10

Six key steps to implementing a self service channel

24

Enable franchise growth with NetSuite

32

Outsourced payroll services deliver benefits

INSIDE THIS ISSUE:

JD Edwards ERP innovation continues PAGE 20

Business Applications

Issue #20 | 2015

THE REDISCOVERED VALUE OF THE CONTACT CENTREPAGE 8

2

Our new magazine ties nicely into our new website (which will be launched soon) and will also support the 2015 Thought Leadership events we are hosting in Sydney, Melbourne and Auckland later in 2015. Watch this space!

Our magazines are designed to provide interesting updates on what our customers are doing and thinking, overviews on the various solutions we develop or sell, partner activity and insights into some of the many people who work as part of our team. We hope you find the magazines helpful and insightful.

2014 was one of our most successful years yet; we delivered many great projects for our customers, we hired dozens of new people and we received considerable recognition from our Partners with both regional and global awards. We also moved to better and brighter premises in Adelaide and Brisbane, and this year we are moving our Auckland and Melbourne offices to house our ever growing team.

Our customers continue to have great projects for us to be involved with which are in line with our growing portfolio of skills and solutions, the variety is extensive. In our earlier days projects tended to be focused either on pure ERP or CRM, or payroll. Today however, customers have requirements across supply chain optimisation, customer experience, call centres and email management, knowledge management, social listening and marketing, ITIL, staff experience and so forth. Increasingly our conversations are about business and best practice with everyone looking to drive to better results and wanting more value from software investments.

Along with our focus on core business areas, we are gaining considerable knowledge and experience in key sectors where we have developed industry specific solutions. Student Management, Insurance Broker Management and Grant Management are three areas where we have produced market leading software based on Pivotal. These applications will be promoted into the local market during 2015, as well as further off shore through our partner relationships.

We hope 2015 is a great year for all our customers. There is lots to achieve this year and we’d love to be part of your success. We also hope this magazine is useful for you and others within your business. If you would like further information on any aspects then please feel free to contact your Account Manager, or me, anytime.

Rebecca Tohill Chief Executive, Fusion5 Australia / New Zealand

Welcome to our new look Infusion magazine, we hope you enjoy it! Like most things, we felt it was time to freshen things up and launch a new style to take us through the next few years.

WELCOME TO OUR NEW LOOK INFUSION. . .

Business Applications

At the recent Oracle OpenWorld event, in

San Francisco, Oracle recognised Fusion5

as the Asia Pacific Partner for Excellence

in Cloud.

HELLO!

INFUSION | 3

38 Our Cloud5 platform keeps on growing

40 FUSION5 CONNECT SERIES

42 STAFF INTERVIEWS

SOLUTIONS

INFUSION | 3

ContentsINFUSION | Issue #20 | 2015

CUSTOMER EXPERIENCE

CX

7 Update

8 The rediscovered value of the Contact Centre

10 Six key steps to implementing a self service channel

6

HUMAN CAPITAL MANAGEMENT

HCM

31 Update

32 Outsourced payroll services deliver benefits

33 HCM Snippets

34 Why are so many PayGlobal customers coming to us?

35 New Empower release

36 Introducing TimeFiler

30

CUSTOMER RELATIONSHIP MANAGEMENT

CRM

27 Update

28 Pivotal 6.5: New release

26

SERVICE MANAGEMENT SOLUTIONS

SMS

13 Update

14 SMS and Heat Software Snippets

15 FrontRange and Lumension merger

16 Enhance the Employee Experience with Service Management

12 ERP

19 Update

20 JD Edwards ERP innovation

22 Quick catch up with Oracle NZ’s Robert Gosling

23 ApprovalPlus: an evolutionary product

24 NetSuite: enable franchise growth

25 Quick catch up with Tupperware’s Cameron Peck

ENTERPRISE RESOURCE PLANNING

18

4

NEWS

SINCE OUR LAST ISSUE…

» QIC has rolled out HR Intelligence for Empower

» Main Roads Western Australia has chosen TimeFiler Time and Attendance

» GenesisCare has replaced Microsoft Service Manager with HEAT 2014

» Chamber of Commerce has gone live with Pivotal online Self Service Directory

» Liverpool City Council has selected HEAT 2014

» Creative New Zealand Pivotal Grant Management has gone live with self-service web portal now available

» Queensland University of Technology has gone live with HEAT Voice for a unified Student Service Experience

» Shape Shopfitters has selected Fusion5 and NetSuite

» Creative New Zealand has gone live with new Pivotal web portal

» Luxbet Australia has selected Fusion5 as preferred Service Cloud partner

» MDA and Choice Hotels have embarked on Pivotal Technical upgrade

» Qualia Wines has chosen Cloud5 delivery of their Empower solution

» Metropolitan Cemeteries Board of WA has chosen Empower Payroll / HR software

» Albright & Wilson has migrated their Oracle JD Edwards instance over to Fusion5’s Cloud5 IaaS cloud platform

» Australian Agricultural Company (AACo) has gone live with Oracle JD Edwards ERP and Empower HCM as a broad footprint across its business

» Wilton Group has gone live with JD Edwards World to support their Simplicity Australian operations

» Namoi Cotton Cooperative has upgraded their JD Edwards from World to EnterpriseOne

» The Open Polytechnic of NZ has gone live on the latest release of JD Edwards EnterpriseOne

» Southern Cross Electrical Engineering (SCEE) has selected Fusion5 and RFgen for warehouse optimisation

» South Gippsland Shire Council, Unitec and Paymark have selected HEAT for Service Management

» Warrnambool Cheese and Butter Factory has increased its RF solution footprint by adding more businesses to the RFgen user base

» ApprovalPlus has new sales for Trustpower Staff Expenses, Bayleys Real Estate, Crockers Property Management, Thames Coromandel District Council and Building and Construction ITO

» Ricoh, Sanford and Claymark have all gone live with ApprovalPlus

INFUSION | 5

• Master Data Management• More robust integration solutions• Business process automation and auditability • Improving the employee experience and HR

effectiveness• Better reporting, more BI, making managers

self sufficient• Achieving the single view of the customer

across all systems• Service management and process efficiencies

to link and overcome departmental silos• Self service and tools to support Customer

Experience across multiple channels (email, chat, web, mobile and phone)

• Continuous improvement programmes for applications

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

ABOUT FUSION5

Fusion5 is a business applications company delivering world class solutions across key functional areas of an organisation including Enterprise Resource Management, Customer Relationship Management, Customer Experience, HR / Payroll and IT Service Management. Our integrated approach enables customers to gain their implementation and support services, across core business applications, from one key Partner.

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

Our services are deployed at over 500 customers and our success is recognised by our key partners including Oracle, Aptean, NetSuite and HEAT Software.

Established in late 2002 Fusion5 has enjoyed rapid growth in our local markets and today we employ over 220 people in eight cities across Australia and New Zealand.

Feel free to contact us to discuss any of your business’ application or technical needs, software licence contracts, support, or hosting arrangements.www.fusion5.com.auwww.fusion5.co.nz

6

CX

CXCUSTOMER EXPERIENCE

DON’T MISS! Fusion5’s Six Step Guide to Implementing a Self Service Channel. PAGE 10

INFUSION | 7

Our CX practice is gaining more momentum, especially in Australia, as our team engages with Oracle Service Cloud customers offering health checks and providing best practice advice.

With the expectations of extreme customer service, we have grown our CX team welcoming in two new consultants in Sydney and Auckland. Both consultants have in-depth experiences in call centre optimisation, customer experience and knowledge management.

Our recent events host Paul Touhey, Chief Information Officer with Skinny Mobile, shared valuable insights into how their business has made significant gains in customer retention and growth through their Customer Experience Strategy. Paul’s presentation covered the use of

Oracle’s Customer Experience suite including Service Cloud and how it has supported their growth and retention strategies.

The Fusion5 CX ‘Innovation Hub’ (our R&D lab) is hard at work delivering the next wave of exciting new products to compliment the Oracle Service Cloud capabilities. These capabilities include the next version of our SMS / text messaging solution, a knowledge / answer versioning tool, a web-form building toolset and a very smart business rules analyser.

We have also just launched an enhanced Fusion5 ‘Connect Series’ of webinars, events and training sessions which are being offered to customers. Keep an eye out for invites to these or please let us know if you would like to be added to our invite list.

ORACLE SERVICE CLOUD AT SKY FOR NEON TV

Neon, a sub brand of Sky TV, recently launched a new subscription video on demand service. The new service called ‘Neon TV’ offers a variety of movies and TV shows streamed over the internet.

Sky TV, an existing Fusion5 customer, has extended the use of Oracle Service Cloud to this new offering. The solution will be utilised by a small 15 person Contact Centre to manage all engagements with their customers e.g. Web Self Service, Online and mobile help, Chat, Email Management as well as a knowledge base for both internal and external users.

Sky TV’s goals were to implement a customer service solution to:

• Reduce the cost to serve

• Empower customers to self-serve

• Provide the contact centre agents with information to solve customer issues

And all whilst delivering a great customer experience of fast resolution times and prompt service.

SKY TV worked closely with Fusion5 throughout the project and was pleased we delivered our part of a major project ahead of other competitors, which enabled Neon TV to confidently provide great customer services to their new customers.

Our Customer Experience team has been working to support Oracle Service Cloud customers drive enquiries to lower cost service channels, increase their customer self-service rates, reduce AHT (average call handle times), increase customer satisfaction levels, capture and act on real-time feedback from customers, boost staff satisfaction and productivity through technology and automation, and more. We’ve been busy!

UPDATE

WE’RE AIMING HIGH

8

CX

It used to be easy to define where the first touch point with a company was – people phoned you or came into your premises. But the landscape of incoming contact points has changed rapidly and contact centres today face multiple new challenges. Today’s customers come at you from many different directions – phone, email, Facebook, Twitter, Pinterest, and website etc. Unless you are a retail business, the old days where people visited you have all but disappeared. Contact centres need to be agile and be able to react and respond to a number of channels in order to offer a first class customer experience.

With all these changes over the last 20 or so years, strategies for delivering the best customer service should have changed – but have they? We don’t think so… But how could this be when so much has changed with call centres and customer service?

Call centres are still very much the frontline for the first point of customer interaction, more so than any other part of a business. Yet somehow they have become undervalued and an untapped resource. Where did it all go wrong? What’s changed and what does the future hold for call centres?

There have been some huge game changers for call centres including technology, customer expectations, advancements in social media and the voice of the customer.

Here’s how the landscape has changed since 1980 in terms of the many ways customers can get in touch with you and talk about you.

THE STARTIn the early ‘90s there were very limited options and channels for the customer to engage with a business. Phone, letters via the postal service and the occasional fax were about it. Most bricks and mortar stores were only open 9am to 5pm, Monday to Friday. For working people the call centre (via the phone) was the easiest and most effective means of engaging with a business. Business reputations (good and bad) were built by word of mouth so customer comments and / or feedback was contained and didn’t travel very far. Service was constrained and limited by what technology could offer, IT capabilities and costs were often prohibitive to delivering change. Large phone, ERP, billing and CRM systems were implemented at huge cost and have become legacy systems requiring even greater cost to pull out of the business today.

Importantly, customer service really wasn’t measured or managed, other than in terms of call waiting times and there were not many repercussions for bad service.

The early call centres were a great success, with a newly accessible channel for customers to engage with a business. Call centres were popular and a step up from what was available before. They grew and grew in order to handle the ever increasing call volumes, and with labour being the biggest cost variable, accountants decided

THE REDISCOVERED VALUE OF THE CONTACT CENTREHow much value can be gained from cultivating the first, and often the only, touch point a customer has with your business?

INFUSION | 9

that call centres were too expensive. So we saw the period of outsourcing, offshoring and / or moving call centres to remote locations. It could be argued that this was the beginning of the silo setups that still exist in today’s businesses.

THE PRESENTTechnology has been the key driver changing both call centres and customer experience. The internet and smart phone have empowered the consumer giving them information at their fingertips. They can now research, discuss, rate and comment (positively and negatively) about any product or service at lightning speed. Consumers have a voice and they are not afraid to use it! Social media has opened up this channel and is continuing to driving expectations for product and service experience to increasing higher levels.

Today, customers have multiple channels and multiple ways to engage with a business e.g. web via desktop, laptop, tablet or smartphones, email, chat, Twitter, Facebook, phone or via branches. Technology has also allowed customers to quickly and easily move their business if they don’t feel they are getting the service they want. In the continually moving power shift, the customer now has the upper hand.

Technology has also played a huge role in the contact centre in recent times with the convergence of voice and data shifting the game. Like never before, businesses have the tools to achieve and deliver the strategies that previous they couldn’t. Bringing together phone, CRM, social systems and various other technology solutions, to run a business and deliver first rate customer experience, from the contact centre has never been easier or more affordable.

learnt from the backlash and disappointment of poor customer experience and the service that was delivered from offshoring and outsourcing call centres. Now leading businesses are pushing the call centre to top of their requirements. They are tapping into the huge benefits and wealth of insight that a customer-centric strategy can deliver. There is a focus on customer retention and having a better understanding of the effort and cost of getting a new customer, coupled with the lifetime value of that customer.

Sales and marketing departments that were quick to pick up and adopt innovations and channels such as Social Networks (i.e Facebook, Twitter, forums, and chat etc.) have discovered that they are not equipped, trained or ready to manage these. Customers have equally adopted these channel options, and used them as they see fit, to voice their views and opinions. Many a marketing and sales department has been challenged with the exponential growth in these channels and have become overwhelmed by the numbers of customers using these channels to make a complaint or request some service or vent their frustrations. This change has driven the shift back to realising the benefits in having call centres with trained staff who can manage and respond to customer demands, no matter what channel they have used to communicate.

The forgotten contact centre, once viewed only as an expensive cost centre is once again being viewed as a key contributor in delivering improved customer experiences. Industry leaders recognise the value of the call centre to generate revenue (by cross and upsell). The value of customer retention, the difficulty and cost in getting new customers, and also the incredible data and insight that can be gained about your customers is priceless.

Business leaders are re-connecting with the knowledge that there is no other part of the business that engages and touches the customer more than the call centre. New emphasis is being placed on the call centre, with new strategies and skill sets being developed to manage the new technology channels. With increasingly more valuable data being collected by the call centre, businesses are able to slice and dice information and glean incredible insight into what their customer wants, what they like and dislike, gaps, and opportunities to sell more and most importantly how to serve their customers better.

Fusion5 has implemented many solutions to assist our customers achieve an improved customer experience and has developed a wealth of experience in the following areas:

• Establishing customer experience strategies to deliver better customer experience

• Managing multiple channels of engagement

• Discovering the value and insights that can be gained from your call centre.

If you are interested in finding out more about improving customer experience in your call centre, please contact Haymon.Keeler@fusion5.co.nz or Sven.Martin@fusion5.com.au

Technology has also allowed customers to quickly and easily move their business if they don’t feel they are getting the service they want. In the continually moving power shift, the customer now has the upper hand.

THE EVOLUTION OF THE CALL CENTRE

With solutions now being delivered via the cloud and lower cost to implement, maintain and change we are seeing a tipping point in terms of technology versus strategy. Previously, businesses strategies and aspirations were constrained by the available technology and the cost to implement and integrate the various systems. Trying to make just a simple process changes was more often than not a major project and very costly.

Now, businesses appear to be more constrained by a lack of strategy, rather than a lack of technology, when delivering solutions and services. Too many businesses have no overarching customer experience strategies – they have silo departments with many silos of information. This situation is compounded by also having disparate technology solutions.

THE FUTUREThere has definitely been a shift and businesses are moving back to a customer centric approach. They are once again seeing the value that a call centre can bring to a business. Lessons have been

10

CX

SIX KEY STEPS TO IMPLEMENTING A SELF SERVICE CHANNEL

Implementing a Self Service channel for customers can seem daunting. It is surprisingly easy and quick to achieve and will deliver customer experience benefits and cost savings in a very short time.

The success of a well implemented self service channel relies on delivering contextually relevant knowledge which can be leveraged across multiple channels, including websites and mobile devices as well as internally by contact centre agents, sales and customer service teams.

Typical challenges faced by organisations that do not have an effective self service channel include:

• Managing high volumes of emails across multiple email inboxes, to service customer enquiries and service needs

• Leveraging static contact us forms with no smarts to accommodate different types of requests

• High volumes of emails and calls to the contact centre to service common issues

As organisations focus on differentiating themselves through superior customer service and, at the same time, seek cost savings across internal operations, the use of static FAQs and website content have long lost the value they originally intended to add.

• No single view of the customer across all their enquiries, service needs or interactions

• Protracted resolution times and inconsistent responses to commonly asked questions or reoccurring problems

• Static FAQs and content on the website with no real-time relevance or visibility of usage or value

It can be tough to know where to start but in reality implementing a self service channel is something that can be done in weeks not months, providing a quick return on investment whilst:

• Increasing first touch issue resolution for customers

• Reducing emails and calls to your contact centres

• Providing 24/7 online knowledge

• Providing instant customer feedback and behaviour insights

40+60+K50+50+GK11+89+K74+26+GKCustomer expectations are rising:

Consumers who have already made their mind up about a

purchase before contacting a company

Consumers who give a company only one week to respond to a

question before they stop doing business with them

Consumers who will pay more for a better customer

experience

Consumers who will post negative complaints on social networking sites

60% 50% 89% 26%

INFUSION | 11

STEP 1: Define and UnderstandUnderstand what your customers are typically contacting you for by identifying key touch points (phone, email or contact us) and common enquiry types. Determine what missed opportunities exist for providing proactive information to customers and when the information may be relevant to add value to their experience. Establish the objectives and success metrics for the self service channel. These could be as simple as reducing the number of calls or emails received for a specific query or question.

STEP 2: Less is moreWhen creating your knowledge articles and content, consider the 5 by 5 concept. Start by creating knowledge articles for the five most common questions about five common offerings or products.

A well implemented self service channel will provide contextually relevant knowledge and organically evolve as you learn more about your customer’s behaviours and what they need. Don’t waste time upfront assuming you know all the information.

STEP 3: Use technologyTechnologies such as Oracle Service Cloud provide a cloud based solution which can be implemented quickly. You can manage all knowledge content and integrate with your existing website through injected contextual knowledge widgets, whilst providing a single hub to gain full visibility of the customer’s interactions.

In addition to providing a single technology platform for your self service channel, a tool such as Oracle Service Cloud also provides:

• Contextually relevant knowledge arranged by usage and previous customer feedback at appropriate times to customers browsing product catalogues or searching the website

• The ability to manage all inboxes within a single interface, leveraging knowledge articles to speed up the time to respond and resolve queries, and providing SLAs to manage response times

• Intuitively smart Contact Us forms embedded into your website, providing proactive knowledge to customers before submitting their request

• Connections across multiple channels including Social Networks, Text Messaging, Emails, Web and mobile devices, providing a single view of all customer interactions

• Proactive chat and customer survey feedback.

STEP 4: EvolveLeveraging the analytical tools of solutions such as Oracle Service Cloud to monitor trends and customer behaviours, including searches and commonly accessed knowledge, will assist in evolving the effectiveness of the self service channel and evolve the content and knowledge articles.

STEP 5: ExpandWith the self service channel in place and actively engaged with customers, expanding the value of the contextually relevant knowledge to support internal teams allowing them to consistently respond to service requests through other channels.

Baseline key metrics measure improvements across call handling times and improve the effectiveness of both the self service and sales channels. Finally, look at expanding your service channels to include proactive live chat, to support sales conversion and offer service through text messaging and social networks (such as Facebook and Twitter).

STEP 6: Seek Client FeedbackClosing the loop on the customer experience requires seeking customer feedback through integrated post service survey forms and personalised communication. Collaborate with customers by offering knowledge subscriptions or online help communities where customers can collaborate, stay up to date with updates, or contribute to enhancing the knowledge through their own experience.

The 6 Steps

Fusion5 helps customers gain the benefits of a well implemented self service channel. To find out more about how your organisation can achieve and implement a self service channel, please contact Malini.Nambiar@Fusion5.co.nz +64 21 961 079 or +61 3 9922 5519

What customers have achieved with

Oracle Service Cloud:

80-83%reduction to inbound

email enquiries

80-90% improvement on ‘first contact’ resolution in the contact centre

20-56%reduction of calls to

contact centre

30%lower contact centre costs

75-95%increase in customer

satisfaction scores

50-70%decrease in email

handling times

50-80%Self Service Rate

13.5-25%improvement in sales

conversion rates leveraging proactive online chats

12

SMS

SMSSERVICE MANAGEMENT SOLUTIONS

ONBOARDING NEW MANAGERSWhat could this possibly have to do with an old Whitesnake song? PAGE 16

INFUSION | 13

The SMS team is an experienced group of ITIL professionals. We enable customers to leverage the benefits of ITIL best practice across IT and other horizontal business processes including HR onboarding and service request management.

THE LATEST HEAT RELEASEThe HEAT 2015.1 release delivers increased usability features, making the HEAT product easier to use on a daily basis. It also includes many new features such as generalised calendars and availability management. This release was largely driven by customers’ inputs and requests, proving that HEAT Software (formally FrontRange) continues to listen and respond to the needs of customers.

The user interface has been improved in many ways including:

• Expandable text and HTML fields which allow users to quickly access large volumes of text boxes

• Closable related items tabs

• The ability to customise navigational shortcuts

• The ability to set a ’No Preview’ option in list views

• The ability to embed external web pages into a tab view

The Search facility has been improved by:

• Allowing Cloning of Saved Searches

• Improving Filtered Searches

• Allowing multi-field sort capability

• Flexible and dynamic sorting on grids

• Improving Indexing

The new Availability Management allows customers to visually monitor service performance and availability against key performance indicators for a more pro-active approach to service delivery. Solar Winds integration is included, as an example of event management integration.

The new generalised task calendar is configurable based on business need. Customers can create calendars for any objects. This feature will allow organisations to create calendars for staff rosters and holiday registers etc.

Other improvements include:

• The ability to export in n Excel format

• An ODBC Connection to staging

• Improvements to Knowledge Management

• Email Enhancements including support for XSLT

• A Single Sign On Diagnostic page

• The introduction of Archiving

• A better integration with SCCM and SAP

HEAT Software has fixed an issue that affected many customers in Australia and New Zealand – one which allows a default locale to be set. No more American date formats!

UPDATE

OUT ON THE FRONT LINE

The last few months have seen us implementing HEAT Service Management into a myriad of organisations including city councils, tertiary institutions, large retailers, government departments, medical providers, aged care, recruitment organisations, transport and many more. The industry knowledge gained through working with customers is allowing us to provide best practice guidance. Through our consultancy services we apply these learnings across our existing customer base with solution reviews, health checks and upgrades to the latest releases.

We’re seeing customers seek to leverage Service Management beyond the traditional IT space, making use of HEAT’s Service Catalogue to support a number of internal and external customer facing business service processes. We’ve recently launched both our Heat Connect Programme as well as adding a new Premium Support offering enabling customers to embark on a continuous improvement Programme to keep pace with the business challenges and operational needs.

Integration has also been a common theme with recent projects seeing HEAT Service Management integrate with other core systems including CRM, ERP and Asset Management solutions.

Our team continues to grow to support customer’s needs with the introduction of a Practice Manager, as well as a new ITIL consultant joining our Sydney based team. We now have one of the largest ITIL and service management teams across Australia and New Zealand and a large and growing HEAT customer base of more than 120 organisations.

With significant enhancements to the new versions of HEAT its market position as one of the only hybrid cloud and on-premise solutions, together with the recent merger of FrontRange and Lumension to form HEAT Software, we are very confident our customers will enjoy many more benefits from HEAT.

14

SMS

GENESISCARE LOOKS TO MAKE A FRESH START

QUEENSLAND UNIVERSITY OF TECHNOLOGY

VICTORIA UNIVERSITY GOES LIVE WITH HEAT DRIVING THEIR HR SOLUTION

SOUTH GIPPSLAND SHIRE COUNCIL SELECTS HEAT 2014

PRIME7

SNIPPETS

GenesisCare is Australia's largest provider of radiation oncology, cardiology and sleep treatments. With more than 1,400 employees, GenesisCare provides essential health care services across more than 125 sites and clinics located in the major capital cities, regional and rural centres. The group uses its national network to coordinate and share clinical information and know-how, helping inform future approaches to treatment and care.

Tired of workarounds, poor reporting and the inflexibility of Microsoft Service Manager 2012, GenesisCare was looking to make a fresh start. There were a number of key drivers for change:

• The current helpdesk functionality was no longer in line with business requirements

• There was a need to extend a single IT Service Management tool to Facilities, HR, Governance, and Operations etc.

• Complex or no ability to create reports on required metrics and business SLAs

• A desired increase in GenesisCare’s service team to the ITIL maturity level version 3.

Fusion5 proposed HEAT 2014 Service Desk environment, matching the main needs of the business with an out-of-the-box solution that needed only minor configuration to get GenesisCare up and running.

HEAT 2014 will provide GenesisCare with an integrated, end-to-end enterprise platform to enable the IT team, as well as others, to use the single integrated service management HUB.

Queensland University of Technology (QUT) continues to expand the utilisation of the HEAT Software Service Desk solution within the University by implementing the Voice application across their service centre.

QUT is the first HEAT Voice implementation across Australia and New Zealand. HEAT Voice enables the Service Desk Team to leverage the existing telephony system and integrate it directly into the HEAT Service Management system. HEAT provides calls with self service telephony interactions including:

• Automated Incident Creation

• Automated Call Distribution

• Agent Softphone and Integrated Toolbar

• Supervisor Quality Management – Monitoring, Whisper and Silent Listening

• Screen Pops and Agent Presence Management

• Queue Management

“Fantastic; no incidents, everything worked as expected and for the most part the helpdesk has accepted the change quickly.”

Prime 7 is live with the new HEAT 2014 system. Prime 7 uses the HEAT system to track everything from the IT incidents all the way to engineering faults. Taking into account the recommendations provided by Fusion5, Prime7 created several new services to track critical systems and introduced a 3 level categorisation (Sub Categories) for one particular area to allow for detailed reporting.

Victoria University went live with its HR solution (known as People and Culture), using HEAT. The People and Culture Centre was setup in response to considerable feedback across the University to simplify their processes around service delivery. To meet the service level expectations of nearly 5,000 staff and stakeholders, the key goal of the project is to promote first-call resolution, accurate and consistent advice and more rigorous management of service requests including tracking of responses.

The implementation was particularly tricky as changes to HEAT needed to avoid any impact to the IT Services section of the system which is already in use. This required separate forms, Service Request Catalogues, Knowledge Bases and branded interfaces to accommodate both IT and P&C needs in the one system.

South Gippsland Shire Council has selected Fusion5 and HEAT to replace their current BMC-TrackIT help desk solution.

SGSC wanted to extend its service management tool to support a number of additional business functions including Facilities, HR, Governance and Operations across more of their entities, stakeholders and service providers. SGSC was also seeking a solution that would provide real-time dashboard reporting capability on SLAs, offer a true web interface to overcome their geographical spread and support their increase to ITIL maturity level version 3.

“Fusion5 showed great experience and expertise around implementing and configuring HEAT to align with our business needs and their solutions were priced competitively”.

INFUSION | 15

Backed by Clearlake Capital Group, HEAT Software will offer comprehensive service management and unified endpoint management software solutions.FrontRange and Lumension, leading providers of Hybrid Service Management and Unified Endpoint Management software solutions for organisations of all sizes, recently announced the companies will merge to create HEAT Software.

The creation of HEAT Software is being driven by Clearlake Capital Group’s (‘Clearlake’) acquisition of FrontRange in combination with the merger of its existing portfolio company Lumension.

HEAT Software will be led by industry veteran Jonathan Temple as CEO and the new company will feature a blended management team with senior executives from both companies. The combined company, which will have more than 350 employees serving its global customer base, will be headquartered in Milpitas, CA and will maintain operations in Scottsdale, Arizona.

As a trusted vendor managing millions of service interactions and endpoints every day for organisations around the world, HEAT Software has the scale and ability to serve enterprises across all geographies and verticals. The combination of the two companies offers customers the ability to deliver world-class service while maximising operational efficiencies with reduced cost and complexity. Additionally, the platform offers enhanced capabilities in the management of endpoint operations, security and compliance.

“Our customers are improving service quality every day by deploying HEAT, the industry’s leading hybrid service management platform with fully integrated client management capabilities. The existing HEAT platform is unique in that from a single code base, the solution can be deployed either on-premises, in the cloud, or a combination of both,” said Temple, who previously served as President and CEO of FrontRange. “Thanks to the strong financial backing and operational expertise from Clearlake, we will now be able to add Lumension’s best-in-class endpoint management and protection solutions that greatly complement FrontRange’s existing HEAT platform. HEAT Software is now in the envious position of providing a product portfolio that is the most flexible, advanced, and complete, offering in the market.”

FRONTRANGE AND LUMENSION TO MERGE AND FORM HEAT SOFTWARE

“We are excited to sponsor a new and rapidly expanding business through the formation of HEAT Software. In bringing together FrontRange and Lumension, we are combining two organisations with outstanding people, products and high-quality customer bases,” said Behdad Eghbali and Prashant Mehrotra of Clearlake. “HEAT Software will have a unique opportunity to provide enterprises with greater efficiency and effectiveness for their IT departments, as well as enhanced security across the entire organization. The combined company will have the scale, breadth of capabilities and resources to extend its initial leadership position and to offer robust solutions to grow with the needs of its clients.”

About HEAT SoftwareHEAT Software is a leading provider of Hybrid Service Management and Unified Endpoint Management software solutions for organisations of all sizes. With its suite of applications, HEAT Software is the only company in the world that provides, from a single platform, Service Management and Unified Endpoint Management software on-premise and in the cloud. HEAT manages millions of service interactions and millions of endpoints every day for thousands of leading organisations across IT, HR, Facilities, Finance, Customer Service and other enterprise functions. Its customers deliver world-class service while maximising operational efficiencies with reduced cost and complexity.

“In bringing together FrontRange and Lumension, we are combining two organisations with outstanding people, products and high-quality customer bases” Behdad Eghbali, Clearlake Capital Group

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SMS

These words were most recently uttered not by Whitesnake, but by a senior executive describing the manual, disjointed onboarding process his hiring managers went through on a daily basis. And for Fusion5 it succinctly summed up the common tone that has resonated over the last nine months when companies across Australia and New Zealand have been asked the dreaded ‘onboarding’ question.The first step to recruiting strong candidates to any business is to integrate them quickly and smoothly into the everyday processes of the company. The earlier an employee settles into the company, the sooner they can get on with their role and reach their full potential.

Human Resources has long had to rely on manual processes during onboarding – just an employment agreement alone can take up to a week as it is emailed, printed and signed by the candidate, scanned and sent back to HR, printed for management to counter sign, scanned and emailed back to the candidate and, eventually, filed… and that is before you’ve even considered sourcing their equipment, setting them up in company systems or even finding them a desk. Oh, and, of course, that late approval for a parking space!

With what is often only a short period between the candidate accepting and starting the role, it’s no wonder

beginnings can be shaky – right when first impressions are most important for both the company and the candidate. If your company’s systems are hard to use the likelihood of retaining your candidate is reduced and if they leave, you’re back to square one.

Adding complexity to this manual, staccato process is the landscape of today’s office – the age of mobility and flexibility has pushed the boundaries of the modern work space, even small companies can encompass whole countries and beyond. But with this freedom comes a disparate workforce that is no longer a powerwalk away from IT, a paper-plane-PO to finance or even a watercooler chat with HR. It’s not just the human logistics of communicating requests or SLAs with other departments. In the modern business world almost every step of the onboarding workflow touches technology and where it doesn’t, it should be recorded digitally anyway as best practice.

The final jump in the bike trail of onboarding is not only the biggest by a country mile but also the most disruptive. If the last nine months have taught us anything it’s that human error is still the single largest culprit of workflow blunders. Whether it’s inaccuracy in manual processes, miscommunication, the oversight of key stakeholders being on leave when approval is required or simply forgetfulness, human fallibility throws spanners at the onboarding-bicycle from start to finish.

Typically onboarding is just one of the many manual processes that exist in enterprises today; and you don’t have to go too far to find another… in fact, turn the page on this example and you have

ENHANCE THE EMPLOYEE EXPERIENCE WITH SERVICE MANAGEMENT FOR HR“Here I go again on my own… going down the only road I’ve ever known…”

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the off-boarding process to contend with: did the employee hand back all equipment, has payroll done the final leave accrual, has IT secured and wiped all company data on BYODs, has facilities correctly awarded the next lucky person Alan’s car space? The seemingly endless road of manual tasks goes on… cue Whitesnake.

For nearly the last year our Service Management team here at Fusion5 has garnered a wealth of customer information not only around onboarding but across a multitude of manual processes that exist across all departments. So, armed with this information and a decade’s worth of customer implementation experience, 2015 sees the advent of a new series of service management webinars that focus on enabling automation beyond IT and out across the whole workplace. The first cab off the rank, by unanimous decision, is indeed the onboarding process in HR. Here are some of the topics the series will be covering:

• Fast tracking and streamlining the onboarding and offboarding processes

• Eliminating paperwork for new requests for laptops, phones, applications, key cards etc.

• Providing employee self service for requests and enquiries

• Managing 3rd party and vendor SLAs

• Automation of approval and escalation forms and workflows

• End-to-end automated request and fulfilment

If any or all of these strike a chord, please contact us to register for the next event Andrew.Shaw@Fusion5.co.nz / David.Cox@Fusion5.com.au

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ERPENTERPRISE RESOURCE PLANNING

QUICK CATCH UPRead our Q&A with Robert Gosling, Managing Director of Oracle New Zealand. PAGE 22

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Wilton Brands Simplicity Creative – JD EdwardsUS Craft supplier Wilton Brands purchased the Simplicity Creative Group, a leading supplier in the craft, sewing, knitting, hobby and home decorating categories. As part of their global strategy, Wilton Brands is rolling out Oracle JD Edwards World to all the Simplicity Creative Groups international sites located in the UK, China, India and Australia. Fusion5 was selected to collaborate with Wilton Brands US staff to roll out Oracle JD Edwards World to Simplicity Australia.

The implementation project consisted of replacing the legacy system, PRMS, with Oracle JD Edwards World version 8.3. The implemented modules included General Accounting (including adopting the new corporate chart of accounts and Australian localisations), Accounts Payable and Accounts Receivable, Sales Orders, Purchase Orders, Inventory and integration to the Scale Warehouse Management System.

The project commenced in early September 2014 and had a successful go live at the end February 2015 on time and on budget.

We’ve seen a number of JD Edwards, NetSuite and RFgen projects going live in early 2015 across a range of solutions for a number of different organisations. Among these has been a large ERP / HCM rollout at the Australian Agricultural Company (AACo) in Brisbane Queensland, which went live in early March.

AACo implemented Oracle JD Edwards ERP as a core system for their business replacing seven existing legacy applications. JD Edwards is being used to manage the manufacturing operations at their meat processing plant, their stock, food packaging operations, warehousing, export, and broad logistics / supply chain operations across the organisation. Included within this footprint is the management of their equipment and assets used during these operations. A further extension of this solution is the implementation of Empower to manage AACo’s payroll and HR requirements.

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

Albright & Wilson – Cloud5 for JD EdwardsAlbright & Wilson (A&W) is the leading supplier of phosphates and surfactants for the household and personal care market including products such as laundry detergents, dishwashing detergents, disinfectants and floor cleaners among others. After going live with JD Edwards 9.1 in 2013, A&W was looking to gain business improvement by extending JD Edwards functionality further within the organisation and to remove manual operations. Fusion5 has been assisting the business to successfully achieve this over the past couple of years, notably in the areas of manufacturing, planning and financial operations.

In 2014 the business made the decision to migrate to Fusion5’s IaaS Cloud offering, Cloud5, to host their JD Edwards system. Fusion5, in partnership with NTT, designed and delivered the Cloud5 solution for A&W over subsequent months. The solution includes A&W’s JDE infrastructure as well as their Disaster Recovery (DR) in the Cloud, with Fusion5 providing application and infrastructure support for the business. A&W is very happy with the result, especially the dramatically improved system performance and is now looking to expand the footprint to cover other business applications.

Some recent go-live updates include:

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JD EDWARDS ERP INNOVATION CONTINUESOracle has released the latest in a line of Tools Releases for JD Edwards 9 and 9.1 customers and wow, what a list of enhancements… New mobility options, more mobile apps, new user interface options, drag and drop media attachments, the list goes on. If you are using JD Edwards 9.1 apps then the latest Tools Release is one that you won’t want to miss out on.

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Not only does the new Tools Release deliver a ton of new functionality and administration tools. Customers who are already on one of the 9.1 Tools Releases will find that applying the latest Tools Releases is a much quicker and therefore a less expensive exercise than previously.

Take a quick look at some of the highlights of Tools 9.1.5:

ALTA USER INTERFACEJD Edwards has adopted a new style sheet called Alta for all of its interactive applications. The Alta style provides the most modern User Interface design and also provides a consistent look with JD Edwards Mobile applications along with other Oracle ERP and Cloud product offerings. Alta is simple to implement and delightful to use.

ONE VIEW USABILITY FEATURESTools 9.1.5 delivers new functionality for One View Report users, enabling them to immediately see what criteria was used to retrieve the report data. Users are also aware that if there is more data than what is shown on the report due to user or system settings, then that limits the number of rows displayed. Clicking on a drill-back link from a report will automatically start the process of loading the results into the form of the called application. There are also improvements to the BI engine so that reports run faster.

If you are using Watchlists, look for the new embedded Watchlist notifications, this is fantastic new functionality.

JD EDWARDS MOBILE APPLICATIONSDid you know that there are over 80 mobile apps for JD Edwards? Depending on your device, these apps are available for both iOS and Android platforms.

Why do you need to use some of these apps? Let’s think about it in the sales field. How do you currently get the information from your sales teams into JD Edwards? With mobile apps the whole sales process can be managed from your mobile devices. Your sales team can view:

• Product prices and availability

• Quote reviews and releases

• Sales order counts

• Release held sales

• Search sales orders

If you add in Contact Customer, Customer Order Overview, Customer Account Overview you’ve got a great story at your fingertips.

EMAIL AND CALENDAR INTEGRATIONJD Edwards EnterpriseOne enables users to collaborate with other users by using the Send Email and Send Meeting Invite options. Users can access this feature from the Collaborate sub-menu of the Tools menu item on the applications toolbar. Users can send email messages and meeting invites directly from the Collaborate tab that is part of AN8 based Hover Forms.

BREADCRUMBSIt is common practice to open several applications within the same menu structure. Breadcrumbs is a simple mechanism that enables you to keep track of the menus you have used to navigate to your current application. Breadcrumbs provide a drop-down list that represents a history of menus previously accessed. This breadcrumb history provides a very simple and efficient interface to identify menus users have accessed in the past and to easily launch applications used repetitively through the day.

SIMPLIFIED NAVIGATIONFor JD Edwards EnterpriseOne customers who have users that require simple and limited functionality, the Simplified Navigation option is a feature that provides new and casual users with quick access to self-service tasks, or to professional users with access to quick-entry, high-volume tasks.

THE FUTURETools 9.1.5 and its point releases are likely to be the last updates to the 9.1 series with the expected release of Tools 9.2 and Applications 9.2 coming later this year. With this new Tools release, you can expect to see Oracle continue to innovate in the fields of mobility and usability.

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Tell us about your role within Oracle

I am the Managing Director for Oracle New Zealand. I’m primarily responsible for driving revenue growth in New Zealand. I ensure we have absolutely delighted customers that are using our products and services to drive revenue growth and / or improve the service outcomes for their customers.

I spend a lot of my time talking with customers about how they use our products today, what business challenges they face and what their key business strategies are. I also spend time with our sales team discussing how they are engaging with customers and partners to help drive better business outcomes. Another key topic on the table for discussion is what products and services we are currently positioning with customers.

In New Zealand, we are very dependent on great partners like Fusion5 for driving business growth. One of my roles is to act as the partner advocate within Oracle NZ to ensure we engage early and leverage the capability we have in the partner community. The advantage is I am able to spend quality time with our local partners and ensure our current strategies and go-to-market model are fully understood, so they in turn, can better leverage Oracle’s capabilities.

What trends are you seeing in the marketplace, in particular across business applications?

IT organisations are moving from building IT services to facilitating the consumption of services. Whether this is through the uptake of SaaS based services such as HCM, or building an internal cloud capability to provide a consumption model for the business to consume (e.g. PaaS or Java as a Service).

Today we are in the era of the customer. This concept has been around for some time with older CRM tools. Next generation capabilities are now available through the Oracle Service Cloud and Social Relationship Management which enable customers to automate high levels of customer service and marketing, specific to each customer’s needs.

Quick catch up with…

Managing Director, Oracle New Zealand

Robert Gosling

While there is a lot of focus and talk about Cloud, including SaaS, PaaS and IaaS – we are still seeing a strong uptake of our traditional on-premise products like JDE, Database and of course Middleware, as there is still a need for customers to build specific capabilities unique to their business. If they choose to deploy applications based on the Oracle Stack, these can be optimised if deployed on Oracle Engineered platforms such as Exadata for the database tier, Exalogic for the Middleware tier and Exalytics for accelerated business analytics.

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

SaaS computing is a priority of Oracle’s for 2015. It’s clear that our customers are looking at Cloud products and capabilities and don’t want to spend a great deal of effort deploying hardware and software, they just want to focus on business success.

Our Cloud applications support all areas of the business: Sales, Marketing, HR, Finance, and Operations. They are intrinsically flexible, providing customers with a choice of cloud platforms - public, private and hybrid - to suit their specific business challenges. Our Partners are playing a major role with us in these areas and are bringing new business into Oracle, particularly where they have deep relationships and domain expertise.

We also see Engineered Systems as a key area of focus. What we are hearing from our customers is that they want to focus on their core business and their customers. They want to shift more of the day-to-day to the Cloud, and what they consider essential and want to run themselves, they want to make simpler. Taking advantage of the Cloud is easy, but what about the bit they want to run themselves? This is where Engineered Systems can assist. Oracle Engineered Systems are an ‘in-a-box data centre’ , which provide hardware, software, firmware, cables, and so on - architected, integrated, tested, and optimised to work together before they ever reach a customer’s

premises. Oracle Engineered Systems enable users to easily and cost effectively set up their own Clouds from their data centres. We currently have 20+ Partners in ANZ that are specialised in our Engineered Systems and who are actively advising, reselling and implementing with us.

What would you say to non-Oracle customers?

Oracle is best known for deploying and supporting large scale, mission critical applications to big companies. While this is true - based on the stability, scalability and security of our products – this capability is now available to all customers and prospects irrespective of how many employees they have, or if their in-house applications are built on a competitor’s stack. With Oracle’s current SaaS, PaaS and IaaS capabilities, access to enterprise class capabilities, at competitive price points, within the budgets of companies of all sizes is now available.

What makes a good day for you at Oracle?

Closing a deal with the sales team or partner that will ultimately really help a customer grow their revenue, improve their services or retain their customers and / or staff constitutes a great day for me.

I also enjoy strategising with the sales teams - both internally and with our or partners – on how to make our Oracle proposition more compelling to customers.

Tell us about life outside of work?

Life outside of Oracle is mostly about going out for dinner with friends, drinking great wine and I also try and stay fit by running or going to the gym most evenings – this for me is a great time to reflect on the day that has been and often brings a fresh perspective to my work and home life.

I do have a boat in Auckland so, on a really great day, I am heading out to the Hauraki Gulf, catching a few snapper and coming into one of the many fantastic bays to fire up the barbecue and source a cold Pinot to enjoy with freshly caught fish... It should be mentioned that I always take sausages with me just in case the snapper aren’t biting!

IN 2006 FUSION5 ACQUIRED APPROVALPLUS AS A MATURE PRODUCT, WITH A GOOD CUSTOMER BASE BUT IN NEED OF A REVAMP AND MODERNISATION. THE REDEVELOPED AND RERELEASED APPROVALPLUS HAS PROVEN TO BE A STRONG PROCURE TO PAY SYSTEM FOR AROUND 50 COMPANIES ACROSS AUSTRALIA AND NEW ZEALAND.

Over the 15 years that ApprovalPlus has been marketed to organisations, the basic need of moving from a paper based approval system to a more controlled electronic system hasn’t changed. All entities whether a Government Department, Local or Regional Council, Not for Profit organisation or Corporate Entities all have the need to tighten control on spending and ensure that the bills they are paying for are valid business expenses.

So what has changed? Organisations are being driven to work with fewer resources or to grow with the same amount of resources. ApprovalPlus has proven success with our customers by helping them make the process of purchasing and paying for their running costs more secure, efficient and auditable.

ApprovalPlus originally started as a Supplier Invoice Approval system. Put simply, you scan an invoice, send it to someone to code and to someone to approve then send it to the Finance system to pay. As customers became familiar with the process, recommendations for enhancements and additions to ApprovalPlus where made to Fusion5.

As a supported product, Fusion5 takes the suggestions of customers and we use these to continually improve ApprovalPlus. Over the years features such as dispute management, delegation of duties, attachment of supporting documentation and multiple approval levels have all been added to the core system. As users liked the simplicity of ApprovalPlus and how easily it is integrated with their finance systems, we have also been asked to add extra modules to ApprovalPlus. Today ApprovalPlus has expanded to include full Purchase Order, Staff Expense Claims, Credit Card, Electronic Billing and Project Spend Management modules, all in one system with the same look and feel for the users.

ApprovalPlus is connected to more than fifteen different finance systems. Integration with your current finance system (or multiple systems) is relatively simple. ApprovalPlus will operate with different coding structures, additional fields, projects, assets etc. as required and is configured to suit your organisation’s needs.

In most organisations, the largest quantity of paperwork relates to supplier invoices. Typically, the more you can remove the paper from the process, the more efficient and organised you can be. As mentioned in previous articles, Fusion5 now partners with Konica Minolta in New Zealand and Xcellerate IT in Australia to deliver Kofax which automates the capture and validation of data entry. In most cases an email containing a supplier invoice is received by the organisation. Kofax takes the email and processes it automatically. The email is then sent to ApprovalPlus, to either match to an invoice or to be routed to business users, to be coded or approved. The use of Kofax can be extended to any process that currently uses a piece of paper and is in use at banks to process mortgage applications, councils to process dog licenses and onboarding of new staff onto your payroll system.

What is next? ApprovalPlus is currently getting its second major overhaul and will be released later this year with a new look and a faster and stronger back end. You will be able to access ApprovalPlus on other web browsers and devices, such as raising a Purchase Order from an iPad while at the suppliers premises. Options suggested by customers and new technology (as it becomes available) will continue to be added to ApprovalPlus.

If you would like to talk about how your organisation could make your Procure to Pay process more controlled and efficient, please contact Bevan.Wright@Fusion5.co.nz or call Bevan on +64 4 473 4552

APPROVAL PLUS AN EVOLUTIONARY PRODUCT FOR ALL BUSINESSES

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The franchise industry in Australia generates an estimated $144 billion in sales turnover per annum, employs more than 460,000 people and has an estimated 79,000 franchises which represents almost 4 percent of Australian business. The industry has experienced net growth in 2014, particularly in retail franchises, which demonstrates the power of franchise brands and consumer acceptance.

For growing franchises to stay competitive and profitable, there are a number of key questions relating to internal systems that need to be asked:

• Can you interpret your financial data into meaningful information at both head office and franchise level?

• Can you translate this information into operational strategy and communicate this easily and efficiently to the franchisee adding value to their business?

• Do your systems enable visibility of the data across all franchises and head office?

• Are you able to cost effectively capitalise on the wide-spread consumer move to online purchasing and mobility?

ENABLE FRANCHISE GROWTH

“Franchise businesses need a single transactional system, which is optimised across all digital channels and integrated into internal business systems, to give a competitive edge in the market”

• Do your customers have a seamless B2B and B2C experience delivered by a unified platform in real time for every step of the online and offline engagement with your business?

For many franchise organisations, the answers to these questions will vary significantly because typically most businesses have a multitude of disparate systems for Financials, Customer Relationship Management (CRM), Inventory, Warehousing, ERP, Point of Sale, eCommerce and reporting. With today’s fast moving technology trends, franchise businesses need a single transactional system that is optimised across all digital channels and integrated into internal business systems. This gives a competitive edge in the market.

NetSuite, a cloud-based business management solution, offers retailers much needed access to real-time financial and inventory data across all stores. NetSuite also offers improved business analysis and reporting, superior CRM and marketing capabilities, intuitive and advanced POS functionality. NetSuite provides the cloud architecture required to rollout NetSuite SuiteCommerce, all from a single unified business management software platform that provides anywhere, anytime access. As a platform to future proof a business, NetSuite is also easy to implement and adopt whilst offering low cost customisation capabilities for the changing needs of a franchise business.

WITH OMNICHANNEL IT BUSINESS SYSTEMS DELIVERED IN THE CLOUD

ERP

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Tell us about your role?I am a warehouse supervisor at Tupperware’s national distribution centre, I am currently working on 2 projects – introducing RFgen into the distribution centre and 5S lean principles.

What are the key focus areas or initiatives you’re focusing on for 2015? This year we are looking at implementing RFgen that will assist with picking accuracy and 5S lean principles to enhance and improve the warehouse functionality.

How will these projects change or enhance your organisation?The end game is to create an enjoyable work place for our valued team members and give the team the tools to do their role as best as they can. It’s also to give the customer (who creates our work for us and are the reason we are here), a fast and accurate purchasing experience with Tupperware.

What are you working on with Fusion5?We are working with Fusion5 to implement RFgen into the distribution centre. Fusion5 has been great to deal with and bounce ideas off.

What keeps you awake at night?Wondering if the Tigers will finish 9th this season?!

When it’s time for a holiday, where do you go? We are a camping family, so when the sun is out we pack the tents into the 4WD and go bush. We really enjoy old Victorian country towns and nothing beats taking the family to a country pub for a counter meal.

Quick catch up with…

Tupperware, Warehouse SupervisorCameron Peck

Today approximately 24,000 companies and subsidiaries depend on NetSuite to run complex and mission-critical business processes globally in the cloud. Since its inception in 1998, NetSuite has established itself as the leading provider of enterprise-class cloud financials / ERP, CRM and omnichannel software suites for mid-sized organisations, large enterprises and divisions of large enterprises seeking to upgrade their antiquated client / server ERP and other systems. As the global adoption of the cloud is accelerating, NetSuite continues its success in delivering the best cloud ERP / financials suites to businesses around the world, enabling customers to lower IT costs significantly while increasing productivity.

Fusion5 is focused on delivering robust business management systems to franchise organisations. Fusion5 is proud to be a part of the Franchise Council of Australia’s National Franchise Convention for the second year running.

To find out more about how other franchise companies (Mailplus, Guzman Y Gomez, Hairhouse Warehouse and Battery World) are leveraging NetSuite as a cloud platform to foster growth and drive competitive advantage, please contact Brynt.Moggach@Fusion5.com.au or Lisa.Nicks@Fusion5.co.nz

CRM

CRMCUSTOMER RELATIONSHIP MANAGEMENT

READY, AIM… See how Pivotal 6.5 aimed to raise the bar. PAGE 28

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The last quarter has seen Fusion5 support a number of technical upgrades from Pivotal 5 to the Pivotal 6 platform, laying the foundations to leverage the new Pivotal UX client which is due out in release 6.5. The Pivotal technical upgrade projects include Choice Hotels, MDA National and Genesis Energy with others also planning the move.

Self Service web portals, with real-time integration to the CRM data, is another common strategy across our customers. The Pivotal team has supported a number of web projects going live with the most recent being Creative New Zealand’s Grant Management Application. Excellent feedback has been received from its customers in the first weeks of being ‘live to the world’.

Our R&D team is managing our industry vertical solutions which includes our Student Management System and our Insurance Broker and Administration System. The R&D team has been busy completing the next releases of our industry vertical solutions which are being tested by customers.

As businesses continuously adapt to keep pace with the market and their customer needs, our Pivotal customers continue to expand and align their systems to gain more efficiencies.

GRANT APPLICANTS OFFERED SELF SERVICE PORTAL WITH PIVOTALCreative New Zealand (CNZ) has gone live with their Grant Management System and Self Service Web portal leveraging the Pivotal platform. CNZ implemented Fusion5’s Grant Management System, which is based on the Pivotal platform, to administer its funding rounds for the New Zealand arts community. This Pivotal Grant Management System manages a number of funding processes to enable CNZ to establish grant funding rounds and push them out into the public domain via the web portal. The online web portal enables grants to be assessed by external stakeholders whilst the back office system manages the funding and payments. The new self service solution will have significant benefits in streamlining the business, reducing massive amounts of paper (literally rooms of paper based applications!) and eliminating manual processes – all whilst providing real-time reporting and analytics.

CNZ has a strong roadmap with further roll outs of functionality planned in the coming months. We’re already in discussions about how they can leverage Pivotal’s capability elsewhere across the organisation.

The web portal has been delivered using the Pivotal web portal framework designed specifically to provide customers with a real-time plug in to build bespoke customer facing applications.

To find out more about leveraging Fusion5’s Pivotal Web portal framework contact Haymon Keeler Haymon.Keeler@Fusion5.co.nz / Ben Stewart Ben.Stewart@Fusion5.com.au

PIVOTAL IN THE CLOUD With our Cloud5 team having successfully launched our infrastructure management service for HEAT, Empower and PayGlobal, they are now offering Pivotal customers the benefit of hosting their application in the Cloud.

Fusion5’s latest Cloud5 offering for Pivotal allows existing customers to outsource their infrastructure and server application management to Cloud5. This provides better response times, greater uptime availability and reduces the internal over-head of managing the infrastructure.

To find out more about Cloud5 for Pivotal contact Haymon Keeler Haymon.Keeler@Fusion5.co.nz / Ben Stewart Ben.Stewart@Fusion5.com.au

UPDATE

UP, UPGRADE, AND AWAY!

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Pivotal UX has been built from the ground up using a range of cutting edge technologies and user experience designs. It provides a leading edge, fast and responsive interface for Pivotal customers. The UX interface keeps all the attributes that Pivotal customers have come to love including the flexibility and agility to adapt and meet unique requirements at a low cost.

NEW REALEASEThe flagship feature of this exciting release is the new web client user interface.This new powerful browser based interface, Pivotal UX, raises the bar. By deploying mobile applications out to the workforce, businesses put productivity tools in the hands of people on the coal face.

The release of Pivotal 6.5 brings a wide range of enhancements to Pivotal, the world class business application platform, from Aptean.

PIVOTAL 6.5

By taking advantage of Pivotal’s security and navigation model in the leading platform toolkit, the new UX interface provides users with an intuitive, tablet touch friendly interface to get their job done quickly and easily. The Aptean product team has maintained the existing desktop integration with Outlook and extended backend APIs to allow interactions (email, tasks and meetings) to be created regardless of which mobile device or tablet is in use, without the need for Microsoft tools to be installed.

As with all Pivotal enhancements the UX client can leverage all the configurations and customisations within existing customer’s systems. Organisations can quickly stand up the new UX interface without duplicating the server side logic. With the ability to leverage Server Tasks (which run on the Pivotal application server) and script client side logic (using JavaScript), the UX client provides ultimate flexibility to support complex business workflows, processes or validation rules while keeping true to defined business processes.

Developers are provided with the ability to create their own web controls to insert into the UX interface, providing users with access to web widgets and other interface enhancements that further enable them to ‘get the job done’.

A key part of any new web based interface is being able to accommodate the wide range of devices that are available on the market today. In the first release, Aptean has created an interface that will work across iOS, Android and Windows mobile platforms. Focusing on the user experience on tablet devices strikes a balance between a slick and responsive interface along with a wide range of functionality and ease of use.

The release of Pivotal 6.5 and the UX interface illustrates Aptean’s continued investment in their flagship platform to provide organisations with the tools to keep pace with the technology demands of its users. This new generation interface will provide mobile and desktop users with an alternative to the already rich Smart-Client, reinforcing the fact that Pivotal is the business application that users love to use.

The new (Pivotal) UX interface provides users with an intuitive, tablet touch friendly interface to get their job done quickly and easily.

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HCMHUMAN CAPITAL MANAGEMENT

TIMEFILERRead about the only mobile & web-based Time and Attendance solution you’ll need. PAGE 36

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THE 1ST CALENDAR QUARTER HAS SEEN SOME SIGNIFICANT MILESTONES REACHED. ONE OF THOSE MILESTONES IS THE RECORD NUMBER OF PROJECTS WE HAVE IN PROGRESS FOR NEW AND EXISTING CUSTOMERS, AS WELL AS HIGH DEMAND FOR PRODUCT SPECIFIC DEVELOPMENT.

We get excited working with our customers to develop further HR/Payroll requirements, and seeing the flow-on benefits of these developments deliver to all customers.

With this development demand we are continuing to hire more talented resources into our consulting, support and development teams with HCM headcount now reaching 70 people.

Another recent milestone has been the number of new MYOB PayGlobal customers engaging with Fusion5 for consulting and support services. Fusion5 has a great PayGlobal practice; we offer a diverse range of skill and experience and we love seeing MYOB PayGlobal customers come to us to get the service and support they need.

With the commencement of the Customer Connect Series, we’ve had some great engagements with new customers. These information sharing sessions provide an easy way for customers to get an understanding and feel for the experience we have with MYOB PayGlobal, Empower and Jade Star.

Behind the scenes we continue to develop our Jemini product. Whilst we have great products like Jade Star, Empower and PayGlobal as our core solution offerings, our Jemini solution will take Payroll and Human Resources Management to another level. Jemini is not just one idea or focus, it’s a culmination of our business and people IP.

For further queries about our Jemini product and direction please contact Chris Radley Chris.Radley@Fusion5.co.nz +64 21 578 346

UPDATE

A NEW RECORD

HCM

Metro Media Publishing (MMP) is Victoria’s largest multimedia business, combining high quality magazines, local news and digital assets. MMP has nine publications delivered to over 600,000 homes across Melbourne and Geelong every week.

Stuart Cumming, HR Director of Metro Media Publishing talks about why MMP engages with Fusion5’s Bureau Outsourced Payroll Team. He says “Fusion5 offers a cost-effective and easy to use online payroll system, with the ability for all employees to access remotely and also use other add-on HR modules such as Occupational Health & Safety and Learning & Development which are also very useful to our business”.

“Fusion5 provides an outsource payroll to all employees at Metro Media Publishing. One of the benefits provided is the availability of the online system 24 x 7 and the turnaround time on enquiry level is fast and responsive. The best part of the service from Fusion5 is that they ’get’ our business and it (the payroll) is low maintenance to us.”

“The value of the Fusion5 Outsourced Payroll Service to Metro Media Publishing is that there are very few issues; any problems are quickly and easily resolved. It was an easy transition from our corporate in house payroll department and it is 100% easier for employees to interact with payroll now. At Metro Publishing employees will book leave, submit timesheets and change bank details on line through the Self Service environment.”

The critical nature of human resources and payroll processing demands the highest standard of accuracy and reliability, every payday. Fusion5’s outsourced payroll team has been delivering these mission critical services to 160 customers representing virtually every industry sector for close to twenty five years.

OUTSOURCED PAYROLL SERVICES DELIVER BENEFITS

Dongwha is a medium sized organisation with a varied workforce in a manufacturing environment. Dongwha specialises in making niche wood based panel products, taking advantage of highly automated production process and technical expertise to provide the ultimate flexibility for customers.

As a customer of Fusion5’s for several years we have developed a close working relationship and deep understanding of their business needs. We talked with Jaime Priemus, Human Resources Coordinator, about the relationship between the two companies. “Fusion5 is able to tailor solutions that meet the demands of the Head Office located in Asia when they arise. These solutions are often very specific reports and processes that are outside of normal requests.”

Being able to have the professional services of Fusion5 is of far greater value than the specialist skill Dongwha would need to develop internally from a payroll perspective. To maintain and retain the necessary payroll specialist knowledge internally can be a challenge. Fusion5 provides the complete payroll process as well as assisting with the reporting requirements back to the internal accounting system. Jaime tells us the best part of having Fusion5 as a business partner is always having someone available to answer the questions and ensure payroll is accurate. “We believe Marise (at Fusion5) is part of our team here at Donghwa Pattina.”

“The value to us is that Fusion5 provides us with a professional view of our payroll system and it’s a very cost effective solution for us.”

All companies understand that producing an accurate payroll is critical. As well, preparing for planned leave and dealing with the unexpected leave of payroll specialists can provide great risk to organisations. Outsourced Payroll Services can be one option to provide a robust Business Continuity Process for your most valued asset - paying your people. Here’s what our customers have to say:

“It was an easy transition from our corporate in house payroll department and it is 100% easier

for employees to interact with payroll now.”Stuart Cumming, HR Director, Metro Media Publishing

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METROPOLITAN CEMETERIES BOARD OF WESTERN AUSTRALIA SELECTS EMPOWER SOFTWARE

QUALIA WINES SELECTS EMPOWER PAYROLL / HR

NELSON CITY COUNCIL – EXTENDING THE VALUE OF JADE STAR

Qualia Wines is based near the town of Mildura in Victoria close to the Murray River bordering NSW. Qualia Wines offers a full bespoke (OEM) service, a limited release branded wine portfolio and supplies bulk wine to large international and domestic customers. Specialising in pre-vintage made-to-order projects, they supply to customers in 25 countries, including international distributors, supermarkets and brand marketers. Their bottling capacity is 39,600 bottles per line, per shift, per day.

Qualia Wines chose Empower due to its ease of use and the extra functionality it provided their business not only in Payroll but also in base HR. To host the software Qualia Wines chose the Cloud5 delivery option with a view to transitioning easily to the full outsource model at any time in the future.

Metropolitan Cemeteries Board is a WA Government body charged with providing WA resident’s memorial, burial and funeral services. The board, known as MCB, has recently selected Fusion5 to implement its leading payroll / HR solution, Empower.

Empower will be integrated to Technology One Finance and Procurement system to enable seamless availability of data and functionality and to HP Trim Electronic Document and Record Management system. It will also be integrated to Microsoft Dynamics CRM to ensure delivery of quality training across a large geographical area.

Nelson City Council is a Jade Star customer at the top of New Zealand’s South Island and has been a customer for about eight years. Until recently they only used a small portion of the solution and like many organisations, most of their HR requirements were handled outside the system on spreadsheets and access databases. Nelson City is also at least eight versions behind the current Jade Star version.

Nelson City Council has recently engaged Fusion5 to assist with the following projects:

• A move to host the Jade Star solution

• Provide a business continuity service for Payroll

• Set up Health & Safety and Remuneration Management

• Provide an applications management service

It is great to be more highly engaged with a long term customer looking to do more with the Jade Star solution.

HCM SNIPPETS

A RESPONSIVE PAYROLL SERVICES TEAM THAT ADDRESSES YOUR QUERIES QUICKLY AND ACCURATELY

Our dedicated and specialised payroll services team has spent significant portions of their working lives in the Payroll and HR sector in a wide variety of roles, as a client, within Fusion5 and other payroll supplier organisations. Our value-add is our people, our ‘can do’ attitude and our in-depth knowledge of the Payroll and HR sector.

Our payroll services include:

• General assistance for payroll queries

• Payroll processing

• Report generation

• Timesheet processing

• Leave management

• Back pays

• Manual pays

• Minor database changes

Our team has the experience and expertise to provide a full end to end service delivery. Call us to find out more.

For further information on our HCM solutions please contact Chris Radley +61 448 778 300 (AU) Chris.Radley@Fusion5.com.au

Gabriella Barbara +64 21 194 2655 (NZ) Gabriella.Barbara@Fusion5.co.nz

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Our PayGlobal customer base includes renowned organisations who have engaged us to provide industry-specific solutions to address complex business processes and compliance challenges more effectively. Implementations of PayGlobal for Australia and New Zealand customers range from organisations with hundreds of users to over five thousand users.

Over the last 10 years we have worked with many customers to leverage the PayGlobal platform to meet their unique and complex operational, payroll and compliance needs across a wide range of industries and sectors. We also participate in payroll and HR industry networks to ensure our continued understanding of market drivers and changing requirements of the sector.

Our team consists of dedicated PayGlobal resources who bring a business focused approach to assist customers with all service and strategy needs as well as a dedicated Payroll Processing Service.

With consultancy advice, technical and support capability we help customers receive the best on-going service required. Our skills and service offerings include:

• Consultants with industry experience with both HR and Payroll, gained from working in various industries within the corporate and government sectors

• Implementation of PayGlobal experience from Australia, New Zealand, Fiji, Cook Island, Papa New Guinea, UK and Tonga

• Module specific experience with Payroll, T&A, HR, Scheduler and Self-Serve

• SQL Integration, report writer, SSIS and database triggers to add functionality outside of what is provided as standard

• Highly competent application training in both a one-on-one or a group environment

• PayGlobal report writer expert knowledge

• Expert project management and project delivery

WHY ARE SO MANY PAYGLOBAL CUSTOMERS COMING TO US?Fusion5 is the leading independent provider of PayGlobal services across Australia and New Zealand.

• Highly knowledgeable support team via our Fusion5 Customer Centre

• Payroll Processing Services

• Account management services with expertise in the PayGlobal solution

• 3rd party integration options

• Cloud hosting options including the ability to use web-services for product integrations.

Fusion5 provides an excellent alternative option for existing PayGlobal customers that are using MYOB PayGlobal to provide services and support.

Fusion5 welcomes your enquires on how we can help you get more out of your PayGlobal solution.

For more information please contact Gabriella.Barbara@Fusion5.co.nz +61 428 723 86

HCM

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NEW RELEASE

New features include: • Additional data capture for SuperStream compliance and the production

of the SAFF Superannuation payments file

• Position-based leave rules allowing users to store and maintain leave rules for normal leave types at the position level, and have the relevant rules displayed when allocating leave to a new employee

• Superannuation on back pay allowing Super on back pay to be paid to the Super fund that the employee belongs to as at the paid date, thereby ensuring money is not sent to a fund which is no longer active

• Bulk take on enhancements have been made to enhance functionality for uploading employee data

• An on-boarding web service has been developed with new starter functionality to allow customers to on-board employee information more effectively

• Work Health and Safety has had several improvements to assist with the management of Health and Safety in the workplace

• Our ‘Query Manager’ dataset has been expanded to provide broader reporting options

• Further audit reporting to assist in monitoring master file changes more easily

Fusion5 is excited to advise customers we are starting to plan the release of Version 12 of Empower-HR which has been tentatively set for release in Q4 this year.

This version will include the new Performance Management Module as a key feature. Our next Infusion magazine will provide more updates on Version 12.

Empower Service Pack 5 has just been released…

This new release includes specific enhancements to assist in everyday use of the software as well as provide customer specific functionality.

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HCM

Fusion5 customers increasingly expect their workforce to be able to use any device to review their roster, plan holidays and record their attendance for payment calculation or labour billing. TimeFiler has been designed to meet this exact requirement, as well as a host of related features.

A customer’s TimeFiler system is configured to suit each group of a company’s users in terms of features, screen layout and billing/award

interpretation. The end result is an interface that is easy to use, accessible via virtually any device (including native applications for Apple, Android and Windows mobile devices) and seamlessly integrated with applications such as payroll/HR, finance and single sign-on.

TimeFiler – the beginning…TimeFiler was developed in late 2005, in response to a request from a customer for an online timesheet system to capture employee time on jobs, manage approval

and export to their financial system. The customer didn’t believe TimeFiler’s Toni Brown when he said he could build a suitable application – so he and fellow founding directors Morris and Jo went ahead and built a prototype anyway.

Six months later TimeFiler had been rolled out to 2,500 employees across fifteen Asia-Pacific countries, integrated with the financial application, performing the critical function of accurately capturing labour for billing. The rollout was completed without even meeting the customer, by conducting ‘train the trainer’ sessions to groups (for most of whom English was a second language).

The project was a complete success and the start of the TimeFiler journey. Ian Johnson, Director for Sales and Marketing, joined in 2006, and the team spent the next eighteen months commercialising TimeFiler for general release. Since then, more than 300 customers have implemented TimeFiler throughout New Zealand and Australia.

Why it works for Fusion5 customers“When we built TimeFiler,” says Toni, “we wanted to ensure customers could use it for decades. Building the application from scratch allowed us to design it for the modern age. We wanted to make it easy for partners and customers to implement, deploy and support. The result is an application that has always been web-based and web-hosted and specifically designed for use on any device.”

“From the start, we knew we wanted to complement payroll/HR and finance applications, rather than compete with them. So offering quality integration

ALL YOU NEED FOR TIME AND ATTENDANCE

INTRODUCING

TIMEFILER:

TimeFiler is a mobile and web-based time and attendance application. It’s well known and has been adopted by Fusion5 customers using our Empower Payroll/HR and Jade Star products.

INFUSION | 37

with those applications has always been a critical feature, and one TimeFiler is particularly strong on.”

Chris Radley, Fusion5’s Director of HCM, agrees. “TimeFiler is ideal for our customers. We’ve worked closely with the TimeFiler team to offer TimeFiler with our Empower and Jade Star products, and to provide a full implementation and support service from our Australian and New Zealand offices. We offer TimeFiler via our Cloud5 service, providing customers with a single point of call for support, hosting and implementation.”

Why TimeFiler deliversFor many customers, TimeFiler is one of the most widely used applications in their business, with daily access by all employees and managers. It’s also often the first application a customer will roll out across the business that offers mobile device support. Jo Smith, TimeFiler’s Director of Services, explains that the scope process is critical. “We focus on understanding and documenting exactly what the customer needs, so that the delivered system works first time. This minimises re-work and ensures the training and delivery is smooth and successful’

It helps that the team is working with an application that is flexible. “We delight in turning complex requirements into a simple user interface, and watching the impact this has on our users. And running all customers on the same version keeps the cost of ownership low, and allows us to apply free upgrades without the risk of compromising each customer’s configuration.”

The future“Our customers pay no upfront license fee and are under no contractual obligation to keep using TimeFiler,” says Ian. “This motivates us to keep TimeFiler relevant to our customers. An example is the release of native applications for mobile devices. These were made available for no additional license cost. But more importantly, we made sure that the mobile functionality leveraged our customers’ existing configurations. That is to say, our customers didn’t have to pay for consulting time to support mobile access. It just worked.”

So what next? “A key focus for us is Project Picasso, which expands the roster features available to employees and managers, especially for advertising and filling vacant shifts and requesting shift swaps. Smartphone ownership is already 75% in Australia and 65% in New Zealand and employees increasingly expect to use these devices to interact with their employer. Our applications already use iOS, Android and Windows Notifications, which are free to send and offer significant technical benefits over SMS, so expect to see these used more as part of TimeFiler’s roster functionality.”

“It’s been a great journey so far,” says Ian. “We enjoy working together and we’ve got fantastic customers. We get a real kick out of showing our TimeFiler product and ensuring customers get the most out of it and it’s exciting to be helping Fusion5 achieve the same with their customers.”

“When we built TimeFiler, we wanted to ensure customers could use it for decades… We wanted to make it easy for partners and customers to implement, deploy and support.”Toni Brown, TimeFiler

Back row (L-R): Toni Brown, Ian Johnson, Front row (L-R): Jo Smith, Morris Johns

For more information, please contact:

Chris Radley Chris.Radley@Fusion5.com.au Gabriella Barbara Gabriella.Barbara@Fusion5.co.nz

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We’ve continued to invest heavily in our Cloud5 Platforms this year. We’re happy to announce we have extended our offering onto Microsoft Azure here in Australia with a Production environment setup in Melbourne and Disaster Recovery located over in Sydney.

What this means for our current and future customers is that we now have a wide range of options and solutions on offer across multiple Cloud5 Platforms. So depending on your business requirements we will have an option to suit you regardless of your preferred technology stack. The team has also been working on a number of improvements across both Cloud5 Platforms. Some highlights over the past quarter are detailed below:

Security ComplianceEnsuring we keep our customer’s data as secure as possible on Cloud5 is always a high priority. Over the next few months we will be conducting a range of Penetration Tests on all Cloud5 Platforms to keep our environments at the highest possible level of security. Now that the Cloud5 Solution is growing rapidly, we will continue to review all of our existing Security Policies and Procedures in line with industry best practice and will make

these readily available for our customers to access and review at any time. We are currently in discussion with external security companies in relation to security compliance reviews, and aim to have the work completed by the end of May this year. You’ll hear from the Cloud5 Solutions team once new documentation is available.

Disaster RecoveryWe are now well into the Disaster Recovery move from Singapore to Melbourne and on target to perform our first Failover Test on the new location in late April. Over the past couple of months the team has been designing a robust solution that will ensure down time, in the event of a disaster, is minimal and that the system can be brought back online in Melbourne. The system will be available in less than 4 hours with data as up to date as of 15 minutes before the disaster occurred. To achieve this very high level of cover, we will be replicating all data from Sydney to Melbourne via the Double-Take Availability Solution. The Melbourne Disaster Recovery location is expected to be live on the Cloud5 Platform from May this year and all customer data will only be stored in Australia.

Since our last Infusion update the Cloud5 Solutions team has been hard at work ensuring our customers receive the best possible service they can on their hosted applications.

OUR CLOUD5 PLATFORM KEEPS ON GROWING

The Year AheadCloud5 has continued to be a huge focus point and drive for Fusion5 during 2015 and we have some exciting plans for the platform to be announced later in the year. We’re also reviewing a large number of Fusion5 Business Applications to bring onto Cloud5 throughout the year including Pivotal CRM, Oracle JD Edwards, Oracle Primavera and ApprovalPlus. Our goal is to provide our current and future customers with the very best Cloud Solution around for all of your Business Applications needs and continue to commit to ongoing improvements, not only for applications, but also for the security of your critical data.

The Cloud5 Solutions team has an extensive range of expertise and experience across multiple Cloud Platforms and depending on what type of Cloud Solution you require, we have a solution that can work for your business.

If you would like to discuss the Cloud5 Solutions on offer further or have any questions about the Platform please get in touch with us now! Contact Kris Jackson Kris.Jackson@fusion5.co.nz Manager Cloud5 Solutions Australia / New Zealand on +61 3 9922 5519 or Chris.Radley@Fusion5.co.nz + 64 21 578 346

Our own Customer Centre is now live with the HEAT Service Management Solution on our latest Cloud5 Platform, which is powered by Microsoft Azure. Not only is the system a lot more responsive for our users but it also comes with the benefits of being able to replicate the system across multiple Data Centres in Australia. This provides business continuity and an extremely high level of security for our customers’ data. As the system grows and matures our HEAT Service Management Solution (currently known by our customers as iHelp) is being rolled out to support the rest of our New Zealand and Australian customers throughout the coming year. With the move of our first internal system to Cloud5, you can be sure of our confidence in the Cloud5 Solution. We look forward to offering our customers the very best experience when implementing Cloud5.

PayGlobal is now fully operational on our new Cloud5 Platform which is also powered by Microsoft Azure. Since announcing our Cloud5 Platform supports the PayGlobal application, we have been overwhelmed by the interest in hosting our customer’s systems, with more and more enquiries coming in daily. Some of the benefits of moving your PayGlobal environment to Cloud5 is cost certainty, business continuity capabilities and being able to access your Payroll / HR data from anywhere and at any time with the highest level of security in place. With the flexibility of hosting multiple applications on Cloud5, we also have expertise and experience in integrating PayGlobal with a large range of other products and solutions. This ensures you get the most out of utilising the PayGlobal application in a hosted environment. If you are thinking about moving away from the costs associated with your physical hardware and moving onto a highly available, secure and high performing solution then please get in touch!

With the release of the new Service Pack 5 for Empower, we are taking this opportunity to get all of our Cloud5 customers up to the latest version of the product across both the Empower-HR and ESS applications. This process began in March with all UAT environments being upgraded. All the production environments are planned to be moved from early April 2015. The Empower Support team will be in contact closer to the time to confirm a suitable date for your upgrade. If you would like to be upgraded earlier please get in touch with us!

Another great feature about hosting Empower on Cloud5 is the ability to access all of your Cloud5 applications and data easily and securely from any device, including smartphones, tablets, PCs and Macs. The Citrix Receiver was installed on your PC the first time you accessed the Cloud5 Portal and enables access to the Empower application. The same Citrix Receiver application can be downloaded on your iPad, iPhone or Android device, which means you can access your Payroll / HR information from anywhere and at any time - you no longer require access to a computer.

For more information about the Citrix Receiver App and how to download it please head over to the Citrix website http://www.citrix.com/go/receiver.html or feel free to send any questions through to the Empower Support team!

SOLUTIONS UPDATE

INFUSION | 39

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Business Applications

CONNECT SERIES IS HERE!2015 sees the launch of an exciting new offering from our Customer Centre. The Fusion5 Connect Series provides a great opportunity for our customers to learn and gain more value from their product solutions.

The Connect Series offers customers three different types of sessions (Insight, Training and Events) which run throughout the year.

InsightInsight showcases high level features of our solutions. Sessions provide thought leadership and modern best practice advice as well as tips and tricks. Insights are recorded and available for customers to view in their own time.

Length: 30-45 minute, Online Webinar

TrainingSessions provide in depth training on particular features, to expand the footprint of the solutions and maximise its value. These webinars are interactive; customers can ask questions on the presentation topic.

Length: 2-4 hours, Online Webinar (available for customers to attend at our office).

Event Sessions showcase new product release information, roadmaps and new modules along with the opportunity to network with the Fusion5 consultancy team and other Fusion5 customers.

Length: ½ day – 1 day

Watch out for emails with more details or contact the Customer Centre for more information.

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Financial Integrity ReportsTired of ledgers not balancing? What to run, where to check, etc. Length: 45min.

Finance OverviewThis session off ers a great high level view of the exciting ins and outs of fi nancial processes, perfect for new staff or people with no background in fi nancials. Length: 2 hours.

KofaxThis session covers some of the add-on or optional modules of ApprovalPlus and will give you an idea of other areas of effi ciency, more control and easier process of documents for your users. Length: 30min.

ReportingUnderstand your NetSuite reporting options and tips on how to maximise their use. Length: 30min.

Saved SearchesUnleash the power of saved searches. Learn how to best leverage saved searches in NetSuite. Length: 30min.

OneWorld - Multi Subsidiary ReportingLearn how OneWorld Multi Subsidiary reporting can be used to support your business. Length: 2 hours

Reminders & Reminder RulesDiscover how you can set up reminders and reminder rules for everyday events that occur in Jade Star.Length: 45min.

Reminders FormattingLearn how to format reminder emails in Jade Star with HTML formatting. Length: 45min.

Jade Report Writer - IntroductoryThis is an introductory training to the Jade Star report writer and how it can be used to create simple reports. Length: 2 hours

Self-Service Login IssuesCome and fi nd out how you can resolve issues with employees and managers logging into Self-Service. What to check in PayGlobal and Self-Service to ensure they can log in. Length: 45min.

Grid ReportingDiscover quick and easy ways to build export data from PayGlobal using grid layouts and queries on employee related data. Length: 45min.

Org Structure Setup & MaintenanceAn in depth training on how to setup and maintain your org structure in PayGlobal covering dimension entities, department, location, work area, position and org structures. Length: 2 hours

A Closer Look at Journals AutomationA key challenge within any service desk is processing the vast incoming communications from customers, 3rd party providers and vendors in relation to an incident or request. Automating and parsing email responses sent back can reduce the workload of service desk analysts. Length: 40min.

Advanced SurveysReviewing the various types of surveys available, their use, triggers and how to create and utilise surveys eff ectively. Length: 40min.

Message TemplatesEnable smart “look and feel” and branding of service emails. Length: 40min.

Integration OptionsPivotal provides developers and architects with a number of integration options. This webinar provides a high level overview of the options available. Length: 40min.

UX ClientThe new Pivotal web client has been released. This webinar will provide an introduction to the interface and overview of capabilities. Length: 40min.

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Stay connected

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What’s your role at Fusion5?My role is responsible for NetSuite delivery within Australia and this role is continually evolving. I joined Fusion5 as Project Manager. Now in addition to project management, I am also a NetSuite Consulting Team leader and NetSuite Account Manager.

What attracted you to Fusion5?My initial attraction was the diversity and broad range of products offered in different pillars and the rather welcoming flat hierarchy. Also the ability to learn different products and work with clients from a broad range of industries was the attracting factor when I joined Fusion5 in 2013.

What are you working on?I am currently working on a number of different things, including delivering a NetSuite implementation for Shape ShopFitters, Billi, Adaptive Planning and Recurring Billing implementation for Bulletproof, Camp reports scripting for Gideons and an integration piece for Lily Anne Designs. I am also project managing a JDE Upgrade project for Namoi Cotton and Simplicity (Wilton). I also assist the Sales and Pre-Sales team with preparing estimates for new NetSuite Prospects.

What makes a ‘good day’?A good day is when I can "tick-off" all the tasks scheduled for the day, even if it involves juggling tasks and managing priorities.

A great day is when it starts with less traffic on the way to work, followed by a nice cup of coffee and at the end of the day my team and I are able to collectively resolve a critical issue and provide a favourable outcome for our clients. A happy customer at the end of day always makes the day special.

The best day is when I get the opportunity to learn something new and upgrade my skills.

What are you famous for?This is a good question for my colleagues to answer. Maybe getting the job done. But in general I am a perfectionist and have too much attention to detail that can drive anyone insane!

What do you get up to outside of work?I love spending time at home with my cats and spoiling my family with homemade cookies, cakes and brownies. My outdoor activities include camping, cycling, gardening and travelling. I have a few different hobbies such as painting, making natural soy candles, learning to play guitar, trying cooking a new dish. I also love to do DIY projects.

Megha Kanth

STAFF INTERVIEWS

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

INFUSION | 43

What’s your role at Fusion5?I work within the Human Capital Management (HCM) pillar as a member of the Jemini development team. As one of the Product Managers, I assist in various parts of the project, currently I'm working as part of the QA stream setting up an automated testing framework.

What attracted you to Fusion5?When Chris Radley, Director HCM, explained his vision for Jemini to me I was impressed. Who wouldn't want the opportunity to work on a brand new product and shape it from the ground up? Even more exciting is that it's in an industry that has a lot of growth potential when it comes to emerging digital solutions.

What are you working on?Currently I'm working within the QA stream, helping the QA team optimise the testing processes and technologies. In particular, I'm setting up a Selenium webDriver browser testing automation framework. This will allow us to automate some of the traditional regressional testing of the Jemini web application, improving QA accuracy and efficiency. It's crucial for a project as big as Jemini.

What makes a ‘good day’?

Putting our heads together to design some of the new functionality for Jemini is always fun. We have a fantastic team so any day where everyone is in the office and we can all share a few laughs is usually a great day.

What are you famous for?My UX research design work is probably what I'm best known for, but I'm probably more famous for my efforts on the Fusion5 Adelaide ultimate frisbee team, ha ha!

What do you get up to outside of work?I love to keep busy out of hours; I'm usually working on a handful of my own apps and projects. Right now I'm making a very quirky interactive fiction video game with some friends in NYC.

Devin Mancuso

Kent Donald

What’s your role at Fusion5?I have just been promoted! I’m now working as a consultant in the ERP pillar and am onboard fulfilling the role as the Project Administrator specifically on a large JD Edwards project. I’ve also dabbled with NetSuite and was acting as ‘consultant on the side’ for two projects.

What attracted you to Fusion5?Fusion5 is an organisation in an industry that I’ve been interested in since University, it looked very professional with amazing potential.

Coincidentally my aunt had also been working here for a while and she always spoke highly of this company. I spoke with her about the roles available here several times and when she discovered a split role coming up across consulting and project admin/coordination, I was excited to have the opportunity to be across multiple projects and positions. Fusion5 is great like this, providing plenty of opportunity – and I really did have to apply for the position!

What are you working on?Since I decided to dedicate myself to a pathway toward Project Management, I have given up the NetSuite consulting split role and am currently working on the large Northpower Project (EVO) as a Project Administrator. I work with the Project Manager in status reporting, budgeting, change control, forecasting, release management, and supporting general project queries.

What makes a ‘good day’?A good day will begin with an early start and prioritisation of my tasks in the morning (paired with a coffee!). Then I’m clear on the order in which I need to achieve things, so I don’t get stressed during the day, as I often get swamped!

Throughout the day I will take time to enjoy laughs with my colleagues between tasks, make and consume some more coffee, compile everything on my ‘to-do list’ (that I re-write constantly), go for a brief walk in the afternoon. And to top it off, I enjoy being able to offer someone else my help – so we can all have a good day!

What are you famous for?I would probably say I am ‘infamous’ for having the largest collection of coffee mugs on my desk at any given time. I guess you could call me ‘famous’ for my resemblance to Clarke Kent (AKA Superman), as many people and even clients will refer to me as ‘superman’. The fact my name is Kent makes it even funnier for some. I aim to be seen as a superman, in terms of my work!

What do you get up to outside of work?I am very passionate about fitness, so I work out and go to the gym most days. I also play basketball and watch an NBA game each Saturday. I love to explore nature, New Zealand and what it has to offer. So I’m always going on roadies when I can to get out of the city! I’ve recently been on one of NZ’s top hikes (Waikaremoana), I’m getting into mountain biking and skiing. To complete the outdoors theme, I really need to rock climb!

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

Business Applications

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

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

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

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

Melbourne Level 16 60 Albert Road South Melbourne, VIC 3205 Phone +61 3 9922 5519

AdelaideLevel 1155 Fullarton RoadRose Park, SA 5067Phone +61 8 8239 5700

Brisbane110 Eagle StreetBrisbane, QLD 4000+61 7 3215 3400

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