A spoon full of Sugar brings added value to Uniting’s merger

As aged care and disability service providers sharpen their focus on customer service, acquisition and retention, Customer Relationship Management systems (CRMs) have become as important to business operations as financial systems.

Uniting Vic.Tas – the community services arm of the Uniting Church in Victoria and Tasmania – is the result of a recent merger of 24 Uniting Care agencies.

Each agency has its own customer service processes, which needed to be streamlined for consistency and measurability across the two states, and SugarCRM was chosen to support the new entity to manage its customer relationships.


SugarCRM enabled the organisation to take a consistent and measured approach to delivering optimum customer service across both regions. It ranges from providing urgent aged care services to helping customers navigate through the National Disability Insurance Scheme.

“In light of all the changes being made to consumer directed care, aged care, employment services and the National Disability Insurance Scheme, we realised we needed to come up with a new service model,” said Clare Jennings, General Manager, Quality and Program Performance, Uniting Vic.Tas.

“We came to market looking for a tool that would allow us to future-proof the work we do for our customers and their community. We chose SugarCRM and its Elite Partner, Loaded Technologies, after going through a tender process and quickly realised that none could match their ability to build and customise exactly what we needed.”

SugarCRM’s straightforward user interface and intuitive platform, combined with Loaded Technologies’ customised, smart CRM solution, enabled Uniting Vic.Tas to have one single source of truth when it came to understanding each customer’s journey – from initial engagement through to management of the relationship and into the most appropriate type of care for that customer.

“Loaded has extensive CRM solutions experience working with clients in the community services sector, incorporating disability care, as well as aged care and other community services. We’re proud we’re able to assist community organisations like Uniting transform their organisations and deliver increasingly efficient services in a rapidly changing commercial and consumer environment,” said Jenni Deslandes, CEO of Loaded Technologies.

Recognised by leading market analysts as a CRM visionary and innovator, Sugar is deployed by more than 2 million individuals in over 120 countries and 26 languages. Aimed at both small and large organisations, Sugar claims to have low, predictable pricing, with no hidden fees.

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