Infusion spring 2014

Spring 2014

Business Applications

Inside: 2 / Welcome / About Fusion5 3 / What’s been happening Oracle Excellence Award Enterprise Resource Planning:

4 / Update / JDE Rental Management 5 / Improving Auckland’s Rail Network 6 / NetSuite: Streamlining subscription billing

7 / Adaptive Insights 8 / Konica Minolta & ApprovalPlus Human Capital Management: 9 / Update / Empower-HR recognition

10 / Empower-HR User-Group Conference 11 / Empower-HR Road Map Customer Relationship Management: 12 / Update 13 / Quick Catch Up

with Kyle Bowker Customer Experience: 14 / Update / Social Sharing Service Management Solutions: 16 / Update / NSW Parliament Alfred Health 17 / The Great Debate 18 / FrontRange success in

Gartner Report 19 / FrontRange Desktop and Server Management Cloud5: 20 / Customers are loving Cloud5 22 / Interviews

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Cloud continues to be at the forefront of the minds of customers and software vendors. The benefits of Cloud include reduced infrastructure costs, far simpler upgrade paths, up time reliability, robust security and backups, and typically an enhanced user experience. Being a large reseller of partner software, as well as our own solutions, our cloud software revenue streams across all pillars now surpasses our on-premise sales.

At the recent Oracle OpenWorld event, in San Francisco, Oracle recognised Fusion5 as the Asia Pacific Partner for Excellence in Cloud. If we could have selected any award to win, this would have been it! Oracle, like all vendors, has embraced Cloud applications and its portfolio across ERP, CRM, CX and HCM is significant. Only two Oracle partners from Australia and New Zealand (the other being ASG) were recognised as part of the Asia Pacific award category; we are very proud to be a standout partner.

The trend towards Cloud means we have to rethink how to go to market, the services we must provide to retain the annuity and the rebalancing of our cost structure. Whilst there are short term revenue impacts, the longer terms benefits to the business are considerable.

Many of our customers face the same challenge of how to sell and develop long term committed revenue streams through close customer retention. Customer engagement is key to all of us and must be at the forefront in

everything we consider for our businesses. Customer centricity, as well as employee centricity, are two of the most important aspects to any organisation; one can’t survive without the other. Today we’re fortunate to be involved in many exciting and interesting engagements with our customers to implement systems and improve processes to achieve both these outcomes.

As we’ve mentioned in previous Magazines we are working through a two year business consolidation period. After ten years of rapid growth and several acquisitions we are taking stock and focusing on having all the moving parts working together. The year has seen the implementation of new systems and processes, new branding and several key initiatives, such as the launch of our Customer Centre and the drive towards Jemini - our new payroll / HR solution. On top of this, with the growth we are experiencing across both countries, nearly fifty people have joined Fusion5 this year. 2014 has been lots of fun; consolidation may sound like a dull word, but it’s so rewarding making changes and improvements.

We hope this magazine provides updates that are useful for you and others within your business. If you would like further information on any aspect then please feel free to contact your Account Manager, or me, anytime.

Rebecca Tohill Chief Executive, Fusion5 Australia / New Zealand

INFUSION / issue 19: Spring 2014 www.fusion5.com.au / www.fusion5.co.nz Introduction

Fusion5 is a leading Business Applications company. We specialise in selling, implementing, supporting and hosting Enterprise Resource Planning (ERP), Customer Relationship Management (CRM) and Customer Experience (CX), Human Capital Management (HCM), Service Management (SMS) and Enterprise Project Management (EPM) solutions.

Our large Australia/New Zealand team of close to 220 people includes highly skilled and experienced project managers, industry specialists, business change managers, solution and technical architects, application and technical consultants, account managers and support consultants. Our culture is business focused, customer centric, flexible and nimble. We are easy to engage with and very focused on ensuring you gain the results you are looking for.

Feel free to contact us if you would like to discuss any of your application or technical needs, software licence contracts, support, or hosting arrangements.

www.fusion5.co.nz www.fusion5.com.au

About Fusion5

With 2014 coming to a close we see a lot of market activity with new and existing customers. Customers with large software investments continue to focus on extracting more value, whilst many organisations are looking to move to more proven and mature systems. Small, low cost solutions can only take your business so far. Business complexity is not confined to large businesses.

Welcome to our fourth Infusion Magazine for 2014. This Magazine provides plenty of updates on customers, solutions, partners and a number of Fusion5 activities. We hope you enjoy reading it. • Our Jemini project (payroll / HR)

and wanting to be involved

• ‘Not keeping’ the status quo anymore and looking for real new benefits

• Cloud, cloud and cloud

• Extended maintenance agreements and more committed value

• Continuous improvement programmes across all applications

• PayGlobal consulting services from FUSION5

What’s Hot

RAVE (Respond, Add Value, Excite) is a key measurement of our success and continues through 2014. Everyone across our business is responsible for ensuring our customers have a RAVE experience. If our customers RAVE about us then we know they become our advocates both within their business and across the market.

If there are people within FUSION5 that you would like to recognise, then please drop us an email or visit RAVE on our website.

CUSTOMERS ARE ASKING US ABOUT...

3 Introduction

What’s been happening since our last Magazine…

Fusion5 wins the Oracle Excellence in Cloud award for the Asia Pacific region at the recent Oracle OpenWorld conference in San Francisco

We held our Empower - HR user Conference on the Gold Coast with over 70 attendees from customers throughout Australia

Albright & Wilson went live with Cloud5 IaaS for Oracle JD Edwards

Godfrey Hirst is now live in New Zealand and Australia for Accounts Payable Invoices

Sanford Fisheries purchased ApprovalPlus through Konica Minolta, and will be rolling this out along with Kofax OCR across the country

Ricoh NZ, a reseller of ApprovalPlus purchased the system to use to manage their own invoice processing needs

Crockers Property Management purchased Kofax and ApprovalPlus, and are implementing a solution for their Payables process and other document processing needs

Mediterranean Shipping went live on Empower

Warrnambool Cheese & Butter Factory went live with RFgen for their Butter plant

Infotools selected Jade Star Payroll Outsourcing and Landcorp selected TimeFiler

Prime 7 (Regional TV Network) selected HEAT 2014 for next phase in media support

Hays Recruitment has gone live with HEAT 2014

Austrac (Australian Transactional Reports and Analysis Centre) has gone live with HEAT 2014

University of Auckland signed a significant contract for the extended use of Oracle Service Cloud

We’ve signed three additional NetSuite customers and three new JD Edwards 9.1 upgrades.

Oracle Excellence Award for Cloud

“Fusion5 has demonstrated an outstanding level of innovation in delivering proven, Oracle-based cloud solutions that solve our joint customers’ critical business challenges,” said Rich Geraffo, Senior Vice President, Worldwide Alliances & Channels, Oracle. “We congratulate Fusion5 in achieving the 2014 Oracle Excellence Award for Specialized Partner of the Year – Asia Pacific in Cloud. This achievement is a testament to their dedication to excellence and to providing customers with CRM, ERP and Customer Experience solutions that drive real business value and results.”

Oracle OpenWorldIf you haven’t been to Oracle OpenWorld, then you really should! It’s an ‘experience’, as well as an opportunity to learn and meet likeminded people. The venues, show cases, presentations, fun, music and atmosphere are second-to-none. To give you a feel for the scale, over four to five days there were:

• Around 60,000 attending Oracle OpenWorld in the heart of San Francisco; roads were blocked off, traffic was somewhat crazy and the only spare beds were miles away

• More than 2,500 educational sessions across 14 venues; something for everyone

• Nearly 3,500 customer and partner speakers to choose from; so much choice

• Over 450 partner and customer exhibits across two exhibition centres; the venues were huge and the exhibits very personal

• Over 400 Oracle product demonstrations in the DEMO grounds; it was great to get a peek at what’s coming up next and check on the dates of availability

• Nonstop talk about Cloud, Cloud, Cloud and PaaS, SaaS, DaaS, IaaS; we’re sure that everyone attending got the message!

For some of us attending the only ‘low light’ was the focus on last year’s America’s Cup Campaign and the unexpected thrashing of the NZ crew. The beautiful, highly polished Auld Mug, together with the high tech Oracle catamaran were on show throughout the event, with constant commentary about Oracle’s amazing comeback and victory over the Kiwis!

It would be great to see more Australian and New Zealand customers attend next year. The collaboration and sharing of ideas would be beneficial to many.

As mentioned earlier, Oracle recently announced Fusion5 as the winner of its Asia Pacific award for Excellence in Cloud solutions. This award recognises Fusion5 for our commitment to deliver innovative, specialised solutions and services based on Oracle software and hardware.

ERPFusion5’s ERP team now includes close to 80 people across Australia and New Zealand, servicing around 200 customers across a range of solutions. And every month we gain new customers and hire more people.

Services and support have continued to be strong in both countries over the past few months, with business improvement initiatives being top of the list for most ERP customers. Customers have been turning their attention to better using their existing IT investment in order to drive productivity improvements and cost reduction. This focus has been the case primarily for core systems, such as ERP, and seems to be in line with consumer sentiment on the whole in Australia and New Zealand.

Fusion5 has a number of JD Edwards, NetSuite, RFgen and ApprovalPlus implementation projects underway, continuing through into early 2015. In addition, we have seen and continue to see customers investing in new warehousing, reporting and planning solutions across both the JD Edwards and NetSuite bases. All round companies seem to be addressing gaps within their existing IT system portfolios, rather than making significant IT investments in new infrastructure.

Sales activity is on the increase for new ERP solutions as customers recognise year-end 2014 is fast approaching. Our key success areas continue to be JD Edwards and NetSuite however we are also focusing on Oracle Cloud ERP, going into 2015. Watch this space for progress! Not much has been said about Oracle Cloud ERP in this part of the world however we were surprised and delighted to learn from our recent trip to San Francisco that there were many customers on, or moving to, Cloud ERP across the US and Europe. We’ll provide further updates on Oracle Cloud ERP in our next Magazine.

Unlike standalone rental solutions, JD Edwards EnterpriseOne’s Rental Management application is part of an integrated suite using best of breed value chain applications – purchasing, sales, inventory, contracts, billing, management of customers, fixed assets, and financial management.

This new solution includes two modules, JD Edwards EnterpriseOne Rental Management and JD Edwards EnterpriseOne One View Reporting for Rental Management. The following summary has been provided through a recent news release from Oracle.

JD Edwards EnterpriseOne Rental ManagementJD Edwards EnterpriseOne Rental Management is a complete order-to-cash business solution for companies that rent capital equipment. This new product provides strategic visibility into inventory and equipment availability, supports high levels of customer service, while effectively managing revenue and expenses for each contract.

Section 1 | Enterprise Resource Planning | ERP

JD Edwards new Rental Management module is now availableIn October 2014, Oracle announced an important new module for many JD Edwards customers, JD Edwards EnterpriseOne Rental Management. Rental Management is a solution that serves the needs of industries that rent equipment and items, including construction, equipment distributors, oilfield services, and others. It enables customers to strengthen and streamline all aspects of their rental business and improve profits by controlling costs and maximising utilisation.

serviced at the end of the rental contract

• Sales of additional consumable goods and services

JD Edwards EnterpriseOne One View Reporting for Rental ManagementOne View Reporting for Rental Management not only decreases the cost of reporting, but also improves real-time decision making that enhances customer relationships and ensures rental contract profitability. JD Edwards customers can analyse rental data from several perspectives to gain valuable insight into customers, rental contracts, and profits.

Three new One View Reporting applications for Rental Management are available for JD Edwards EnterpriseOne 9.1. These

Items available for rent are easily identified. The business processes associated with creating rental contracts are streamlined through automatic generation of associated services, such as sales orders, service contracts and purchase orders. Rental Management provides the ability to increase profits through up-renting and cross-selling of goods and services, while providing rental utilisation visibility.

JD Edwards EnterpriseOne Rental Management enables companies to manage the rental and sale of capital equipment, inventory items and associated services. This new module supports all aspects of a rental service including:

• Rental contracts and agreements

• Equipment handling and item commitments to inventory

• Reservations for future rentals

• Billing (periodic)

• Rental cost allocations

• Asset depreciation expense

• The movement of assets in and out of inventory as they are rented out, returned and

applications are delivered with several pre-defined reports and users can also create new custom reports to meet specific reporting needs. Comprehensive analytics reduces reporting time, identifies utilisation trends and provides insight into equipment profitability.

JD Edwards One View Reporting for Rental Management enables companies to accurately assess the health of their business with rental customers. One View Reporting for Rental Management allows customers to analyse rental revenue across multiple dimensions such as customer, industry and equipment.

This new module will enable existing customers to extend the use of their JD Edwards ERP as well as enable new customers to buy into a comprehensive suite of applications built for the rental market.

UPDATE

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Yet another major project being planned using Oracle Primavera P6 is the City Rail Link in Central Auckland. This project will deliver a major change to the way trains will provide better access to more Aucklanders and has far reaching consequences.

The current rail system is based on the original installation of the North Island Main Trunk Line that was built in 1875. Today this line has a bottleneck affect, with all trains servicing the south and west of Auckland, from the central city base of Britomart. The City Rail Link (CRL) plans to open up the city. Enabling more trains to provide better access to passengers, while still keeping an eye on the future, for rail services to both the North Shore and importantly to and from the airport.

There has been talk of building rail tunnels underneath Auckland since the 1930s with the Morningside Deviation but only now is this becoming a reality. The cost of the project is expected to be $2.4 billion (inflated to year of spend). This is comparable in size to projects such as Clyde Dam, and larger than the current Waterview Connection / WellConnected Project ($1.4 billion).

With a construction period possibly starting as early as 2015, we can expect to see the removal of the Downtown Convention Centre as the twin tunnel starts moving up Albert St. Eventually having a length of 3.4km and depth of up to 42 metres below the city centre streets. Two new stations will also be created as part of the projects near A otea Square and Karangahape Road.

There have been a number of recent tunnel constructions in New Zealand using one of two methods; the ‘cut and cover’ with the Victoria Park Tunnel, and the Waterview SH16 extension which uses a Tunnel Boring Machine called Alice. Both of these projects have used Primavera within their planning and construction phases. City Rail Link will be using both the ‘cut and cover’ and the boring methods. Albert St will be dug up and then re-covered to return the road to its previous use. A new Tunnel Boring Machine will be purchased to continue the tunnel under the existing roads (from Aotea Square), buildings and even the Central Motorway Junction, eventually emerging at the Mt Eden Station.

With Auckland Council’s view to make Auckland one of the world’s most liveable cities (it is currently ranked 10th for the fifth year in a row by the Economist magazine), the City Rail Link is an integral part of the City Centre Master Plan.

Are you aware that within the next thirty years Auckland’s population is expected to grow by more than the current size of Christchurch? This growth means 700,000 more people and 400,000 more dwellings, which also means more demand on an already over-crowded transport network.

Advertised as the Heart of Auckland’s transport system, CRL will be able to transport 30,000 people per hour at its peak (compared to current motorway travel which only has a capacity for 2,400 per hour).

Without the City Rail Link, the Auckland Transport system will have the following adverse effects:

• Bus network over capacity will create major traffic impacts. For example, over 250 buses an hour needed on Symonds St.


Oracle Primavera is an industrial strength Enterprise Project Portfolio Management (EPPM) solution that effectively supports planning and delivery of portfolios, programmes and projects both within and across organisations. Primavera has been designed from both a top down perspective (summarised visibility for management of investment, resourcing, progress, financial and risk information) and a bottom up perspective (detailed scheduling engine), instantaneously ensuring a single source of truth for the project across a company, business or department.

• Traffic speeds will drop to 7km/h by 2021 and to 5km/h by 2041 through peak traffic

• Private vehicle journey times, from the west and south, to the city centre will increase by a third to a half.

Some might wonder why this project is important to those who live outside of Auckland, and whether saving an hour on a daily commute is going to provide any relevance to non-Aucklanders. As New Zealand’s largest economic area, all improvements will trickle through to New Zealand as a whole, not just as you’re driving through State Highway 1.

Fusion5 is very proud to be involved with Auckland Transport and support their use of Oracle Primavera P6 – through licence sales, system setup, on-going training and consultant services.

Oracle Primavera is often seen as the best project management system as attested by The Info-Tech Research Group ranking. Primavera is a “Market Pillar” in their Enterprise Project Portfolio Management Vendor Landscape for 2014.

For more information on Primavera please contact James Doherty [email protected] or Steve Yannicos [email protected]

Improving Auckland City’s Rail Network with Oracle Primavera

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This concept is not new, but for companies such as internet service providers, cloud-hosting providers, pay-per-view news and media outlets, fitness clubs or mobile phone providers, it can sometimes be hard to get out of the one-off transaction cycle. Once their initial commitment is up, if your customer is on their game they may contact you for a renewal. Otherwise they may be happy to fall off the radar, moving on to another service provider who is perhaps more attentive to their individual needs or may have contacted them before you.

Many customers today are looking for pay-as-you-go service offerings, which can create complex billing scenarios for their suppliers. Turning one-off transactions into long-term commitments doesn’t have to be hard—just don’t give your customers a reason to look elsewhere.

Even something that sounds simple, like billing in arrears or in multiple currencies, can cause unnecessary headaches for both customers and suppliers. With simple systems, this becomes a process of its own. Invoices need to be manually edited each time and then manually fed back into the system. This might not seem to be a problem if you only have a few customers. However, as your market and customers expand, or you grow your business online, your needs increase. The need for an automated flexible recurring / subscription billing system will become critical, if you want to keep your customers happy.

NetSuite’s Recurring Billing solution is customisable, easy-to-use and flexible enough to support your business no matter where you are in the growth cycle. Not only can it be used for automating financial billing processes, but it also handles revenue recognition, billing plans to support complex pricing, discounting and policies, comprehensive billing frequencies, easily configurable billing terms, optional invoicing in arrears, flexibility to move customers across pricing plans with proration of contracts, early termination penalties and multiple types of renewal options.

Unlike billing solutions in silos, NetSuite is a cloud business suite that offers integrated recurring billing with accounting / enterprise resource planning (ERP), customer relationship management (CRM) and ecommerce capabilities. By removing a large portion of what could otherwise be manual handling (or very embarrassing / time consuming do-overs), NetSuite provides peace of mind along with consistency.

With NetSuite’s range of solution modules all within the single platform, companies are able to integrate a number of additional services into a single management platform. This provides instant visibility into their data, which they previously had to manually manipulate from several sources to obtain. Furthermore, by uniting finance and CRM platforms, organisations are able to glean more valuable insights around each customer as a whole entity, enabling better sales efforts, while reflecting account changes immediately across the board.

For the customer it is an immediate solution to a problem knowing what would you prefer – a one-off transaction or a long-term relationship? Sure, one-off transactions are fine – they bump up your numbers for the month and your performance might satisfy the CEO for the time being. For the customer it is an immediate solution, to a problem, knowing what they are committed to up-front and for how long. However, for continued business growth and satisfaction, long-term relationships are the way to go.

Automate revenue by streamlining subscription billing in the cloud

For more information contact

[email protected] +61 2 8240 3800

[email protected] +64 9 379 0525

By removing a large portion of what could otherwise be manual handling …NetSuite provides peace of mind along with consistency.


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Does your budgeting, reporting and analytics system look something like this?

If so, you are not alone! But Fusion5 can help.

Adaptive Insights provides the only unified Business Intelligence (BI) and Corporate Performance Management (CPM) suite built from the “Cloud up” – planning, consolidation, analytics and reporting applications that are powerful, yet intuitive, for all types of business users.

Some of the benefits include:

• Reduced time spent on budgeting, planning, consolidation, reporting and analytics by 50 – 90%

• Increases cost efficiency by 75%+ compared to legacy on premise solutions

• Proven from mid-size to enterprise, with 2,000+ customers in 85+ countries

• Always up-to-date cloud delivery with anytime, anywhere access – web and mobile

Adaptive PlanningAdaptive Planning provides comprehensive budgeting, planning and forecasting that’s proven to reduce cycle times by up to 90%. With an

Make Better, More Informed Decisions... FasterFusion5 strives to achieve lifetime customers. A key tenant of our customer charter is ‘Forward Thinking: We’ll offer innovative ideas and solutions, if there is a better way, we’ll tell you.’Working closely with our customers and listening to the ongoing challenges they are facing with budgeting, reporting, analytics and BI, we have recently included a new solution from Adaptive Insights to our kitbag. Fusion5 believes this solution will offer our customers a better way to deliver faster, more informed decisions across their organisations.

Ever since Adaptive Insights' (formerly Adaptive Planning) founding in 2003, their mission has remained constant – to provide powerful yet intuitive solutions that fundamentally change the world of business analytics for companies and non-profits of all sizes. Adaptive has been making excellent progress in delivering this mission. They set the standard for cloud business intelligence (BI) and corporate performance management (CPM) solutions, with the most customers, best partners, strongest financials, best user experience and highest customer satisfaction.

Adaptive Suite - unified Business Intelligence (BI) and Corporate Performance Management (CPM)Every business has a need for budgeting, reporting and analysing company data. This enables critical decision making throughout the organisation. However, most companies use many different tools, which may or may not work together, to satisfy this need.

incredibly intuitive ‘Excel-like’ interface, it’s easy to collaboratively plan and forecast revenue, expenses and headcount, create rolling forecasts, and more. It’s the perfect solution to drviving enterprise performance management.

Adaptive DiscoveryIt’s simple to visually uncover insights into financial, sales and operational performance with Adaptive Discovery. Intuitive dashboards, interactive scorecards and even what-if modelling make it easy for every business user to analyse results and trends. Adaptive Discovery makes business performance management easy for everyone.

Adaptive ConsolidationCut the time spent and resources used closing and reporting with Adaptive Consolidation. With a real-time consolidation engine at the core, it includes journal entry management, intercompany eliminations, account reclassifications and even collaborative close process management — all as an easy to deploy cloud service.

Adaptive ReportingAdaptive Reporting provides comprehensive financial, management, board and transactional reporting. All reporting is available through an easy to use drag-and-drop report builder. An intelligent and dynamic connection to your Adaptive data means that reports are always based on the latest data. Easy to access web-based reporting, plus comprehensive support across Microsoft Office, means everyone has completely self-service reporting.

Adaptive IntegrationWith a powerful integration platform that connects on-premise and Cloud investments to the suite, Adaptive Integration provides a comprehensive range of connectors to leading ERP and CRM data sources. It’s easier than ever before to turn data to insight.

Visit www.solutions.fusion5.com.au/adaptive_overview.html to see more about Adaptive Suite.


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Konica Minolta is a premium provider of Kofax Capture and Transformation software, which helps customers save money and time, and create efficiencies within their business by using the Kofax suite of products.

Kofax is the world’s leading document capture and transformation software, which is designed to replace manual, error-prone, expensive document sorting and data entry processes with automatic document classification, separation and data extraction functionality.

ApprovalPlus Update New customers who have recently purchased ApprovalPlusTransport InvestmentsTransport Investments is the company behind several trucking companies including Hooker Pacific, TNL Group and Roadstar. ApprovalPlus sits alongside the NetSuite FMIS implemented with Fusion5.

SanfordSanford Fisheries is rolling ApprovalPlus out across its operations. Sanford will be using ApprovalPlus‘ Invoice Approval and Purchasing modules. These will be linked in with Kofax to automate capture of Accounts Payable invoices at source.

Ruapehu Alpine LiftsRuapehu Alpine Lifts, who run the Whakapapa and Turoa Ski fields on Mount Ruapehu in the New Zealand’s North Island central plateau, has implemented ApprovalPlus to help manage their business. With a big seasonal change in the number of staff and the invoices processed, ApprovalPlus will be significantly help in the control and efficiency of their operations.

ISOISO is a waterfront cargo and logistics operator with a large volume of invoices to manage. ISO has seen the benefits and that control and efficiency can be realised with ApprovalPlus.

Crockers PropertyCrockers is a Property Management organisation based in Auckland. Crockers manages rental properties, executive leasing as well as the sales of residential through to commercial premises. Crockers will be using Kofax and ApprovalPlus to integrate to their multiple systems and to control and automate the flow of data through the organisation and between themselves and Body Corporate representatives.

RicohRicoh is a reseller of ApprovalPlus and feels that there is no better way of showing their support of ApprovalPlus than using it themselves. Ricoh will be implementing Kofax to work with ApprovalPlus to manage the Procure to Pay Process for their own organisation.

Kofax and ApprovalPlus, saving time and moneyFor the past ten years Konica Minolta Business Solutions has been working with organisations to assist them in transforming their business processes from manual, paper-based processes into electronic, computer-based workflows.

With Kofax software, the extracted data and scanned images can be delivered into financial / ERP systems, line of business applications, databases and document management systems for further processing.

Areas where Kofax is being used by Konica Minolta Customers include:

• Loan application processing

• Digital mailroom workflow

• Staff and customer on-boarding

• Accounts Payable automation.

Given that studies show 70% of all incoming mail is invoices and 96% of invoice processing time involves keying data from paper, it’s no surprise that the demand for end-to-end accounts payable automation has risen dramatically over the past two years.

In 2013, Konica Minolta partnered with Fusion5 to offer a full end-to-end accounts payable solution. This solution sees Konica Minolta delivering the invoice data capture functionality, while Fusion5’s

ApprovalPlus software delivers the invoice approval and matching workflow.

Extensive work has been carried out to ensure the seamless interfacing of data between Kofax and ApprovalPlus to ensure all invoice data has been validated and corrected before entering the approval and payment workflow.

The opportunities for automation are huge, as are the potential cost savings for your organisation. As businesses grow, or as they look to reduce operating costs in tight financial times, many organisations look to achieve more with existing resources. In most cases the return on investment for a Kofax / ApprovalPlus solution will be between 6 and 12 months. It’s definitely a topical area for executives to consider.

If you would like to find out more about invoice capture and see how Kofax and/or ApprovalPlus could benefit your organisation please contact [email protected]


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UPDATE

HCMSince our last Magazine the market has been busier than expected, with a host of new customers joining us on Empower, JadeStar and TimeFiler.

A highlight for the quarter was our Empower Master User Conference held in Coolangatta in early October. The conference provided a great opportunity to meet so many customers in an informal setting and to gain insights into what else can be done with Empower, as well as showcasing some of the new modules and developments. The conference also provided the opportunity to present a high level roadmap for Jemini payroll / HR and some of the exciting new features this product will offer new and existing customers.

Our team has seen an increase in demand for PayGlobal services and support over the last three months, so we’re looking for several new PayGlobal experienced consultants across Australia and New Zealand. Our PayGlobal team continues to add value to customers through a range of services from day to day support right through to more comprehensive business engagements; contact your account manager if you would like to know more.

Another area still in demand is the continued custom development of both Empower and JadeStar; many customers are looking to get more out of what they have rather the purchasing more software. If your business is in this position please engage with us and talk through your ideas and requirements.

A few upcoming announcements for our customers include Version 12 of Empower as well as further releases of JadeStar and a revamped HR Intelligence offering. Whilst we have a range of dashboards and tools currently, we are looking to make these more flexible for our customers.

TimeFiler continues to be in hot demand especially as it is now integrated with Empower and JadeStar. TimeFiler provides a great solution for many customers who have complexity and compliance issues with staff. Our team has been running regular webinars around TimeFiler, so again please contact us if you are interested in talking through what this offering can do.

Lastly, our Jemini project is tracking well, with many new pieces of functionality being completed. We now have tight timeframes around our delivery and will start to present the solution shortly. If you are interested in seeing our next generation of Payroll / HR software, please let us know. Email [email protected] or +64 4 473 4552

Empower-HR software recognised in Navigo Research annual Australian HR Technology ReportTwo months ago Fusion5 achieved great recognition for one of its key software products. Empower-HR, a Fusion5 solution, has been recognised in the five most adopted Payroll systems category in the 4th Annual Australian HR Technology Report.

This report was released by independent research company, Navigo Research who provide industry news, vendor profiles and market research into the Australian HR Technology scene.

The report, based on a survey of over 690,000 employees representing nearly 300 organisations, comprises two categories: ‘HR Systems Adoption’ and ‘Management of HR Systems’. Respondents provided information on HR software used, technology adoption across functional areas, satisfaction rates, age of systems, expenditure and future trends.

“Fusion5 is ecstatic to be in this position and recognised for the first time as a top player in the Australian HR Technology Report,” said Jose Alonso, HCM Business Development Manager at Fusion5. “To be equally matched with Oracle PeopleSoft in adoption levels is really satisfying.”

“The report found that over half of HR Payroll systems are on premise but there is an upward swing for Cloud-based solutions,” says Jose. “We’ve already felt this shift, with around 30% of Fusion5’s customers adopting the Cloud5 solution to host their Empower system.”

The survey, conducted between February and March 2014, is for organisations of more than 100 employees across Australia and New Zealand. The full reports can be freely downloaded from the Navigo Research website at: www.navigoresearch.com.au/research/hr-tech-report

Section 2 | Human Capital Management | HCM

Highlights from the conference were numerous and included being the first to gain an insight into Empower-HR’s new Performance Management module that uses the Plan, Act, Review, Recognise and Report framework. There was also the opportunity to understand the vision and progress of the exciting next generation of Empower-HR, Jemini.

Day two provided an opportunity to show users how to maximise their use of the Empower-HR solution with concurrent payroll and HR streams. The payroll stream looked at the upcoming SuperStream legislation and at Empower-HR best practice, maximising our customer’s use of Empower-HR Self Service and practical payroll hints and tips.

For the HR stream, Martin Nally from HRanywhere discussed how organisations must regain employee commitment with the outcomes being practical in nature and delivering tangible ways of truly engaging with your team, regaining trust with your employees and building a platform for sustained commitment.

Empower-HR User Conference Shines on the Gold Coast The 12th Fusion5 Empower-HR National User Group Conference was held in October on the Gold Coast with a great turn out from across all Australian states and the ACT. The conference provided a great opportunity for users to network with a broad user base and share experiences and insights.

“It was all (conference) great. Thank you to everyone at Fusion5” Luca Circelli, Payroll Services Manager, David Jones

The HR stream also looked at building capability through Empower’s Learning & Development, as well as the interactive Three Hats of Work, Health & Safety.

Toni Campagna, Payroll Officer at Davis Collison Cave commented that the “Sessions were informative and presenters were easy to follow in their information. I learnt some features I did not know previously” whilst Corinne Duggan, Organisation Development Officer at Parliament at Victoria said she “Loved the conference...very practical and got my goals fulfilled” (what’s new and gaining new insights, hints and tips).

Another high point was the inspirational and at times humorous key note conference address that kicked off the conference. Steven Bradbury (top, right) spoke of his roller coaster journey through life's highs and lows culminating in winning Australia’s first Winter Olympic Gold medal. Just as in sport Steven believes there are two key factors to his success. Firstly, you need

the determination and resilience to put in the hard work required and ensure your preparation is complete. Secondly, you have to take a risk. Steven also was happy to share his gold medal, weighing a hefty 2kg, with the audience. Check YouTube to watch Steven’s race…it’s a race to remember!

The highlight dinner in Surfers Paradise featured top entertainment by Nigel a multi-talented entertainer who enthralled the audience with his close-up magic and comedy and amazed us with his ability to recall the names of the whole audience after only a brief introduction. We also danced the night away with Brown Suga who created the ultimate party spin with their mix of top 40, R&B and dance tracks.

Fusion5 greatly supports the added value and benefits of user groups and conferences, and works closely with customers in each state to ensure that the state user groups continue to grow. If you are interested in hosting a state user group then please email: [email protected]

Australian Payroll Association Conference sponsored by Fusion5Fusion5 was once again proud sponsors at the recent Australian Payroll Association conference held in Melbourne (MCEC) last month [23 Oct 13]. This event saw the gathering of over 200 payroll members of APA to hear and participate in hot topics affecting the ever changing dynamics of the workforce. Respected industry specific specialist speakers discussed and work-shopped a number of topics that including:

• Understanding the workforce, information, mobility & the cloud

• Payroll technology the history and future

• Superstream updates

• ETPs, Terminations, redundancy workshops

• Demystifying novated leases

• Managing, Retaining and Building a payroll team

Attendees also took the opportunity to speak to some of the industry specific Payroll, HR and Time Management specialists such as Fusion5, resulting in a good number of interested parties wanting further details and follow up on our flagship Australian built for purpose all in one Payroll, HR & T&A solution known as Empower-HR.

If you would like some information on what Empower-HR can do for you and your business, or interested in meeting the ever evolving need to deploy payroll and HR to BYOD mobility market, then please contact Jose Alonso on +61 3 9922 5515 or [email protected]

10

11

EMPOWER-HR VERSION 12 TO BE RELEASED Q2 2015A major component of Version 12 is a new Performance Management function. This new functionality is co-funded by the Tasmanian Government Agencies to deliver on requirements to ‘Plan, Act, Review, Recognise, and Report’ on their people management. The types of review may include annual performance, probation, induction or any other user specific need. This new functionality is generic and flexible for any customer to use with the key high level requirements being:

• Accessible in Self Service (employee and manager)

• Bi-directional Workflow – includes multi step and default organisational structures driven with the ability to customise

• Capture Performance Management elements (objectives, responsibilities etc.) into a template for future use

• Process is template driven

• Templates are reusable and flexible

• Reporting on status and completion of reviews and learning needs

The design is focused around the ability to create templates which form the basis of an employee review form. Forms can be completed by employees and managers, with a new workflow to support the process. Once finalised, forms remain available for viewing and printing.

Empower-HR Version 12 will have other important inclusions, with the following items being considered:

• Extending on boarding functionality to include transfers

• Additional manager initiated movements or functions e.g. cost centre change

• An upgrade to HRI including additional dashboards and reports

• Any legislative changes arising during the next 6 months

• Additional SuperStream compliant interface files

Section 2 | Human Capital Management | HCM

EMPOWER-HR VERSION 11, SERVICE PACK 5 TO BE RELEASED EARLY IN 2015A key component of this service pack is an Application Programming Interface (API) for onboarding.

As more clients are implementing recruitment systems to improve efficiency and streamline their recruitment process, the need for onboarding has increased.

To meet client demand an API has been developed, to allow data collected in a recruitment system to be passed through to Empower-HR, to set up a new employee. The amount of data available from the recruitment system may vary for different clients, the API caters for all employee attributes.

Quick update on our Empower-HR Road Map While the development of Jemini (the next generation of Empower-HR and Jade Star) increases over the next couple of years the ongoing development for Empower-HR continues. With more than 120 customers to support, our new releases are focused on client funded work, minor enhancements, legislative change and two significant projects, both of which were presented at the recent Empower-HR National User Conference in October.

UPDATE

Our Pivotal customers continue to leverage the extensive out-of-the-box functionality and rely on Pivotal CRM’s ease of configuration to add value to their business and map unique business processes.

We see lots of integration projects underway. Many customers use Pivotal CRM as their core information hub and must bring in and send out data from other systems to provide that essential 360 degree view of their customers. A number of projects around integration have kept us busy and include integrating Pivotal CRM with government agencies, financial management systems, learning management systems etc.

Business Intelligence is also in hot demand. Customers are taking advantage of the out-of-the-box features, such as advanced searches and native portals, as well as using productivity pack features such as smart grids and pivot tables, which replace excel as a key data tool. Our team is also discovering the latest Aptean Business Intelligence release which leverages Pivotal CRM core data structures to provide timely and accurate information to all business users – an exciting edition for the Pivotal platform.

Self Service Portals continue to be a big focus and priority for customers. The Fusion5 technical team are working on a number of very innovative self-service portals! The use of Fusion5’s User Experience Designer is leading to some innovative web portal solutions, which are set to significantly change our customers’ business once they go live!

With the recent release of Pivotal Service Pack 14 and updates to supported platforms, Fusion5 is working with customers to schedule upgrades over the coming months. These upgrades will

ensure Pivotal users have access to the latest functionality; they also provide IT departments with the option of moving to the latest Microsoft and SQL Server versions.

As we head into 2015 our team is busy planning regular user events and webinars. These events are an opportunity to see how we are using the platform to drive better efficiency and add value all the way from the end user to the IT teams supporting the platform.

FUSION5 BRINGS ANOTHER PIVOTAL VERTICAL TO THE MARKETOrganisations are continuously looking for solutions that fit their business requirements and are out-of-the-box, which is a tough ask.

Fusion5’s vertical strategy with Pivotal has seen us invest significantly in R&D to build a number of ‘industry ready’ templates designed to meet specific industries. This approach is now hitting the chords of Regional Training Providers across Australia, with our latest Pivotal template.

All up we have delivered a very comprehensive hub of functionality spanning web, customer management, process and compliance.

To learn more about Pivotal’s capability in meeting unique requirements or find out about our other vertical templates please contact your account manager.

Fusion5 gets Queensland Teachers’ Union live with their Interoperability Pivotal r5.9/Pivotal 6.0 environment. Fusion5 supported Queensland Teachers Union, a long time Pivotal customer based on Pivotal 5.x, to complete their technical upgrade to a hybrid deployment of Pivotal 5.9 and Pivotal 6.

Queensland Teachers Union is the first customer in Australia and New Zealand to go live with the Pivotal 5.7 / Pivotal 6 hybrid deployment. “As one of the first technical upgrades for a Pivotal 5 Windows Access customer to upgrade to the Pivotal 6 platform, the upgrade went smoothly”, says Ben Stewart – Pivotal Account Manager for Australia. “This now enables QTU to start tapping into the capability of the Pivotal 6 platform and make the most of their maintenance investment”.

Pivotal Sp14 fully supports the hybrid Windows 5.9/6 deployment and delivers huge value to r5.9 customers who can opt between flexibly and gradually migrating their functionality to the Pivotal 6 platform or retaining all the r5.9 functionality while directly leveraging the tools and applications available for the Pivotal 6.0 platform.

CRM

In May 2014, Victorian Metropolitan Alliance (VMA) became our second Pivotal customer to go live with the Fusion5 Regional Training Provider (RTP) vertical template, based on Aptean’s Pivotal platform. This success comes off the back of our success with our other Pivotal vertical solutions including Pivotal for Insurance Broker, Pivotal for Grant Management and Pivotal for Student Management.

The RTP template is used to manage trainee General Practitioners through their training and onto their fellowship

into the college of GPs. Through the course of the project some customisations were made to the template to suit VMA business processes, including building a web interface for the system for four different types of users, Registrars, Supervisors, Practice Managers, and Medical Educators to manage their information 24/7.

We also delivered integration with their Learning Management System (LMS) and RIDE, the system that oversees all GP training currently, in Australia.

Integrations to the Learning Management System and RIDE

(the system of the General Practice Education and Training Limited (GPET), which oversees all GP training in Australia) ensured Pivotal became the central information and compliance hub for VMA.

Since going live Fusion5 has worked with VMA to make continual improvements allowing them to get the best out of the system.

Beyond Medical selects Fusion5 Pivotal RTP solutionOff the success of other RTPs who are leveraging Pivotal across Australia, Beyond Medical Education is the third RTP to select the Fusion5 Pivotal vertical solution, designed specifically for the RTP industry.

Beyond Medical Education will be leveraging the Pivotal RTP solution to provide a 360 degree view of registrar training. This provides supervisors, practice managers and trainees with the information needed to ensure delivery of quality training across a large geographical area.

Victoria Metropolitan Alliance goes live with new RTP template

Section 3 | Client Relationship Management | CRM

Tell us about your role within ApteanI lead the worldwide Aptean sales and marketing teams and am responsible for growing the company’s business globally.

What trends are you seeing in the marketplace in particular across ERP, CRM and HCM? What do you see as exciting for Aptean customers?I see three primary forces that are driving enterprise software design and value:

1. The drive to consistent, compelling user experiences that cross physical device and platform. Today’s software user is more sophisticated than ever before and has a set of expectations with regards to the software tools they use on a daily basis. Aptean is laser focused on delivering a frictionless user experience that

Quick catch up with…

Vice President of Global Sales, ApteanKyle Bowker

works where the user works, regardless of the device.

2. The need to tap into the knowledge that exists across every company that I meet. Companies have experts and innovators that are dispersed across teams, products and geographically. The companies that can tap into that knowledge pool and leverage it as a strategic asset will be a company that is set for long term success. Aptean is working on creating context based collaboration that is not limited by organisational or geographic boundaries. People want to

connect, want to share and want to succeed together.

3. Finally, and the area that I am very excited about, is the move toward actionable insights. I’ve found that organisations have data and in many cases, they have more data than they know what to do with. Good organisations can take that data, organise it and present it so it becomes information. Great companies can take that information and perform deeper secondary analysis to gain insight. Aptean is focused on turning that insight into action. We believe that the enterprise software space will be defined by those companies that can deliver a comprehensive set of recommendations on the next best action that a user can take to be successful in their role.

What do you see as exciting for Aptean customers especially with PIVOTAL CRM?As I touched on in my previous answer, I am fired up about the investments that our Pivotal team is making in mobility, collaboration

and business insights. We have shared that our upcoming Pivotal release will include the ability to experience and leverage the power of Pivotal natively in a browser, consistently across devices. We are also investing deeply in the development of a collaboration solution that connects people within and around their business transactions in real time. While I know the focus here is Pivotal, we realize that collaboration between the front office and back office is critical. So, we are taking a broader approach with our solution to ensure that users of any Aptean application can tap into the power of collaboration. Finally, we have partnered with a real industry leader in Qlik Technology to create a world class set of analytics solutions that truly unlocks the power of Pivotal. We have focused our initial investments on Sales and Customer Service, but we will rapidly deliver additional capabilities in Marketing and across our targeted vertical

industries. In my opinion, this wave of innovation is going to change the way people think about Pivotal and Aptean.

What are the key messages you would like to give customers in Australia and New Zealand around Aptean?I believe that there is nothing like a personalised approach. Our main goal is to get as personal with our customers as possible. We do this by creating solutions that are closer to their business and aligned with their requirements. In Australia and New Zealand, we have been able to create this engagement model with the help of partners like Fusion5, who help to provide the required insight to better understand customer challenges and offer solutions that are relevant to a particular geography, segment or a vertical. This approach is aligned with Aptean’s overall global strategy to build customised industry solutions that act as differentiators in the market. We will continue to strengthen

our strategic relationships with partners, across the globe, to apply innovation and build practical, ingenious solutions that can anticipate and respond to customer needs.

What makes a good day for you at Aptean?When I ring the big bell that sits outside of my office in our Atlanta headquarters—that’s a good day. When I ring it a few times—that’s a GREAT day.

What do you get up to when not being VP of Global Sales at Aptean?My position keeps me on the road visiting our global offices and especially our 5,000-plus customers, so it’s a good thing that I like to entertain and visit all the restaurants and hotspots that my travels take me to in any given month.

13Section 3 | Client Relationship Management | CRM

We’re seriously pumped up about this space and the projects we’re doing with our customers. Our CX team is on fire and we’re going from strength to strength. The most exciting piece is seeing the Fusion5 team help our customers transform their call centre, online self-service experience and customer experience across multiple channels so quickly.

We’ve established a Service Cloud innovation hub which designs new ideas, develops readymade widgets and Service Cloud add-ons to help customers do more even faster and for less. The bank of ideas keeps growing and the solutions are really exciting our customers. Recent examples include the SMS / Text message module, options to address Answer Versioning and our new and very cool web-form builder. All will be showcased at our next user group event – a must see!

We’ve expanded the portfolio of solutions we offer customers to complete their Customer Experience strategy, including Social Listening, Marketing Automation, Call Centre Agent tools and Omnichannel integration to name a few.

The CX team is growing (again), which is great, and we’re hiring in both Australia and New Zealand. In our spare time we’ve been adding to our specialisations, enhancing the value our team offers customers along with building on our Oracle Platinum Partner status.

We’ve sold our first Marketing Cloud solution to Skinny Mobile and we’re showcasing how customers can manage their brand in the ever complex space of Social Media… something companies can no longer ignore.

Our efforts and customer success has also been recognised by Oracle, at Oracle OpenWorld, in San Francisco, where we were presented with the 2014 Cloud Excellence award!

Connected to the Fusion5 CX webinar series?

To help customers learn more about how to maximise the investment in Oracle Service Cloud ensure you’re connected to our Fusion5 CX Connect track which has video presentations and demonstrations, showing how you can make significant improvements, with little or no cost involved.

Some of these recorded webinars include:

• Self-service on mobile devices

• Social monitoring – keeping track of social activity in the Cloud

• Outreach (email marketing) webinar

• Measuring the success of your knowledgebase

• Service Cloud reporting – getting the most from the powerful analytics

These videos can be found at http://www.fusion5.co.nz/oracle-service-cloud-rightnow

neither unified with each other, nor integrated with other critical customer experience business solutions.

Since January 2011, Oracle Corporation has been developing and acquiring a suite of focused applications that collectively deliver something new to directly impact the customer experience at various touch points.

Complementing the existing Service Cloud (RightNow) and Sales Cloud solutions, one of these hot touch points is Social Relationship Management (SRM) – now a key piece to any organisation’s customer experience strategy.

CXSocial Cloud Piecing together the social monitoring puzzle Most organisations recognise that social media is becoming an essential part of doing business today. Businesses which don’t manage their social media channels in a coherent way risk damaging their brand, as well as losing customers by not responding in a timely manner.

There are many social media management solutions in the marketplace all claiming to meet marketing and business needs. The reality is that most of the solutions designed to help organisations manage their brand in social media are just point solutions, meaning they offer to solve only one piece of the social media puzzle. Businesses are then left to piece together three or four of solutions to create a software suite that meets all their social media needs.

A few enterprise software providers have attempted to piece together smaller point solutions to create a social media suite to handle a variety of social media activities. In reality, the tools within these suites are

75% of people have posted a negative

comment on a social networking site after a

poor experience.

UPDATE

Section 4 | Customer Experience | CX

15

APN New Zealand select Oracle Service CloudWe’re also delighted to welcome APN as a new customer. APN selected Fusion5 and Oracle Service Cloud for their new ‘Get Help’ website feature, which

enables their customers to easily find information and ’self-serve’ from their new self-learning knowledgebase.

The selection of Oracle Service Cloud is the first step in APN’s plans to enhance their customer experience.

Oracle Service Cloud will also provide APN with tools for their staff to have live chat sessions with customers and provide a higher level of sales and service. This new site is expected to go live in the next month or so, in line with a larger project.

The origins of the solution are the integration of multiple, world class Social Media Services that Oracle acquired: namely Collective Intellect, Involver and Vitrue. These have been developed, along with Oracle’s enterprise Social Network solution and Social Data, into a best of breed social Cloud based solution. Customers can now access all these services, from a single unified interface that connects all the different services, via a single sign-on.

With social media importance rising across most organisations and their business units, Oracle is pursuing an aggressive and ongoing strategy of integrating social media throughout its Customer Experience applications.

This approach will enable businesses to reach, listen, learn and engage with customers at every touch-point, regardless of channel or device.

Oracle Social Relationship Management delivers a seamless experience encompassing listening, engagement, content creation, community management, paid media and the all-important analysis of a company’s social media efforts.

The solution is essentially broken down into two parts —Social Marketing (SM) and Social Engagement & Monitoring (SE&M) — all of which integrate with the Oracle Customer Experience (CX) Cloud applications, including Marketing, Service, Sales and Commerce.

Toyota drives dealer initiative with Service Cloud and Fusion5

Toyota selected Fusion5 and Oracle Service Cloud to help dealers across

the country find and sell both used and new vehicles through a new and innovative 24/7 self-service web portal.

Fusion5 proposed Toyota implement an innovative solution integrating the Oracle Service Cloud and JD Edwards’ applications, provisioning the required new / used vehicle data to all Toyota dealers. The portal based on Oracle Service Cloud, coupled with JD Edwards will allow Toyota to search and reserve / allocate vehicle stock and have great visibility of their supply chain. We’re pleased to welcome Toyota as a new CX customer!

The University of Auckland extends contractThe University of Auckland signed an extended Service Cloud Contract with plans to roll the software out further across the organisation to enhance their student experiences.

The SRM solution can deliver the critical social management tools that organisations need today, while enabling them to innovate and extend social capability across their enterprises for the future.

Successful businesses will be social businesses. Social Relationship Management tools enable organisations to get there. Fusion5 has a specialised team focusing on consulting and implementation of the SRM solution which can integrate into existing CRM and customer experience solutions.

The key differentiators of the Social Cloud is its unified and integrated platform that ’listens’

across paid, owned and earned media content on social media networks, message boards, blogs, consumer review sites and video sites around the globe. Only this solution offers Latent Semantic Analysis (LSA), an advanced technology that cuts through the noise to expose contextual and relevant meaning.

The Fusion5 Customer Experience team is excited about showcasing the capability of the Social Cloud to customers.

To find out more about how your organisation can manage your brand across social networks and listen to what customers are saying about you, please contact [email protected]

The average social user will inform

53 people of a poor customer experience.

By 2015 Gartner estimates that

50% of online sales and services will

originate from social networks.

Other recent successes...

Section 4 | Customer Experience | CX

SMSWell, it’s been another busy quarter for the SMS team and we’ve been up to lots of different things…support, projects, demos, upgrades…. We love this space!

Service Management is not just about running an IT service desk. It can be used to manage any service process within your organisation. Recently, we have been implementing an HR service management project, which involves Staff Case Management, Payroll Queries, Staff and Professional Development queries, and all HR related queries in general.

Our team continues to grow and we welcomed another Senior Consultant, Andrew Simpson into our team who brings with him a wealth of knowledge around ITIL and IT Service Management. We are investing in further training for the HEAT voice solution which we featured in the last Infusion magazine. HEAT Voice enables service management engagement and improves customer satisfaction, significantly increasing first call resolution rates and better call handling. If you are interested in learning more around HEAT Voice, please contact Mario Koukides at [email protected]

FrontRange has released another major update, HEAT 2014.3 with the Cloud version updated in September and the on premise version in November. The FrontRange HEAT solution just keeps getting better and better, which is also reflected in the Gartner Magic Quadrant. FrontRange isn’t planning to stop any time soon, so if you are interested in seeing what the future roadmap looks like contact Karen Westcott.

Our team loves a challenge, so feel free to talk to any of our consultants about what you are contemplating. If you have any Service Management needs and you don’t know who to talk to, Karen Westcott will steer you in the right direction. Please contact Karen on +61 3 9922 5511 or [email protected]

Alfred Health went live in early August, on HEAT 2014, across their ITS and Clinical Documentation department which handles all the Clinical documentation for the hospitals. The go-live went smoothly with no major issues and the service desks processing over 70 new service requests (resolving over 50) on the first day of go-live!

The Alfred Health ITS department supports over 10,000 staff across three major Victorian Hospitals. As of go-live, they are using 20 new Service Request offerings, through the HEAT Service Catalogue, replacing many of their paper based forms.

Other departments, including Infrastructure and HR, are looking at also coming on board with HEAT soon. This is driven by the Service Catalogue which will replace the paper based request forms that are currently used. Alfred Health also has plans to implement the FrontRange voice solution as part of the next phase of their project.

NSW Parliament goes live with HEATNSW Parliament went live in early August, on HEAT 2014, with incident and service request management having upgraded from an OLD version of HEAT. NSW Parliament uses HEAT to manage on average 100 incidents and requests per day which cover everything from technical issues with mobile devices and computers, printers and plotters, video and audio devices (for when members of parliament are sitting).

A few key highlights:• Prior to using HEAT, NSW parliament did not have service request

management. It previously had to treat everything as an incident, which is not best practice. NSW Parliament is now enjoying the bump in maturity HEAT 2014 has offered them.

• The integration with SAP allows the importing of assets daily allowing all requests to be properly categorised depending on what assets users have. This feature is important to various team members and management because accurate asset information can support correct decisions, regarding the resolution of the reported issues. Response and resolution times are measured in an effort to continuously increase customer satisfaction.

• The integration with the federated identity management and HR systems allows NSW Parliament to identify external users properly. This group of users does not really belong to NSW Parliament; they include hundreds of media personnel, ministerial staff and assistants from all across the state and these people change all the time. To enable these people to be handled differently from internal users or employees, they needed the ability to lodge requests. In the past call centre staff had to ‘trust’ that the caller is indeed who they said they were. Today, with feeds from HR systems and other in-house systems through to HEAT, staff are able to verify their identity during call / request creation.

Alfred Health goes live with HEAT

UPDATE

Section 5 | Service Management Solutions | SMS

17

DO YOU FOCUS ON YEAR 1 COSTS OR A LONG-TERM TCO?

Cloud Preferred:

• Year 1 costs are lower with SaaS (50% to 75% less)

• Save money on servers

• Prefer annual subscription model

On Premise Preferred:

• 3+ year TCO typically favours on premise

• Overall consulting costs similar

• Prefer perpetual licensing model

The Great Debate: Is a Cloud or On Premise Deployment Right for You?These days so many applications seem to be available on the Cloud. Cloud computing is an area that is experiencing double digit growth and predictions are that this will continue until at least 2016. Whilst there are definite advantages to working in the Cloud, there is still a place for on premise applications. So what is the right decision for your organisation? FrontRange has developed leading service management and client management applications, which work both in the Cloud and on premise (Hybrid IT), as they believe that companies shouldn’t be limited to one option. To help you consider what is best for your organisation FrontRange has prepared the following questions.

What you need to consider for your Service Management software solutionsCloud applications have dramatically changed our market. Cloud applications deliver exciting advantages, but on premise applications can be best for some organisations. As always, choice is good and sometimes having only one option isn't an option!

The key is in understanding which option is best for your organisation.

WHAT IS THE STATE OF YOUR IT RESOURCES?

Cloud Preferred:

• Lowers requirement for IT services

• Data and applications moved offsite

• System administration needs are reduced

• Upgrades managed by vendors


• Will require IT support

• Data and applications are local

• Plan for local system administration

• Upgrades are do-it-yourself

WHAT IS THE NATURE OF YOUR SYSTEM INTEGRATIONS?

Cloud Preferred:

• Limited number of integrations

• Well defined and understood

• Typically static and one-way


• Need a number of integrations to other applications

• Evolving and complex

• Typically dynamic and bi-directional

DOES YOUR ORGANISATION HAVE EXPERIENCE WITH CLOUD?

Cloud Preferred:

• Other Cloud applications in place

• Cloud understood and accepted

• Executive support for SaaS


• No Cloud applications in place

• CRM and ERP applications have been deployed on premise

• Executive team see Cloud applications as a risk

WHAT IS YOUR HISTORY WITH APPLICATION UPGRADES?

Cloud Preferred:

• Bad history with upgrades

• No current upgrade process

• Generally lacking in-house skills


• Good history with upgrades

• Established upgrade process

• The right skills available

RATE YOUR READINESS FOR ‘OUT-OF-THE-BOX’?

Cloud Preferred:

• Organisation is ready to embrace standard applications

• Business is more standardised

• Bad experience with custom applications


• Applications tend to be more customised

• Business is highly unique

• Have aptitude to sustain customisations

HOW ARE YOUR USERS DISTRIBUTED?

Cloud Preferred:

• Highly distributed user base

• More complex upgrade process

• Reliable internet access


• Centralised with fewer locations

• Upgrades more localised

• High quality servers

ARE CAP EX OR OP EX BUDGETS MORE FAVOURABLE?

Cloud Preferred:

• Operating Expense budget preferred

• Smaller financial impact in year 1

• Annual subscription preferred


• Capital Expense budget preferred

• Larger financial impact in year 1

• Purchase of perpetual licenses

SUMMARYThe adoption of cloud computing continues to grow as on premise experiences a rebirth. According to a well-known industry analyst firm, the ITSM SaaS model will continue to grow until 2015, but will level off to roughly 50% cloud and 50% on premise deployments. Also, they are predicting 30% of organisations using SaaS will switch back to on premise ITSM solutions by 2014.

Hopefully these questions will help you make the best decision for your organisation. If you would like to discuss the options further and / or would like more information, please contact [email protected]

There are 8 key questions customers should consider:1 5

6

7

8

2

3

4


18

Fusion5 is the leading reseller, implementation and support partner for FrontRange. FrontRange, the Hybrid Service Management software company, recently announced the company has been recognised in this years’ Magic Quadrant for IT Service Support Management Tools (ITSSM) Report by leading analyst firm Gartner for its HEAT platform.

Vendors included in the report were evaluated on their ability to execute and the completeness of their vision.

According to the report, ‘In the 2014 Magic Quadrant for ITSSM tools, Gartner has focused on vendors whose IT service support functions enhance product usability. These vendors offer easy-to-use, out-of-the-box best practices. Their next-generation support capabilities are specific to mobility, and they use social collaboration to increase product effectiveness and efficiency’.

As the industry’s only hybrid service management platform that supports Cloud, on premise and / or a combination of the two deployment options, FrontRange’s HEAT solution integrates IT best practices with both

voice and workflow automation. This approach enables service desks in organisations to easily request a service or change, plan for appropriate remediation measures, and automatically approve and authorise requests. In addition, HEAT is designed to automatically deploy the changes to the end users, monitor compliance and service level agreements, and control an organisation’s service portfolio to ensure enhanced service quality and customer satisfaction.

“Over the past year, FrontRange has worked extremely hard to deliver, from a single platform, Service Management and Unified Endpoint Management software on premise and in the cloud. We believe that these efforts have been recognised by Gartner. We are very proud to have been positioned higher on the Ability to Execute axis and further along the Completeness of Vision axis than previous positioning in Gartner’s 2014 ITSSM Tools Magic Quadrant,” said Jonathan Temple, president and CEO at FrontRange.

“We really liked that we could use HEAT Service Management out of the box,” says

Candice Peacock, IT Service Desk Manager at Total Wine & More. “We are implementing ITIL processes, and HEAT provided a good framework to start, and we didn’t need to tweak the workflow if we didn’t want to. The incident and service request templates were ready to use immediately.”

According to the report: ’ITSSM tools offer tightly integrated processes and functions that correlate with the activities of the broader IT support organisation. These tools provide incident and problem management capabilities for the IT service desk function. They also provide change, configuration and release management capabilities for process leaders, infrastructure engineers and domain administrators. Often this includes the use of a database that enables the IT support organisation not only to understand the production environment, but also to prioritise and quickly resolve or escalate issues and problems, and improve root cause isolation.1’

FrontRange Receives Positive Movement on Gartner’s 2014 Magic Quadrant for IT Service Support Management Tools Report

1 Source: Gartner, Magic Quadrant for IT Service Support Management Tools, Jarod Greene, Chris Matchett, Tapati Bandopadhyay, 25 August 2014

LEADING RESEARCH ANALYST FIRM RELEASES THE 2014 MAGIC QUADRANT FOR ITSSM TOOLS REPORT


19

As mentioned in the SMS update, FrontRange recently showed Desktop Server Management to the SMS team who are very excited about this updated product. The following article introduces some of its capabilities. Mario Koukides is very happy to talk to you about how the product can make a difference in your organisation.HEAT now features Integrated Client Management Processes for Mobile, Desktop and Server Devices

FrontRange also announced the availability of technology in support of a strategic initiative known as Unified Endpoint Management (UEM) that fully integrates comprehensive client management services with enterprise mobility management (EMM) best practices, all from a single, centralised platform.

FrontRange is delivering its first UEM solution via its HEAT Desktop and Server Management (DSM) 2014.1 release, which enables service desks to manage mobile, desktop and server devices alike. A centralised management console provides greater efficiency, reduced complexity and more responsive service to end users. This is in stark contrast to siloed mobile device management point products that operate independently, unlike integrated client management platforms like HEAT.

“A common misconception among enterprise IT managers is the belief that smartphones and tablets require completely separate management processes from desktop and laptop PCs,” said Steve Brasen Managing Research Director - Systems Management with Enterprise Management Associates. “In truth, the same enterprise requirements for maintaining security, productivity and availability of applications, data, and services are just as applicable to both endpoint types. In fact, the differences between the device types are rapidly diminishing. This evolution of user devices speaks directly to the core precept of unified endpoint management – which the endpoint really doesn’t matter.”

HEAT DSM 2014.1 delivers a UEM solution suite that provides fully integrated support for managing mobile, PC and virtual devices throughout their entire lifecycle, from initial deployment to retirement. On premise and Cloud deployment options are readily available, giving enterprises the freedom to choose a UEM solution that best fits their requirements.

HEAT DSM 2041.1 up closeAs a UEM solution suite, HEAT DSM 2014.1 provides a centralized management console that presents real-time views, reports and alarms on a variety of endpoint devices, including iOS, Android, BlackBerry and Windows desktop and mobile platforms.

All endpoints used to access business IT resources are automatically detected and detailed configuration information is collected and stored in a centralized data repository.

HEAT’s Client Management functionality in DSM 2014.1 delivers a wide range of security and compliance capabilities that include policy enforcement, malware protection, lock and wipe features, location detection, data access management and memory encryption. In addition, problem and incident management capabilities are delivered through remote access to supported devices as well as backups for disaster recovery.

“Clearly, the traditional management practices of individual endpoint provisioning, administration and lockdown are no longer sustainable in a multi-device world,” said Udo Waibel, CTO with FrontRange.

“To successfully empower a mobile workforce, new concepts in endpoint management must be adopted that deliver secure and reliable IT resources from a centralized management platform to all devices employed for business purposes.”

FrontRange has brought it all together – Desktop, Server and Mobility Management

What’s New in DSM 2014.1?HEAT DSM 2014.1, which is generally available, features a number of significant enhancements that augment its UEM capabilities. These include:

• Advanced Patch Management: patches can now be automatically downloaded and assigned based on roll-out rules, customised templates for new patch packages, and / or by vendor or product.

• Enhanced Remote Control: provides faster terminal sessions through proxies for non-Internet connected clients

• MDM Integration with DSM Console: provides automatic MDM-to-DSM synchronisation of organisations, devices, users, device and user groups and corresponding group memberships

• Improved DSM Web Console: easily create, move and / or delete devices, users and groups and modify all properties that are not write-protected

• Citrix Support: Citrix XenApp 6.5, 7 and 7.5 platform support is now provided.


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Since the launch of Cloud5 just over six months ago, the team has been adding to the platform to ensure our customer’s hosted applications are up to date and available all year round. We’ve introduced more people to the Cloud5 team, as well as new processes, to bring the best possible Cloud solution for all our customers.

The platform has grown extensively since its launch. We now have a large portfolio of applications on Cloud5 including Empower, TimeFiler, PayGlobal, HEAT and JD Edwards EnterpriseOne. By the end of the year we’re planning to extend the range of applications to include Primavera and Pivotal. We’ve also kicked off some major projects over the past few months, which will continue to help us support and improve the platform, further details are outlined below.

Support ServicesThe support services behind the Cloud5 platform are being reviewed due to the rapid growth of the platform. As part of this we are happy to announce we now have dedicated technicians to support the platform around the clock 24 hours a day, 7 days a week. To make it easier to support Cloud5 we are in the process of consolidating all support phone numbers, into one, which will allow customers to contact our technicians directly afterhours. You’ll hear from us shortly regarding this transition.

Disaster RecoveryDisaster Recovery solutions available for Cloud environments have improved dramatically over the past six months and, as part of this rapidly growing area, we have invested heavily in improving our offering on Cloud5. Our current Disaster Recovery location is hosted from Singapore and is operating well. However, with the new NTT Data Centre opening in Melbourne we now have the ability to store all data within Australia, giving us a great opportunity to review and improve our current Business Continuity Planning.

As part of the transition from Singapore to Melbourne we will be improving our Disaster Recovery offering by introducing the following features: Ingres Hot Standby, SQL Log Shipping and Double-Take Replication. What this means for our customers is, in the event of a disaster, the turnaround times for failover will be faster, as well as data recovery for up to fifteen minutes before the event occurred. All Cloud5 customers will benefit from these new features, at no additional charge, as soon as the transition is completed by year end. In addition, as part of this process, we are reviewing our Business Continuity Planning / DR and backup policies and will have new documentation available for you soon.

Platform ManagingOther really important areas we are focusing on are monitoring, alerting and patching across the entire environment. We have engaged our partner NTT Communications to implement a new monitoring tool called Zabbix, which is an open sourced product that fully integrates into our Enterprise Cloud management portal. Every five minutes this tool retrieves data from our servers and displays it for the Cloud5 team to review and analyse. The tool has been configured to alert not only the Cloud5 team but also engineers at NTT, whenever a potential issue has been identified, 24 hours a day, 7 days a week. As part of this engagement we have also implemented a new patch management service. Ensuring all of our servers are up to date and all critical patches from Microsoft are applied across the environment as soon as they are released.

The Future of Cloud5Cloud5 has been a huge focus point for Fusion5 during 2014 and is rapidly growing with more and more customers being migrated onto the platform every month. We plan on investing heavily in expanding the services on offer and continuing to grow the solution during 2015.

If you are currently looking at moving your business applications to the Cloud or simply interested in learning more about our hosting options, on Cloud5, the best time is now so please get in touch! Contact Kris Jackson, Manager Cloud5 Solutions on +61 3 9922 5519.

Customers are loving

Section 6 | Cloud5

The majority of our customers have a strategy to embrace the Cloud for hosted services and application software.

21Section 6 | Cloud5

Empower SolutionEmpower-HR is a comprehensive Payroll and Human Resources solution provided to medium to large customers in Australia. Empower is a date effective, position driven solution that provides strong functionality to corporate customers. It has a depth of functionality that can cater for many complex people needs and is recognised as one of the top 5 payroll / HR solutions in the market.

Over 60 large customers use the Cloud5 service to host and manage their Empower solution. Cloud5 provides a secure, robust and easy to manage IT approach to a comprehensive business solution reducing time, money and worry for customers.

PayGlobal SolutionThe latest version of PayGlobal Exolvo is now fully operational and supported on Cloud5. All of your current PayGlobal applications and services can be migrated to Cloud5 including ESS, SSRS and integration options to securely transfer your payroll data back to your local network.

Our early access customers across both Australia and New Zealand have reported that the application is performing extremely well and with our backup and support services behind the platform it is a very promising solution. Over the past couple of months there has been a very strong demand for this newly hosted offering. A number

of customers are preparing to migrate to the platform before the end of the year. In addition to this, a number of new Fusion5 customers are investigating options for hosting their PayGlobal Disaster Recovery system on Cloud5, while continuing to locally manage their production system, which is another exciting offering on this solution.

HEAT SolutionCloud5 is live with HEAT, with the Service Management team offering customers all the advantages of an outsourced hosting model for FrontRange’s Service Management Solution HEAT. Fusion5 is the first customer to host its new deployment of HEAT, which is being rolled out across Australia and New Zealand as part of our Customer Centre initiative. “Cloud5 has enabled the SMS team to offer customers a fully outsourced managed service along with the benefits of a local data centre” says Sven Martin, Director CRM / SMS Solutions for Fusion5. “Many customers are keen to have more control of their data whilst benefiting from not needing to manage the application, upgrades and infrastructure to support their service desk systems – Cloud5 is the perfect solution”.

JD Edwards SolutionFusion5’s ERP pillar is well underway with our Cloud5 strategy, initially offering this solution to our Oracle JD Edwards customers. We’ve experienced strong customer demand for the solution with our most recent JD Edwards go-live on Cloud5 last month. The platform has provided customers with significant performance improvements, the ability to scale their business rapidly, and total peace

of mind regarding backup, redundancy and disaster recovery. With these immediate benefits, our JD Edwards customers have been happy with the solution to date. Cloud5 offers a range of IaaS options, including shared applications / infrastructure in the cloud, through to a consolidation and replacement of their current network and internet in the cloud. We look forward to expanding this solution out to many of our other JD Edwards customers, in order for them to gain the same benefits and to take the offering out to our customers running ApprovalPlus.

» Cloud5 Offerings

“Cloud5 has been a huge focus point for Fusion5 during 2014 and is rapidly growing with more and more customers being migrated onto the platform every month.”

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What’s your role at Fusion5?I joined Fusion5 in April 2014 as Campaign / Marketing Coordinator for the Australian team.

What attracted you to Fusion5?I’d been working with the Oracle and Avnet marketing teams via a marketing agency for a couple of years and Fusion5 was always catching my eye. After six years, I’d gotten as far as I felt I could really go at the agency and I wanted to be able to push myself to the next level in my career. It felt like Fusion5 and I were at the same place in our lives and had the same goals, so when I saw the opportunity to join, I jumped at it. The branding just really appealed to me too, being a mix of a serious business with a sense of humour and fun. After working so long with some very traditional companies through the agency, it is refreshing to get to work in a place that uses colours and to have the freedom to try new ideas.

What are you working on?I’ve been responsible for providing support to the Australian sales teams through email campaigns, copywriting, coordinating telemarketing campaigns, mail outs, data entry, helping keep the social media channels up to date and organising user groups, events and sponsorships. I’ve also been contributing on a strategic level with the New Zealand team regarding the Fusion5 rebrand and website builds and bringing my knowledge to the table for all the exciting things Fusion5 want to do.

What makes a ‘good day’?Any day you don’t catch me talking to my laptop, I’m not used to this open plan stuff! When something you took a risk on comes through and ticking that last to-do item off your list for the week.

What’s your role at Fusion5?I started with Fusion5 back in January 2014 as a Senior Consultant in the HCM pillar. I was recently promoted through to manage our new Cloud Solution across Australia and New Zealand, and I have been doing so for the past 5 months. I’m responsible for bringing new products onto Cloud5 and managing the Cloud5 Solutions team.

What attracted you to Fusion5?Ever since I started working for PayGlobal, back in 2007, I have had a close relationship with the Fusion5 team (Fusion5 was partnered with PayGlobal during the 6 years I worked there). Over this time I was very impressed with the skill and leadership of the HCM team that I dealt with. When I was looking at moving on from my own consulting company, here in Melbourne, it was a very easy choice to make. I have worked for a number of companies over the past 10 years and I was most impressed with how the directors manage

What are you famous for?Funnily enough, my glasses seem to be my differentiator and also letting my imagination run away with me. An event host recently had to tell me I couldn’t have a baby animal farm in our booth (which featured a cow)…

What do you get up to outside of work?I bought my first home in November so being broke mostly! Doing a few weekend DIY jobs with the boyfriend to fancy the place up – so far we have turfed the backyard (and promptly killed it all again), painted the bathroom (who knew you could paint tiles?) and, after some ‘Pin-spiration’, built a garden planter wall out of cement blocks. Otherwise I enjoy reading and spending time with my family, friends and pets. I also volunteer my social media skills to a local organic goods company and the St George Dog Training Club.

Staff Interviews

Elise Campbell

Kris Jackson

Staff Interviews

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What’s your role at Fusion5?I am a Service Delivery Manager, in the HCM space, covering Wellington, New Plymouth and the South Island. My main passion is ensuring my customers are looked after, are listened to and that they get the appropriate response to any BAU needs or delivery of project management when needed.

What attracted you to Fusion5?In a previous working life I was a customer of Fusion5, hence I knew the company well. It’s exciting to be exposed to such a variety of applications and work with a great bunch of talented people. Fusion5 actively encourages the team to realise the importance of finding a balance between achieving the highest level of service for our customers as well as finding the time to look after our own health and wellbeing, which is very refreshing… creating a bunch of healthy geeks ;)

What are you working on?One of the projects we are working on right now is the customisation of Jade Star’s Position Change Management functionality. I am also busy

the business and how open they are to their employees, which is exactly what I was looking for from a senior management team. Everyone that I’ve had the pleasure of working with so far, at Fusion5, is very passionate and dedicated to their role which really shows when you look at the growth the company has had over the past few years.

What are you working on?Due to the Cloud5 solution being relatively new, the team has been extremely busy with a number of projects over the past couple of months. Our primary focus has been stabilising the new platform, while getting the team across a number of new and exciting solutions that are coming before the end of 2014. We are all really excited about the new improvements coming to Cloud5 over the next few months. They will give us a really robust platform to support the growth during 2015.

getting to know my new customer base in the South Island.

What makes a ‘good day’?Watching the sunset on the deck relaxing with a drop of Pinot, having ticked of everything on my to-do list.

What are you famous for?According to my husband: overachiever and not being able to sit for still for 5 minutes. Culinary creations, fine bed linen and a chandelier obsession. Being a city girl and adjusting to county life in Greytown.

What do you get up to outside of work?We’re always busy with the ongoing improvements to our 1800’s Villa. We’ve nearly finished planting an orchard and an olive grove. Keeping on top of an extensive vegetable garden (oh the weeding!). Then there’s the ducks, sheep, chooks, dog and cats. We both really enjoy the satisfaction of creating and sharing a meal that has come from our land with our family and friends. To experience that level of sustainability is something quite special and hard to describe.

What makes a ‘good day’?A good day for me personally is when I can get round to replying to all of my emails in the same day that I receive them. Due to the high volume of meetings and projects we have in progress at any one time, it can be rather difficult some days! Each week I set quite a large number of a tasks that I aim to complete that week with the team, so it also definitely makes for a ‘good day’ if we can successfully get through all of the goals for that week.

What are you famous for?Although they aren’t seen in the office very often I’m quite famous for the number of tattoos I have had done over the past few years. I currently have my entire back, both arm sleeves and my right leg tattooed which has stirred some interesting conversations amongst the team. I fly back to Auckland every few months to get more work done and my tattoos have won a range of awards here in Australia. I still have some big plans for next year so I don’t think this will be changing anytime soon!

What do you get up to outside of work?I’m quite busy outside of work as I like to keep fit, healthy and active since my job primarily involves a lot of work in front of the computer screen. I have been studying Wing Chun Kung Fu for the past 10 years and continue my training on a daily basis here in Melbourne. I have also been very interested in Buddhism over the past couple of years (my entire back tattoo is a portrait of Buddha performing the Kung Fu Salute). Outside of this I try to get to the gym 5 times a week and enjoy catching up with friends and family as much as possible!

Yvonne Green

Staff Interviews

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Fusion5 CONTACT DETAILS:

For more information please contact us on one of these numbers or emailRebecca Tohill: [email protected] Craig Westcott: [email protected]

Business Applications

Auckland Level 7, 3 City Road PO Box 106190 Auckland City Phone +64 9 379 0525

Wellington Level 6, Lambton House 160 Lambton Quay PO Box 10-111, Wellington Phone +64 4 473 4552

ChristchurchUnit 6, 15 Sir Gil Simpson Drive Christchurch 8053 Phone +64 3 943 4369

Sydney Level 3, 32 Delhi Road North Ryde NSW 2113 Phone +61 2 8240 3800

Melbourne Level 9 468 St Kilda Road VIC 3004 Phone +61 3 9922 5519

AdelaideLevel 1155 Fullarton RoadRose Park, SA 5067Phone +61 8 8239 5700

Brisbane110 Eagle StreetBrisbane, QLD 4000+61 7 3215 3400

PerthLevel 9, 231 Adelaide TerracePerth, WA 6000Phone +61 8 9203 3600

Infusion spring 2014

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benefits of cloud

customer engagement

oracle recognised fusion5

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