The Whiddon Group transforms aged care business with SugarCRM

Sugar streamlines process management, enables customer visibility and journey mapping across organisational departments

Sydney, AUSTRALIA – 8 May 2018 – SugarCRM Australia PTY LTD., the company that enables businesses to create extraordinary customer relationships with the most empowering, adaptable and affordable CRM solution in the market, today announced that The Whiddon Group, one of NSWs leading aged care providers, has chosen SugarCRM to support its business transformation. SugarCRM will enable Whiddon to enhance the customer journey for the organisation’s new and existing customers across metropolitan, regional, rural and remote New South Wales.

“We came to market looking for a tool that would enhance our knowledge of our customers and their needs. We chose Sugar after comparing various systems on the market, and finding that none could match Sugar’s handling of data sovereignty and privacy issues, as well as the software’s ability to break down silos within the business,” said Regan Stathers, Executive General Manager, Property and Technology, The Whiddon Group.

For over 70 years, Whiddon has been a leading provider of aged care services, including residential and community care to over 2,000 clients across NSW. SugarCRM enables the organisation to map and understand each customer’s journey, from initial engagement, through the sales process and into the most appropriate type of care for that customer.

“The benefit of Sugar is its ability to implement business process management, and break down the silos between leads, sales and customer care,” said Stathers.

“Like many large and complex organisations, our business suffered from the challenge of trying to work efficiently across internal silos. With the help of Sugar, we are able to break those barriers down, resulting in better visibility of our customers and their needs and therefore provide better and more responsive service.”

“We also realised that we would need guidance from a CRM consultancy partner that understood our sector and its challenges, and could bring experience, rigour and quality to our implementation. From the outset, the Loaded team demonstrated a deep understanding of the aged care and wider community services sector and have proved invaluable to our team as we’ve worked through a complex and detailed implementation project”, said Stathers.

“Whiddon is one of NSWs leading aged care providers and we are looking forward to helping the group to streamline its business process management. SugarCRM is helping Whiddon achieve its new business goals by offering them a flexible, adaptable and extensible software solution tailored to their specific business needs,” said Mark Troselj, Managing Director, Asia Pacific and Japan, SugarCRM.

“Aged Care providers face a series of tough challenges today, with the shift to consumer directed care and an increasingly digitised marketplace. It is imperative that providers appeal directly to the people they serve whilst ensuring they are not losing out to competitors. Any strategy crafted to confront these challenges must have a solution for customer data, knowledge and insights at its core. Sugar’s CRM offering is sure to provide the foundation of a strategic platform for competing effectively in the aged care sector today,” said Jenni Deslandes, Managing Director, Loaded Technologies.

About Whiddon Group

The Whiddon Group are an award winning not-for-profit aged care provider who have been caring for older Australians across regional, rural and remote New South Wales for 70 years. Whiddon are at the heart of their local communities, both as a provider of care services and an employer, caring for over 2000 older people and employing nearly 2000 team members.

As a not-for-profit, making a difference to people’s lives is very important. Whiddon invests back into our people, our communities and services, and we partner with academics and universities that are developing the latest thinking, programs and training around quality of life and ageing.

To find out more about Whiddon, visit

About SugarCRM

SugarCRM enables businesses to create extraordinary customer relationships with the most empowering, adaptable and affordable customer relationship management (CRM) solution on the market. Unlike traditional CRM solutions that focus primarily on management and reporting, Sugar empowers the individual, coordinating the actions of customer-facing employees and equipping them with the right information at the right time to transform the customer experience. Based in Silicon Valley, SugarCRM is backed by Goldman Sachs, Draper Fisher Jurvetson, NEA and Walden International. More than 2 million individuals in over 120 countries rely on SugarCRM. To learn more visit or follow @SugarCRM.

NOTE: SugarCRM, the SugarCRM logo, and Sugar are trademarks and/or registered trademarks of SugarCRM Inc. Third-party trademarks mentioned are the property of their respective owners.

About Loaded Technologies

Loaded Technologies has been designing, implementing and supporting CRM solutions for ten years. The customer engagement consulting firm helps organisations in both the commercial and not-for-profit sectors realise their customer relationship management strategies. Key industry verticals for Loaded include wholesalers of consumer goods, superannuation and wealth management, not for profits, aged care and community services, the arts and cultural sector, and residential real estate.