Loaded overview and credentials

An Overview of

Loaded Technologies

At Loaded, we focus on delivering smart solutions to unlock your

customer relationship potential.

We utilise CRM, marketing automation and business intelligence software, and bring our business, marketing and technical expertise

to the task of designing, delivering & supporting the right solution for your organisation.

An Overview of

Loaded

About Loaded

Smart solutions to unlock your customer potential.

• Founded in 1995 as a web development business.

• Delivering business impact through CRM, Web, Marketing Automation and Business Intelligence

solutions.

• Partnered with SugarCRM in 2005, attracted to open source model, flexibility and value. SugarCRM Gold

Partner since 2006.

• Broadened offering over last 7 years to encompass ‘total CRM journey’ with a wide range of CRM

integrations enabling business impact and ROI.

• Clients sectors include IT products and services; not for profit; financial services; accounting firms; retail;

manufacturing/wholesale; and federal and state government.

An Overview of

Loaded

Our offer – ‘total CRM’

An Overview of

Loaded

Loaded Capabilities

Capabilities Why It Matters

SugarCRM Depth: in consulting,

development, training, infrastructure

• Deep knowledge of the application and its potential, at the functional

and technical level

CRM breadth: 30+ years in total CRM

experience

• Sound basis for advice and design solutions

• Provides rich inputs to our delivery processes – allows for on time, on

budget, quality, ‘no surprises’ implementations and deployments

Business strategy and execution:

top tier management consulting and

executive leadership experience

• Strategic and technical partners, to help ensure your CRM journey is

well planned and delivers organisational benefits at every stage

Technology depth and breadth:

delivering and supporting complex

integrations and deployments

• Able to support and maintain complex solutions over time for clients

• Deep experience in a wide range of integrations

CRM breadth & depth, backed by strategic, operational and technology expertise

An Overview of

Loaded

Our approach – total CRM journey

Sales

Marketing Sales

Marketing Sales Support

Marketing Sales Support

Integration

Marketing Sales Support

Integration

Social Collaboration

Marketing Sales Support

Integration

Marketing Auto Web

Portal Call Centre

Business Intelligence Reporting

Time

Co

mp

lexi

ty Why a Journey?

• Deliver ROI at every stage

• Increase CRM adoption

• Deliver benefits faster

• Manage risk and cost

An Overview of

Loaded

How we work We focus up front on the business problem to be solved, before designing and implementing the process and system solution to that problem.

Our typical approach to CRM projects The long term roadmap provides direction and context. Implementation is done in a series of phases.

For each phase of work…

Implemen-tation

UAT, Deployment,

Training, Handover

Detailed scoping /

design

For each phase of work…

Implemen-tation

UAT, Deployment,

Training, Handover

Detailed scoping /

design

Initial scoping / design phase

For each phase of work…

Implemen-tation

UAT, Deployment,

Training, Handover

Detailed design

Support

Roadmap

An Overview of

Loaded

Our methodology Rigorous methods, tools and deliverables are core to all our project work, and ensure client goals are achieved and quality is assured.

Standard Steps

Standard Methods and Tools

Standard Deliverables

Detailed Design Implementation UAT, Training,

Deployment, Handover

Client workshops (to ensure we fully understand the needs, and to help with longer term adoption of the solution).

Detailed design (to ensure we have devised the smartest, most efficient way to implement the solution).

Test plan and test cases (to ensure all implementation work can be verified and delivers on agreed needs).

Rigorous documentation in code, source control system and our task mgmt tool.

Code Review (to ensure quality of work).

Detailed Deployment Methodology.

Training to enable effective UAT; additional training as required; documentation.

Enhancements / rollout / change mgmt roadmap.

Detailed Design document.

Revised and refined implementation estimates.

Change management plan.

Project Updates.

Progress Demos.

UAT test plan.

Training Manual

For each phase of work…

An Overview of

Loaded

Invest upfront in Scoping & Design

• Involve all key users in scoping design workshops and UAT

• Ensure discussion and validation of all key processes / requirements/objectives/priorities

Focus from the start on user adoption

• Engage, and mitigate risk, through involvement through project

• Design CRM rollout & change management plans, to build advocates and ensure people

are comfortable and excited early

Phase implementation

• Don’t try to achieve too much in a single phase… avoid “big bang”

• Phase work into small manageable chunks, to deliver regular wins / progress, minimise

risk, help drive user adoption and aid change management

Plan data migration

• Start on the task early; plan the allocation of work; ensure adequate skills / experience v

task to perform

Our experience tells us…

An Overview of

Loaded

Manage change and complexity

• Simplicity in design saves time and money

• Automation should only be the answer if it drives efficiency

• Avoid over complication and unnecessary process change where possible

Manage organisational impact

• Ensure organisation can still run while work is being implemented

• Design the rollout project plan to ensure continuity

Establish trust between partner / project team / steering committee

• Transparency and regular reporting on effort, budget issues and risks

• Philosophy of ‘one team’

Our experience tells us…

An Overview of

Loaded

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

Our clients

An Overview of

Loaded

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

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

Pardot is a leading SAAS marketing automation tool

recently acquired by Salesforce.com

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

JasperSoft is a cloud based business intelligence application with an exciting entry-level solution offered in partnership with Amazon Web Services bringing enterprise level BI to any business

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Loaded

About

Loaded Custom Solutions

Order Management Solution

Powering, for example:

1. Event management

2. Membership management (new, renewals)

3. Product / service online sales (eg training courses; training materials)

One integrated solution architecture that enables a range of business processes

An Overview of

Loaded

1. Event management

Visits the website, views & selects event

SugarCRM

eCommerce

Financial accounting system

Payment Gateway

User is sent confirmation email

4 CRM is updated with user’s purchase / payment information and event registration details

3

2

Administrator sets up the event in CRM – creates event details; target lists; campaign and associated email templates

Administrator launches campaign in CRM

1

Payment is processed via secure gateway and to bank account

Payment info synced from financial accounting system to CRM

3

5

CRM populates events section of website with event details including pricing

The User Email sent with a unique link to website

Receives confirmation email

Pays to attend event

Powered by Loaded’s Order Management Solution

An Overview of

Loaded

2. New member registration

The User Completes membership form online

Reviews purchase in cart

Receives confirmation email

SugarCRM

Web/eCommerce

Financial accounting system

Pays online

Payment Gateway

User is sent confirmation email

4 CRM is updated with user’s purchase / payment information

3 Member details automatically created as new Contact in CRM through CRM/web integration

1

Payment is processed via secure gateway and to bank account

Payment info synced from financial accounting system to CRM

3

5

CRM populates shopping cart with member pricing details

2

Powered by Loaded’s Order Management Solution

An Overview of

Loaded

3. Membership renewals

The User Receives an email from Sugar with unique link

Visits the website

Receives confirmation email

SugarCRM

Web/eCommerce

Financial accounting system

Makes a purchase

Payment Gateway

4 CRM auto-generates target list based on renewal date.

Administrator checks detail (eg to allow manual overrides) and launches renewal Campaign

1

Payment is processed via secure gateway and to bank account

Payment info synced from financial accounting system to CRM

3

5

CRM populates shopping cart with member renewal details

CRM is updated with user’s purchase / payment information

2

3

Powered by Loaded’s Order Management Solution

User is sent confirmation email

An Overview of

Loaded

Promotions Solution

The User

Receives an email with a unique link to website

The user visits the website, and views page with special personalised offer

User completes checkout

Sugar CRM

Campaigns Module Manages email campaigns

Target Lists

Email Template

Leads/Contacts DB with

transaction history

Product DB

Promotions Module Manages promotion; used to

display website content

Promotions Purchase History Record of purchase referencing

user ID

Enabling segmented offers based on customer profile and history, involving integration of website with CRM & custom CRM module

An Overview of

Loaded

Event Management Solution

The User

An email is sent with a unique link to the website.

The user visits the website, enters details and registers and/or pays.

User submits or completes checkout, a registration record is created.

Sugar CRM

Campaigns Module Manages email campaigns

Target Lists

Email Template

Leads/Contacts

Products line items/

pricing

Events Module Manages events; used to display

website content

Event Registration Registration / Application /

Purchase

Integrating Website, Marketing campaigns, Event registration

An Overview of

Loaded

Sales Velocity – basic reports

Available for My Sales Velocity, My Team, All

Average, MIN, MAX elapsed time (in days)

To sales stage: Time to get to the stage from the previous stage

Run time filters on opportunity type, customer type, team/employee…

From sales stage: Time to get, from the stage, to another stage

Sales reporting enhancement tool tracking your speed of sales over time by sales stage to improve pipeline management and focus sales activities

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Loaded

Sales Velocity – advanced reports

On these reports, we can observe that the elapsed time for each of the stages is far longer for lost opportunities than for won opportunities.

Management may take the decision to put alerts in place when, for example, the value proposition stage takes more than 20 days.

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Loaded

CRM, Web and LMS platform

The User

User creates profile on website

User redirected to LMS, and submits scholarship application

Integrated solution to automate scholarship application processing, resulting in 300% increase in scholarships offered

Website

SugarCRM

Learning Management Platform (LMS)

User created in CRM 2

5

Assessor grades scholarship applications

3

Scholarships applications synchronises back to CRM

4 Admin manages scholarship portfolio

5

Emails are sent to award the scholarships

6

Active scholarships displayed on website

1

User receives email of the result of application for a scholarship

An Overview of

Loaded

About SugarCRM

plugins, add-ons & connectors developed by Loaded

Email 2 Sugar A smart, automated email archiving tool for SugarCRM. E2S automatically archives sent and received emails in relevant Sugar modules, using email address matching.

• Automated email archiving to SugarCRM Lead, Contact, and Account modules

• Supports the same email clients that SugarCRM supports 'out of the box’

• Automatic email attachment filing and unread email notifications

Email is automatically archived to Lead, Contact & Accounts modules

The User Sends an email either from Sugar or from email client

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Loaded

Org Charts for SugarCRM Visualise contacts in context for more effective selling

• Understand who’s who for all your Accounts and Opportunities

• Identify buyer roles like technical, influencers & decision makers

• Engage with the right people at the right time for each opportunity

Instantly visualises and identifies decision makers and influencers

The User Creates an Account or Opportunity in Sugar

An Overview of

Loaded

ABN and ACN Connectors for SugarCRM

A fast and easy means to retrieve publicly available information, including ABN (Australian Business Number) and ACN (Australian Company Number) for a given legal entity, inside your own SugarCRM application

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Loaded

About

Loaded Credentials

The Iconic

• Pre engagement business issues

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

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

o Inability to track previous customer interactions in one system

• Scoping outcome

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

o Proactively communicate (outbound) for cross and upsell opportunities

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

• Business gains

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

cross and upsell

SugarCRM solution design & implementation

An Overview of

Loaded

RMIT University

• RMIT Training

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

products, quotes, workflows

• RMIT - Student Services Group

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

students with potential employment opportunities

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

• RMIT - Engagement and Planning

o CRM manages and evaluates requests for IT projects / services

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

functionality baked into the CRM enables automating scoring and hence prioritisation of

requests based on a complex formula

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

An Overview of

Loaded

AMSA (Australian Maritime Safety Authority)

• Complex solution design to map CRM Contacts fields to meet Australian Standard AS 4590, a first for a

Federal Government agency.

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

• Complex deployment requirements with Loaded technical support provided to secure go-live and build

AMSA team skills (SugarCRM on Oracle; on premise hosting; technical environments; performance).

SugarCRM solution design & implementation

An Overview of

Loaded

ASF (Australian Scholarships Foundation)

• Innovative platform designed and built to power ASF’s operations.

• Integrated solution to automate scholarship application processing, resulting in 300% increase in

scholarships offered .

• Integrates SugarCRM, web ( Joomla) and learning management system (Moodle).

• Loaded has worked in partnership with ASF since early 2010.

• Platform now being extended to support 3rd party partners including Chief Executive Women and CSI /

Origin Foundation’s SRET research project.

• We provide ongoing support, hosting and platform advisory services as well as project delivery /

implementations.

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

An Overview of

Loaded

Australian American Fulbright Commission

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

marketing communications.

• Partnered with the Commission since early 2012.

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

contact details.

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

Integrated CRM / website platform

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Loaded

Centre for Social Impact / PWC

Survey Data Cube

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

CSI Website

Sugar CRM (Account, Survey)

Survey Browser

CSI administrator

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

Innovative online platform based on SugarCRM

An Overview of

Loaded

Centre for Social Impact / PWC

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

the category and sub-category selected in the left menu and the filters, such as location, selected in the top menu.

See more on http://www.communityindex.com.au.

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

complex queries without altering the performances / response time.

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Loaded

Australian Home and Property Group

• Pre engagement business issues

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

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

o Call centre: entirely manual and paper based processes

• Business gains

o Dramatically improved sales and marketing effectiveness

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

o Automated lead generation, lead allocation and tracking

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

• Next steps:

o Rolling SugarCRM to sister company

o Implementing customer care scripts for call centre

SugarCRM solution design & implementation

An Overview of

Loaded

Wipasnapa

• Custom design and development of consumer

web platform to share content, manage image

resizing, enable interactive template design and

image/content placement, and generate print

quality artwork.

• Included secure member portal, shopping cart

and payment gateway integration, and

database of artwork template designs integrated

with web front end.

Consumer web platform, member portal, and payment gateway integration

An Overview of

Loaded

Gloria Jean’s Coffees

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

and built by Loaded was launched in April, 2013.

• With 94% of smartphone users researching products and services

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

consideration in the development of the site.

• The use of Responsive Design methodology has enabled an

optimal user experience for Guests whether on desktop, laptop,

tablet or smartphone device.

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

www.gloriajeanscoffees.com/temp/GJC_Website_FINAL_PC.wmv

Responsive Website

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Loaded

About Loaded

Leadership Team

Loaded leadership team

Jenni Deslandes Managing Director

Jenni has 20 years experience as a management consultant (McKinsey & Co, Sydney;

The COBA Group, London), marketer and general manager, primarily in consumer

facing organisations. She has led wholesale and retail sales teams in B2B and B2C

environments. She has worked extensively with CRM, web and learning management

systems through her own digital entrepreneurial endeavours. Jenni has been Loaded

MD since Oct 2012.

BA, University of Western Australia. MSc, London School of Economics.

An Overview of

Loaded

Loaded leadership team

Hugh Morrow Executive Director

Hugh began his career as a strategy consultant with The LEK Partnership, was Chief

Manager Strategy with Westpac Financial Services, and taught Social Entrepreneurship

at Macquarie University where he held a full-time Adjunct Professorship. Hugh founded

a technology consulting firm - XT3 - that he grew from concept to commercial success

and trade sale. In addition to his role with Loaded, Hugh is a non-executive director of

ASX-listed iProperty Limited (IPP), the Australian Scholarships Foundation, the Australian

Social Innovation Exchange and the Stanford Australia Alumni Foundation.

BEng, University of Sydney. MBA, Stanford University. Yale University World Fellow.

Former Adjunct Professor, Macquarie GSB

An Overview of

Loaded

Loaded leadership team

Alexandre Prate Head of Consulting

With 15 years of experience in Customer Strategy Consulting, Alex successfully

managed large and complex CRM programs, focusing on business gains at each step of

the implementation, from the scoping/design to the roll-out and change management.

Alex began his career progression at Unilog Management (Logica/CGI) from CRM

consultant to CRM manager and became General Manager of CRM Advise, Customer

Strategy Consulting (Paris). Alex is passionate and strongly committed to deliver high

value to his customers, through comprehensive CRM methodologies.

BA, Middlesex University (London) / Reims School of Management (France). HEC

Entrepreneurs (France).

An Overview of

Loaded

Contact

1300 LOADED Email: [email protected]

Website: loadedtech.com.au

Address:

Ground Floor, 221 Miller Street,

North Sydney, NSW 2060. Australia

An Overview of

Loaded