase Payment Gateway 4CRM auto-generates target list based on renewal date. Administrator checks detail (eg to allow manual overrides) and launches renewal Campaign 1 Payment is processed via secure gateway and to bank account Payment info synced from financial accounting system to CRM 3 5 CRM populates shopping cart with member renewal details CRM is updated with user’s purchase / payment information 2 3 Powered by Loaded’s Order Management Solution User is sent confirmation email An Overview of Loaded
  • 18. Promotions Solution The User Receives an email with a unique link to website The user visits the website, and views page with special personalised offer User completes checkout Sugar CRM Campaigns Module Manages email campaigns Target Lists Email Template Leads/Contacts DB with transaction history Product DB Promotions Module Manages promotion; used to display website content Promotions Purchase History Record of purchase referencing user ID Enabling segmented offers based on customer profile and history, involving integration of website with CRM & custom CRM module An Overview of Loaded
  • 19. Event Management Solution The User An email is sent with a unique link to the website. The user visits the website, enters details and registers and/or pays. User submits or completes checkout, a registration record is created. Sugar CRM Campaigns Module Manages email campaigns Target Lists Email Template Leads/Con tacts Products line items/ pricing Events Module Manages events; used to display website content Event Registration Registration / Application / Purchase Integrating Website, Marketing campaigns, Event registration An Overview of Loaded
  • 20. Sales Velocity – basic reports Available for My Sales Velocity, My Team, All Average, MIN, MAX elapsed time (in days) To sales stage: Time to get to the stage from the previous stage Run time filters on opportunity type, customer type, team/employee… From sales stage: Time to get, from the stage, to another stage Sales reporting enhancement tool tracking your speed of sales over time by sales stage to improve pipeline management and focus sales activities An Overview of Loaded
  • 21. Sales Velocity – advanced reports On these reports, we can observe that the elapsed time for each of the stages is far longer for lost opportunities than for won opportunities. Management may take the decision to put alerts in place when, for example, the value proposition stage takes more than 20 days. An Overview of Loaded
  • 22. CRM, Web and LMS platform The User User creates profile on website User redirected to LMS, and submits scholarship application Integrated solution to automate scholarship application processing, resulting in 300% increase in scholarships offered Website SugarCRM Learning Management Platform (LMS) User created in CRM2 5 Assessor grades scholarship applications 3 Scholarships applications synchronises back to CRM 4 Admin manages scholarship portfolio 5 Emails are sent to award the scholarships 6 Active scholarships displayed on website 1 User receives email of the result of application for a scholarship An Overview of Loaded
  • 23. About SugarCRM plugins, add-ons & connectors developed by Loaded
  • 24. Email 2 Sugar A smart, automated email archiving tool for SugarCRM. E2S automatically archives sent and received emails in relevant Sugar modules, using email address matching. • Automated email archiving to SugarCRM Lead, Contact, and Account modules • Supports the same email clients that SugarCRM supports 'out of the box’ • Automatic email attachment filing and unread email notifications Email is automatically archived to Lead, Contact & Accounts modules The User Sends an email either from Sugar or from email client An Overview of Loaded
  • 25. Org Charts for SugarCRM Visualise contacts in context for more effective selling • Understand who’s who for all your Accounts and Opportunities • Identify buyer roles like technical, influencers & decision makers • Engage with the right people at the right time for each opportunity Instantly visualises and identifies decision makers and influencers The User Creates an Account or Opportunity in Sugar An Overview of Loaded
  • 26. ABN and ACN Connectors for SugarCRM A fast and easy means to retrieve publicly available information, including ABN (Australian Business Number) and ACN (Australian Company Number) for a given legal entity, inside your own SugarCRM application An Overview of Loaded
  • 27. About Loaded Credentials
  • 28. 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 An Overview of Loaded
  • 29. 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 An Overview of Loaded
  • 30. AMSA (Australian Maritime Safety Authority) • Complex solution design to map CRM Contacts fields to meet Australian Standard AS 4590, a first for a Federal Government agency. • Integrated client / Loaded team delivered work for 3 groups of users using rapid sprint methodology. • Complex deployment requirements with Loaded technical support provided to secure go-live and build AMSA team skills (SugarCRM on Oracle; on premise hosting; technical environments; performance). SugarCRM solution design & implementation An Overview of Loaded
  • 31. ASF (Australian Scholarships Foundation) • Innovative platform designed and built to power ASF’s operations. • Integrated solution to automate scholarship application processing, resulting in 300% increase in scholarships offered . • Integrates SugarCRM, web (Joomla) and learning management system (Moodle). • Loaded has worked in partnership with ASF since early 2010. • Platform now being extended to support 3rd party partners including Chief Executive Women and CSI / Origin Foundation’s SRET research project. • We provide ongoing support, hosting and platform advisory services as well as project delivery / implementations. Scholarships application, selection, management and marketing platform - design, development & integration An Overview of Loaded
  • 32. 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 An Overview of Loaded
  • 33. Centre for Social Impact / PWC 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 Innovative online platform based on SugarCRM An Overview of Loaded
  • 34. 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. An Overview of Loaded
  • 35. 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 An Overview of Loaded
  • 36. 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 An Overview of Loaded
  • 37. 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 An Overview of Loaded
  • 38. About Loaded Leadership Team
  • 39. Loaded leadership team Jenni Deslandes Managing Director Jenni has 20 years experience as a management consultant (McKinsey & Co, Sydney; The COBA Group, London), marketer and general manager, primarily in consumer facing organisations. She has led wholesale and retail sales teams in B2B and B2C environments. She has worked extensively with CRM, web and learning management systems through her own digital entrepreneurial endeavours. Jenni has been Loaded MD since Oct 2012. BA, University of Western Australia. MSc, London School of Economics. An Overview of Loaded
  • 40. Loaded leadership team Hugh Morrow Executive Director Hugh began his career as a strategy consultant with The LEK Partnership, was Chief Manager Strategy with Westpac Financial Services, and taught Social Entrepreneurship at Macquarie University where he held a full-time Adjunct Professorship. Hugh founded a technology consulting firm - XT3 - that he grew from concept to commercial success and trade sale. In addition to his role with Loaded, Hugh is a non-executive director of ASX-listed iProperty Limited (IPP), the Australian Scholarships Foundation, the Australian Social Innovation Exchange and the Stanford Australia Alumni Foundation. BEng, University of Sydney. MBA, Stanford University. Yale University World Fellow. Former Adjunct Professor, Macquarie GSB An Overview of Loaded
  • 41. Loaded leadership team Alexandre Prate Head of Consulting With 15 years of experience in Customer Strategy Consulting, Alex successfully managed large and complex CRM programs, focusing on business gains at each step of the implementation, from the scoping/design to the roll-out and change management. Alex began his career progression at Unilog Management (Logica/CGI) from CRM consultant to CRM manager and became General Manager of CRM Advise, Customer Strategy Consulting (Paris). Alex is passionate and strongly committed to deliver high value to his customers, through comprehensive CRM methodologies. BA, Middlesex University (London) / Reims School of Management (France). HEC Entrepreneurs (France). An Overview of Loaded
  • 42. Contact 1300 LOADED Email: info@loadedtech.com.au Website: loadedtech.com.au Address: Ground Floor, 221 Miller Street, North Sydney, NSW 2060. Australia An Overview of Loaded

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