Loaded overview and credentials

An Overview of
Loaded Technologies

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

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

Our offer – ‘total CRM’
An Overview of
Loaded

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

Our approach – total CRM journey
Sales
Marketing Sales
Marketing Sales Support
Integration
Integration
Social Collaboration
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

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
Implemen-
tation
UAT,
Deployment,
Training,
Handover
Detailed
scoping /
design
Initial scoping /
design phase
Implemen-
tation
UAT,
Deployment,
Training,
Handover
Detailed
design
Support
Roadmap
An Overview of
Loaded

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
An Overview of
Loaded

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

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

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

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

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

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

2. New member registration
The User Completes
membership
form online
Reviews
purchase
in cart
Receives
confirmation
email
SugarCRM
Web/eCommerce
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
An Overview of
Loaded

3. Membership renewals
The User Receives an
email from
Sugar with
unique link
Visits the
website
Receives
confirmation
email
SugarCRM
Web/eCommerce
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
User is sent
confirmation
email
An Overview of
Loaded

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

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

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

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

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

About SugarCRM
plugins, add-ons &
connectors developed
by Loaded

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

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

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

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

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

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).
An Overview of
Loaded

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

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

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

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

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
An Overview of
Loaded

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

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

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

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

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

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

Loaded overview and credentials

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