10

JD Edwards Upgrade Envy!

26

How to Create Strong Employee Engagement

37

Breaking Down Silos for Better Customer Engagement

INSIDE THIS ISSUE:

FUSION5 ACQUIRES MYWORKPLACE SOFTWARE PAGE 19

Issue #21 | 2015

APPROVALPLUSCutting costs in procure to payPAGE 14

Business Applications

4

Following a two year period of business consolidation where we focused on processes, people and systems, as well as leveraging all the investments we have made, we are now poised to grow and take on new opportunities.

On October 1 we acquired the assets of MyWorkplace, a leader in workforce management solutions for medium to large businesses. MyWorkplace is an excellent fit for our HCM Pillar and will add significant value to our business and to our customers. With this acquisition more than 100 new customers come across to Fusion5 as well as a team of highly skilled, specialist consultants in Melbourne and Sydney. The workforce management space is very active as customers look to optimise business processes and improve their bottom lines. More information on MyWorkplace can be found in the HCM section of this magazine.

We have also grown our NetSuite practice significantly. A market opportunity recently presented itself and, over the space of a few weeks, we have added another 6 people to our Australia / New Zealand team. NetSuite is the leader in Cloud ERP solutions and, with over 24,000 customers, has achieved considerable global success. With a wide solution set including ecommerce, it’s perfect for start-ups as well as mature businesses. We’re seeing customers outgrowing Xero and MYOB and moving to NetSuite. We’re also seeing many customers moving from older on-premise solutions such as SAP and Infor to NetSuite to take advantage of more nimble, technology-light solutions. As well, we also have some Tier 1 ERP customers deploying NetSuite as a preferred option for their global subsidiaries.

From an R&D perspective we continue to invest heavily in our range of Industry Solutions including Student Management, Grant Management, Training Providers, Insurance Brokers and Membership Management. Ramping up sales activity across these solutions is a major focus for 2016.

In addition, we continue to invest in Jemini, our new generation payroll / HR solution, and expect to have a number of foundation customers on Jemini later in 2015. We haven’t disclosed too much about Jemini as it’s a significant game changer in this sector, however we’ll be on the road shortly to update the market and our customers.

Welcome to our new Infusion Magazine; we hope 2015 has been tracking well for you. We’ve certainly had a very busy year; we’re seeing lots of activity within our customer base, especially in Australia, and we continue to win many new customers across the range of solutions we offer.

WELCOME TO INFUSION. . .

Business Applications

Another key milestone for 2015 has been the establishment of our Australia / New Zealand Customer Centre, together with a full implementation of HEAT software and the launch of our Connect program of customer insight sessions, training and events. We’ve had more than 400 customers attend our sessions since Q1 this year and we’re very pleased with the uptake. Our customers are sending us great feedback and many suggestions for new topics in 2016.

One of the real highlights this year has been engaging with customers about solutions and processes that are outside of our traditional conversations. Our ERP customers want to know about the customer experience, our payroll customers want to know more about our ERP offerings, and our HEAT customers are learning the breadth of what we have to offer. Our business is evolving and we know how important it is that we add real value to our customers; the conversations we have today need to show a meaningful return. We like this focus, it means we have to provide more thought leadership and more innovative solutions.

We hope 2015 has been a great year for you. We’ve really valued and enjoyed the opportunity to provide solutions and services to all our customers and we look forward to stepping up even further through 2016.

If you would like further information on any aspect of our Magazine then please feel free to contact us anytime.

HELLO!

Rebecca Tohill Chief Executive Fusion5 Australia / New Zealand

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ERP

7 Update

8 ERP Snippets

10 Upgrade envy

11 JD Edwards EnterpriseOne release 9.2

12 Why the cloud?

14 ApprovalPlus Update

15 Hunter Douglas

16 Quick chat: Eileen Downing

ENTERPRISE RESOURCE PLANNING

6

42 STAFF INTERVIEWS

SOLUTIONS

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CONTENTS

INFUSION | Issue #21 | 2015

CUSTOMER EXPERIENCE

CX

33 Update

34 Delivering better customer engagement

36 Oracle CX cloud

37 Breaking down silos for better customer experiences

37 Skinny case study

32

HUMAN CAPITAL MANAGEMENT

HCM

19 Update

20 MyWorkplace Aquisition

22 HCM Snippets

23 User Group

24 Business Intelligence

26 Onboarding: The first steps

18

CUSTOMER RELATIONSHIP MANAGEMENT

CRM

29 Update

30 New user experience for Pivotal CRM

31 Quick chat: Bruce Horsley

28

IT SERVICE MANAGEMENT SOLUTIONS

ITSM

39 Update

39 ITSM Snippets

40 QUT wins industry award

41 So what is ITL all about?

38

4

NEWS

SINCE OUR LAST ISSUE…

» We’ve attended Oracle OpenWorld, one of the largest showcases globally, and gained great insights into upcoming Oracle solutions and JD Edwards ERP releases

» Northpower is live on Phase 1 of its large JD Edwards project with Phase 2 on track for completion in Q1 2016

» BlueScope signed a multi-year contract with Fusion5 to upgrade and migrate their JD Edwards system to Fusion5’s Cloud5 IaaS

» Performance Education Group went live with NetSuite to manage their operations

» Scholastic Australia has selected Accellos WMS to manage their warehouses across ANZ

» Warrnambool Cheese & Butter Factory went live with RFgen at their Butter plant

» Ergon Energy went live with RFgen Warehousing and Mobility for their ABB Ellipse ERP system, including barcode scanning of stock

» Enable has selected ARCTOOLS to help them archive and purge their JD Edwards data

» Hawkins committed to rolling out Primavera for Fiji projects

» Brookfield GIS, nib Australia & New Zealand, Skinny and QinetiQ Australia have all selected HEAT 2015 software to manage IT support

» QUT won an itSMF award for service management using HEAT 2015

» The Warehouse has upgraded its Enterprise Service Management platform to HEAT 2015

» Skinny Mobile went live with HEAT 2015

» ApprovalPlus has been selected at Intercity, Mid Central Health, Hirepool and Lotto

» Thames Coromandel District Council is now live on ApprovalPlus Invoices and Purchase Orders

» QER has moved its Empower HR software to Cloud5 and engaged us to provide outsourced payroll services

» Kailis Brothers and the Department for Child Protection and Family Services are also moving their Empower HR solution to our Cloud5 data centre

» O’Brien’s Glass has chosen TimeFiler to manage their employees’ timesheet requirements

» Nelson City Council has moved their Jade Star software to Fusion5 hosted services

» Ministry of Social Development has signed up for a further two year subscription of Oracle Service Cloud, including Fusion5’s PartnerPlus premium support

» Enable selected Fusion5 and Oracle Service Cloud to underpin Customer Experience strategy

» James Dunlop has deployed the new Pivotal UX to enable web users

» PIC has gone live with Pivotal for Insurance Brokers

» Chain and Rigging has signed to implement NetSuite ERP

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• Our Connect program of training, user events and insights; we are receiving great customer feedback

• Mobile devices and applications• Training for end users; using the

software better• Differentiating services through the

Customer Experience• Knowing the customer in the digital age• Integration and technical architecture

planning • Accessibility of information for

employees and customers

WHAT’S HOT!CUSTOMERS ARE ASKING US ABOUT...

ABOUT FUSION5Fusion5 is a business applications company delivering world class solutions across key functional areas of an organisation including Enterprise Resource Management, Customer Relationship Management, Customer Experience, HR / Payroll and IT Service Management. Our integrated approach enables customers to gain their implementation and support services, across core business applications, from one key Partner.

We provide strategy and implementation services to help organisations improve their businesses. Our large teams of specialist and experienced consultants provide thought leadership and best practice consultancy to drive business value, as well as highly skilled implementation and support services to deliver core business applications.

Our services are deployed at over 600 customers and our success is recognised by our key partners including Oracle, Aptean, NetSuite and HEAT Software.

Established in late 2002, we've enjoyed rapid growth in our local markets and today we employ over 230 people in eight cities across Australia and New Zealand. Feel free to contact us if you would like to discuss any of your business’ application or technical integration needs, software licence contracts, support, or hosting arrangements.

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

6

ERP

ERPENTERPRISE RESOURCE PLANNING

UPGRADE ENVY!Why upgrading to the latest release is the right thing. PAGE 10

INFUSION | 7

UPDATE PROJECT ACTIVITY: BUSY!ERP project activity over the past few months has remained busy and rewarding.

Despite a tricky economic climate, we’ve experienced strong growth during the second half of 2015. Our ERP business is on track to exceed our growth targets with demand for our high-value services, a continuous focus on generating strong business value for our customers and a spike in demand for our solutions over recent months. We’ve received a lot of positive feedback about the quality of our service and our team’s business expertise, which has resulted in high customer and staff retention.

Along with our CRM and HCM teams, ERP has seen success in a number of business areas this year, and we expect this to continue. We are also starting to see exciting new solutions emerge.

The first of these, cloud solutions, has been growing for some time. Fusion5 has enjoyed significant NetSuite success this year, with close to ten new NetSuite sales made by our team. Along with this we have a healthy growing pipeline of opportunities in both Australia and New Zealand. This success is fast making our NetSuite team the largest implementer in the region.

Within our JD Edwards business, we've also seen a lot of Cloud success. After building our Cloud5 IaaS solution a couple of years ago, we’ve quickly grown our Cloud5 customer base to over seventy customers. Among these are a number of JD Edwards customers hosted in the Cloud. Here we manage the infrastructure, technology and applications for these JD Edwards customers as an outsourced service. There are real benefits to having a single provider manage your end-to-end JDE requirements under a single agreement.

Another area that is gaining great momentum is our ApprovalPlus Procure to Pay system. ApprovalPlus, which interfaces with document management solutions such as Kofax, Ezyscan or Converga, is a workflow solution that enables full Procure to Pay automation approval workflow integrated directly in JD Edwards and more than a dozen other ERP / Finance systems. We’ve seen a spike in demand in Australia for this solution on the back of considerable success in New Zealand.

Following the launch of our Connect series earlier this year, we’re seeing growing interest in our Customer Centre Support services. Connect supports customers to gain more from their IT solution investments with ongoing best practice advice, training and user events, all of which run throughout the year.

Finally, one of the ERP growth areas we are very excited about going into 2016 includes the success of Fusion5’s Agriculture / Food Manufacturing ERP solution, designed for food processors. Built on a JD Edwards EnterpriseOne software platform, this Fusion5 Agriculture solution facilitates the meat processing and export supply chain, and supports similar food organisations. After going live with JD Edwards at the Australian Agricultural Company (AACo) earlier this year, we have seen growing interest in our Food Processing ERP solution, a hot topic as Australia becomes ‘the food bowl of Asia’.

In addition to Agribusiness, we have several new initiatives underway and we look forward to sharing these in 2016.

8

ERP

FUSION5 WINS ANOTHER JD EDWARDS IN THE CLOUD CUSTOMER

PERFORMANCE EDUCATION GOES LIVE WITH NETSUITE

RILEY CONSULTANTS SELECTS NETSUITE ERP

BlueScope Steel has selected Fusion5 as their partner of choice to upgrade their Oracle JD Edwards ERP and the RFgen barcoding solution. This project involves migrating and hosting Orrcon Steel’s applications and infrastructure in Fusion5’s Cloud5 environment and managing the ‘stack’ from CNC and tools down to the hardware hosted by Cloud5 in Sydney with DR in Melbourne.

The migration process includes a major upgrade to the latest version of Oracle JD Edwards EnterpriseOne 9.1.5 and sees Fusion5 providing PartnerPlus application support and ongoing Managed Services for JDE and RFgen.

The Performance Education Group was established in 2006 to improve the careers of professionals in Australia who have English as their second language. Today the Performance Education Group employs around 100 team members across Sydney and Melbourne.

Performance Education was using a myriad of different systems including RTO Manager, Aussie Pay, Ezypay, MYOB and multiple spreadsheets operating their business. Having decided to replace MYOB accounting systems as it was considered not fit for purpose, Performance Education selected NetSuite as the solution of choice, with Fusion5 as partner for the delivery and ongoing support.

The implementation project was divided into two phases. The first phase was to replace MYOB with the NetSuite financial system and took 2 months to implement. Performance Education went live with NetSuite on 1st July 2015 and is currently in transition to the new system. Phase 2 will begin soon and will integrate NetSuite with PE’s other systems such as RTO Manager, Aussie Pay, Maxiplan, AMEX & Cab charges.

Riley Consultants is a successful Engineering consultancy. It employs over 75 people who have offered a range of specialist civil, geotechnical, geological and water resource services throughout New Zealand and The Pacific Basin for more than 30 years. Riley’s offices are in Auckland, Christchurch and Wanaka and their clients range from major companies to private individuals. Riley’s areas of specialist expertise include:

» Hydro schemes

» Water management

» Land development

» Infrastructure

» Resource development

» Consent review

» Forensic engineering

To replace their 21 year old practice management software and multiple spreadsheets, Riley selected NetSuite SRP (Services Resource Planning) Edition. Riley chose NetSuite because of its end to end support for the needs of an Engineering practice, its customisable dashboards and resource management capabilities. Riley was confident that Fusion5 understood their business needs and had the expertise to guide Riley through successful implementation.

Riley needed a fast implementation and went live just over 2 months after signing with Fusion5 and NetSuite.

SNIPPETS

INFUSION | 9

CLUBCO TO DEPLOY NETSUITE ERP AND ECOMMERCE TO SERVICE THE CLUBS INDUSTRY

FUSION5 PARTNERS WITH HIGHJUMP TO IMPLEMENT ACCELLOSONE AT SCHOLASTIC

ERGON ENERGY IGNITES RFGEN FOR WAREHOUSE MANAGEMENT

Recently Fusion5 won a major tender to deliver a Warehouse Management System to Ergon Energy to manage the operations at five warehouses in Queensland. We are now successfully ‘live’ with phase 1 functionality that enhances inventory and supply chain management, including RF automation technologies, integrated in real time with Ergon Energy’s Ventyx Ellipse ERP software.

The next phase is well underway, deploying mobility solutions to enable remote RF scanning and real time inventory access from any Windows, Android and iOS devices to the roaming supply officers, and ultimately implementing RFgen into all Ergon Energy depots.

RFgen extends the functionality of any ERP system to any device using any operating system and is significantly more cost effective than implementing a separate WMS or advanced warehouse module.

ClubCo has tasked a joint Fusion5 and NetSuite team to deliver ERP and SuiteCommerce Advanced in the cloud for their start-up business through a rapid deployment.

ClubCo is a new start-up entity that will provide an eCommerce platform to enable NSW gaming clubs to streamline purchasing of a variety of products like consumables, beverages and food products. The organisation has many connections within the clubs industry and is expecting significant growth going forward.

With a combined Fusion5 and NetSuite delivery team, the solution includes NetSuite ERP and NetSuite Retail SuiteCommerce Advanced starter edition. The project has been expedited and the teams pushed hard to achieve the go-live at the end of October.

Scholastic Inc is the world's largest publisher and distributor of books, magazines, educational and multimedia materials for children. Scholastic Inc has also become a major player in new media with film, TV, online services, cable TV and international licensing of creative properties.

Scholastic Australia was founded in New Zealand and in 1970 joined the Scholastic Inc international group. For many years they have been a loyal JD Edwards, RFgen and PartnerPlus customer for Fusion5. Recently a decision was made in the US to roll out NetSuite globally. The first site is Scholastic New Zealand, which is already under way, followed by Australia.

After evaluating several Warehouse Management Systems built for NetSuite, Scholastic has chosen AccellosOne as their new warehouse solution. The initial project is for 100 users with plans to double this again as they roll it out to the rest of the world. This engagement was facilitated by Fusion5 and we are now working with HighJump/Accellos as partners to implement this software within ANZ.

With over 3,000 customers Accellos is a global provider of software solutions for warehouse management systems (WMS), third party logistics (3PL), EDI, automated barcode data collection, parcel shipping and supply chain business intelligence. Accellos solutions are built on the AccellosOne platform, a modern technology platform featuring a user-friendly interface and simplified technical administration.

PERFORMANCE EDUCATION GOES LIVE WITH NETSUITE

10

ERP

UPGRADE ENVY! You may have heard the term “Phone Envy” to describe someone’s envy of another person’s latest and greatest phone! Well, the following may cause you to get “Upgrade Envy”!

By the time you get to read this article, the next latest and greatest JD Edwards EnterpriseOne Tools version 9.2.x will likely have been released. Below are a few of the highlights revealed at the Oracle “In Focus” conference we recently attended in Sydney.

Note: The JDE 9.2.x Tools Version is available for any customers on JDE Apps 9.0, 9.1 and 9.2

New in JD Edwards EnterpriseOne Tools 9.2

“Citizen Developer” is a new label being used to capture Oracle’s intention to bring UI (User Interface) personalisation to the end user.

In their drive to deliver additional access to JD Edwards content and an enhanced and customised User Experience, Oracle has, over the past number of Tools releases, added to the number of User Defined Objects. JD Edwards now boasts a toolset of 6 types of User Defined Objects (Advanced Queries, Grid Formats, CafeOne, E1 Pages, OneView Reports, and OneView Watchlists).

New User Defined Object life cycle management

JD Edwards EnterpriseOne Tools 9.2 introduces a new unified (and consistent!) life cycle management process to manage web objects (UDOs). This Tools release enables you to more easily:

• Share objects you create

• Secure objects so you can create, share, and view them

• Package objects

• Transfer objects between path codes

This new life cycle management is a huge improvement on the complex and inconsistent UDO management applications that exist in pre 9.2 Tools versions. A new “Web OMW” is introduced as part of the management of these UDOs as well as a change to the security for UDOs which now forms part of the standard JD Edwards Security Workbench.

A Simplified Upgrade (Moving from 9.0 Update 2, 9.1.x to 9.2)

The JDE application upgrade process now includes a Simplified Upgrade option for those customers upgrading from 9.0 Update 2 to 9.2. This change reduces the Modification Retro-fit time which will reduce overall upgrade time for those customers with lots of mods. This process will continue to be provided for future upgrades.

Platform support for new Operating System and Database versions

As expected, support/certification for the latest DB and OS versions have been included. Warning!!! So are the removal of older versions that will become unsupported!

As well as some great features announced in Tools 9.2, Oracle provided insights into what we can expect to see in future Tools releases. Some of the features we especially like are:

• Expanded User Id and Password enabling User Id/Password to be greater than 10 characters. This is a long overdue enhancement that many clients have been wanting and which will make LDAP/Active Directory (AD) integration a more desirable option.

• Landing Page Composer (E1 Page visual creator). How long have we been looking for this! A visual GUI Page Composer for E1 Pages! This new user tool should give life to the adoption of E1 Pages! We can’t wait for this capability to be delivered!

Mobile and Internet of Things

There seems to be a lot of buzz from Oracle about “Mobile” and “IoT” (Internet of Things). Oracle is talking about both Wearables (Wearable Mobile devices) and Nearables (proximity detection/data collection).

The Internet of Things is the transformational interconnection of devices and sensors, such as machinery and appliances, with mobile and enterprise hardware and software to create a new breed of applications. These applications integrate the physical and software assets to provide a quantum shift in optimising business processes. IoT is all about the automated capture and processing of data from any device and/or sensor into JD Edwards. This could be data from electronic meters or GPS information from mobile assets that would in turn be used to trigger business processes such as Work Orders.

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The new Tools 9.2 builds on the solid base delivered in Tools 9.1.5 which, as a reminder, includes all of the following:

Alta

• New modern look and feel web

• The new standard for all Oracle

Applications

• Native support for IE11

Recent Breadcrumbs

• Preserved from session to session for user specific history

• Provides quick access to recently run applications

• Increase productivity by simplifying menu navigation

Simplified UI Navigation (Kiosk Mode)

• Designed for casual or infrequent user who relies on pages for navigation

• Removes extra features from the UI such as menus and carousel

• Better touch screen design

Tools “Web Only” Maintenance Packs

• Deliver Web and UI and Mobile Interface updates easily and with less technical impact and therefore less testing which allows customers to upgrade tools more frequently.

Behind the scenes

• Redesign of package build process to reduce the time to build and deploy packages

Mobile

• Oracle is committed to Mobile application delivery. The latest Tools releases deliver on this promise by providing a mature mobile development framework, development and deployment tools and management architecture

• Oracle is also committed to multi OS/platform support, delivering mobile applications for iOS and Android

As this Magazine went to press we received an update from Oracle that JD Edwards EnterpriseOne release 9.2 applications has been announced. Oracle has provided the following information on new or enhanced modules delivered with this 9.2 release.

JD Edwards continues to invest in functionality that creates a competitive advantage for customers in our focus industries. JD Edwards EnterpriseOne 9.2 delivers new strategic products for the projects, consumer goods, and manufacturing and distribution industries. Highlights include:

Advanced Job Forecasting provides key capabilities for project-focused industries, such as engineering and construction, to prevent cost overruns due to lack of detail forecast visibility and to provide more accurate cast flow management throughout the project lifecycle. Advanced Job Forecasting provides project managers with significant new capabilities to capture and audit the expected detail labour and material expenses remaining on a project. The forecast can include anticipated material quantities and material cost changes as well as specific skill sets and pay levels required for remaining job phases. This new product provides several new forecast calculation methods and the ability to create user-defined calculations. Furthermore, users can save and compare multiple forecasts (what-if scenarios) and store audit trails of forecasted versus actual factors.

Outbound Inventory Management optimises inventory performance and significantly reduces business complexity for suppliers in the consumer goods, manufacturing and distribution industries providing vendor-managed or consignment inventory services for their customers. Outbound Inventory Management manages the complete VMI/

Consignment lifecycle from defining agreements through ordering, shipments, invoicing and replenishments, supporting stronger customer collaboration, reduced customer stock-outs, and improved forecast accuracy. These capabilities result in increased customer loyalty—which translates into improved supplier profitability.

JD Edwards EnterpriseOne Rental Management provides strategic visibility into inventory and equipment availability and supports high levels of customer service while effectively managing revenue and expenses for each rental contract. Rental Management has been enhanced to support more complex global business requirements as well as process automation and simplification.

JD Edwards EnterpriseOne Work Center Load Review Calendar provides daily, weekly, and monthly calendar views of scheduled work center resources with a real-time view into remaining available capacity. The application displays over and under-capacity conditions in an intuitive graphical format and provides drill-down options to make scheduling adjustments, update work orders, and support planning. This information enables production schedulers to make scheduling decisions and changes more quickly and easily.

One View Financial Statements is a new feature of the One View Reporting for Financials module. This feature allows financial system end-users to create financial statements such as balance sheets and income statements, through a very user-friendly application interface. Pre-built content and case studies will accompany this feature to enable users to quickly come up to speed on the functionality.

ANNOUNCING JD EDWARDS ENTERPRISEONE RELEASE 9.2

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12

ERP

Starting at the first layer of a cloud architecture is the Infrastructure. In an IaaS (Infrastructure as a Service) model, a third-party provider hosts hardware, software, servers, storage and other infrastructure components on behalf of its users. IaaS providers also host users' applications and handles tasks including system maintenance, backup and resiliency planning.

This approach offers a set of core infrastructure capabilities like elastic compute and storage to provide customers the ability to run any workload in the cloud. The cloud platforms offer highly scalable resources that can be adjusted on-demand. Other characteristics include the automation of administrative tasks, dynamic scaling, desktop virtualisation and policy-based services.

WHY THE CLOUD….IAAS, PAAS AND SAASCloud software or cloud services is no longer something for the future; it is here now and used widely throughout both large and small organisations. But what is Cloud; is it software, services, a platform or a data centre? The answer is that it’s all of these!

Providers in this IaaS space include Oracle, Amazon Web Services (AWS), Windows Azure, Google Compute Engine, Rackspace Open Cloud, and IBM SmartCloud Enterprise.

The next level of the cloud is PaaS (Platform as a Service), possibly the most important part of any cloud offering. The reason here is that no matter what application you buy, it will never meet 100% of your requirements. With on premise applications this can mean customisations which often lead to complex integration and steep ongoing upgrade costs.

PaaS provides a cloud platform to build your extensions to the standard cloud product. You can build using the latest tools without the cost of implementing them. Upgrades to platform tools are also no longer your problem but are managed

by the provider. We’re not saying you can get away scot free! You still need to test your add-on builds, however this is a much less intense and costly process than for instance a historic ERP upgrade with customisations.

Gartner says that the fundamental appeal of PaaS is the opportunity for software vendors and IT providers/departments to create new software solutions with minimal capital expense and without the hassle of provisioning and configuring the underlying infrastructure. In addition, PaaS offers the SMB market the chance to take advantage of some state of the art enabling technologies they otherwise could not afford. Finally, the popularity of SaaS (Software as a Service) also drives the adoption of PaaS for extension and integration of the cloud-based applications.

It’s worth noting here that PaaS takes many forms. Gartner has recently separated out iPaaS to differentiate Integration Platform as a Service (think SOA capability in the cloud) and PaaS for SaaS which is centred on development tools for extending your SaaS solution. Oracle has an extensive toolkit in the PaaS space that includes an advanced Integration Cloud Service (ICS) and a Process Cloud Service (PCS) to name but

ERP

INFUSION | 13

two of a dozen. With ICS you can take best of breed applications, either cloud or on premise, and connect them using a drag and drop dashboard. With PCS you can collaboratively model business processes, design forms, model decisions, and implement and deploy a process application. Competitors in the PaaS market include Salesforce, NetSuite, Amazon, Google, Microsoft, Red Hat and VMware.

Now we get to the final layer, SaaS; the ability to purchase ERP, CRM, HCM, SCM and other applications on a subscription basis. Instead of installing and maintaining software, you simply access it via the Internet, freeing yourself from complex software and hardware management. SaaS customers have no hardware or software to buy, install, maintain or update. Access to applications is easy, you just need an Internet connection.

Because of the way SaaS is architected, personalisations are unique to each company or user and are always preserved through upgrades. This approach gives the ability for each user to easily personalise applications to fit their business processes without affecting the common infrastructure. This means SaaS providers can make upgrades more often,

with less customer risk and much lower adoption cost.

NetSuite has one of the more comprehensive ERP offerings in the cloud, whilst SalesForce is practically a household name in the CRM space with a ‘by the way if we don’t have it we’ll build it for you' attitude. Workday, meanwhile, has a stronghold in the HCM market. What none of these providers have though is a focus on IaaS.

Oracle, however, provides IaaS and uses their own leading IaaS to underpin their SaaS. Likewise Salesforce has a proprietary PaaS language but you can easily argue that it’s not their primary market. Again Oracle has leading products in their stable that make up their PaaS. No other provider covers all three pillars of the cloud in such a way.

Oracle has also taken a different approach by developing all of their cloud modules such as sales, service, financials, procurement, etc. as best of breed applications that can, by the way, all be clipped together using ICS.

So why cloud? Because it offers a cost effective way to have access to technology advancements as they happen in a managed environment. Cloud gives businesses the freedom to talk business

and not be constrained by an IT team that can’t go at the pace the business needs to stay competitive. With cloud you can personalise your applications to show you what you need to know in easy to view formats and you can add your personal information requirements without customising the software in a way that causes prohibitive upgrade costs.

Really, it’s a matter of why not the cloud.

INFUSION | 13

14

ERP

As the fast food industry has a large staff churn we are making some subtle improvements to ApprovalPlus to make it even easier for staff to carry out the transactions correctly.

ApprovalPlus is now live at three new customers:

• Sanford Fisheries implemented Kofax, ApprovalPlus Invoices and Purchasing to help control the procurement and approval of supplier invoices, particularly around the stocking of their vessels before heading out for fishing trips, and in the general day to day running of the organisation.

• Claymark is a manufacturer of wooden wallboards, mainly destined for super-stores in the USA. Claymark implemented ApprovalPlus together with Kofax to automate and control spending across their organisation.

• Thames Coromandel District Council, a long time JD Edwards customer of Fusion5, had been considering ApprovalPlus for many years. TCDC finally decided to go to market for a procure to pay solution and selected ApprovalPlus. The implementation started straight away, and we were up and running and live all within 6 weeks.

2015 has seen another busy year for ApprovalPlus with several new sales to Thames Coromandel District Council, BCITO, Intercity, Mid Central Health, Hirepool, Lotto, Green Cross Health and Burger King. These sales reflect the diverse nature of the ApprovalPlus customer base, with user numbers ranging from 20 to 800, and around 20 different finance systems connected at more than 50 major customers. Organisations running ApprovalPlus across Australia and New Zealand represent all industries including Government Departments, Utilities, Retail, Distribution, Transport, Local Government Bodies, Not for Profit Entities, Fisheries and Forestry.

The partnership between Konica Minolta and Fusion5 has also gone from strength to strength with several new customers implemented this year, and several more projects currently underway. New customers are enjoying the benefits from a combined project of Kofax OCR and ApprovalPlus systems working together to make things better for customers.

What’s next? We are busy working on Version 4 of ApprovalPlus; a new look and feel, and

a new way to access the system via the Internet on Tablets, iPads and from the Cloud if desired. This version is due in the first half of 2016, a little later than expected due to busy workloads on projects.

Recent ApprovalPlus SuccessesJuly was a big month for sales of ApprovalPlus, with three new customers signed – Lotto, Green Cross Health and Antares Restaurant Group. All sales were made in partnership with Konica Minolta and include their market leading Kofax OCR system.

Lotto is a relatively small implementation with less than 50 users, however it’s significant in that we will be creating a new module to interface ApprovalPlus to the SAP Stock system. In doing this ApprovalPlus will manage the purchases of the new Counters and Fittings you see at the Lotto Shops.

Green Cross Health, which includes the Unichem and Life Pharmacies, have a large volume of invoices to process. Green Cross Health went to market for new printers, copiers, scanning and workflow solutions to look after the running of their organisation. Konica Minolta partnered with us to win the RFP against some very enthusiastic competition.

Antares Restaurant Group is not a name many of you will have come across, however they run the Burger King chain. ApprovalPlus will be used at all of the stores to help them manage the purchases and services to keep the stores running, such as raising a purchase order to get maintenance technicians in to repair their chip fryer.

CUTTING COSTS ACROSS PROCURE TO PAY‘The common thread we are seeing is the desire to tighten controls and make processes more efficient, with everyone being asked to do more with less budget.’

ERP

HUNTER DOUGLAS AUTOMATES INVOICE APPROVAL PROCESS WITH APPROVALPLUS

Hunter Douglas is the market leader in window coverings worldwide. In 1946 the founders of Hunter Douglas invented what was to become the Venetian Blind, and gained significant market share for window treatments across the USA and Canada. This success saw rapid demand for Hunter Douglas Venetian Blinds and in 1953 the Australian arm of Hunter Douglas was formed; they have been manufacturing window treatments in Rydalmere, Sydney ever since.

Hunter Douglas now employs 300 staff in Australia, process around 21,000 supplier invoices a year and utilises ApprovalPlus Invoicing and Purchasing modules interfacing with their JD Edwards ERP system.

Sammi Wu, Finance Manager at Hunter Douglas says “The key to the success of ApprovalPlus at Hunter Douglas is the simplicity of the system. Although the system has a lot of options and many great features, the complexity is taken away from the users, and they find it easy to learn and use.”

As well as the processing of invoices and authorisation for payment, one of the key benefits Hunter Douglas users appreciate is the ability to find information on transactions, both with the search function and reporting provided with ApprovalPlus. “The reporting function is great, it allows you to customise or create reports to suit your user’s needs” Sammi says.

Prior to implementing ApprovalPlus Hunter Douglas operated as many companies across Australia and New Zealand do – they pushed pieces of paper through the organisation for coding and approval, then pushed them back

to finance for keying into the finance system. Although the paper pushing worked, it created ongoing problems such as lost invoices, late payments, lack of information at month end for accruals, and wasted staff effort that was inherent in a manual process. Now invoices flow around the organisation electronically and are matched to Purchase Orders where appropriate. Invoices are visible during and after the process and are processed much more efficiently, meaning that payments are made on time, significantly reducing inquiries from suppliers.

Sammi goes on to describe another issue with a manual method of approving invoices “The other major drawback with a manual system for processing invoices is that the controls just are not there. Paper processes may have a signature to authorise, but the AP team needs to be handwriting experts to determine who it is and if it is their signature, people get GL codes wrong all the time, approval is generally after the event, and the audit trail is terrible in a paper-based process. With ApprovalPlus every transaction has each action logged, every Purchase Order or Invoice is approved by the appropriate staff member, and there is more control on who can buy what and where they are coded”.

If you would like to find out more about ApprovalPlus and how it can make processing your supplier invoices more efficient and give you more control, head to our website www.approval-plus.com or get in touch with Bevan.Wright@Fusion5.co.nz and organise a demonstration of ApprovalPlus to your team.

Do you know what it costs to manage invoices in your organisation?The cost of processing an invoice for an organisation in Australia or New Zealand is estimated, in staff time and other direct costs, to be between $3 and $40 per invoice. This cost takes into account time to shuffle the paper (open envelopes, pass to mail systems, file, recover from files, enter into the finance system), direct costs such as printing, postage, filing systems, courier costs, and other harder costs to measure such as the time business users needing to code and approve the documents or time they spend when needing to see an old invoice.

Our ApprovalPlus team works with customers to make the process more efficient and help drive down the costs of processing invoices from the $40 range to closer to the $3 cost. When you are processing thousands of documents per month, a small per document saving soon adds up.

“No more manual invoices”Samni Wu, Finance Manager

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16

ERP

Tell us about your role at Enable New Zealand?

I’m the Business Services and Information Systems Manager. This role sits within the senior management team and holds responsibility for the organisation’s compliance and governance requirements, including development and maintenance of the information systems technology and infrastructure to support the requirements of the Operations aspect of the organisation.

What do you enjoy about working at Enable?

I feel very humbled to be a part of a team that is really making a difference in the lives of the disabled person. Enable New Zealand exists to provide services so that the disabled person can live everyday lives in their community. We are the leading provider of disability equipment and services in New Zealand and work extremely hard to ensure people with disabilities receive timely equipment and modification services. We pride ourselves on our customer service and work hard to ensure that available funds are spent in the most fiscally responsible way. I am part of a management team who are all passionate about our cause and the services we provide, all staff that work at Enable New Zealand know they

Quick catch up with…

Business Services and Information Systems Manager, Enable New Zealand

Eileen Downing

are making a difference and assisting in enriching another life.

What changes are you seeing in how customers want to deal with you and how are you adapting to fit these expectations?

Our customers are very aware of the timeframes involved in assessment and equipment or housing provision. The requirement to reduce these timeframes has been a key factor and has been foremost in our thinking over the last year. As providers there has been an increased emphasis on creative thinking and flexibility. We have introduced cloud services; enabling the completion of service requests at the time of assessment directly in the client’s homes. These services, when interfaced with JD Edwards, have enabled provision of “same day service” reducing the wait time for the client significantly. We have also introduced integration across three different systems, and individual vendors supporting provision of data sharing to reduce waste within the process.

What are the current projects you are working on with Fusion5?

We have several key projects on the go with Fusion5 currently; continuation of

process integration with the ecommerce cloud platform and our JD Edwards system has interfaces and web services for data streams requiring development. We have a version upgrade to JD Edwards in our annual planning for this fiscal year, therefore as the first stage of this, we are looking to archive data. Fusion5 has been supporting us with an archiving strategy and provision of Arctools for this rather daunting task. We have been using JD Edwards since 2007 for all financial, sales, purchasing, and inventory transactions so currently have no idea as to the volume of data to be archived. The JD Edwards systems administrator has what she terms her favourite technical term for large data, being ‘heaps’ so no doubt we will find out the size of it soon enough. We are also implementing Oracle’s Service Cloud (RightNow) CRM system to support our Customer Service Centre, with sales and implementation support from Fusion5.

How will these projects change or enhance your organisation?

Integration with JD Edwards has cut waste from processing and introduced efficiencies through the removal of manual keying, which has allowed staff to focus more on service provision as opposed to being transactional

INFUSION | 17

focused. Again this has greatly reduced the timeframes for service delivery. The JD Edwards archiving and upgrade are required to keep up to date with technology and make best use of the newer features being delivered, and the CRM system will shift the focus from telephone calls to on line queries and on line responses. The cost and time savings we recognise will be significant and this service will ultimately enhance the customer experience in dealing with our organisation.

How did you choose Fusion5 as your implementation and support partner?

Fusion5 has been with Enable New Zealand prior to my arrival, I would say for the past 10 /12 years. During this time there has been a strong relationship developed starting with the initial implementation of JD Edwards, the modifications and the online design with Web services and ongoing support.

The service provided has always been excellent and of a consistent quality and standard that we appreciate. Consultant product knowledge is excellent and when required the team is very responsive.

What keeps you awake at night?

Oh, this is a difficult question as it does depend on what’s happening at the time. I often wake and recall a problem, sometimes I may have a bright idea to resolve it so I am one of those people who has a notepad by the bed and once I have written it down then I can sleep. There are times the bright ideas don’t come, however I am usually able to get past it… or I am asked to turn the light out.

When it’s time for a holiday, where do you go?

I have a daughter, son in law and two grandchildren in the UK so that is my destination of choice, however if I’m not

able to get to the UK then it’s difficult to beat a sunny spot camping with a good book at a beautiful beach in New Zealand. Golden Bay in the top of the South Island is beautiful in the summer, as is Coopers Beach in the North.

18

HCM

HCMHUMAN CAPITAL MANAGEMENT

MYWORKPLACERead about our complete personnel management solution. PAGE 20

INFUSION | 19

OUR HCM BUSINESS CONTINUES TO FOCUS ON VALUE -ADD SERVICES AND PRODUCTS FOR CUSTOMERS.

Whilst many of our customers are adding value to the HR side of their systems, we are experiencing a very high demand for attendance and rostering management services, advice and products. This focus appears to be on tangible value, dollar savings and efficiency wherever possible given the current climate.

With more than a dozen new Rostering and Attendance projects across Australia and New Zealand so far this year, it’s been rewarding to work closely with new and existing customers to deliver great projects.

To ensure we cover all customer needs in the Rostering and Attendance space, we have recently purchased MyWorkplace, a Rostering and Attendance solution used by a number of our customers already. Purchasing MyWorkplace allows Fusion5 to offer another solution with complementary functionality to products like TimeFiler.

Having a range of product offerings in the Rostering and Attendance market offers choice and ensures we can meet all the different requirements of our customers in this complex space. As many customers will know, not all Rostering and Attendance solutions are created equal.

UPDATE ROSTERING AND ATTENDANCE GROWTH

FUSION5 ACQUIRES MYWORKPLACEWe continue to grow our Human Capital Management (HCM) capability with the purchase of MyWorkplace.

MyWorkplace is a market leading comprehensive workforce management solution designed for medium to large businesses. Established in 2001, MyWorkplace has developed, implemented and supported critical technology to streamline workforce management processes and reduce costs for over 100 customers across Australia and New Zealand.

We’re really proud to now own this product and to have the ability to work closely with our new customers. We’re also looking forward to executing many of our own ideas in the Rostering and Attendance management space.

There are many synergies with MyWorkplace and our Empower-HR product; namely they use the same technical platform, they are integrated, and we already host some customers in Cloud5. Going forward there are great opportunities to work closely with MyWorkplace customers to introduce Empower-HR and other Fusion5 products and services. We will also roll out programs like Connect and other unique Fusion5 services as we engage further with our new customers.

We are very excited about this acquisition. The MyWorkplace solution will help HCM grow its capability and strength in the Rostering and Attendance management arena, adding to the list of products we already sell and service, such as TimeFiler.

HCM

• Optimisation of work rosters to support your operations

• Planning of employee attendances and absences

• Implementation of awards/EBAs

• Validation of a profile of your business operations

• Control over access to your work premises

MYWORKPLACE, THE COMPLETE PERSONNEL MANAGEMENT SOLUTION

Our MyWorkplace team provides a point to point solution from expert advice, software, hardware, and implementation, to training and support. We recognise that each organisation operates differently so we work closely with each customer to develop a solution unique to their specific needs that will improve the way they do business.

MyWorkplace gives customers access to up to the minute, accurate information on employee activities throughout their working day. It empowers managers with vital information to manage the most important resource for any organisation… people. Importantly, it enables proactive rather than reactive management to achieve a more profitable outcome.

20

• Monitoring of employee needs and development to enable a skilled and utilised workforce

• Costing of hours to functions and/or jobs

• Registration of, and action in response to, safety incidents

FAR BEYOND BEING A TRADITIONAL ‘TIME & ATTENDANCE SYSTEM’, MYWORKPLACE ENABLES:

MyWorkplace labour costing is a real time costing system that monitors and records time worked on a particular job, cost centre or activity. Historical data can be retrieved at the push of a button that can be used for more accurate job costing analysis and more accurate estimates when tendering. In addition, MyWorkplace provides comprehensive reports that pinpoint production areas for improvement, efficiency and cost control.

The MyWorkstation module takes labour costing and recording to the next level. It enables customers to create a blueprint of their operations, identifying workstations involved in the supply of services and/or the manufacture of products. Details regarding the capabilities and capacity of business operations are captured and used to assist in the development of work rosters and employee skill requirements.

Darrell Lea Chocolate Shops"I must thank you and your team for the professional and efficient way you do business. The documentation we were given was far superior to any documentation received on implementing any previous payroll related software packages. I would definitely give MyWorkplace a 5 Star rating."

Narrell Warrad, Payroll Manager, Darrell Lea Chocolate Shops

Cerebos Australia"We have just implemented My Workplace. It was very easy to use and the implementation went very smoothly. I am finding that it has cut down my daily workload considerably and is much more accurate than our previous system. The staff at My Workplace are wonderful - they know what customer service is all about. I would have no hesitation in recommending the product and the wonderful service. "

Gayle Conroy Payroll Manager, Cerebos Australia

Pacific Brands"We chose the MyWorkplace product for two main reasons; firstly, we believed the functionality in the system was ideally suited to our business needs and represented the most cost effective way of meeting those needs. Secondly, the reputation of the people involved in the company is well known to Pacific Brands and we were comfortable that they would deliver on their promises of product and on-going support."

Karen Stone, Payroll Manager, Pacific Brands Services Group

Orora Business Systems"Amcor Business Services, now Orora Business Services replaced its Kronos implementation with MyWorkplace some 4 years ago. The system has been live across all of our sites for over three years and we are very happy with the way it is working for us. The feedback from the sites is also positive with the simplicity of use being a major plus. We would be happy to recommend MyWorkplace."

Peter Munro, Orora Business Systems

The Wrigley CompanyThe My Workplace solution was the best solution for Wrigley for a number of reasons:

» The system was a lot easier to use than other systems

» We believed they were in the best position to cater for our complex award rules

» We found that they were very knowledgeable and experienced with T&A

» In our dealings with them they behaved with integrity and always responded quickly to requests

» They were also very competitive on price.

Matthew Woodbury, Business Analyst, The Wrigley Company

MyWorkplace rostering retains data on the skills of the employee as well as their preferences. This ensures that the appropriate skilled people are being rostered. MyWorkplace enables required manning levels for roles to be defined for 'seasons' or applies date effectiveness; it also allows monitoring of hours allocated to employees for nominated periods, thus enabling an even allocation of work hours to employees. The rostering module also helps identify 'rostering holes' and over allocation of resources and ensures appropriately skilled employees are allocated to roles.

MyWorkplace can help accurately monitor labour utilisation over the entire enterprise, allocate labour resources more cost effectively, identify areas of inefficiency, achieve 100% reconciliation of labour and payroll costs, and help reduce the administrative burden.

22

MICHELIN AUSTRALIA PAYROLL SERVICES FOR ALLIED TELESIS

DEPARTMENT OF CONSERVATION NEW ZEALAND

PACIFIC STEEL PAYROLL MIGRATION TO JADE STAR

METROPOLITAN CEMETERIES BOARD LIVE ON EMPOWER

The Metropolitan Cemeteries Board (MCB) is a self-funded, statutory agency of the West Australian Government that provides crematoria and burial services to the Perth community. The principal office of MCB is located at Railway Road, Karrakatta with five other offices spread throughout the Perth inner and outer metropolitan areas.

Operating with approximately 160 staff, MCB required a fully integrated Human Resource and Payroll Solution to support its operations. The first phase of the project focused on basic Human Resource information and Payroll. The second phase of the project will be focused on Attendance management, Performance Management, Learning & Development and Workplace Health and Safety.

The Metropolitan Cemeteries Board has gone live with the first phase of their Empower implementation.

Fusion5 welcomes Michelin Australia VIC as a new Empower Payroll and Human Resources customer. Michelin Australia is an importer and distributor of passenger, commercial, agricultural, industrial, bicycle and aviation tyres and is the primary Australian operating subsidiary of the France-based Compagnie Générale des Établissements Michelin SCA (Michelin), one of the world’s largest tyre manufacturers.

Michelin was initially focused on a simple and effective payroll solution and longer term was looking to the ability to grow further into the Empower-HR solution.

Since initial discussions in Melbourne in October last year we’ve had good engagement with the business about the benefits of moving them from their current outsource provider, Affinity, to Empower-HR. Michelin has now gone live and is successfully running Empower-HR hosted on our Cloud5 platform.

Allied Telesis is a Christchurch based organisation developing a number of technical and software solutions across a broad range of industries. Allied Telesis has been a MYOB PayGlobal customer for many years initially running the system in-house and managing the payroll themselves.

After some time Allied Telesis moved to use PayGlobal’s Payroll Services, and more recently decided to move to Fusion5 for these payroll services as they were looking for a fresh approach and local service. As we offer support and payroll services for MYOB PayGlobal we were able to offer a compelling reason to change support and payroll providers.

Department of Conservation (DOC), an existing Jade Star customer based in Wellington, is a Government Department with over 2500 employees across the country.

The work performed by DOC is vast and varied, focusing on the sustainability of the New Zealand natural environment; some staff work in the remotest and most unusual places like volcanic islands!

As a long term Payroll and Human Resources software provider to DOC, we’ve worked closely with DOC to replace the current Electronic Time Sheet Recording system which is at end of life.

The new system, TimeFiler, integrated with Jade Star, will provide the Department with greater efficiency and workflow automation and will also provide the ability for the remotest of users to access the system successfully over the web.

Longer term, the technology provides a platform for tablet access to the system by all users at DOC.

NZ Steel’s parent company BlueScope acquired Fletcher Building’s Pacific Steel Group in June 2014.

NZ Steel operates the Jade Star payroll system and, as part of the merger, Pacific Steel’s payroll system, CHRIS21 become redundant with current employee and payroll information transferring to our Jade Star solution. The payroll migration was one of the critical milestones to be achieved by June/ July 2015 for NZ Steel.

SNIPPETS

The project encompassed more than just payroll; it included interfaces from the ADI time and attendance system, SAP finance and Gallagher security software.

We were also asked to project manage all third party vendors including the payroll migration, which in itself was a significant undertaking. Pacific Steel Group went live on time and on budget in June 2015.

INFUSION | 23

USER GROUPS

Great participation at recent user groups Fusion5 recently conducted a series of user groups across Australia and New Zealand.

Most of our locations showed an increase in attendance and our customers enjoyed interacting with each other. Our Western Australia customers enjoyed getting together so much that they have now arranged their own user group between the Fusion5 run events. Our Wellington customers also do this. The benefits of our customers interacting and learning how each other are using their systems is invaluable. A wide range of topics were covered and at each User Group location the discussions varied.

The topics that generated the most conversation were Organisational Charting, Performance Management, HR Metric Reporting and OnBoarding. Fusion5 spent time discussing how we work with our customers in these areas with the tools they already have or additional modules that can be purchased and implemented.

Many customers are also looking to integrate their best of breed HR solutions, as well as start User Identity projects with their core employee data in Empower HR, Jade Star and PayGlobal.

A huge thank you to customers who hosted these events on their premises.

"Very useful morning - Thank you" - Constellation Brands NZ

"Jemini looks very exciting, good balance of topics" – KiwiRail

"Good to know what people in other organisations are doing for similar issues & having run through of options" – Plant & Food Research

"Was really impressed by the knowledge of the F5 staff on their customers. The session felt much more personal and was tailored to reflect this." – Z Energy

"Value added, walked away with ideas" – Z Energy

PAYROLL SERVICES FOR ALLIED TELESIS

24

HCM

To support that ambition, organisations need to monitor and act on trends across multiple facets of their people management practices – recruitment, learning and development, performance management, workforce utilisation, occupational health and safety, compliance and risk management, payroll and leave management, rostering, and time and attendance.

Businesses need the ability to collate, analyse and act on the data generated from its HR operations. Without the ability to report on and understand the impact of your current HR practices, how can you hope to improve them?

A lack of access to BI technology and supportOur customer research indicates that Fusion5’s HCM customers are very well positioned on the BI front, with the HR industry as a whole lagging behind many other business functions when it comes

to the adoption of BI technology, despite the proven benefits.

A recent report compiled by BI analyst firm Ventana Research – Workforce Analytics and Business Intelligence: Understanding and Improving Workforce Performance – revealed that most large organisations are not getting full-value from their human capital because their HR department does not use BI and analytics software for employee metric reporting.

Of the 298 survey respondents, few indicated they used workforce performance analytics and those that did were generally dissatisfied with the capabilities of their current solution.

The report also showed that many HR professionals placed in charge of managing workforce-related analytics and metrics lacked the support and skills necessary to undertake the role. Only half of those surveyed said they possessed the skills, training and expert

assistance required to generate the reporting and analytics necessary to monitor workforce performance.

And over 50% of HR professionals surveyed could not even access the workforce metrics for which they were responsible, with 28% lacking any access to key workforce metrics.

Lack of timely access to workforce metricsAs companies, objectives and available data change, so too should the HR metrics and associated benchmarks that organisations track.

As such, over one-third of surveyed companies unsurprisingly reported updating their workforce metrics four or more times a year. Respondents indicated that this process took weeks or months, rather than hours or days. The vast majority of organisations were having to wait anywhere between one and six weeks. A low 14 percent of

BUSINESS INTELLIGENCE TO DRIVE COMPETITIVE AND MODERN HR PRACTICES

As job markets become increasingly competitive, and the pace of technology-driven business surges to new levels across all industries, the ability to drive more effective and efficient HR practices has never been more important.

INFUSION | 25

respondents said their company could produce the required metrics within a single day.

This inability to update HR reporting as required led the majority of survey respondents to question the validity and relevancy of the HR metrics they were able to currently track.

The HR analytics opportunityVentana Research’s findings undoubtedly paint a pretty bleak picture of the HR analytics sub-industry. More than that, it serves as a platform to highlight Fusion5’s foresight; deciding to provide easily accessible BI to its HCM Customers.

In his paper, Business Intelligence and Its Use for Human Resources Management, Professor Bhushan Kapoor of California State University found that “While many organisations are starting to use Business Intelligence in many areas of their businesses to make substantial gains, they have not taken advantage of this in [the area of] Human Resource Management.” Kapoor concluded that this was a missed opportunity: “By taking advantage of the rich features of Business Intelligence products, Human Resources can position itself as an essential value-adding department of the organisation” as opposed to “more of a cost centre.”

If you’re ready, then Fusion5 and Yellowfin are too….Despite the potential benefits, the obstacles and issues outlined in Ventana Research’s study means that HR organisations and departments face a difficult challenge to improve workforce performance.

The Yellowfin BI solution is fully-integrated into Fusion5’s Empower HR and will be used alongside PayGlobal and Jade Star where it assists our customers to report, analyse and present data in a range of formats. Yellowfin BI helps identify trends and opportunities which are fundamental to HR decision-making.

With Yellowfin we deliver a set of standard Self Service HR metric reports for HR and business managers.

Customers can add to these out-of-the-box reports by independently constructing their own reports, or engaging us to develop BI content relevant to their specific HR data and reporting needs.

to make proactive decisions that drive quality outcomes.

Our HR customers find the following Yellowfin features and functionality most useful:

• Intuitive user interface for displaying KPI reports, which facilitates Self Service BI, allowing non-technical business managers to make data-based decisions fast

• Easy data exploration with drill down, drill through and drill anywhere across multiple metrics and data sources

• Report scheduling and alert-based reporting that trigger decision-makers into action if data falls outside predefined thresholds.

Going forward we plan to use many of the added features Yellowfin provides such as:

• The ability to receive HR reports on any device or platform via native iOS and Android applications as well as browser-based delivery

• Geographical mapping capabilities that enable Customers to combine traditional business and location-relevant data for deeper insight and context, via multi-layered maps

• Collaborative features such as discussion threads, annotations and voting or polling – that empower users to proactively share insights, data and analysis to take better, fast collective action.

Yellowfin is adding significant value to our customers. If you would like to learn more, please contact your Account Manager.

• Cost-effective and seamless reporting and analytics, maintained and supported as part of Fusion5’s HCM solutions

• Gain easy-to-access dashboards and customisable, scheduled data delivery, to give end-users the data they want, how and when they want it

• Highly intuitive and 100% web-based BI that enables non-technical business users to easily analyse and act on a broad range of key HR metrics.

Why Yellowfin?The Yellowfin consumer-oriented BI platform – combined with Fusion5’s HCM technology, support services and consulting expertise – is making Business Intelligence for HR easy for Human Resource Departments.

Yellowfin was selected for integration with Fusion5’s HCM offerings because:

• It is integrated, both technically and financially, into our existing business model and HRIS environment

• It enabled our customers to deliver intuitive KPI reporting and dashboarding to empower business decision-makers to independently interpret and act on critical HR metrics

• It allows non-technical business users to quickly create insightful BI content and explore HR data via an intuitive drag-and-drop report builder and simple point-and-click Data Discovery capabilities.

ResultsThe Yellowfin integration with our HCM software solutions has enabled our HR and Payroll customers to access, develop and act on meaningful real-time reporting and analytics – across a range of HR processes and metrics – in order

26

HCM

When are your employees most engaged? Simple! Engagement is highest when you're offered the job.Think back to any new position you’ve been offered. You were excited about the new challenges that were on the horizon. You were keen to prove yourself to your new employers. You were happy and wanted to spread the news. You now need to harness this enthusiasm in your own new employees. Use this motivation to engage them from the start and turn them into top performers faster.

Maintain engagement with an awesome onboarding experienceWhen new hires verbally accept their job offer, they're 100% engaged.

Every mistake, every confusing step, every negative experience they have from this point on is going to reduce that engagement. Minimising the hurdles between offer and day one is the secret to an engaged employee.

You can even take it a step further.

ONBOARDING:

THE FIRST STEP TO STRONG EMPLOYMENT ENGAGEMENT

No doubt you’ve heard of engagement tactics such as rewards schemes, cultural shifts, and targeted training and development. It can be difficult to engage an employee who has lost interest in their work. Changing your culture is difficult; incentives, training and development are expensive.

Each step of your employee onboarding process should feel as exciting as the initial offer. Demonstrate your core values, welcome the employee to the team, and start prepping them for work to keep the buzz going.

The HROnboard experienceFusion5 is partnering with HROnboard which is a best-of-breed employee onboarding and offboarding app. The solution creates and sends job offers to candidates. It will then allow you to manage offers, automate provisioning notifications, offer acceptance, and form completion for HR.

If your new employee's offer experience is frustrating, you've already lost some of their initial excitement for the new role. A fast and headache free offer maintains employee engagement, and maintains your professional image.

Here’s some of the ways to achieve this within HROnboard that you may be able to adopt into your own onboarding process:

Send your offers electronically (and fast)Time does more than kill the excitement around a new hire. The likelihood your new star candidate receives a competing job offer increases too. Most job seekers don't just apply for one job at a time!

At HROnboard, they send out offers via email and SMS, and they can accept their offer online in a matter of minutes, keeping them engaged and eager for Day 1.

Celebrate and welcome the employeeIt’s an exciting time for both employee and employer. Celebrate it! This can be as simple as giving a welcome message from the team, a video from the CEO, a welcome gift, or even something as simple as an invitation to connect with the rest of the team on LinkedIn or Facebook.

We even like to give new employees directions to the office on Google Maps for their first day. Each of these extra steps

Here's an alternative solution: why not focus on employees who are engaged, and develop strategies to keep them engaged?

INFUSION | 27

make the employee feel welcome and reinforces their initial excitement for you as their new employer.

Be preparedWe’ve all rocked up at a new job to find we didn’t have a computer, desk, email or even any tasks prepared. Is there an easier way to kill employee engagement? The only thing worse is spending that first day filling out tax file forms and signing policies.

Missing these seemingly small preparation and provisioning steps can add up to a negative onboarding experience.

Our answer is to automate the process. HROnboard automatically completes all of the necessary government and internal forms you need to get the employee ready for Day 1. Automatic provisioning notifications are sent to Payroll for setting up their first pay, IT for setting up computers and network access, and whoever else you need to provision the employee.

You can adopt this process yourself by creating an ‘onboarding checklist’ to ensure the right people have been notified to prepare in advance.

But what about Day 2?You’ve done it. Your new hire has had an awesome onboarding experience. They’re engaged and ready to go. So what comes next?

Track it. Measure your employees’ performance! If you apply the same principles in the onboarding process to your talent management strategy, your only problem will be working out how to use all that extra enthusiasm, energy and excitement to best benefit your organisation.

To do this, you’re going to need a seamless transition from your onboarding processes into your HR system. HROnboard integrates with many systems out of the box, including the powerful (and popular) Empower-HR. The solution can also be interfaced to PayGlobal or Jade Star.

The details, forms and data the new hire puts into HROnboard during their onboarding workflow can be passed straight into Empower, Jade Star or PayGlobal, which means there’s no need for manual data entry. If you are using another payroll or HR System, then its likely HROnboard will support these as well.

With HROnboard your HR and Payroll teams won’t have delays in getting employees prepped for induction programs, performance plans, career plans and including the new employee in strategic HR decision making.

When you look back and see how happy, productive and engaged your team have become, remember - it all started from that initial excitement, that first buzz, from being offered the job.

You can find out more about HROnboard, including a 3 minute demo video, by visiting HROnboard.me or speak to Gabriella Barbara Gabriella.Barbara@Fusion5.com.au

CRM

CRMCUSTOMER RELATIONSHIP MANAGEMENT BE WOWED…

New user experience for Pivotal CRM. PAGE 30

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Upgrades, Pivotal UX, Pivotal BI and implementing new functionality has resulted in the consulting team growing considerably across Australia and New Zealand.

Our consulting team is enjoying the new work and functionality that customers are asking to be implemented. This work includes the development of new user interfaces using the HTML5 UX client to integration using Aptean’s Event Management Framework (EMF) platform.

With the merging of two of our largest Pivotal CRM customers in Australia and a number of new customers it is good to see our CRM products thriving in the marketplace.

With 2016 fast approaching, we already have a busy work program for the first half of next year. We look forward to working with our customers to share some of the exciting things we are doing with our CRM and other Pillar solutions.

Over the last 6 months the CRM team at Fusion5 has been kept busy with a number of large projects kicking off for new and existing clients. And with Christmas fast approaching (less than 6 weeks!) things aren’t slowing down.

UPDATE

UP, UPGRADE, AND AWAY!

We recently attended the General Practice Training and Education Conference held in Hobart. The GPTEC conference brings together a wide group or organisations and individuals who have an interest in the training of General Practitioners.

Our team showcased our latest version of Pivotal CRM for Regional Training Providers (RTPs). With some significant changes in the training industry for 2016, we have been hard at work enhancing the capabilities of our RTP training management system in order to support existing and new training organisations.

With Aptean’s new enhancements to the Pivotal CRM platform, we’ve been making sure these changes flow through to administrative staff, medical educators, practice managers, supervisors and registrars.

New functionality added to our RTP solution includes:

• Analytics – Our feature rich dashboard, KPI and reporting tools gives decision makers the information they need quickly and easily.

• RIDE Integration – By utilising a strong integration platform, we have built a complete and flexible RIDE integration. This feature will

PIVOTAL FOR TRAINING PROVIDERS RELEASED AT GPTEC 2015

allow RTPs to meet their existing reporting requirements together with the flexibility to adapt to future changes in reporting without complex changes to the system.

• New Web Client – We’ve brought a new web experience to all users of Pivotal for RTPs. Our new web platform works across a range of devices and browsers, giving both internal and external users access to the system when and where they need it.

During GPTEC there was a large amount of interest in the latest release. Many people were keen to gain a demonstration of the latest user interface as well as a number of more formal meetings with providers, giving them an overview of the key workflows and features.

With significant changes in the training industry over the coming 6 months, Fusion5 is able to deliver incoming providers a well-supported system that can meet existing needs as well as a flexible platform for the future, whatever it may hold.

30

CRM

BE WOWED BY THE NEW USER EXPERIENCE FOR PIVOTAL CRM

The new HTML5 client is a device responsive interface for Pivotal CRM and introduces a powerful new tool that can be deployed quickly to provide mobile users with ability to access and edit key information while they are on the road from their browser enabled device.

Earlier in 2015 Fusion5 was part of the Aptean UX beta program and we’ve recently undergone extensive training in developing and extending the platform. Our large team of consultants are now working with a number of customers preparing to deploy the new platform including rolling it out across our industry templates Smart-TMS, our RTP Solution and others.

Aptean has recently released a new user interface for Pivotal CRM known as the UX Client.

With the core components of UX being deployable in a matter of days we’re finding that Pivotal CRM users are pushing to adopt this exciting new interface. A number of customers are taking advantage of our technical consultants who are adding additional controls and features to further extend the platform and ensure that it is relevant across a wide range of industries.

The UX client is a significant step forward for Pivotal and represents the investment Aptean and Fusion5 continue to make in the Pivotal CRM platform.

Customers are seeing the fruits of Aptean’s significant investment in R&D with Pivotal being selected by ISM Inc., Customer-Centric Strategic Advisors, as a Top 15 CRM Enterprise Software Award winner for 2015-16 with the release of Pivotal 6.5 and UX.

Visualise your performance metrics QlikView BI and Pivotal

With businesses increasingly needing to quickly adapt to market changes, having the right business intelligence (BI) tool is critical to ensuring decisions are well informed and timely. Aptean has partnered with BI industry leader QlikView to give Pivotal CRM a powerful analysis tool across all of their data.

Used alongside the new Pivotal CRM UX client, the BI tool provides a seamless user experience and exposes data and trends to users in a way that is clear and informative.

Out of the box, the solution allows users to “slice and dice” data to further extract value from the views that data administrators have already built.

We’re currently working on building up BI views for our industry templates and with specific customers to explore how they can use this new and powerful feature.

Orchestrate how your solutions interact with Aptean’s Event Management Framework

We’ve recently completed training in Aptean’s Event Management Framework (EMF). This powerful set of tools provides organisations with the ability to monitor and respond to data events that occur both inside their organisation and their key integration partners.

EMF bridges across enterprise information systems allowing organisations to analyse, manage and respond to any events.

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Can you provide a quick overview of who and what BCITO does?The Building and Construction Industry Training Organisation (BCITO) is the largest provider of construction trade apprenticeships in New Zealand. Appointed by Government, we develop qualifications and arrange training for 14 different trade sectors within the building and construction industry. As one of the most successful educational institutions in New Zealand, we are recognised for best practice learning methods.

With over 190 staff in our team supporting nearly 10,000 learners, our national office is located in Wellington’s CBD, and we have 15 support offices around the country. Our nationwide presence makes quality industry training available and accessible to all employers and trainees across New Zealand’s construction sectors.

Tell us about your role within BCITOMy role is Group Manager Support Services, looking after our Finance, IT&T, Human Resources, Risk Management (including Health and Safety) and our Business Support teams. The tasks of all these teams impact the total organisation, and these teams are strongly interdependent. Our aim is to deliver top-level performance to ensure the whole organisation operates effectively and efficiently.

Can you highlight and overview your relationship with Fusion5?Our relationship with Fusion5 began around 4 years ago when we sought to replace our aging Trainee Management System. We were impressed with the initial demonstration of their SmartTMS product. Following a robust investigation and our satisfaction that its functionality would meet our needs, we agreed to implementation. Fusion5’s smooth implementation of an improved account management process has seen us working

more closely together, especially as we develop new processes to enable us to work more effectively with our stakeholders across the country. Our regular meetings allow us to each share our future directions, enabling us to work together collaboratively. We are currently implementing Fusion5’s ApprovalPlus accounts payment system and this will further streamline our finance processes.

What is happening in your market?It’s a very exciting time for BCITO right now. With building and construction activity in New Zealand expected to reach unprecedented levels by 2017, there’s never been a better time for career seekers to join the industry, get training and become qualified professionals. There is currently a shortage of skilled, qualified workers in many trades. Those who enrol in training now and get qualified early are setting themselves up with the solid foundation required to progress through the industry to become leaders of the future.

Quick chat with…

BCITO Group Manager Support ServicesBRUCE HORSLEY

EMF also ensures that consistent work -flows are followed and appropriate action taken.

This powerful integration tool also orchestrates data flow between different systems and allows integration that is focused on business process flows rather than just information exchange at the database level.

By using EMF it is possible to quickly visualise data exchange and notifications. This allows technical users to work with the business to embed corporate policies and procedures into information systems without the need for expensive custom development. The flexibility of the platform also means that when processes and policies change, EMF will ensure these are reflected at the operational level in a timely manner.

We're currently exploring the opportunity to use EMF with a number of customers to support data migration from their legacy systems and integration with third parties as well as leveraging it across our other pillars including ERP, HCM and ITSM.

For more information contact Ben.Stewart@Fusion5.com.au / Haymon.Keeler@Fusion5.co.nz

32

CX

CXCUSTOMER EXPERIENCE

ORACLE CX CLOUDIdeal for supporting your customer experience strategy. PAGE 36

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FRONT ROW AND CENTRE AT CONTACT CENTRE INSTITUTE CONFERENCE

Earlier this year the Fusion5 Customer Experience team attended the Contact Centre Institute of New Zealand, CCiNC, annual regional conferences. These conferences had terrific turnouts and provided great conversation and networking opportunities. Our team enjoyed meeting so many passionate Contact Centre leaders interested in digital and cultural transformation and who were keen to learn how Customer Experience technologies are vital to their organisations.

Omni channel, Chat, Email Management, Social, Sales and Marketing solutions that impact not only their customers experience but also internal teams are all at the top of their agendas.

We were able to offer valuable insights and ideas about what can actually be achieved to impact Customer Experience initiatives and make a difference. Contact Centre leaders learned ways to improve their team’s productivity and achieve quick wins.

The impressive list of guest speakers covered topics such as Communicating Change and Leading the Way, Motivation by Appreciation, Human Behaviour and Why This Is Important to You, Creating an Effective Development People Framework, and Social Media in Our Space.

These conferences are excellent and we were proud to showcase our capability around Customer Experience and Contact Centres.

Also, Congratulations to our winner of our Verve Champagne Draw!

It’s been an exciting few months for our CX pillar.

UPDATE

MEETING THE NEEDS OF CUSTOMERS IN A DIGITAL AGE We have run several customer journey workshops, events and webinars to assist organisation develop their digital and customer experience strategies. The team have been busy on the road meeting with customers and prospects discussing how to establish a digital strategy and build a business case for Customer Experience solutions to achieve quick wins.

From these interactions and engagements we found the interest around customer experience and meeting the needs of the customer in the digital age is growing significantly and, in particular, having the right CRM and Customer Experience technology is high on business agenda’s. Many companies have created new roles to focus on Customer Experience such as Customer Experience Managers who are either a part of the Digital Team or working in a role to break down the organisational silos and focus on Customer Experience business processes, technology and cultural change.

Contact Centres are also embracing the multi-channel digital age; standardising services offered across all of today’s available channels (email, phone, live chat, mobile and web).Social Listening and Monitoring as well as Targeted Marketing are also very hot topics in the CX portfolio and an important investment to businesses, not only to protect their brand but to also be more effective in retaining existing customers and acquiring now ones.

It’s been a great year to date with a lot of activity around customer experience. Keep an eye out for our future workshops, events and complimentary webinars in the next few months that cover all aspects of CX including, Service, Sales, Social and Marketing.

34

CX

Customer behaviour has been transformed by technology and the rate of change shows no sign of slowing. Customer experience has become increasingly fragmented thanks to increased use of the internet to research products and services. Customers are always connected via their smart mobile devices and social media platforms provide a global stage for them to share their views. Consistently delivering a high-quality customer experience across every interaction has never been more important or challenging.

Traditional barriers to entry such as location are becoming irrelevant; competition is increasingly fierce and customer experiences can make or break your business. Complaining about poor service levels has become a very public exercise and sharing experiences through social media and other online communities is the norm. The potential reach of negative feedback is enormous and damaging.

Despite the added complexity your business faces today, customers expect you to deliver a consistent and seamless experience that flows from marketing through sales to ongoing customer service. Your business has to engage customers on their terms, meeting and exceeding their expectations, understanding their needs and rewarding their loyalty. If you fail to delight them, they’ll find somebody else who will meet their expectations.

Your business needs the right people and tools at its disposal to meet customer expectations. Every interaction is a chance to help your customers and, if managed well, you can learn something that informs future interactions as well as the way you develop products and services.

Consistently delivering a high-quality customer experience across every interaction has never been more important or challenging.Here are some of the key challenges we see for all organisations:

Fragmented Operations

Disconnect between the contact centre and digital presence is one of the most common problems we see companies struggle with. Customer service levels fall and sales opportunities are missed time and again because the left hand doesn’t know what the right hand is doing.

Flexibility

Providing self-service facilities around the clock means more independent customers can get the answers they need wherever and whenever it suits them. You can develop online communities where knowledgeable customers provide answers to other customers.

Inconsistent Messaging

Changing customer behaviour has made the buyer’s journey long and complex, so providing a seamless experience across multiple touch points has become critically important.

Your customers should have a great experience no matter which communications channel they choose. To ensure they do not get a disjointed experience, your digital presence needs to connect effectively with your contact centre. Responses should always be consistent with the knowledge your business has at its disposal.

Erratic Responses

Contact centres focus heavily on reports showing average wait times and call duration. Email, on the other hand, can disappear down a black hole so a query sent at the weekend might not be addressed for several days.

This can be a terrible customer experience and is likely to prove costly. This customer has probably given up waiting for a response and followed up with a frustrated phone call you could have avoided or, even worse, taken their business elsewhere.

HOW TO DELIVER BETTER, FASTER, SMARTER CUSTOMER ENGAGEMENTA great customer experience starts in your contact centre and digital strategy.

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Changing Demographics

For many customers the preference is to go online first and solve problems for themselves. So a growing number of calls coming through to your contact centre are being made by people who have already tried and failed to find the information they need. These customers are already frustrated when they get to speak to somebody. Having to start again from scratch and explain what they want is unlikely to make them any happier.

Unnecessary Calls

As much as 40-60 % of calls coming into your contact centre will be generic queries – how do I change my address, what time do you open on Saturday or where’s my nearest store location? These calls clog up the lines and make dealing with your business a frustrating experience for other customers who have a genuine need to speak with somebody. How else can you make this sort of information available and how can you get more customers using those channels?

Fixing Fragmentation

Most of your customer service challenges are likely caused by fragmentation. We can help by empowering your customers with self-service tools that reduce contact centre workloads and provide consistent answers no matter how customers decide to engage your business.

Faster Resolution

A centralised knowledge base also helps you to resolve queries more quickly, which in turn improves customer experience. First-contact resolution rates improve, call handling times are lower and the accuracy of information provided is increased. Your net promoter score goes up because customers are getting a consistently better service whether they walk into your store, call you, visit your website, send an email, or come to you via social.

Improved Onboarding

Getting new people up to speed with products and services has always been a challenge for contact centre managers. A smart centralised knowledge base that’s fed by interaction and learns as it gathers more inputs means you can train new people more quickly. You can have new staff ready for the front-line in days instead of weeks.

Call Quality

Over time more customers will learn to self-service generic queries like opening hours or store locations. Now, lower call volumes quickly have an impact on the customer experience for those who need to talk to somebody. There’s less pressure on your contact centre and agents can afford to spend longer on calls that need human intervention. If you’re using this channel for sales, agents are now free to spend more time on a call exploring opportunities to cross-sell or upgrade packages.

Loss of Knowledge

One of the biggest problems within any contact centre is the concentration of knowledge within a small number of staff. Contact centre teams are typically an expensive resource but spend too much of their time fielding queries from junior team members. To make matters worse, they take all of this knowledge with them if they leave your business. It takes time to rebuild these capabilities in somebody else and, eventually, they leave too.

There are a number of actions customers can take to address these challenges:

Knowledge Management

Your business needs to share knowledge that is contextually relevant no matter how a customer decides to contact you. How do you connect the knowledge within your organisation across web channels, contact centre agents and other touchpoints? Can you push knowledge out through Facebook, Twitter and other social platforms as a service channel? This is still quite a new concept but it’s becoming important for large consumer-focused organisations.

36

CX

Fusion5 has the largest Oracle Service Cloud practice in Australia and New Zealand and offers extended solutions such as Sales Cloud and Marketing Cloud. We were awarded Cloud Service Partner of the Year for Asia-Pacific and ANZ in 2014.

Our team leverages the Oracle CX Cloud suite to break down organisational silos enabling your contact centre to deliver a consistent cross-channel service across:

• Online and digital

• Self-service

• Social listening & engagement

• Live chat

• Email management

• Telephone

This approach is powered by a smart knowledge base to improve service levels and deliver a great customer experience.

Oracle CX combines a number of world class solutions to deliver on its customer experience offerings:

ServiceThe Service suite allows you to differentiate your brand by developing lasting, profitable relationships with unified web, social, and contact centre experiences. Customers demand consistency so you need to be confident they get the right answers every time,

regardless of how they contact your business. Oracle Service Cloud allows you to deliver reliable experiences while capturing actionable insight.

SalesIt’s vital to engage your customer earlier and close deals more often. Oracle Sales Cloud supports you to achieve this by equipping your team with the proper processes, tools, resources and intelligence to increase revenue. Easy to use smartphone apps, prebuilt reports, accurate customer data and integrated communications for sharing, coaching

and team selling will improve your sales team’s ability to upsell and cross-sell your products and services.

Marketing & SocialOrganisations must personalise every customer experience to increase engagement, advocacy and revenue using cross-channel, content and social marketing solutions. Oracle Marketing Cloud simplifies complexity, engages customers intelligently and unifies programs across digital channels; it’s a solution that marketers love and IT trusts.

ORACLE CX CLOUD…

IDEAL FOR SUPPORTING YOUR DIGITAL STRATEGYOracle’s CX Cloud suite has been designed to help your business generate maximum value from every customer interaction, across multiple digital and traditional channels.

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In the past few years we’ve seen the rise of the Customer Experience Manager. This role is typically an executive leading the customer experience transformation across different business units including contact centres, marketing and sales. These roles have developed as organisations come to recognise that the silos within the organisation are impacting their bottom line, brand and customer experience.

Organisational silos are a problem for not only large enterprises, they also exist in small businesses. A department that works well together can be a plus for a business. However, when employees, systems and processes interact poorly outside the department or ‘silo’ it can make processes hugely inefficient as well as have a massive impact on the customer experience.

Whilst CRMs and Customer Experience technology solutions can provide an agile platform to launch some customer experience initiatives, making any significant gains in transforming an organisation’s customer experience is limited without breaking down departmental silos and taking a customer centric approach to all customer interactions.

In August we hosted a free Customer Experience Journey workshop on how to break organisational silos to deliver an exceptional customer experience. This was a thought provoking event and our guest speaker Sue Atkins and her team from Connections facilitated the session.

Organisations attending the event had to have at least three colleagues representing different departments within the business to ensure ideas and strategies about breaking down

silos within each organisation would be covered and debated.

Sue has extensive knowledge of customer research and insight, service design, digital channels, contact centres, retail stores and customer proposition design and is renowned for her strategic foresight and being a catalyst for change. Key focus areas of the workshop were:

• Why cross business collaboration is so important for your customers

• How can we strengthen the use of digital in the customer journey

• Why lower effort experiences increase loyalty

• At what points can your brand be strengthened with a customer

• Deliver better services with less

• Where customer and internal knowledge is important in the customer journey

We received some great feedback and look forward to hearing how our attendees are going as they implement some of their key learnings back at the office! We also plan to arrange an additional workshop in the coming months, watch this space! If you need help in the meantime with your customer experience planning or journey mapping please contact your account manager.

“It really got my mind thinking about a different perspective on how our business works”

“Challenged me in different ways as well”

“I learned a lot personally, not just what I do, but also how I think”

“An excellent workshop, well delivered, very thought provoking and walked away inspired to try and make some positive changes!”

MINI CASE STUDY

BREAKING DOWN SILOS FOR A BETTER CUSTOMER EXPERIENCE

Skinny Mobile wanted to gain a better understanding of its customers. The business had grown significantly during the past three years and they had recently implemented a Big Data system to help generate better insights into customer behaviour.

Developing a better understanding of customers means Skinny Mobile can ensure their customers are using products most suited to their individual needs. Operating in a highly competitive market, Skinny wants to provide a great experience as well as outstanding value.

The overall aim of Skinny’s customer experience strategy is to have more people signing up for its products and, once they were through the door, to keep them for longer.

Skinny partnered with Fusion5 to deploy Oracle’s CX suite including Service Cloud to support its customer acquisition and retention strategy.

“Fusion5 has built up a good understanding of our business,” Skinny’s CIO Paul Touhey says. “Combining this with their deep understanding of the Oracle product capabilities allows us to take best advantage of our investment in it.”

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38

ITSM

ITSMIT SERVICE MANAGEMENT SOLUTIONS

QUT WINSIndustry award for help desk transformation with HEAT. PAGE 42

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The second six months of 2015 have been a great period for the ITSM Team, with significant new business wins, exciting technology improvements and increased service offerings.

Skinny is the newest addition to the competitive Mobile Telecoms market, and is rated No.1 in customer satisfaction surveys.

Skinny was experiencing a number of operational issues and had some tiresome operational overheads. These issues ranged from manual tracking of Incidents and Requests, to manual reporting, and to a lack of control for Changes.

Skinny’s goal was to reduce these operational issues and overheads whilst continuing to improve the customer experience. This goal has been achieved through integration with their customer facing CX Solution (Service Cloud & Responsys) into Heat’s Cloud Service Management product. This project has brought about a number of Improvements including:

• Increased Automation. Request and Incidents are now seamlessly passed between Heat and the Skinny website and onto relevant support teams

• Improved Business Intelligence, through detailed service reporting, dashboards, and analytics

• Improved tracking of operational activities through the implementation of Release Management

• Improved communications and governance though automated emails and meeting schedules

• Improved control of changes through workflow automation including ‘Vote’ tracking.

UPDATE

MAXIMISING SERVICE MANAGEMENT BEYOND JUST IT

Our customers continue to realise the benefit of switching from the high operational effort of local disparate service management systems towards the consolidated HEAT Cloud and Hybrid Technologies. The benefits of this approach are typically realised instantly with reduced cost, improved availability and overall performance of the service management solution.

Our quick and streamlined delivery has resulted in the ITSM Team transitioning and transforming well over 30 customers in the past year onto the new 2014/2015 HEAT products. With the user friendly Service Catalogue, best practices life cycle and the enhanced work flows, increasingly we are seeing the business case include operational areas other than IT such as Facilities Management, HR, and Logistics etc. It’s rewarding to see customers leveraging the cost savings and benefits of the solution right across the business. This cross business collaboration is further improved through the enhanced HEAT Integration engine where incumbent business specific applications can be easily incorporated into HEAT through Web API Services.

Along with the Mobile, Asset Discovery and Voices solutions the other increasing trend is the uptake of the HEAT Release Management solution. Release Management is important when IT is looking for a Dev-Ops type model to handle the increased demands placed on development teams to quickly adapt to market and business change. This increased pressure requires improved automation and control around deployment frequency, failure rates and a faster time to market, to which HEAT Release Management is well suited.

The other good news is while the Australian and New Zealand ITSM business grows, and the implementation of the HEAT Service Management products increase, Service Management inevitably becomes more widely understood. As a result we are seeing an increase in the uptake of Service Management and ITIL Consultancy Service offerings. These offerings can deliver significant process improvements and business results for our customers.

SNIPPETS

40

ITSM

QUT WINS PRESTIGIOUS INDUSTRY AWARD FOR HELP DESK TRANSFORMATION WITH HEAT

Queensland University of Technology (QUT) has beaten a quality field of finalists to be announced as winner of the Service Desk Team Project of the Year category at itSMF Australia’s prestigious annual ITSM Industry Awards presented in Sydney this August.

The ITSM Industry Awards acknowledge excellence in IT service management improvement programs in five categories.

QUT had selected a new service desk management tool from HEAT Software, the leading provider of Hybrid Service Management and Unified Endpoint Management software, as its new help desk IT platform which forms a core component of a wide-ranging effort to improve the delivery of IT services.

Mark McCormack, Manager, Technology Support, Learning Environments and Technology Services at QUT, said he was delighted that QUT has won the itSMFA award after an enormous collaborative effort from the in-house Service Desk team, the software vendor and systems integration partner, Fusion5.

“Winning this prestigious award is a great recognition of the success of this project and

the hard work that went into it from everyone involved,” Mr. McCormack said. “The revitalisation of our service desk has allowed the University to blend best practices with configurable tools to more effectively manage workloads, enhance self-service offerings, and measure service quality improvements.

“Once we had the new Heat Software platform in place, we were able to embark on a journey to better align our people and processes with the cutting edge technology we use. Our primary motivation for undertaking the project was to add value to the teaching, learning and research activities across the university.”

Key objectives from the project included an enhancement of self-service offerings, reduced resolution times and improved efficiency of support channels.

Following the implementation of the new system, there was a 200% improvement in self-service uptake with a 130% increase in tailored requests, reducing manual intervention from the Service Desk team.

In addition, changes in service management processes, improvements in knowledge management practices and a heightened focus

on personalised performance reporting has reduced average resolution times for requests and incidents by half.

QUT’s Service Desk team has also experienced a 38% reduction of time-consuming email requests as a key deliverable and has now set a notional target for being able to phase out this inefficient support channel by the end of 2015.

McCormack said that the focus of the service desk project was to provide the highest levels of service possible to the university.

“HEAT Software implementation was at the core of this successful project and it has been instrumental in achieving service improvement,” Mr McCormack said. “We want to leverage everything we can out of the tool-set to continue engineering process improvement, cost efficiency and a higher level of customer satisfaction.

“It is a tremendous honour for all involved to receive this accolade after being scrutinised by a highly experienced group of peers in the ITSM industry and then being judged as the best nominated service desk team project of the year.”

“QUT’s Service Desk team supports 47,000 students and more than 4,500 staff. It receives approximately 300 support phone calls per day along with approximately 100 emails and a similar number of online logged jobs.” Mark McCormack, Manager, Technology Support, Learning Environments and Technology Services at QUT

ITSM

Successful implementation of new technology and processes achieves well-deserved peer endorsement for its efficient execution and positive outcomes.

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Enterprises are continuously looking to technology for a number of reasons including improved operations, communications, marketing, compliance, and new and improved service offerings. This focus is typically due to technology being seen as a driver for reducing operating costs and improving profits that typically far outweigh the cost of the technology investment itself. The problem often arises when technology does not live up to business expectations, either by not addressing the business requirement, creating higher than expected IT costs, or falling short on service quality.

Commonly IT will address this problem by investing in more technology or more resource, often addressing one issue whilst exacerbating another. For example, by employing more IT staff to further develop software, and/or implementing system performance monitors, technology shortcomings will be addressed. However, these come at a high cost, which may blow out the business case. IT is then left in a predicament of how to control the provision and support of services in an effective and efficient manner, while also understanding the associated costs, in other words how to ‘Manage Services’ rather than how to support technology.

This IT Service Management challenge drives the need for effective management processes that complement technology and people. Without this costs inevitably spiral, and relationships with the business fall. This situation can stem from the Initial Interaction with the business in the design and requirements stages, through to the service operation, and transitional stages.

ITIL (Information Technology Infrastructure Library), looks to address this challenge through a library of well-defined practices that address the people, process and technology components that make up services. The practices employ a lifecycle approach that ensures, from the initial design, transition, and operation of IT services, they align to the needs of the business with a clear understanding of the costs.

Improvements to IT Processes using ITIL may be nothing new, and even with the widely published positive results, the reality is that for most enterprises conforming to ITIL and its five large core volumes doesn’t warrant the perceived effort for the possible benefit. And those that do see the

value-add do not always know where to start, or what they need to achieve, and how to get there.

Our trained ITIL Consultants are helping our customers (big and small) along the ITIL journey, by providing assessments, training, reviews and guidance in areas where ITIL processes may be able to help. By providing this type of consultancy we are able increase customer understanding of ITIL practices, assess where IT may be going wrong, or where there could be room for improvement. Typically we look at all the three previously mentioned areas of People, Process and Technology. This review may range from simple support process improvements that originate at the Service desk, right up to the strategic Service management and architecture plans involving Service management Organisation structure, systems and process. Some of the goals and visions we address through process improvement include:

• Transforming IT from a reactive to proactive operation

• Reducing interruptions to services through controlled change

• Increasing first call resolutions

So… what is ITIL all about?

• Providing improved visibility and control of the IT estate

• Establishing a single point of contact service desks

• Improving relations and BI reporting to IT and the business

• Transparency of the Total Cost of Ownership of providing services

• Providing clarity to the business of IT provided services

For more information, please contact Ed Zarzour, Ed.Zarzour@Fusion5.com.au or Andrew Simpson Andrew.Simpson@Fusion5.co.nz.

Increasingly we are being invited to consult on Service Management Best Practices and ITIL, but what is this ITIL talk all about?

Governance Processes

CONTINUAL SERVICE

IMPROVEMENT

Measurement

Reporting

Improvement

STRATEGY DESIGN TRANSITION OPERATION

Operational Processes

Demand Management

Service Portfolio

Financial Management

Service Catalog

Service Level Management

Capacity Management

Availability Management

Change Management

Service Asset & Configuration

Release & Deployment

Knowledge Management

Event Management

Incident Management

Request Fulfilment

Problem Management

42

What’s your role at Fusion5?I am Fusion5’s Northern ERP Consulting Manager. I manage our Auckland based JD Edwards and NetSuite consulting teams and provide senior supplier oversight to key projects.

What attracted you to Fusion5?Immediately prior to joining Fusion5 I had been a few years in a global corporate where decisions about cost were more important than decisions about clients. I was looking to return to a NZ owned company with a long term vision of its client relationships. Core to that was finding a culture that supported delivering and supporting positive outcomes to clients, even when that might not be the most profitable decision short-term. Fusion5 has that culture and I have the freedom in my role to do what needs to be done to deliver successfully.

What are you working on?We have a few new NetSuite implementations starting and several in the pipeline. These take quite a bit of focus to ensure that we are setting the projects up for success from the time we first start to engage with prospects through the full delivery cycle. I become involved early in the sales cycle and stay involved through the lifetime of the client.

We also have several JDE implementations underway. I am involved in a Consulting Management capacity, but also as a Senior Supplier role providing project quality assurance and project oversight.

And always there is a focus on making sure our team members are supported to provide the best delivery possible. This means we are continuously spending time and working together as a team to grow our consulting skills and ability to produce better and better outcomes for our clients.

What makes a ‘good day’?Any good story from a client. It is a wonderful feeling to have a client who is really happy because of something we have helped them achieve in their business.

What are you famous for?Chocolate…..

What do you get up to outside of work?I have two amazing kids. I really enjoy spending as much of my time outside of work as I can with them. This includes a lot of time at Pony Club and horse shows with my daughter and the four legged love of her life. My son is just turning 16 so I am also spending quite a bit of time learning all sorts of things I never knew I needed to know about cars.

Becky Rutherford

STAFF INTERVIEWS

FOR MORE OF OUR STAFF PROFILES, SEE OUR WEBSITE WWW.FUSION5.COM.AU/ABOUTUS OR WWW.FUSION5.CO.NZ/ABOUTUS

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What’s your role at Fusion5?My role is to manage the CRM and ITSM Practices in Australia which includes leading and supporting the fantastic consultants in each of the teams and ensuring our customers are getting value from the support and consulting engagements. I also work with the Directors to support revenue growth and sales opportunities.

What attracted you to Fusion5?There were a couple of things that stood out:

» A business that is in growth stage means opportunities to make a difference to the future state

» A young management team who have built the business up themselves and looking for people to take on management roles

» A female CEO which is a happy first for me

» The variation and quality applications being implemented

What are you working on?

Recruitment is at top of my list at the moment. The work coming in from customers in both teams has increased rapidly this year and we are in growth mode. I am interviewing for 4 positions presently.

Learning and development is another area that I am working on. I have organised some specialist training for people who prepare and conduct presentations and am working on the content of the course with the facilitator.

I am also project managing a couple of projects. I like this aspect of my role as it keeps me in touch with what is happening on the ground in our customer’s world.

What makes a ‘good day’?Every day is a good day at Fusion5! It’s always good when there are more people in the office to catch up with. My teams are really busy on customer engagements and so I enjoy seeing them in the office from time to time.

What are you famous for?I was born on the day of irreverence….let’s just say I don’t mince my words.

What do you get up to outside of work?I like drinking Pina Coladas and getting caught in the rain. I am not into yoga but get into champagne…

No seriously… I do what most people do and try and find time to wind down with family and friends, do Pilates, movies, dinner etc. I also am a leader at my church where I help to organise events for the women’s ministry.

Melissa Iemmola

Haymon Keeler

What’s your role at Fusion5?I am a Key Account Director. I look after just over 20 large customers where we have multi solutions and a strategic relationship.

What attracted you to Fusion5?Fusion5 is a New Zealand / Australia company that was well respected in the market; a company that had a wide breadth of solution capabilities and options and people who I felt would be great to work for, and a culture I liked.

What are you working on?I’m juggling a lot of balls in the air at the moment; in general working with my portfolio of customers, helping them evolve and get the best out of their current solutions and working with them on new opportunities to improve their businesses.

What makes a ‘good day’?Lots of things! My ‘good day’ list includes….

» Happy customer meetings

» Positive customer feedback

» Seeing projects come to fruition

» Delivering benefits

» Showing measureable results

» Feeling like I’m making a difference

What are you famous for?I love sport and am highly competitive on the sports field. I have played a lot of different sports to a high national level including, Volleyball, Soccer, Basketball, Cricket, Swimming and Curling.

What do you get up to outside of work?I’m now an active family man! Between Ballet, Swimming Lessons and Netball with my girls there is always stuff to do around the house. I still play competitive soccer in a men’s over 35 division 1 team, (trying to relive the glory days)!

For more information please contact us on one of these numbers or emailRebecca Tohill: Rebecca.Tohill@fusion5.co.nz or Sven Martin: Sven.Martin@fusion5.com.au

Business Applications

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