Winter 2014

Inside: 02 / Welcome / What’s been happening 03 / About FUSION5 RAVE / Project Chilli Enterprise Resource Planning: 04 / Update

What’s Hot in JD Ewards ERP 06 / Should I upgrade? 08 / Quick Chat with Patricia Nance 09 / Warehouse Management 10 / NetSuite

SuiteWorld Conference Human Capital Management: 12 / Update PayGlobal Implementations / TimeFiler at Tasmanian Dept. of Justice

14 / UX research “Out of the lab…” 15 / Nurturing Employee Engagement Customer Relationship Management: 16 / Update / Open Polytech and

Smart-TMS 17 / Aptean Edge Conference Customer Experience: 18 / Sharing Customer Success Stories Service Management Solutions:

20 / Update / HEAT Voice 21 / Enterprise mobility and BYOD 23 / Interviews

All our Pillars are busy and engaged with existing and new customers—not only have we had some fantastic wins but also our existing and very loyal customers are keeping us busy with new projects, upgrades, development work and support. Every time we think we have enough staff, we need 10 more! Around 40 new people have joined Fusion5 this year already and our numbers have grown to 210 people. Our HR team is doing an amazing job to keep up. Thanks Steph!

Our Pillar updates, found later in this magazine, will provide news on what we have been up to. Some standout highlights however include winning a major opportunity to implement Pivotal CRM as a Student Management System; replacing SAP at a high profile organisation with NetSuite ERP and winning another Registered Training Provider (RTP) who selected our Pivotal CRM RTP template in Melbourne. In addition, we have secured several more JD Edwards upgrades and have seen a number of our competitors’ JD Edwards customers move their business over to Fusion5. We also have a huge amount of development work for our Jade Star and Empower payroll customers, five more ApprovalPlus wins, more HEAT wins and much more. It’s all go.

Even though we have a strong focus on winning new business opportunities, we always feel excited and proud when our existing customers ask us to do more with them. We’ve signed some very large projects over the past few months. These projects will help our customers extract far more value from their investments and allow us to work even deeper within their businesses. We are putting a lot of focus into the quality of this work and the strength of these relationships. Customer engagement is key for us and we will do everything we can to ensure our customers’ experiences are more than positive.

As part of our Customer Experience initiative, our Customer Centre has been launched and is stepping things up. Earlier this year we undertook a major overhaul of the way we provide support services to our customers. Previously we offered a Pillar-based focus around support, however, with more and more customers implementing multiple Fusion5 solutions we’ve moved to a cross-Pillar (and therefore a one-stop-shop) approach to supporting our customer’s business applications. The first step in our approach has been to reorganise our people into a single team (the Customer Centre) and to develop more specific roles to deliver services to our customers. The next major step is to implement HEAT to replace our existing support software, known as iHelp. This project, Project Chilli, is well underway although it’s late (!) due to our customer work taking a priority over our internal work. More on Project Chilli later.

One of our other major initiatives this year is a rebrand. You may have noticed some subtle changes in the branding on the front page and inside this magazine. A month or two ago we launched our new brand to staff and received great feedback. The branding will be rolled out over the next few weeks, together with a new website coming soon. We’re very excited about our new branding and believe it provides a perfect platform for our next decade of growth and maturing as a business.

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

Rebecca Tohill Managing Director, Fusion5 Australia / New Zealand

infusion / issue 18: Winter 2014 www.fusion5.com.au / www.fusion5.co.nzP/ 02 Introduction

2014 has raced by—it seems to be one of the fastest years yet! Luckily, a week on the beach in Fiji has provided some relief to the hectic year.

Welcome to our Winter edition of Infusion and hopefully to the end of the chilly weather.

What’s been happening since our last Magazine…

Fusion5 earned 5-star partner status with NetSuite

Our Adelaide and Brisbane offices have moved to newer, brighter premises

Beyond Medical Education became our third Pivotal CRM Registered Training Provider customer in Australia

The Open Polytechnic of New Zealand selected Pivotal CRM together with Fusion5’s Smart-TMS training management system as their new Student Management System

Lockheed Martin has moved to Fusion5 for outsource payroll processing

New Zealand Trade and Enterprise confirmed the implementation of Jade Star Health and Safety

Jucy Group rolled out more PayGlobal Self Service functionality

ApprovalPlus has continued to extend out to more customers, with new sales to Crockers Property Management, Ruapehu Alpine Lifts, Transport Investments, and ISO. We also have more customers automating their collection and data entry with Kofax – Z Energy, CB Norwood, and Juken

Bulletproof Networks went live with NetSuite for financials, procurement, payroll, electronic payments, CRXM and adaptive planning

Loyalty NZ signed up for a new three-year term with Oracle Service Cloud (formerly RightNow), expanding their use of the application for Incident Management by their Service Centre and integrating with their in-house CRM system

Nufarm went live with a JD Edwards Upgrade from E8.11 to EnterpriseOne v9.1

MidCentral District Health has also upgraded and gone live with the most recent version of JD Edwards

Billi selected Fusion5 to implement NetSuite ERP

A significant SAP customer in New Zealand has also selected Fusion5 to implement NetSuite ERP

Empower-HR’s online training sessions have successfully attracted over 300 attendees so far with sessions ranging from specific reporting and module training to an overwhelming response to our end of financial year sessions

Our clients have well and truly settled into Empower-HR’s version 11 and there is considerable interest in rolling out more functionality.

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

Our large Australia/New Zealand based team of over 200 people includes highly skilled and experienced project managers, business change managers, solution and technical architects, application and technical consultants, account managers, and support consultants. Our culture is customer centric, flexible and nimble; we are easy to engage with and very focused on ensuring you gain the results you are looking for. Feel free to contact us if you would like to discuss any of your application or technical needs, software licence contracts, support, or hosting arrangements. www.fusion5.com.au www.fusion5.co.nz

About Fusion5

P/ 03Introduction

• Using the software interface to get users to engage

• Extending the software they own rather than purchasing ‘yet another’ piece of software

• Moving software out of house to the Cloud

• Social networking and monitoring as part of the Customer Experience strategy

• Boosting call centre agent productivity and reducing service costs

• Self Service for customers, anytime, across any device and channel

• Extended support contracts enabling customer staff to focus on business projects

• Solution reviews and gaining more value from existing investments

• NetSuite ERP; very hot!

What’s Hot

Project Chilli and our new Customer Centre

Customers across all our solutions can join the Customer Centre experience and benefit from the service of more than thirty dedicated staff. Our Customer Centre includes service delivery managers, project managers, consultants, help desk consultants and outsourced pay staff, all of whom have a deep knowledge and years of experience across our solutions. With a PartnerPlus support agreement in place, customers enjoy dedicated service delivery management, pre-paid support hours, experienced and available support consultants, reporting dashboards and monthly reports, issue management and escalation, training and user groups.

It is important that our customers have the necessary tools available to liaise with and request support from us. Our current iHelp system has served us well over the years, however with our growing number of customers and their growing service expectations, we have recognised the need to upgrade our web-based helpdesk tool.

We pride ourselves on utilising the solutions we sell, implement and support, so in choosing a helpdesk tool we did not have to look far. Over the years we’ve had fantastic feedback from our customers who use FrontRange’s world class HEAT service desk solution so it was an easy decision to make in choosing HEAT as our new helpdesk tool.

The new iHelp system will be much more than an issue logging tool. Amongst other things, customers will have the ability to:

• Quickly see the status of their logged issues with graphical dashboards

• Chat with our Customer Centre consultants

• Keep up to date with what is happening at Fusion5

• Register for user groups and online training.

Project Chilli will see a group of customers pilot the software through September and October and we hope to have all customers live on this software by year end. From what we have seen so far HEAT is looking great. This is one of our most important and exciting projects this year and we look forward to seeing how our customers enjoy this improved solution.

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

Following our mid-year review process, and supported by fantastic customer feedback, the following consultants have joined our RAVE Hall of Fame.

AUSTRALIAERP: Bonnie Giles, Mike Llewellyn, Megha KanthCRM / SMS: Narelle Carey, Ed Zarzour HCM: Christina Maclean, Christine Hudson

NEW ZEALANDERP: Doria Joyoue, Bernard Gibbons, Angeline Andrews, Paul StevensCRM: Craig Hind, Zabal Khan, Jose Polaco, Guillaume PerchaisHCM: Steve Minchington

FUSION5’S CUSTOMER CENTRE HAS BEEN LAUNCHED TO PROVIDE A COMPLETE SERVICE EXPERIENCE FOR OUR CUSTOMERS.

Customers are asking us about...

ERP solutions comprise a significant part of every business and every one of our customers continue to invest more to ensure their business applications deliver value to the business. Fusion5’s ERP team has grown to over 70 people to ensure we meet our customers’ needs across the applications that we support.

Existing customers are focused on deriving more value from their investments, as well as requiring excellent levels of support to ensure they gain the help they need, when they need it. There is significant value to be had by customers leveraging ERP to deliver business improvement. The challenge for us is to ensure we hire people with the right talent, skills and knowledge to deliver this value and support. The number of JD Edwards customers who have moved from other partners to Fusion5 is proof we have a great team and we’re delivering to expectation.

In addition to keeping our JD Edwards customers happy, Fusion5 is finding more opportunities to deliver value from ApprovalPlus, our automated procurement to pay solution, as well as our leading warehouse management and mobility solution, RFgen. Both solutions have quick ROIs, are easy to learn and use, and, depending on scale, can be implemented in weeks, not months.

We also see loads of opportunity in the mid-market with NetSuite ERP. Our consulting team has doubled in size since the start of this year to support our wins and the very large installed base. As a result of our success and growth, we have achieved the highest level of partner success across Australia and New Zealand which is a significant achievement in a short timeframe.

If you would like to talk to us about any of our solutions or moving your JD Edwards support over to Fusion5, then please contact us anytime.

ERPUpdate

Section 01 – Enterprise Resource Planning (ERP)

What’s hot in JD Edwards ERP

P/ 05Section 01 – Enterprise Resource Planning (ERP)

Fusion5 is constantly looking for ways to help our customers get the most value out of their JD Edwards solution. More value can be gained by improving the use of the application within the business or implementing some of Oracle’s new applications and features for JD Edwards customers.

What’s hot right now is the use of Watchlists, a feature that became available with the OneView Foundation module available from EnterpriseOne v9.1, and the range of new mobile applications (apps).

1. Go Mobile with JD EdwardsMost JD Edwards customers have been asking about mobile apps, and Oracle has delivered!

JD Edwards EnterpriseOne Mobile Enterprise Applications enables our customers’ workforce to accelerate business execution on their device of choice. Companies can easily get users up and running with a modern user interface and fit for purpose apps for Customer Lookups, Capital Asset Management, Case Management and Health and Safety Incident Management mobile applications at no additional cost.

JD Edwards EnterpriseOne Mobile Enterprise Applications for smartphones and tablets are available on Apple’s App Store for iOS and Google Play for Android. Oracle has increased its presence on the App Store by 30% percent with the addition of these new apps from JD Edwards EnterpriseOne.

The Apps released so far include:

• JD Edwards EnterpriseOne Manage Equipment Mobile Tablet – Search for and view characteristics for a piece of equipment with the ability to update equipment information, add notes, add photos, and enter meter readings.

• JD Edwards EnterpriseOne Manage Equipment Mobile Smartphone - Search for and view characteristics for a piece of equipment with the ability to update equipment information, update notes, and add photos.

• JD Edwards EnterpriseOne Manage My Work Orders Mobile Tablet – View and manage a list of work orders assigned ‘to me’. When work is completed I can update the status, issue parts, add notes, and capture photos.

• JD Edwards EnterpriseOne Manage My Work Orders Mobile Smartphone – View and manage a list of work orders assigned ‘to me’. I can view Work Order details, view photos, and attach new ones.

• JD Edwards EnterpriseOne Quick Case Entry Mobile Smartphone – Allows any employee to quickly and easily report a maintenance issue.

• JD Edwards EnterpriseOne Report an Incident Mobile Smartphone – Allows any employee to report occupational incidents.

• JD Edwards EnterpriseOne Health and Safety Scoreboard Mobile Tablet – Provides chief safety officers an executive level view of occupational incidents reported over the last week. The chief safety officer can identify trends and view details of specific incidents.

• JD Edwards EnterpriseOne Health and Safety Scoreboard Mobile Smartphone - Provides chief safety officers a quick view of occupational incidents reported over the last week and the ability to view specific details.

• JD Edwards EnterpriseOne Contact Customer Mobile Tablet – Search for a customer and locate their address, main phone number, and list of contacts. Also provides an overview of key attributes about the customer.

• JD Edwards EnterpriseOne Contact Customer Mobile Smartphone – Search for a customer and locate their address, main phone number, and list of contacts.

• JD Edwards EnterpriseOne Customer Account Overview Mobile Tablet / Smartphone – Search for a customer, and review a summary of their accounts receivable status.

• JD Edwards EnterpriseOne Template Meter Reading Mobile Tablet – Enter equipment meter readings based on pre-defined templates. Templates include a list of equipment and the associated meters for which readings must be recorded.

What’s hot in JD Edwards ERP2. JD Edwards WatchlistsWatchlists are hot! Watchlists are user-defined summaries, which allow the user to readily view relevant information. Users can define the information that they wish to be alerted to. Watchlists can include colour indicators to highlight critical data points.

Once Watchlists have been created, and if you have access, you will see the Watchlists menu on the JD Edwards EnterpriseOne menu bar. Within the Watchlist menu, you will find:

• My Watchlists—watchlists that you have created, and

• Shared Watchlists—watchlists that have been defined and made available by user role or for all users.

The dropdown list shows the Watchlists queries that you are able to view. The number in brackets indicates the number of records that have been found by the query. Criticality can be highlighted by showing the Watchlist in bold (Warning Threshold) or red (Critical Threshold). When you open the Watchlists menu, the system will refresh each Watchlist with the most current information. You can use the Refresh icon to the left of the Watchlist to update the information shown and hover over a Watchlist to see when it was last updated.

Source: http://docs.oracle.com/cd/E16582_01/doc.91/e39041/undstd_watchlists.htm

Why consider Watchlists?• Enhance user productivity by pushing important and relevant information to

the users

• Enable users to define personalised Watchlists based on a JD Edwards EnterpriseOne application and saved query

• Enable users to quickly access information that is important to them directly from their JD Edwards EnterpriseOne home page

• Provide advanced options like warning thresholds, refresh intervals, and maximum record counts

• Enable an administrator to secure which users can view, create, and share Watchlists.

Have a chat to your Fusion5 Account Manager to find out more about Watchlists.

P/ 06 Section 01 – Enterprise Resource Planning (ERP)

Fusion5’s ERP team has been extremely busy upgrading JD Edwards customers over the past year and we expect this trend to continue into 2015. We have delivered more than ten v9.1 upgrades over the two years and almost as many v9.0 upgrades prior to that. Over this period we have answered a lot of questions from customers around whether to upgrade, approaches customers should be taking, the real effort required to re-platform, and so on.

This article discusses some of these key points while mentioning a few recent upgrades.

Why upgrade to JD Edwards?Risk is obviously a key factor for many customers who are looking to upgrade their ERP system. As technologies date, customers running older software or hardware platforms find that they are unable to effectively maintain the system. Some customers cannot upgrade their hardware, for instance, due to software dependencies leading to direct implications on their ability to scale and grow as an organisation. Other customers may find that they are unable to apply software fixes, patches or updates (ESUs) to the system as they are running very old releases. And, to aggravate the situation, older releases of JD Edwards prior to E8.12 are no longer supported by Oracle, which means that updates are no longer released by the vendor. This situation can have a bearing on financial and regulatory compliance.

Despite risk being such a key factor, this is by no means the only consideration that JD Edwards customers have when deciding to upgrade. From our experience over the past few years, one of the stand-out aspects of JD Edwards EnterpriseOne v9.1 is its improved performance and stability. Customers who have upgraded find that the performance/stability gains they achieve have positive impacts across their entire organisation. In many cases issues and workarounds that were needed with prior releases of the software are no longer required. In addition the fixes that come with v9.1 eliminate the number of integrity issues being experienced previously. These improvements focus on both risk and cost.

Other cost benefits of upgrading come in the form of new features and functions. Owing to the significant investment in JD Edwards over the years, Oracle has given customers the opportunity to reduce the number of modifications they have in their current system. A change enabler is provided with the opportunity to reduce customisations and standardise functionality. This is particularly important as system modifications are often a major hurdle to future upgrades.

The upgrade process therefore gives customers the ability to further the business improvement culture within the organisation, which in itself has long term benefits.

JD Edward upgrade strategiesWhen deciding to upgrade customers may elect to do a pure technical upgrade, i.e. a like-for-like functional replacement of the existing software release, or they may choose to re-implement the new software release with process improvement initiatives as part of the upgrade. With the former approach there is obviously the option to not perform any major process improvement work as part of the upgrade itself but to follow the upgrade project with a series of process improvement initiatives over time. In our experience most customers elect the like-for-like approach, unless there is a technical reason that makes the reimplementation option more favourable.

A key benefit of upgrading is the cultural change that comes with it. Many customers use an ERP upgrade project as a ‘change enabler’. With the strong user adoption that has come with JD Edwards E1 v9.1 (and presumably v9.2), customers are able to drive business improvement successfully through the organisation. This approach doesn’t mean that JD Edwards customers have to follow a re-implementation approach in order to achieve this. In fact, re-implementation would mean higher risk and costs because of the sheer extent of change required in a limited timeframe. Instead we find that customers are able to get quick wins by taking a technical upgrade approach first, then diligently rolling out phased business improvement initiatives in quick succession thereafter.

An organisation that chooses the re-implementation approach requires an existing culture of change well entrenched within the organisation given the impact on the business. There is also a lot of momentum and stamina required in order to achieve a ‘big hit’ outcome. As an organisation taking this approach, you do run the risk of never achieving your goal to the detriment of company morale.

How much effort is really required?The effort required to perform an upgrade depends very much on the strategy that is followed as well as the number of customisations that exist in the current system. Clearly if the customer elects to perform a technical upgrade of JD Edwards, the effort required to replicate a like-for-like upgraded system will depend upon how much code modification re-work needs to take place. Required modifications are literally re-applied to the new environment. The level of modification will then dictate the amount of effort required for the business to perform a full end-to-end test of the upgraded system before cutting over.

Of course there is always the option to replace existing modifications with standard functionality, which must be assessed too. Modification re-work effort should be estimated up-front, as well as assessing whether any modifications are no longer required. This assessment may be done quickly while scoping out the upgrade. Feel free to talk to us as we have significant knowledge in this space. Contact Craig.Westcott@fusion5.com.au +61 400 749 836 or Lisa.Nicks@fusion5.co.nz +64 9 379 0525.

Should you upgrade your JD Edwards system?There has been a lot of talk within the Oracle user community over the past year about the current JD Edwards upgrade cycle. This talk has been particularly strong since the release of JD Edwards EnterpriseOne v9.1 in 2012 which provided significant improvements in usability, performance and functionality. This release has seen strong adoption by JD Edwards customers globally and has become a benchmark release for the product. Release dates for EnterpriseOne Tools Release v9.2 have been bandied around since the start of 2014 although Oracle’s plans are only expected to be unveiled at one of Oracle’s upcoming user community events.

P/ 07Section 01 – Enterprise Resource Planning (ERP)

RECENT FUSION5 JD EDWARDS UPGRADESIn our experience most JD Edwards customers choose a technical upgrade initially followed by business improvement work. The majority of our upgrades have followed this approach. Here are a few Fusion5 customers who have recently upgraded to JD Edwards EnterpriseOne v9.1.

Canterbury City Council NSWLocated in Sydney NSW, the city of Canterbury is 13 kilometres south-west of the CBD.

After running the old version of JD Edwards for close to ten years, in 2013 Canterbury City Council decided to upgrade their JD Edwards E8.11 system to v9.1, to partnering with Fusion5. The key driver for Canterbury City Council was system stability, with the old version costing them a lot to maintain. There were also significant modifications in place and issues with the ageing system. Canterbury City Council was also in a position where it could no longer apply patches. Canterbury City Council followed a technical upgrade approach with the exception of some new payroll functionality implemented as part of the process. The system footprint, which includes financials, procurement, distribution, payroll and assets, has recently gone live.

NufarmNufarm is one of the world's leading crop protection and specialist seeds companies with manufacturing and distribution operations across four continents.

After running JD Edwards EnterpriseOne E8.11 for nine years Nufarm decided to upgrade to v9.1 with Fusion5. The upgrade was driven primarily for risk reasons but also to stabilise the platform and reduce costs of maintenance and support. The existing Nufarm system had a fairly substantial number of modifications in the system across all areas of the application including financials, distribution, procurement, sales, manufacturing, planning, and supply chain. The system went live in May and has been performing very well since. Nufarm is now collaborating with Fusion5 on a number of business improvement initiatives.

MidCentral District Health Board (MDHB)MDHB is responsible for the health services for the central North Island of New Zealand, principally centred in the city of Palmerston North. Fusion5 completed the successful upgrade of JD Edwards E9.1 from E8.11 for MDHB in June 2014, covering the finance and distribution modules. The principal reasons for undertaking the upgrade were to move to an Oracle-supported version of JD Edwards, to improve stability and performance and to take advantage of the improved user interface. This project was challenged by the loss of experienced staff at MDHB due to retirement and some infrastructure stability issues that occurred both before and after go-live. The project is now complete and the system has been working well for management and users.

Winstone WallboardsWinstone Wallboards is New Zealand’s largest manufacturer and supplier of gypsum plasterboard, drywall systems, and associated products and services operating under the GIB® brand. Winstone Wallboards had been running on JD Edwards Xe for over ten years and as part of an overall strategy to reduce risk, reduce cost and increase agility, they upgraded to E9.1 in November 2013. The upgrade was approached as a technical upgrade ensuring functionality around existing modifications was maintained. The upgrade was a significant leap in JD Edwards versions and the impact has been felt positively across all areas of the business including manufacturing, sales and distribution, finance and procurement. The go-live went well and the business has adjusted to the change in look-and-feel and is now working on enhancement projects to take advantage of being on the modern platform.

Lockheed Martin New ZealandLockheed Martin within New Zealand operates out of a number of sites nationally, offering logistical support services to the New Zealand Defence Force and The New Zealand Police. As the first stage of an on-going program of work to improve processes and efficiencies in their business and in consultation with Fusion5, Lockheed Martin made a business decision to upgrade JD Edwards to version E9.1 from version E9.0. Over the years Lockheed Martin New Zealand had implemented a number of modifications to their system and one of the principle benefits of the upgrade was to standardise their approach. Fusion5 worked very closely with Lockheed Martin New Zealand during the upgrade with the project going live in April 2014. Since then, Fusion5 has assisted Lockheed Martin NZ with a new Chart of Accounts, the installation of ApprovalPlus and have undertaken responsibility for Lockheed Martin NZ payroll services.

P/ 08

Tell us about your role within Oracle

I have overall responsibility for our partner business in Australia and New Zealand and manage the team that drives Oracle business (hardware and software, including cloud services) with and through our partner community. This includes resale, co-sell, enablement and training, marketing funds and events and all things related to our partners in the region. It is an exciting and dynamic role with a mixture of events and activities that are planned ahead, in addition to day-to-day activities. No day is the same.

Tell us about your relationship with Fusion5

Fusion5 has been an Oracle Partner Network (OPN) partner in New Zealand and Australia for almost ten years. As Oracle's product strategy has developed over that time, they have grown their partnership with Oracle and are a valued Platinum partner across Oracle’s entire portfolio - Applications, Middleware, Technology and Systems to ensure their customers benefit from the value of the Oracle Red Stack.

More recently, Fusion5 has embraced Oracle’s Cloud applications and are becoming one of our leading partners in this space.

What trends are you seeing in the marketplace in particular across ERP, CRM, and HCM?

Our partners are growing their business across our applications portfolio rapidly including cloud service offerings. We are finding in the ANZ market that the cloud offerings are taking over the major share of business compared to on premise applications, particularly with HCM and CRM.

Quick catch up with…

Vice President – Alliances and Channels at Oracle Australia / New Zealand

Patricia Nance

Fusion5 has been one of our key partners in this space in Australia and New Zealand. Our largest ever commercial sector win in APAC in 2014 financial year was with Fusion5, where there was a mix of on-premise and cloud applications sold to the customer in Australia. It is extremely rewarding for us all to see this change in dynamic and to see our partners pick up our new offerings and drive these into the market with us.

What do you see as exciting for Oracle customers?

I think it is exciting to see how our customers are taking full advantage of the entire Oracle Red Stack that Oracle can offer. Our cloud products and offerings are rapidly being released to the market and our customers are deploying these products to complement what they already have invested in, including areas where there has previously been no Oracle presence before. Our partners are playing an extremely important role in this mix through their specialisations and implementation skills and are often playing a leading role in these new client relationships.

Section 01 – Enterprise Resource Planning (ERP)

What are the key messages you would like to give customers in Australia and New Zealand around Oracle?

We have over 600 partners in the ANZ region and I would encourage our customers to reach out to our partners to take advantage of the specialised skills that they possess in advisory, sales, presales, demo and implementation capabilities. My partner team is able to provide information to customers to help them to make an informed decision when choosing a partner and how to review this on the Oracle website for themselves.

Our partners can assist in bringing together the full view of Oracle’s offering in a very streamlined way, often by using a single point of contact into the Oracle world.

What makes a good day for you at Oracle?

I enjoy meeting with our partners and hearing about some of the fantastic and innovative ways they are driving the Oracle solutions into the market. I also enjoy hearing about our partners’ successes in deal making and closure, particularly with our “aas” offerings.

What do you get up to when not being VP at Oracle?

I love to spend time with my husband, family and friends as much as I can. I am extremely fortunate to come from a large and diverse family that’s spread all around the globe.

P/ 09Section 01 – Enterprise Resource Planning (ERP)

Firstly, for some background, RFgen (www.rfgen.com ) is a mobile computing solution that allows customers to automate stock and asset management through barcode scanning, RFID and voice technologies. These technologies include automation in the warehouse, on the shop floor, through the supply chain, and in the field. Customers are able to place barcodes or RFID tags

A large base of customers globally now run RFgen in tandem with Oracle JD Edwards, SAP, Oracle E-Business, Ventyx Ellipse (Mincom) and Microsoft Dynamics ERP systems. RFgen has been built to extend the ERP system natively to mobile devices. Extra functionality is included within the RFgen platform to further aid this extension (e.g. license plating/pallets, warehouse director and field service applications). On the JD Edwards side, RFgen has more than 150 standard JD Edwards transactions that come out-of-the-box with the product. As well, the product has an open source Rapid Application Development (RAD) platform that allows customers to enhance or create new transactions.

Fusion5 customers who have implemented the software in the last year or two include Hills Holdings, Mercury Marine, Hunter Douglas and Orrcon Steel. Hills use RFgen to manage the storage and handling of electronics goods in a number of their warehouses and depots nationally.

arehouse Management:

Over the past year we have been extremely busy with RFgen projects. Our ERP Pillar has successfully delivered five RFgen implementations over this period, with a number of new projects currently in progress. We have a very strong product interest in the market, good brand awareness and a pipeline of projects planned to get underway over the coming months. RFgen has clearly demonstrated its value in the marketplace with customers running various ERP systems, including JD Edwards, SAP, E-Business and many others.

Two customers that have more recently implemented RFgen are Ardent Leisure and Warrnambool Cheese and Butter Factory. RFgen is being used by Ardent to manage the stock and assets at their Dreamworld theme park in the Gold Coast. Dreamworld staff carry mobile devices that run RFgen software. Any stock that is stored in their site warehouses or handled at merchandise stores is barcode labelled so that it may be received, transferred, counted or issued in the ERP by scanning it. Warrnambool has a similar application in place, albeit different stock. Warrnambool uses the system to barcode scan their dairy products—milk and cheese—during production, palletisation and shipment. The software is currently being rolled out across their five warehouses in Victoria.

Finally, Fusion5 is in the process of implementing RFgen for Ergon Energy in Queensland. The first phase of this project is due to go live. Ergon plans to run the software as a full warehouse management system to

SCANNING SUCCESS FOR CUSTOMERS WITH RFGEN

on items and assets and to scan these using mobile devices, updating the ERP system in real time. In addition customers may elect to transact using voice in the warehouse or in the field, by performing functions such as Voice Picking/Putaway/Count. Given the accuracy gains that are obtained through this technology, we are finding very strong interest with a quick return on investment.

This implementation includes a footprint of 3G devices used to run directed putaways, replenishments, stock palletisation, license plating and load management of shipments within JD Edwards. Mercury Marine has similar warehousing and logistics requirements to handle stock for their boat engines and spare parts business, all managed within their distribution centre in Melbourne.

Hunter Douglas and Orrcon use RFgen to manage shop floor automation, notably during the manufacture of household blinds and steel components respectively. In these cases RFgen is used to simplify the issuing of raw materials and completion of finished goods during their complex production operations. This approach involves multiple manual processes being combined into a single, automated production activity that takes place at the end of the production line. Finished goods are scanned when produced, which updates the ERP system in real time.

handle all of the stock and assets across their five warehouses and seventy depots. This implementation includes barcoding technologies using wifi, 3G and disconnected modes.

Although our customers have traditionally elected barcoding and RFID technologies to manage stock and assets, Fusion5 is finding a growing demand for voice and wearable technologies. This includes Voice in the warehouse and in the field. There are major productivity benefits to be gained from voice-enabling the ERP system, as it allows users to perform their day-to-day activities extremely efficiently hands-free.

Fusion5 is looking forward to the continued success of our RFgen product line. We truly believe that this product adds significant value to our customers, as is evidenced by the adoption that we are seeing.

Please contact Craig Westcott Craig.Westcott@fusion5.com.au +61 3 9922 5505 if you would like any information about the product. We are happy to organise a demonstration.

W

P/ 10 Section 01 – Enterprise Resource Planning (ERP)

A CONFERENCE TO REMEMBER!

NetSuite’s SuiteWorld

In Mid-May, NetSuite held its annual SuiteWorld conference in San Jose, California. Fusion5, having recently achieved 5-star partner rating was represented by Grant Robertson (Solution Architect) and Brynt Moggach (Sales Executive). The event saw three days of keynotes, intense sessions, demos and networking with like-minded cloud enthusiasts and partners, ending each day with an abundance of new contacts and a little more ‘ammo’ for the kitbag.

P/ 11Section 01 – Enterprise Resource Planning (ERP)

Customers are engaging with businesses from many different angles such as point-of-sale, via the web, via mobile, call centre and directly with employees. Each one of these access points may have a different user interface, channel or touch point. This omni-channel environment requires a system, like NetSuite, that can leverage each touch point and interaction to give you a 360-degree view of a customer, no matter how they interact with your business. “The only way to get a single view of the customer is to have a single view of the customer” stated CEO Zach Nelson.

The ‘internet of things’ and software is changing the way people buy goods. This means that most transactions will include a product and a service. In Zach’s words “There are no clear lines between what your company is and what some other company is. The simplest way to say it is that product companies are becoming services companies, and services companies are becoming product companies….. It’s a much larger challenge from a business model standpoint, how do you transform your services into products and how do you transform products into services? When you hear people talking about the internet of things, that’s really what they’re talking about, e.g. selling a jet engine with built-in service attached to it.

– Deliver complex multi-model project billing capability

– Automate revenue recognition to schedules and deliver accurate financial statements.

• Next Generation B2B Customer Centre: NetSuite announced its new B2B Customer Centre built on the SuiteCommerce platform. It enables the delivery of a B2C-like online shopping experience for B2B customers and includes B2B buyer capability including history, shipment tracking, approvals, payments, order status, reorders, account information, refund request and more. Built using the responsive design capability of SuiteCommerce, this new Customer Centre is available for use anywhere from any device.

SuiteWorld was truly a well organised and eye-opening event to become a permanent fixture on the calendar with many evening events and one-on-one discussions with industry peers. Meeting Zach Nelson (CEO), Evan Goldberg (Founder and CTO) and Jim McGeever (COO), although briefly, really speaks volumes in terms of how NetSuite engages with their partners and customers, and assures us of their commitment in the cloud ERP, CRM and eCommerce arena.

This is the next disruption happening in the world and this is a battle you are going to have to fight and win.” “What does this all mean? You have to figure out a strategy about how to future-proof your business and we think an important piece of that is having a flexible, future-proof business system that you can experiment with, try new things with and not take a year to do it.”

Key announcements• New UI in release 2014.2: NetSuite

unveiled the new user interface that will be available in the 2014.2 release coming in the second half of 2014. The new UI makes interaction easier and provides a fresh new ‘look and feel’ for a better user experience all round. This change was based on three years of deep usability research with NetSuite users and has resulted in a seamless and consistent interface that speeds up work and increases ease of use. Leveraging HTML5 and the principles of ‘flat design’ focused on minimalist use of simple elements, typography and flat colours, the new UI includes many day-to-day advantages for users.

• Updated SRP (Service Resource Planning) capability: Automate key aspects of your business in a complete bid-to-bill lifecycle providing capability

required for PSA (Professional Services Automation) such as project management, resource management, time entry, expense management and project accounting to cater to the needs of project-based businesses. Some of the new capability includes

– Multi-model billing for service delivery across the services value chain from fixed fee to milestone and time-and-materials

– Mobile and social capabilities that give on-the-go services professionals access to real-time business information anywhere, anytime and better collaboration across the organisation

– Enhance your project management capability with collaboration and updating of projects anywhere, anytime including templates, dependencies and Gantt charts

– Improve resource management by allocating the right resource to the right project and optimise utilisation with skill sets and industry expertise matching

– Manage the aspects of project accounting and job costing by tracking labour from time entry to financials and real-time project profitability with budget management

Attended by some 6,500 people (up from 5,000 the previous year) attendees were keen

to hear about the ‘next big thing’ in cloud-based business applications from the emerging leader. It is no surprise that NetSuite, having achieved 42 per cent market share growth, is now in the ‘top 10 financial management systems’ and is looking to double its revenue in the next three years. Any mid-market organisation looking for an ERP, CRM or eCommerce solutions should include NetSuite on the shortlist, as more than 20,000 companies and subsidiaries globally are using NetSuite for their mission-critical business systems.

It is evident that NetSuite’s overall market position is strengthening as deals get larger and more complex. As an example, the State of Texas (Office of the Comptroller of Purchasing) who joined NetSuite CEO Zach Nelson during his keynote to discuss the B2B procurement portal now runs on NetSuite.

Seeing the quantity and quality of partner organisations that attended and exhibited (more than 100) at SuiteWorld was testament that things are really shifting gear. A couple of the partners had moved from Microsoft Dynamics to NetSuite because of the power of a single cloud-based solution offering ERP, CRM and eCommerce all-in-one. Some of the other partners have extended NetSuite further with cloud-based solutions including Birst (advanced analytics), Concur (expense management), Box (document management), DocuSign (electronic signatures), Jitterbit (integration), Tavano (events and eCommerce), Adaptive Insights (advanced budgeting and forecasting), Accellos (warehouse management), Click Software (mobile workforce management), NextService (service management) to name but a few.

Major messagesCRM is not only about the sales process (Sales Force Automation), but rather it’s about every interaction with your customer and prospect from marketing to sales and transactional business process (like billing, receivables, eCommerce, etc.) and you really need a complete suite like NetSuite to be able to get a single view of your data.

“Fusion5 is one of our top performing partners across Australia and New Zealand. They have a strong delivery capability and very satisfied NetSuite customers.

Fusion5 continues to invest significant resources in their NetSuite practice and, as a result, they have qualified as a 5-star partner in just four months into 2014. This is a great achievement for Fusion5, as they bring the benefits of NetSuite’s

cloud-based business management solution to their clients.” Vince Randall, Sales Director, NetSuite Australia and New Zealand.

Section 02 – Human Capital Management (HCM)

We’ve had another busy quarter in HCM with lots of activity across all our customers.It has been exciting to see several new customers going live with our Empower Payroll / HR software including AACo and Barossa Co-op. At the same time, our development teams have been busy working on product enhancements and modifications. Many customers are choosing to work with us to develop functionality that meets their specific business requirements rather than looking to the market and adding ‘yet another’ product or service.

HCMUpdate

GS1 implements PayGlobal’s performance management moduleGS1 is a neutral, not-for-profit, international organisation that develops and maintains standards for supply and demand chains across multiple sectors. With local member organisations in more than 110 countries, GS1 works with communities of trading partners, industry organisations, governments and technology providers and responds to their business needs through the adoption and implementation of global standards.

GS1 engaged Fusion5 to implement PayGlobal’s online performance management process to replace their current, paper-based system. This project involved reviewing their entire end-to-end process for yearly performance reviews and converting the process into the Employee Self-Service (ESS) module which is part of the PayGlobal product suite. The ESS website is driven by Windows Workflow Foundation on .NET 4.5 which enabled us to configure the software to replicate and improve upon GS1’s end-to-end process for annual performance reviews.

The online process was customised in order to meet GS1’s requirements and the new features they wanted to implement. The HR team can now log into the system and receive up-to-date data around the progress of all performance reviews and report on development plan goals for all employees. This functionality has also given the HR team the ability to provide overall statistics and performance review scores for all employees for their executive team at the push of a button.

Our Empower and Jade Star teams have always offered this development service and we’ve noticed an upsurge in activity in recent years. We enjoy working hard to develop to our customer’s requirements and to find ways to add value around product usage; we’ve especially noticed that extending Self Service functionality is a popular theme. In most cases we are able to bundle these enhancements and modifications into product releases making the new functionality available to all customers.

In addition to new implementations and customer-driven enhancements, we’re making good progress getting Jemini, our new generation payroll / HR software, to its first release. We’ve adopted the agile software development approach with Jemini, and we’re already seeing the benefits. This approach gives us great flexibility and, when combined with our user-centric design focus, we’re confident we have the underlying processes in place to build a product that will meet both new and existing customer needs. We’ve been showcasing Jemini to many of our existing customers and aim to start presenting to new customers in 2015.

Another exciting part of HCM is our PayGlobal practice, having moved from Partner to being independent. Today we are busier than ever and have added another six PayGlobal customers providing specialist consulting services and support. Fusion5 has so much skill in our PayGlobal consulting team; we are really enjoying the opportunity to extend our services to the wider PayGlobal customer base.

If you are a PayGlobal customer and are interested in finding out more about what we do, please get in touch with us. We offer competitive fees and, with our large team of Australia / NZ consultants, we’re generally able to complete assignments with only a week or two’s notice. Chris.Radley@fusion5.com.au or Gabriella.barbara@fusion5.co.nz

P/ 13Section 02 – Human Capital Management (HCM)

THE TASMANIA PRISON SERVICE (TPS) IS A LONG TIME EXISTING FUSION5 EMPOWER CLIENT AND IS THE LARGEST COMPONENT OF THE DEPARTMENT OF JUSTICE (DOJ). TPS OPERATE A NUMBER OF CORRECTIONAL FACILITIES AROUND TASMANIA IN THE FOLLOWING LOCATIONS

• Risdon Prison complex

• Ron Barwick Minimum Security Prison

• Mary Hutchinson Women’s Prison

• Hobart Reception Centre

• Launceston Reception Centre.

The TPS has more than 300 employees across these facilities and up until now have utilised stand-alone Microsoft Excel spreadsheets to manage the rosters for all Tasmanian prisons. These spreadsheets have been developed and administered over successive years by a range of staff using predominately manual processes, resulting in process inefficiencies and key person dependencies.

The TPS required a robust solution to manage its rosters, given the complexity of the award that governs correctional staff. The TPS needed surety that the solution would provide good governance as well as reduce process inefficiencies, hence they wanted an electronic and proven product.

TimeFiler was selected as that product. TimeFiler is a time sheeting and roster solution and has been integrated with the Empower application and Empower ESS.

When speaking with Megan Killian-Richardson, DOJ Project Manager and Programme Director, about the selection of Fusion5 and the TimeFiler product she says “Fusion5 has not only provided us with what we needed, but have also been able to value add to our business processes through their extensive experience in roster solutions”

She also stated that “I believe that not only will the TPS be using a contemporary product, but they should now be in a position to address significant shortfalls with the previous system, and thereby deliver quantifiable benefits to the Department and ultimately the Tasmanian community”

Although the TPS project is currently in the parallel run phase, thanks to the dedication and partnership between TPS and Fusion5, it has brought with it a number of additional opportunities. TPS team member, Skipp Wyllie, has demonstrated what has been built and has shared his experiences with Fusion5 with other Tasmanian government departments such as the Police. We believe this is a relationship that will continue to grow and expand to other areas in the future.

G4S integrates PayGlobal with their Saturn rostering softwareG4S is a British multinational security services company headquartered in Crawley, United Kingdom. It is the world's largest security company measured by revenues and has operations in around 125 countries. With over 620,000 employees, it is one of the world's largest private sector employers.

G4S has been using the PayGlobal product suite for many years now and always turns to Fusion5 when implementing new solutions and improving upon existing business processes. Over the past six months we have been working closely with G4S to implement a range of new solutions to help improve efficiency and reduce costs. This work includes integrating the PayGlobal ESS product with their in-house developed rostering software, Saturn, so that all of their staff can apply for leave requests online using ESS rather than filling out paper-based forms. During this process, a number of internal processes were modified to ensure existing reports and deliverables for the business could still be achieved. As Saturn is used by all G4S businesses globally, a number of software development changes were required to ensure the data being sent from ESS could be stored and successfully accessed by the Payroll team. We are also in the process of moving all learning and development users from the core PayGlobal software to ESS to ensure that all users around Australia have access to this information at all times from any location.

Department of Justice Tasmania adopts TimeFiler to manage their rosters

Customer Story

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Everybody understands the role of the software developer, but do you understand the increasing importance and prevalence of the UX designer?When you think ‘user research’ you could be forgiven for thinking white lab coats, endless surveys and dense reports, but the reality is far from this. User research has come out of the lab. Enabled by advances in cloud services and mobile technology, researchers have no excuse not to seek out valuable insights from within their users’ own organisations, on site, in the thick of it.

User research sits within the UX (User Experience) discipline, where the primary goal is to create products which delight people by improving the usability, ease of use and pleasure provided in the interaction between the user and the product. The Fusion5 Jemini team (responsible for our new generation HR/payroll solution) is putting users at the centre of our thinking to ensure our product is designed to support its intended users’ existing beliefs, attitudes and behaviours.

User research plays a large role within our design and development process for Jemini. We use it to validate assumptions, seek out problems faced by users and develop a better understanding of how and where our users work in order to design better solutions for them. We do not just guess at what issues our users are facing, we actively travel out to our customer organisations to ask them ourselves and watch the way they work, witnessing frustrations first hand.

So what exactly does the Jemini user research team do? On any given day, the research team might be completing any one of the following activities

Interviewing users at their organisation

• Analysing datasets for key insights relating to user behaviour or needs

• Observing users working in their contexts

• Working with our users to illustrate how they go about completing their work

• Working with designers to transform research findings into Jemini features.

User research for the Jemini projectIn order to ensure a shared understanding of our users amongst the Jemini team and to challenge any assumptions that we had about our users before we started designing the product, the Jemini UX team undertook a seven week research programme. The objective of this research programme was to develop an in-depth understanding of our users and their attitudes and behaviours towards HCM/payroll products and services.

A series of 20 one-hour user interviews were conducted within users’ offices across Adelaide, Melbourne and Wellington. These interviews sought to identify frustrations, goals, attitudes and behaviours when using our software. In addition, we observed the context in which they worked, capturing many photos of our users’ workplace environments so that we could share them with the rest of the team back at the office.

We acknowledge that many interactions with our products do not occur in a vacuum. Looking at the context which surrounds users, the environment in which our users are working in matters, as do the physical products that affect the way our users will interact with our designs (screens, keyboards, smartphones). What about their emotional state? For example, if they are rushing to submit a timesheet on Friday afternoon, they may be more likely to miss minor details or get frustrated with cumbersome forms.

In addition to producing a findings report, the team also created a series of personas. Personas are fictitious archetypes that represent the shared goals, needs, frustrations and observed patterns of behaviour gleaned from our user pool.

Personas encapsulate and explain the most critical behavioural data in a way that is simple to understand and digest. We create a single poster for each persona which includes key information about the individual and a narrative backstory outlining key pieces of information about how they use our products. These persona posters are then placed on the walls around our office, so everyone can experience the outputs of our research efforts.

Personas help us by making our assumptions and knowledge about users explicit: creating a common language to talk about users meaningfully, which leads to a greater consistency in how our users experience the Jemini product and brand across all channels. Personas use storytelling to engage the emotional aspects of our brains which helps us empathise with our users. Ultimately, personas help us bring the users back from the wild and into the office while we’re designing.

Now with a solid understanding of our users to build on, design and development are beginning on the Jemini application. Our user research will play an ongoing role in our methodology as we continually look to challenge our assumptions and expand our understanding of our users’ attitudes and expectations towards Jemini.

Section 02 – Human Capital Management (HCM)

OUT OF THE LAB & INTO THE WILDGetting under the hood of the Fusion5 UX user research methodology for our Jemini project

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The talent market in Australia and New Zealand has become increasingly competitive in recent years and today companies are struggling to attract, motivate and retain employees at all levels of the organisation. As a result, it has become critical that HR develops a robust HR infrastructure to help companies achieve business objectives, build their bottom line and deliver sustainable growth. Implementing a solid technology framework can help organisations achieve these goals by automating processes, attracting top talent, improving employee engagement, and nurturing a culture of high performance.

RedCarpet – SilkRoad’s web-based onboarding and engagement software effectively manages onboarding, offboarding and every employee lifecycle event in between. The RedCarpet onboarding and life events solution is a critical component to ensuring your workforce is engaged and productive from the day they join.

WingSpan – WingSpan is a flexible employee performance management solution that helps companies engage, motivate and retain top talent, providing an online solution that addresses everything from employee goals to compensation management.

GreenLight – SilkRoad’s learning management system allows companies to manage the process of creating, delivering and tracking personalised training programs centrally. GreenLight gives companies the benefit of an intuitive web-based learning management system that’s configurable to meet the employee training demands of any organisation.

Fusion5 now has a number of customers enjoying the benefits of SilkRoad; and SilkRoad as an organisation has more than 2270 customers globally with 88 across

Australia and New Zealand. Join Fusion5 and SilkRoad at our HCM user group, being held in Wellington and Auckland to hear more about SilkRoad’s offerings around employee lifecycle management. For more details, please visit http://www.fusion5.co.nz/calendar/2014-08

Section 02 – Human Capital Management (HCM)

Nurture Employee Engagement with Integrated HR technology solutions

The HR team was also struggling with excessive volumes of paperwork which prevented the HR team from offering a high level of support to the business. Lumo Energy turned to SilkRoad’s LifeSuite solution to help automate their processes, and to enable future growth by identifying and developing the next generation of leaders.

New hiring functionality

Lumo implemented LifeSuite’s OpenHire solution to replace manager-reliant onboarding procedures and paper recruitment data with innovative, strategic processes. These processes have enabled the HR team to grow and refine a talent pool of potential hires that have been pre-screened for future positions.

The system also reduced the amount of time spent on each discrete recruitment process and helped identify the right cultural fit and talent profile for each position, thus assisting to reduce turnover. Meanwhile, externally, OpenHire has enabled the company to engage with the wider talent pool and position the organisation as an Employer of Choice.

Employee onboarding

Lumo Energy also introduced RedCarpet. RedCarpet has enabled employees to access specific content relevant to their role, location or job function, as well as details about informal benefits such as gym memberships.

Information about company procedures is also recorded in this system, ensuring valuable knowledge isn’t lost if an individual leaves. The system also shares this content in a timely, activity-driven manner ensuring that new hires receive the correct training at each precise stage of the comprehensive six-month onboarding process.

Previously managers went through this process personally with each new recruit. Since implementing LifeSuite however they can now devote their time to ensuring the new hire quickly becomes productive in their role instead.

Training and development

Due to high attrition rates in the call centre, training courses for new recruits needed to be run on a regular basis. LifeSuite’s GreenLight solution has enabled Lumo’s HR team to target individuals at various stages of their onboarding process or employee lifecycle, thereby making sure staff receive the training they needed, when they needed it. Workers can now take advantage of e-learning units such as online leadership courses, which helps put staff firmly in control of their own development.

Putting training and development system online has meant that compliance training records are easy to access and update. This is a major success factor for Lumo because the company is legally obliged to continually provide compliance training. In the event of a compliance audit, training records can now be provided with just a few clicks of the mouse whereas in the past this report took a team of five people up to three days to compile.

Performance management

Lumo aimed to tackle retention and attrition by improving their performance management process with the introduction of SilkRoad’s WingSpan solution. Through this system, the company has been able to set goals, evaluate employee skills, provide feedback and keep them informed of opportunities for development, all of which have helped improve employee engagement and reduce attrition rates.

Moreover, through WingSpan, business leaders can now manage workflows, goals and KPIs with greater ease, whether for an individual or an entire department. This in turn has reduced time spent on these processes, freeing up the business to focus on building the bottom line.

The results

Thanks to all four SilkRoad solutions, the company has been able to automate many necessary but time-consuming manual procedures, increase efficiencies and save countless hours in the process. Before the implementation of LifeSuite, the HR team at Lumo spent 60 per cent of their day dealing with time-consuming paper work. Today the company believes the reduction of time spent processing documentation and chasing incomplete, incorrect or overdue paperwork is invaluable.

With a plethora of recruitment, onboarding, people management and learning and development systems available on the market, Lumo chose SilkRoad’s LifeSuite because the solution provided strength in all areas, rather than prioritising one feature with other modules added on as extras.

Being able to deliver such a powerful, impressive tool to the business in four comprehensive modules in over just ten months, within budget, pleased management as much as it thrilled the HR team. The software, together with the champions in the business, has helped streamline Lumo’s operational efficiencies, freeing up valuable time that could be better spent recruiting new talent, ensuring employees are engaged and motivated, providing outstanding service to their customers and ultimately building the business.

Over the past few years Fusion5 has partnered with SilkRoad (www.silkroad.com) to deliver HR solutions to customers across Australia and New Zealand. SilkRoad is a leading global provider of cloud-based social talent management software, best known for the award-winning SilkRoad LifeSuite®. LifeSuite is an integrated suite of employer-branded HR solutions that nurtures employee engagement from recruiting and onboarding to learning and career development.

Encompassing all aspects of HR management from pre-hire to retire, LifeSuite comprises four key solutions:

OpenHire – SilkRoad’s online recruiting management and applicant tracking system that helps companies hire top talent quickly, reducing paperwork and costs. OpenHire helps organisations automate and brand their entire recruiting management process, providing for broader applicant selection through a free job distribution network and social media integration.

CASE STUDY: LUMO ENERGYOne of Australia’s leading electricity and gas retailers and a member of the Infratil family, Lumo Energy has a combined workforce of 500 people. More than half the company’s employees are based in a Melbourne call centre where high staff turnover and hiring demands has created a pressing need for effective recruitment and retention measures.

CRMUpdate

The Pivotal CRM team continues to grow and we welcome new consultants in both Australia and New Zealand. One of our new consultants, Jane Caldwell, a long time Pivotal ‘veteran’ recently joined our Sydney team, and is very excited to be back working with Pivotal CRM. As well, two new technical consultants have joined our Auckland and Wellington teams to help us keep up with customer project demand. The trend we are seeing in the CRM market is to focus on delivering faster value to organisations through the design and development of specialised, vertical solutions. Fusion5 vertical templates are gaining continued success with our global partner, Aptean, backing the strategy and supporting Fusion5 to position some of our solutions globally.

Section 03 – Client Relationship Management (CRM)

Open Polytechnic selects Pivotal, Smart-TMS and Fusion5The Open Polytechnic currently provides open and distance learning services to approximately 40,000 students and offers a diverse range of courses and qualifications. Due to the nature of the client base and product offerings, support and communications are managed from a distance without face-to-face contact.

The Open Polytechnic was seeking an integrated and holistic student management solution that will assist in managing both student and learning information. Fusion5 proposed our training management solution, Smart-TMS, built on the Pivotal CRM platform, to meet the student information management requirements. This solution offers The Open Polytechnic a flexible and scalable platform with out-of-the-box CRM capability and ready-to-implement modules to support each business function including management of the academic framework, qualifications, assessment and courses.

The Open Polytechnic selected Fusion5 and Pivotal CRM with Smart-TMS to underpin their strategy of having a more student-centric operation and to consolidate multiple silos of information from different systems within a single, flexible platform. These capabilities underpin The Open Polytechnic’s objectives to gain significant operational efficiencies with better systems across multiple departments and significantly improve the student experience with the introduction of CRM.

Smart-TMS has a successful track record within the Industry Training Organisations (ITOs) managing tens of thousands of work-based trainees and apprentices across both the front office student administration functions as well as back office compliance and integration with the Qualifications Authority and government departments requiring performance reporting. Fusion5 has invested significant R&D in Smart-TMS which leverages the Pivotal CRM base applications to provide a ‘customer centric’ view across all areas of student management. The Open Polytechnic project will see significant additional investment into the Smart-TMS product extending its already rich student and CRM capability to cater for a new segment of the higher education sector.

For more information on Smart-TMS and our student management features, please contact Sven Martin Sven.Martin@fusion5.co.nz +64 21 365 415 / +61 409 418 042

As an example, Fusion5 and Aptean are collaborating to launch the Fusion5 Pivotal Insurance Broker template. This template will open up a new vertical market for Pivotal CRM with our cornerstone customer, PIC Insurance, in the final stages of going live with their full end-to-end deployment. “The time-to-value impact of Pivotal CRM for Insurance Brokers is clear proof that horizontal CRM solutions are no longer sufficient to meet the unique needs of the insurance vertical. By delivering a solution built from the ground up for brokers, we achieve faster adoption and faster return on investment” said Matt Keenan, Aptean Vice-President of customer relationship management.

We are also pleased to welcome our latest customers to the Pivotal community. Two of these customers include The Open Polytechnic of New Zealand who selected Fusion5 and Smart-TMS as their CRM and Student Management System, and Beyond Medical Education who is our third Pivotal CRM Registered Training Provider customer in Australia.

In May 2014 we checked out Aptean’s focus and strategy on products by attending the Aptean EDGE conference in Las Vegas. The conference was well attended by customers and partners from across the world and it was reassuring to see Aptean’s commitment and significant investment into the Pivotal CRM product and roadmap with a number of game changing initiatives underway. Fusion5 recently held our Pivotal Connect LIVE User Groups across Sydney, Melbourne, and Australia. These events bring the highlights of the product strategy and investment as well as provide customers with a sneak preview of the new HTML5 Pivotal Web User Interface and Business Intelligence solution.

P/ 17Section 03 – Client Relationship Management (CRM)

Two senior members of the Fusion5 CRM team recently attended Aptean’s Global Edge Conference: Paul Kennedy, Principal Consultant based in Melbourne together with Ben Stewart, Sales Executive and Account Manager, also based in Melbourne. Following their return, Paul has provided this update.They say what happens in Vegas stays in Vegas.: that said Ben Stewart and I broke all the rules in Vegas while attending the Aptean Edge Conference 2014 in May. Our goal was to connect with Aptean, Aptean partners and Aptean clients and bring home as much information, skills and as many contacts as we could.

Aptean EDGE started on Monday with a meet-and-greet session where we had the opportunity to mingle with the 2,000+ attendees and discuss our goals for the conference. It was an early night after that to prepare for the conference sessions to begin on the Tuesday.

Tuesday morning, 2,000+ customers were in attendance from around the world. Aptean CEO, Paul Ilse, opened his keynote address by unveiling Aptean’s new branding statement, ‘Where Software Works’, which is driving a new strategic direction for the organisation. His speech included some inspirational aspirations and focus by Aptean around striving to be cutting edge and continually improving themselves to be forward thinkers for their customers. It was comforting to hear the organisation’s renewed commitment to its core products like Pivotal CRM and I wanted to dig a whole lot deeper to find out more.

Two sessions that I was looking forward to were Jennifer Sherman outlining the product management strategies and roadmap and Matthew Keenan with the Pivotal CRM roadmap. Aptean’s company direction, as outlined in Jennifer’s keynote session, was very much around an integrated product set that provides solutions for specific industries as well as tools of value to any organisation or industry.

The Pivotal CRM roadmap session contained the platform and application goals for the next 2-3 years. Elements such as email marketing are about to have new versions released, while the big strategic direction was around the release of the new HTML5 client later in the year. This technology will provide a flexible and powerful web-based solution including the client-side business logic that was missing from the previous web-based solution.

Over the following days, Ben and I attended a wide range of other sessions including the event management framework overview—a solution that provides a powerful tool for integrating systems in almost any way required. Other standout sessions were around integrated solutions with Pivotal CRM and Knova (Knowledge Management Software) and also the chosen BI solution from Aptean for Pivotal CRM, the QlikView platform which provides a flexible and powerful view of organisational data. We gained many insights from seeing these solutions and will be introducing these over time to our local clients.

We managed to network with many people, both conference attendees and Aptean staff. This networking included having dinner and discussions with the Aptean management team, from the CEO, Paul Ilse, to the product management executive team of Jennifer Sherman and TVN Reddy. Their openness and honesty was refreshing and increased our confidence further in the direction Aptean is heading with Pivotal CRM and their other products.

CRM Culture, the company behind the popular Pivotal Productivity Pack module, ran a session at the conference showcasing the latest features of the Productivity Pack. Steve Roch, CRM Culture’s passionate President and CEO, presented features including pivot tables for Pivotal CRM. Fusion5 also managed to get a sneak preview of what was in the pipeline and needless to say I was very impressed and excited to get my hands on the new functionality.

It was a great week in Vegas which exceeded my expectations for the value I got from the sessions and the networking opportunities at the conference. I would urge our Pivotal CRM customers to attend next year’s conference and gain the same insight that Ben and I received from this year’s event.

Our customers invest heavily in Pivotal CRM as a core business tool and just to be able to network and share ideas with other customers as well as see the commitment from the product teams is of huge value to our clients across Australia and New Zealand.

Aptean Edge Conference

Section 04 – Customer Experience (CX)

As a leading Oracle partner in Australasia Fusion5 runs regular events and webinars for customers to help keep them abreast of product developments and to help ensure they get the most from their investment in the technology solutions we provide.Fusion5 works closely with Oracle as the reseller and consulting partner in their Oracle Customer Experience (CX) Suite of applications. Our team has a long history of implementing Oracle Service Cloud (formerly known as RightNow) and supporting customers in their use of this world-leading technology.

At our recent CX Connect User Group events, we had two customers share their success stories around how they are using the Oracle RightNow solution to produce great benefits for their organisations and customers.

Christian Linke from the University of Auckland explained how far they have come over the last few years in their journey towards effective enterprise CRM. He talked about how the University of Auckland is now ‘acting as one, speaking as one and thinking as one’ in the way they are approaching their interactions with students and stakeholders. Over the last seven years, they have really developed and enhanced their use of RightNow across the University, achieving some great results.

CXCX RightNow Update

Customer Experience is a very hot topic. Many organisations are striving to meet the expectations of customers - delivering high quality services and seeking to gain operational efficiencies all at the same time. Fusion5’s CX team is keeping busy with a number of exciting projects across our customers. Vodafone, Westpac and SkyTV are but a few customers investing to further enable their call centres and online digital teams to maximise the value of Oracle Service Cloud (RightNow). All of these customers are looking to get knowledge and self-service deployed across mobile, integrating with social media and setting up online chat as another channel to market.

Earlier this year, our Fusion5 CX team achieved specialist certifications for Oracle Service Cloud with platinum partner status, and we have been recognised by Oracle as one of the largest specialised service cloud teams in the world!! Steven Roughan, our CX Manager was interviewed by Oracle in San Francisco on his observations and trends around customer experience. If you haven’t already watched these videos be sure to check them out with links on our website.

The next few months will see us expanding our capability across social and marketing cloud solutions as both are proving to be of high interest for our customers. Look out on our website for our webinar series showcasing the value of these solutions.

Sharing customer success storiesFUSION5’S CX CONNECT USER GROUP EVENTS

John Scully from Kiwibank gave some insights into their customer-focused culture and how Kiwibank is using the Oracle RightNow knowledge base to help answer customer enquiries. Kiwibank’s knowledge base deflects eight% of internet banking emails, resulting in customers not having to submit their enquiry (after they have found the answer to their question themselves from the suggested answers presented), saving Kiwibank receiving around 80-100 emails each day.

At these events, our Fusion5 technical team presented a useful way to provide automated scheduled alert reports from any of the data sources within the RightNow database. These alert reports can be created and emailed to selected people when certain conditions are met – e.g. when an email/incident queue hits a certain level of concern, an alert can be triggered to advise management. These reports can be very useful to management, where they may need relevant information at certain times, or when certain conditions are created.

Michael Bailey from Oracle also provided an interesting update on some recent Oracle acquisitions in their ‘CX portfolio’ of cloud applications. These acquisitions include ‘BlueKai’ which will become part of Oracle’s marketing cloud’s Data Management Platform, aggregating marketing data of all kinds to improve marketing execution and ‘LiveLOOK’, a co-browse solution, which will form part of Oracle Service Cloud (which is where RightNow fits).

P/ 19Section 04 – Customer Experience (CX)

1 Guided assistance—giving customers tools to help increase self-service rates

2 Mobile optimisation—enabling easy access to online help, answers, chat and web forms from an interface optimised for mobile devices

3 Cloud Monitor and Smart Sense—to ‘listen’ to social channels and engage with customers

4 RightNow Support Community—leverage social self-service and feed your knowledge base with re-useable content; and reduce costs through peer-to-peer self service

5 RightNow Innovation Community—encourage customer insights and innovation ideas from customers, and create discussion forums

6 Self Service for Facebook—enable customers to find answers, ask questions, submit ideas through extending RightNow support on your company Facebook page

7 Marketing emails (Outreach)—effective outbound email marketing and campaign management (60,000 included with the base RightNow subscription)

8 Feedback—capture voice of customer feedback with RightNow surveys

9 Add-ins and Custom Objects—centralise the agent desktop and extend the reach into other applications through add-ins, and extend and customise the RightNow data model with custom objects

10 RightNow Agent Mobility—untether from the contact centre through enabling RightNow on Smartphone and tablets (Apple iPhone/iPad)

MICHAEL ALSO HIGHLIGHTED TEN FEATURES OF RIGHTNOW THAT CUSTOMERS CAN ‘SWITCH ON’ TO HELP GET MORE VALUE FROM THEIR INVESTMENT IN THE SOLUTION. THESE INCLUDED:

The next Fusion5 CX Connect user group events are planned for October. Please let your service delivery manager know if you are interested in attending.

Section 05 – Service Management Solutions (SMS)

SMSUpdate

The HEAT is definitely on! The last quarter has seen the team busy with a diverse range of projects in a large span of industries—education, health, food services, government services—to name just a few. The team always enjoys supporting our customers with new ways to gain further value from the solution, so don’t be afraid to challenge us with your requirements.

Two more people have joined the Fusion5 Service Management team. We are pleased to welcome a new Senior Service Management Consultant, Neill Evans in Auckland, as well as another dedicated Sales Representative, David Cox who recently joined our Sydney office. The team growth will provide much needed coverage to both customers and prospects as the interest in HEAT 2014 continues to grow.

Our account management team is on the road supporting our customers’ initiatives in leveraging HEAT to better support service management in their organisation, and many customers are making the move to HEAT Cloud with 30 customers now live.

If you haven’t yet watched some of the webinars from FrontRange on the value of HEAT 2014, be sure to check them out. The list of topics includes:

• HEAT 2014 Introduction to Service Management

• A closer look at Service Management

• Client and Device Management

• HEAT 2014 – New features of release 2 for existing and new customers.

If any of these topics interest you, please contact Karen Westcott at Karen.Westcott@fusion5.com.au who can send you the link to the recording of the webinar.

HEAT VoiceHEAT continues to be a number one choice for IT service management. One of the stand out solutions within the HEAT portfolio is HEAT Voice.HEAT Voice allows you to improve your customers’ experience, whether internal or external, by phone-enabling your service management solution. Wait times, transfer rates and calls abandoned are dramatically reduced and the dreaded process of explaining your situation to each agent until you find one who can help you is thankfully avoided. As a result, FrontRange customers are reporting superior end user satisfaction levels and significant productivity improvements in the time allocated to resolving technical and service issues.

Here are some of the ways that HEAT Voice facilitates these improvements:

• Integrated Voice Response (IVR) menu. IVR will solicit information from the caller in order to gather information on what service they need. This allows more accurate routing of calls so that the best person can be chosen to deal with the call. These menus can be fine-tuned by administrators based on which choices are most and least popular and at which point people hang up.

• Automated Call Distribution (ACD). ACD can be based on a number of factors often using the information gathered above or perhaps information stored in the system about the person making the call. Skills-based routing is called into play as well; the idea being that the call is routed to the person available who can best help with the incident.

• ‘Screen pops’ so that agents are given relevant information about the person making the call, eliminating the need for customers to repeat themselves.

• Automation can be set up for tasks such as resetting passwords, initiating and approving change requests or logging incidents. This feature provides 24/7 access for certain tasks.

Cost-effective, Ease of Implementation and AdministrationHeat Voice clients are provided with a native integration into HEAT Service Management eliminating the need for complex and costly integrations. Connectivity to HEAT Voice is done via industry standard SIP trunks either from your IP enabled PBX, media gateway or VoIP Service Provider. In fact, a SIP PBX is included in HEAT Voice. Gateways and phones from different vendors can be used, so there is generally no need to purchase new equipment.

HEAT voice is a software-based solution entirely configurable via voice administrator. The application is designed so that non-technical staff can configure the application such as IVR blocks, agent skills, queues and call analysis with simple, easy-to-use configuration wizards. The HEAT Voice toolbar appears within HEAT Service Management and is fully integrated.

HEAT Voice is a great facilitator for connecting with your customers in an efficient, effective way.

As a very famous man once said “A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favor by giving us an opportunity to do so.” Mahatma Gandhi

P/ 21Section 05 – Service Management Solutions (SMS)

THE FOUR BIGGEST CHALLENGES—AND HOW TO SOLVE THEMBUSINESS SUCCESS IS HIGHLY DEPENDENT ON AN ORGANISATION’S ABILITY TO EMPOWER ITS MOBILE WORKFORCE. CORPORATE RESOURCES—INCLUDING APPLICATIONS, DATA, AND SERVICES—MUST BE SECURELY AND RELIABLY ACCESSIBLE BY EVERY DEVICE EMPLOYED TO PERFORM BUSINESS TASKS, REGARDLESS OF WHETHER IT IS OWNED BY THE BUSINESS OR BY AN EMPLOYEE.

Driven by the mobile workforce, bring-your-own-device (BYOD) has become the norm, as people continue to expand their use of personal devices to get their jobs done. According to market analyst Enterprise

Management Associates (EMA), 58% of business smartphones are currently purchased by the user rather than the employer, and this number is expected to grow to 85 per cent in 2016. In addition smartphones, tablets and superlight, laptop-oriented devices (such as the MacBoook Air, Google Chromebooks, and other ultra-light laptops), are increasingly used by employees for combined personal and business purposes.

With BYOD comes the expectation of anytime, anywhere access to corporate applications and information without compromising access to personal data.

This 24/7 expectation across a multitude of devices creates significant challenges for IT teams. They must figure out how to maintain data and network security, while providing support for a plethora of applications and tools that people need access to. It must also be noted that BYOD policies are just as applicable to business-owned devices and choose-your-own-device (CYOD) concepts as they are to employee-owned devices. Ninety per cent of all devices are utilised today to perform both business and personal tasks, so a service that allows secure business resources by separating them from a user’s unsecured applications and data is vital in either scenario.

Enterprise Mobility Management solutions can help IT organisations with the challenges and security concerns that arise with the BYOD movement.

We have identified four key challenges and their solutions to creating a successful enterprise mobility strategy. Read on to learn how to get started with BYOD, support employees on multiple endpoints, maximise security and provide employees with time-saving, self-service tools.

1 Defining company-specific mobility best practices and policies

Every business is different and no two mobility strategies will be identical. It’s important to understand your organisation’s expectations before you start to craft a BYOD plan. Begin by identifying the mobile use cases that will help your organisation succeed and that will accelerate your business. You need to be specific in defining the enterprise mobility guidelines and policies that are right for your organisation.

Determine the information and applications that each department in your organisation will need access to. Outline the security procedures that are important to each of your business units. Understand the regulations governing data usage and data access in the countries you operate in. Look into your specific data usage requirements and any regulatory or compliance requirements.

Once an understanding of internal policies and future requirements is in place, you can draft the enterprise mobility and BYOD policy framework for your organisation. Make sure you coordinate with your legal department to learn the impact of privacy regulations.

Enterprise mobility and BYOD:

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2 Supporting employees on multiple endpoints

In addition to understanding your organisational and security requirements, IT organisations need to understand their users, where and how they are accessing corporate information and resources, and what devices they are using.

According to EMA research, 87 per cent of all business professionals employ a PC (laptop or desktop) and either a smartphone or tablet (or both). It is unquestionable that today’s enterprise workforce is dependent on multiple devices.

The biggest impact of mobile devices on IT support, however, is not the volume of devices, but the style of support that is necessary. BYOD limits the scope of service IT is required to provide, and, in turn, puts more of the responsibility on the end user. IT can often provide only ‘best effort’ support. Second, the high degree of heterogeneity of mobile devices (i.e. iOS, Android, Windows Phone, etc.) and their high rate of change limits the breadth of platform expertise the IT staff can realistically possess. Most IT organisations are now adding more support staff in response to increased demand driven by mobility.

Mobile platforms, by design, put more control in the hands of the user. If the user owns the device, IT cannot push changes and configurations automatically as the end user plays an active role in the process. Some updates and configurations will be more critical than others and so the mechanisms that enforce compliance must vary. Critical OS updates should motivate the user to urgently comply, for example, by revoking email access until compliance is achieved. Noncritical policy violations may simply be addressed by prompting the end user to comply.

You will need to create policies to define which types or models of devices you will support and determine the extent your IT will provide technical support for these devices.

3 Maximising Security

BYOD poses many security risks, but there are steps businesses can take to alleviate them. Inevitably, device loss and/or theft will occur. Analyst, EMA, found that on average, one out of every eight mobile devices will be lost or stolen. Be sure your business has policies in place for device replacement, as well as a security protocol for protecting stolen data. Security policies must be established and enforced on all devices that access business resources. Of particular focus should be processes that support Data Loss Prevention (DLP). All enterprise data, regardless of sensitivity, should be secured at its source, in transit to the user device and on the endpoint.

Make sure your IT department has the ability to remotely wipe all mobile devices used by employees, ensuring that sensitive data doesn’t fall into the wrong hands. Remote backup and restore functionality can help decrease the risk of data loss, and device location services can help users locate their lost device without having to contact IT.

Employee-owned devices sometimes bypass inbound corporate filters, leaving them vulnerable to malware. Adding security layers to mobile devices can help prevent this, but expect pushback from users. As always, be sure to consider legal privacy requirements before instituting security policies for personal devices

However, regardless of how well these DLP methods are implemented, it is important to realise that users can fully circumvent security restrictions by rooting or jailbreaking their devices. To maximise security, it is recommended that all rooted or jailbroken devices are monitored for and disallowed access to business resources.

4 Empower employees with self service

The shift toward personal device ownership and the consumer nature of mobile platforms naturally enhances the necessity of self-support and a long-term goal of enabling self-sufficiency.

Self-sufficiency is a strategy that provides users with the tools and information to progress their ability to help themselves, rather than traditional forms of self service that focus on just providing answers to common questions.

End users should have the ability to provision their own devices with little or no interaction with IT operations. This prevents IT from becoming overwhelmed by service requests for the flood of personal devices entering the organisation. A consolidated application delivery system, such as a mobile AppStore, can provide a ‘one-stop shop’ experience for accessing all business applications, virtual applications and web applications. Similarly, data can be stored and distributed via a secure share or other centralised and commonly accessed repository. All provisioning procedures should include approval and authentication processes to ensure resources are accessed by authorised personnel only.

Although enterprise mobility management (EMM) places endpoint device control principally in the hands of the end users, sometimes difficulties occurs that require administrative assistance. Users should have the ability to easily initiate a service request and provide all details of the incident for support personnel to understand the problem. Since users have a wide range of technical abilities, it is often not practical for administrators to talk them through a problem resolution (particularly if the device they are having problems with is the smartphone they are talking on).

To simplify this process and enable prompt problem resolution, administrators should have remote access to all supported endpoints, allowing them to see and resolve any issues. In the event a device is damaged beyond repair, all business data on it should be backed up and easily recoverable.

Complete endpoint control with enterprise mobility management

Enterprise mobility management (EMM) solutions such as FrontRange’s HEAT Client Management are very helpful in initiating and maintaining strong, effective mobile policies.

HEAT is the most affordable, flexible and complete EMM solution available. It’s designed to help you overcome the security challenges of BYOD while delivering the mobile services your employees demand, faster and easier.

HEAT offers complete endpoint control over all mobile, as well as physical and virtual, devices that come into the environment, planned or unplanned. From a single solution, IT can provision, update, secure and support every device on the network, maximising security while providing users with more and better services.

HEAT features security policy enforcement, over-the-air troubleshooting, and backup/restore/data migration features, maximising IT’s ability to solve security issues without restricting user mobility. In addition, powerful remote management tools give IT the control they desire and make diagnostics and troubleshooting a snap.

The HEAT solution enables end-user self-care, empowering employees while taking some of the management burden off IT. The corporate AppStore can give users access to IT-approved applications that increase device efficiency and performance.

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What’s your role at Fusion5?

I am a senior SMS consultant based in Sydney specialising in the HEAT Service Management suite both in the cloud and on premise.

What attracted you to Fusion5?

I spent the last twelve years travelling extensively fulfilling several roles for US-based vendors Oracle, BMC and Serena, so I was ready for a sea change closer to home. I was looking optimistically in the market for a local role with an organisation that had great people, a customer-centric culture and room for growth when I crossed paths with one of the energetic Fusion5 directors, Mario Koukides. After meeting him and a few other team members I was excited and pleased to have found what I was looking for.

What are you working on?

I am currently working on a few new implementations of HEAT 2014—two are on-premise projects for clients in government which are in their final stages. Another is in its second phase of a cloud (SaaS) implementation for

Interviews

What’s your role at Fusion5?

I am a Project Manager for HCM projects for Australia and help out with New Zealand projects when asked. I also have created and will be delivering the Consulting 102 course to staff across Fusion5. I’m working with a number of staff on a TimeFiler working group to expand our footprint in the area by up-skilling our sales, technical and consulting teams. I have been really quite lucky as I get to do a lot of different things in my role and work with a number of different people.

What attracted you to Fusion5?

Honestly, the people are what attracted me initially to Fusion5. I had worked with Chris Radley when I was the Resource and Operational Planning Manager for PayGlobal and found out that a number of other people I worked with previously were also at Fusion5 such as Jose and Gabriella. After talking with Chris I realised what he was looking for across Fusion5 HCM and what I was looking for matched.

What’s your role at Fusion5?

I am a JD Edwards ERP Consultant based in Auckland focusing on Financials and Integration. Having trained as a developer, I also enjoy getting involved in the more technical side of things when I can. I am happy to attempt almost anything.

What attracted you to Fusion5?

When I arrived in New Zealand, I was looking to work for a company that offered JD Edwards consulting skills as I have a number of years’ experience with the product and love it. I was fortunate enough to hear about Fusion5 through a Fusion5 employee. Thanks to the employee referral program my CV was forwarded through to the company. A few weeks later I started with Fusion5. My initial impressions were that the company was dynamic, focused on employee growth and a good work-life balance.

I was attracted to the broad range of clients and product offerings that Fusion5 has across different industries. Every day brings new

challenges and provides opportunities to learn new skills or gain new knowledge. I wanted to be part of the Fusion5 story.

What are you working on?

I am currently working on a large, new JD Edwards 9.1 implementation for Northpower where Fusion5 is implementing financials, supply chain management and a works management system.

What makes a ‘good day’?

Solving an issue that I have been struggling with especially if I have not found anyone else who has managed to do this….I also enjoy helping customers and getting a thank you at the end of a day for solving a pressing issue they may have had.

What are you famous for?

Luckily or unluckily I am not famous for anything, though I do get told off for telling everyone “you must…” and “just now” (along with a few other South Africanisms).

What do you get up to outside of work?

I am a puzzle addict and have recently discovered Wasgij puzzles. I have been known to be up all hours of the night working on a puzzle – just 5 more minutes… I also enjoy scrapbooking, organising, tramping and geocaching—and did I mention scrapbooking or getting out for the day and exploring this beautiful country.

Ed Zarzour Christina Maclean Helene Weyers

a Melbourne-based contact centre outsourcer and I have a fourth project kicking off soon as well.

What makes a ‘good day’?

A great day for me is when I am able to solve a problem that has been bamboozling a customer. A good day is when my customers are happy with the work I produce and the relationship we have. The HEAT platform is quite feature rich and flexible which allows me to be creative with some of the solutions I produce. A good product always produces more good days!

What are you famous for?

I would say I am famous for my ‘Can do’ attitude, if there is a way my product can solve a problem or provide a solution for a customer —I will find it. Most of the time the challenge is to really understand the problem that needs to be solved. If I really do there will always be more than one way to solve, improve or bypass the problem. Explaining this to my customer in a non-technical way is key.

What do you get up to outside of work?

I am a keen golfer and I enjoy walks around the bay with my wife and dog. I also love cooking and soccer. A long time ago I used to play soccer religiously. I was a left-footed striker until a knee injury came my way. Throughout July I really enjoyed the 2014 World Cup in Brazil, and watched most of the games - the quality and quantity of goals have made this event very memorable for me.

What are you working on?

I am currently working on a number of projects but my favourite is the Consulting 102 class. I am very excited to see how it goes as there is always a bit of the unknown when a class is delivered for the first time. I love creating and delivering training.

I have also managed the Cloud5 development and the migration of our current SaaS environment to the cloud, now that has been ‘fun’! I now know more about Ingres, Apache Tomcat, Vnodes, NICS, provisioning service, Citrix boxes, NetScaler, etc. than any poor old project manager should have to, but I would have to say that now that I am there I am glad I did.

What makes a ‘good day’?

A good day is one with no major issues and good interaction with clients and staff—actually most days are good days!

What do you get up to outside of work?

I am a garage sales fanatic—I love both going to them and having them. I love to travel and I have been to too many places to even list. I enjoy playing bingo online and running my dogs in the park.

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

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

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

AdelaideLevel 1, 155 Fullarton RoadRose ParkPhone +61 8 8239 5700

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

BrisbaneLevel 14, 379 Queen StreetBrisbane, QLD 4000Phone +61 7 3831 2600

Melbourne Level 9 468 St Kilda Road PO Box 7679, VIC 8004 Phone +61 3 9922 5519

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

FUSION5 CONTACT DETAILS: For more information please contact us on one of these numbers or email

Rebecca Tohill: Rebecca.Tohill@fusion5.co.nz

or Craig Westcott: Craig.Westcott@fusion5.com.au