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Summer 2014 Inside: 02 / Welcome 03 / What’s been happening, RAVE Enterprise Resource Planning: 04 / ERP Update, JD Edwards growth 05 / SKOPE Industries 06 / JD Edwards Summit 2014, Quick catch up with Ian McAdam 08 / New Customer – Gideons International 09 / Waterview Tunnel Project 10 / Achieving Success with ApprovalPlus Service Management Solutions: 12 / SMS Update, Engineering firm mines the cloud 14 / FrontRange: Lunch & Learn Human Capital Management: 15 / HCM Update 16 / Strong growth of Empower-HR 17 / Empower Online Training, TAPS Workplace Review Customer Relationship Management: 18 / CX Update, Finding Information now easier for Seniors 19 / New CX Connect Series 20 / Pivotal Update 21 / AAS and Pivotal CRM 22 / The Consultant’s Diary 23 / Interviews

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infusion / issue 16: Summer 2014 /

Welcome to this year’s first edition of Infusion magazine. We hope 2013 was a good year for you and that plans are in place for a fantastic 2014 as well. Fusion5 had a very good 2013 and we ended the year with some great wins, which has set us up well for this year. Just as this Magazine went to print, it was announced by Oracle at a JD Edwards Partner Summit held in Denver, that we are in the top four JD Edwards partners worldwide, beating some significant global and publicly listed companies. This recognition is huge for Fusion5 Australia and New Zealand and recognises our contribution to gaining new JD Edwards customers as well as taking great care of existing customers. The market in 2013 was very buoyant for professional services, with customers wanting both extended support relationships as well as assistance to drive more value from their existing solutions. This demand, together with two important acquisitions in the Service Management space and Oracle RightNow’s Customer Experience solutions means we enjoyed rapid growth in headcount and revenues. We now have 200 people across eight cities and plenty of opportunities for new hires across all solutions. To support our growth we have spent considerable time and effort these past two years implementing new systems and processes. With the same pressures that our customers face, we need to find better ways to deliver internal and external services, and gain better efficiencies and more decision-making information at the same time. Implementing our own software plus our partner solutions has made complete sense; finding staff to work on our projects has been more of a challenge however as our consultants have been very busy doing high priority work for our customers – no surprise there! We are now on the home straight for these implementations. Across our business, we have implemented NetSuite Financials and Professional Services solutions, Pivotal for CRM and our own Empower HR solution for payroll, self-service and human resources. Late last year we implemented ApprovalPlus and this year we complete the implementation of HEAT Service Management, which will replace iHelp. This last project has been a long time coming, however it will be one of our most important. HEAT Service Management allows us to step up our Support Centre service delivery with improved customer interactions, reporting, escalations and knowledge bases.

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

Our Support Centre is growing and will be rebranded in March. The Support Centre will include client managers, consultants, project managers and help desk co-ordinators, and will focus on providing the best possible customer experience to all our PartnerPlus and maintenance customers. We will provide a further update in our next Magazine.

We hope this magazine provides updates that are useful for you and others within your business; if you would like further information on any aspect then please feel free to contact me or your Account Manager anytime. Rebecca Tohill Managing Director, Fusion5 Australia / New Zealand

What’s Hot Customers are asking us about...

Our focus areas for 2014 match the demand we are seeing from our customers and include the launch of our expanded and centralised Support Centre, extended consulting services and Cloud solutions.

In response to customer demand, we have also launched our new, expanded data centre, which is now based in Sydney. This Infrastructure-as-a-Service is branded Cloud5 and will soon be supporting close to 50 of our EmpowerHR payroll customers. Our Service Management team will shortly be offering HEAT Service Management through Cloud5 and our ERP customers will also be able to move their in-house JD Edwards applications to Cloud5. Cloud is a huge part of everyone’s conversation; we are very excited to offer this extended capability to our customers.


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

• Extended support arrangements • Cloud solution and hosting capabilities • Security, especially our ERP customers • Process automation capability and efficiency • Better reporting, BI and data visualisation in real time across multiple data sources • Rationalising IT spend • Self service capability and reducing customer support costs • Creating better customer experiences


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What’s been happening since our last Magazine… We’ve grown to over 200 headcount with several more people expected to join this quarter New ApprovalPlus customers include NorthPower, Namoi Cotton and Palmerston Transport. Fusion5 has also gone live on ApprovalPlus, finally! Ports of Auckland has implemented Org Publisher to assist with strategic organisational charting Jucy Group has rolled out PayGlobal to Jucy Cruise in the Milford Sound, and Tenon and Mercy Ascot Hospitals have implemented PayGlobal Health & Safety Nelson City Council has implemented Jade Star Health & Safety, Trojan Holdings has rolled out Jade Star to the Hermitage Hotel, Wynyard Group has gone live on Jade Star and Griffins has rolled out Jade Star Self Service Timesheets to their merchandisers We’ve recently been accredited “Specialisation” status by Oracle in reselling/supporting Oracle RightNow CX Cloud Service, after our team completed all required certifications In addition, we’ve just hired another CX Consultant who will specialise in configuring, implementing and consulting in Oracle RightNow

We continue our success in JD Edwards, with upgrades at Nufarm and Canterbury City Council in progress Manukau Institute of Technology has selected HEAT Service Management including the mobile application for their ICTS and Facilities Management help desks Lotto NZ has chosen to migrate their existing HEAT Help Desk to HEAT Service Management to support more advanced ITIL processes and service catalogue Many of our HEAT and ITSM customers attended a FrontRange Lunch and Learn day in December to gain an update on what’s new Ardent Leisure (Dreamworld) has selected RFgen for their warehouse stock management solution Ergon Energy has chosen RFgen software for the management of inventory across their warehouses in Queensland The Gideons International in Australia has selected NetSuite for its ERP solution Queensland University of Technology (QUT) has gone live with HEAT 2013 Phase 1 – servicing 4000 staff and students

We’ve created a new user forum in LinkedIn for our Oracle RightNow CX customers, to help them connect and share useful information – you’re welcome to join!

YUM completed Stage 2 of its roll out of HEAT 2013 Cloud across its key franchises, and embarked on Stage 3

Australian Agricultural Company (AACo) in Queensland has selected Fusion5 to implement Oracle JD Edwards, Oracle Sales Cloud and Empower across the entire AACo Enterprise including the new Darwin Beef Processing Facility in the Northern Territory

Toyota commenced their HEAT 2013 on premise implementation, supporting Australia, Fiji and PNG

Cash Converters went live with their expansion of HEAT Cloud to the UK

RAVE (Respond, Add Value, Excite) is a key measurement of our success and continues for 2014. Everyone across our business is responsible for ensuring our customers have a RAVE experience. If our customers RAVE about us then we know that you become our advocates both within your business and also across the market. Your feedback about our people and services is highly valued and contributes to our people’s selection into the RAVE Hall of Fame. In December 2013 we were very pleased to announce further inductions into our RAVE Hall of Fame including: STEVE MINCHINGTON for outstanding services to our New Zealand and Australia HCM customers, especially those using PayGlobal. REBEKAH PINE for excellence in service delivery and customer satisfaction across our HCM customers. TREVOR WEAVER for the great work he has delivered across many of our ERP customers, and the huge internal support he provides resulting in many staff raving about Trevor. SETA EFARAIMO for consistently high levels of feedback and customer satisfaction from our Pivotal customers in both Australia and New Zealand. ANGELA SCHABERAU for launching and delivering a series of highly regarded online training tutorials for our Empower customers, resulting in improved use of the software and greater customer satisfaction. GRANT ROBERTSON for outstanding pre-sales and solution architecture services across Australia and New Zealand.



The ERP world has been frantic and very successful. Following on from our significant JD Edwards win at Northpower in Q3 2013, in December 2013 we also closed a very large JD Edwards EnterpriseOne licence at the Australian Agricultural Company (AACo). AACo is a world-leading provider of beef and agricultural products and the oldest continuously operating company in Australia. JD Edwards was chosen by AACo to manage its meat processing operations at various sites and for the full extended supply chain and logistics operations across the group. This is an important strategic project for both Fusion5 and Oracle, and opens up new markets for both companies.

Section 01 – Enterprise Resource Planning (ERP)

Across the board there has been a lot more success with JD Edwards in the past two to three years than there has been for some time. Following some uncertainty a few years back, the market has realised that JD Edwards is here to stay and has a significant life ahead. Customers wanting rock solid ERP with substantial depth across all core business areas need go no further than JD Edwards. In addition, the investment made by Oracle in the user experience has been huge with the new releases of JD Edwards providing a vastly improved ‘look and feel’ and therefore enabling end users to learn more quickly and enjoy the software. Our JD Edwards pipeline continues to grow and we are excited about the next round of sales opportunities. At the same time, our installed customers continue to upgrade to release 9.1, with some considering 9.2 which should be available around this time next year. Another key project for Fusion5’s ERP pillar late in 2013 was The Gideons International in Australia, who chose NetSuite Cloud software for the management of their operations nationally. The project is now underway, with a planned phase 1 go-live of mid-2014. NetSuite will replace a range of existing systems that The Gideons has been running, the scope covering ERP, CRM, eCommerce, the Member Portal and public website, and additional modules for managing events and payroll. The new system will be used by more than 600 members across Australia. The year finished with both Ardent Leisure (Dreamworld) and Ergon Energy selecting RFgen as their preferred solution for the management of inventory across their various Queensland warehouses, with Fusion5 as their partner of choice. Both opportunities were competitor bids against stiff competition in the warehouse management space. Fusion5’s supply chain consultants within the ERP team are now involved in implementing these solutions. These projects include barcode scanning of stock in locations across all sites with real-time visibility of the stock in the ERP system. The end-to-end solutions include software, infrastructure and mobile device technology in the warehouses. 2013 was a strong establishing year for Fusion5’s ERP pillar across our various offerings. The Australian ERP pillar grew by more than 30% during the year, with a group of top quality people joining the team, helping to round out our capabilities further. Similarly in New Zealand we were fortunate to attract several new ERP consultants in our team to help with the strong demand for our services. We are proud of the progress we made during the year and are excited about the recent recognition from Oracle that we are in the top four JD Edwards partners worldwide.

Major JD Edwards win at AACo In December 2013 Australian Agricultural Company (AACo) in Queensland selected Fusion5 to implement Oracle JD Edwards, Oracle Sales Cloud and Empower across the entire AACo Enterprise including the new Darwin Beef Processing Facility in the Northern Territory. The footprint for the implementation is extensive and includes Financials, Procurement, Manufacturing, Inventory, Sales, Capital Assets Management, Transportation, OneView Reporting, Human Resources, Payroll, Award Interpretation and Rostering. Integration with a number of external production systems will be managed using Flow software. We hope to provide more information on this new customer and their business applications investment in our next Magazine.

Section 01 – Enterprise Resource Planning (ERP)

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SKOPE takes on the world with JD Edwards SKOPE Industries Limited is a family owned company with a global reputation for designing and manufacturing commercial refrigeration solutions. Fusion5’s relationship with SKOPE goes back several years to when the company first implemented its current JD Edwards ERP solution, but more about that later.

SKOPE supplies products and services to the below international markets:

SKOPE is more than 45 years old and today has manufacturing facilities in Christchurch and China. SKOPE has developed an enviable reputation for refrigeration and design excellence. Restaurants and bars around the world are fitted with SKOPE products.

SKOPE’s design and innovation centre is the largest technology centre of its kind in Australasia. Readers who grew up in New Zealand will associate the company with heated towel rails and heaters, but these days the company focuses entirely on commercial refrigeration counting Coca Cola as one of its more significant customers.

In its early years, SKOPE operated from a small factory in the Christchurch suburb of Addington. However, SKOPE expanded over time to establish a research, design and manufacturing plant that now occupies the whole block of the original site. Today, despite the devastating earthquakes of 2010 and 2011, SKOPE continues to occupy that same site. SKOPE designs and manufactures commercial refrigeration and food service products for the hospitality and retail sectors, from restaurants, bars and conference facilities to commercial kitchens, supermarkets and convenience stores. As well as offering a comprehensive range of standard products, SKOPE leads the way in the design of custom refrigeration solutions.

• Australia (all states) • Pacific Islands (including Fiji, Samoa, Cook Islands, New Caledonia, Niue, Papa New Guinea) • United Arab Emirates • China

For the last six years SKOPE has used Oracle JD Edwards EnterpriseOne as its ERP solution. Fusion5 implemented the JD Edwards solution for SKOPE to replace an aging in-house system; today JD Edwards impacts on most parts of the company’s daily business including finance, sales, manufacturing, warehousing and distribution. One of the key benefits of a fully integrated ERP system is the level of information that becomes available. With the help of Oracle’s Discoverer reporting tool, accessing and analysing this information is an easy exercise allowing SKOPE to make well informed business decisions.

Customer Story

Like many JD Edwards customers the implementation of JD Edwards involved modifications to the JD Edwards software. The main area of modification to JD Edwards was to the manufacturing module in JD Edwards where changes were made to the JD Edwards processes to meet SKOPE’s ‘Theory of Constraint’ controlled manufacturing process. Looking to the future, SKOPE completed a hardware refresh three years ago to newer IBM ‘P Series’ servers to build a platform for SKOPE’s continued expansion. More recently Fusion5 commenced work to return the system closer to its ‘vanilla’ configuration, stripping out modifications in some areas and changing business processes to meet software requirements elsewhere. Like many businesses, SKOPE has an eye on the next release of JD Edwards and the work to remove modifications now will reduce the costs and complexity of future upgrades. SKOPE has been an important and high profile customer of Fusion5 for many years. We’ve enjoyed seeing their tremendous success in their key markets and wish them well for a great 2014.

Section 01 – Enterprise Resource Planning (ERP)

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catch up with…

Ian McAdam

Oracle, Vice President Applications, Australia and New Zealand

What trends are you seeing in the marketplace in particular across ERP, CRM, HCM? The speed of uptake regarding Cloud solutions, in particular SaaS, has been staggering over the past 18 months. Oracle was quick to jump on the initial excitement and interest around CRM, then HCM and more recently Cloud ERP.

What excites you about Oracle and its vision? Lots of things! • The breadth and depth of Oracle’s solutions that are offered to our customers and prospects • The comprehensive technology stack which Oracle offers, coupled with the sophistication of the solutions that can be deployed • From an Oracle Applications perspective, I am very excited about the choice of deployment, whether it be on-premise, Software as a Service (SaaS) or a hybrid model

I am witnessing a lot of activity with our Oracle ERP Cloud Service and would have to say this solution is generating a great deal of interest. From an on-premise perspective, we are seeing great success with our Oracle JD Edwards solution which has generated a large number of satisfied customers who continue to sing the praises of its capability. What do you see as exciting for Oracle customers? With the recent adoption and general acceptance of SaaS solutions, I am witnessing a complete ‘re-think’ of how solutions are deployed and the business benefits that can be delivered by the various Cloud models. Oracle will be working with customers to help modernise their IT systems to enable collaboration with integrated social networking, mobilisation of their workforce, and moving applications to the Cloud.

What are the key messages you would like to give customers in Australia and New Zealand around Oracle? Oracle is really focused on removing complexity and simplifying IT for its Australian and New Zealand (ANZ) customers. This lets them focus on what they do best, as well as accelerate their innovation and create added value for their customers. We offer our ANZ customers choice by providing complete, open and integrated solutions and extreme performance at the lowest cost – all from a single vendor. What makes a good day for you at Oracle? Hearing a customer recommend our solutions and the business benefits they have achieved by their investment. Also being in the office and seeing our staff being inspired by the innovation that is coming out of Oracle. What do you get up to when not being VP at Oracle? I enjoy watching my children play competitive sport and enjoy the wonderful wine produce of Australia and New Zealand!



Section 01 – Enterprise Resource Planning (ERP)

Craig Westcott, ERP Director for Fusion5 Australia, recently attended Oracle’s JD Edwards Summit in Denver. Held in January the Summit was an excellent forum for JD Edwards partners to spend time with Oracle executives and staff, gaining updates on the solutions we can provide to our customers. On the back of strong JD Edwards success in recent years and particularly the high customer adoption of JD Edwards EnterpriseOne V9.1, this year’s JD Edwards Summit in Denver Colorado was themed Success through Continued Innovation. Oracle continues to forge ahead with significant advancements to the JD Edwards product. With their “pallet-to-plate” reach from engineered hardware right through to enterprise applications, new JD Edwards releases take advantage of Oracle’s unique competitive advantage. This was most evident at this year’s JD Edwards Summit 2014.

“Oracle’s focus for 2014 is to cement JDE’s success through continued innovation” For context, Oracle’s JD Edwards business line has seen double digit annual license revenue growth over the past two years and is now the largest it has ever been since Oracle took over the product. Between 2009 and 2014, 1,500 net new JDE customers were added to the family. This growth has been unmatched, with some regions seeing greater than 40% annual growth rate! It is not surprising that Oracle’s focus for 2014 is to cement JDE’s success through continued innovation and expansion of the product by leveraging their unique position in the market.

JD Edwards EnterpriseOne Tools 9.1 Update 4 Oracle used this year’s JDE Summit to announce the release of JD Edwards EnterpriseOne Tools 9.1 Update 4. This product update includes enhancements to the End User browser experience of JDE, expanded Mobile Solutions for tablets/ smartphones, new One View Reporting functions, expanded module functionality, Scratchpads/Watchlists/Reminders, and system Security improvements.

Key improvements within this release include: • Enhancements to JDE’s Composite Application Framework (Café One), allowing for the support of multiple JDE EnterpriseOne applications, external web applications (URL’s) and Business Intelligence reports in the same screen • Scratch Pads that allow users to sign documents (or draw images) are automatically embedded into a PDF and saved within JDE • One View Watchlists and Reminders that can be displayed on an EnterpriseOne page as a button or tile, with a visual badge reminding the user that they need to act on something • Google Chrome browser’s voice control feature is harnessed to allow the end user to navigate and control much of the application through voice commands • Numerous module expansions with new functionality in Manufacturing, Warehousing, Logistics, Grower Management, Financials and Reporting Being the final planned update release to EnterpriseOne Tools 9.1, the Oracle JDE team’s focus will now move to the release of Tools/Applications 9.2, expected to be released later in 2014.

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The Third Platform There are a number of key market trends that Oracle has been focused on when enhancing the JD Edwards product. The most significant of these is the evolution of the Third Platform. We now live in a mobile world where customers expect applications to run on multiple devices, in the Cloud, leveraging social networking, and with the analytical power to give us real time information using Big Data. How well JD Edwards responds to this trend is critical to the future success of the application. Mobility is one of Oracle’s major focus areas for JD Edwards over the coming year. With the adoption of REST technology, using Oracle’s Application Integration Architecture (AIA) framework, the development of mobile applications will become faster and easier. Oracle is aiming to develop over 100 mobile applications for JD Edwards over the coming year; this will include applications from all parts of the ERP system. Oracle has an initiative (called Fuse) that is aimed at developing multiple simple applications across JDE, each with a discrete purpose of performing a single function. A number of applications have been launched under this initiative to date.

Consumerisation of IT A second key driver of technology change that is impacting the JD Edwards product is the Consumerisation of IT. Customers expect enterprise applications to be available on any mobile device, installable at the click of a button, and they expect updates to be continuous and instantaneous. “Anywhere, anytime” is the mantra of most consumers these days. Oracle is developing Companion Applications for each of the existing JD Edwards software applications. These will be run on multiple devices in an omni-channel fashion, to support multi-purpose system access. The focus of this initiative is on usability, particularly with customers’ expectations being set by modern mobile technologies. Scratch pads on tablets now allow JDE customers to sign documents and automatically embed the signature into a PDF that is saved within the application. Customers can take videos and pictures on their mobile device and embed these directly into the JDE application seamlessly as part of their daily processing. And all of this is supported on multiple devices.

“A core guiding principle of all JDE product enhancements being made is Simplification” Simplification A core guiding principle of all JD Edwards product enhancements being made is Simplification. This is both a litmus test for changes applied to the product as well as a driver of change itself. One initiative underway is the development of multiple (App-Store styled) discrete applications that each perform a specific dedicated function. These are simple applications that are easy to use, so require zero end-user training; this is based on the principle that 10% of the things we do 90% of the time. They are also quick to install.

Building on JDE EnterpriseOne’s strong platform already in place, we can expect to see a steady stream of such improvements introduced into the product over time. With the Oracle JDE team now operating under a totally Agile (SCRUM) development approach, there will be multiple releases more frequently. Oracle will be looking for any way of simplifying how JDE customers do business, with a close watch on the expectations that consumers now have of technology.

Big Data Following Oracle’s acquisition of Sun Microsystems in 2009, the organisation’s drive has been to provide customers with end-to-end Oracle Engineered Systems (OES) for all its applications. Oracle has the unique ability to optimise its hardware platforms specifically for its applications, so is able to improve performance substantially. This approach has opened the door for new “In-Memory Applications” that support complex analytical operations, which run in a fraction of the time. JD Edwards’ In-Memory Sales Advisor, Planning Advisor and Project Portfolio Manager applications gives managers the ability to glean information instantaneously that they would only have been possible through expensive analysis and reporting tools before. Sales executives are now able to see up and cross-sell opportunities at the push of a button. Profitability trends may be reviewed immediately ahead of making a sale. Revenue and cost concern profiles across a global portfolio of projects may be viewed in real time. Consolidated MRP and supply & demand planning information may be reviewed real time across a global organisation. We are starting to see the Oracle Engineered Systems strategy bearing fruit, which is creating new opportunities for JD Edwards customers.

“Have you ever thought about ‘wearable Continuous Innovation A culture of continuous innovation is being nurtured within Oracle’s JD Edwards group. This culture is the driving force behind all of the advancements that are being made to the product. A commitment to JDE and its future is what keeps the team focused. “Gamification” is being used as a tool to instil this culture internally, as customers partner with the JDE team to come up with new ways of improving their operations. Staff members are encouraged to come up with new ideas and are allowed to implement these as a standalone project, with funding provided by management. These initiatives have spawned product enhancements, new features and particularly improvements to usability. As an example, Oracle plans to include standard business process flows in their base JD Edwards product release in the not too distant future. This vision will expand to industry verticals too. To reinforce this principle, Oracle has already started a Google Glass project for JD Edwards. Have you ever thought about “Wearable ERP”? In summary, the JD Edwards Summit 2014 sets the scene for a very interesting and exciting period for Oracle’s JD Edwards software. Continued innovation is fuelling product advancement at a rapid rate and this will pave the way for the future of enterprise applications as we adapt to significant market shifts. Fusion5 is very much looking forward to playing a significant part of this future.

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Section 01 – Enterprise Resource Planning (ERP)

New Customer!

Gideons International The Gideons International in Australia selects Fusion5 to deliver NetSuite to drive business efficiency and streamline applications in the cloud. The Gideons International in Australia has selected Fusion5 to deliver NetSuite as a replacement ERP for a number of existing systems within the organisation. The scope of the project includes ERP, CRM, eCommerce, the Member Portal and public website; with additional modules for managing events and payroll. NetSuite will be used by more than 600 members across Australia in the first phase of the project.

Another advantage of the NetSuite selection was the inclusion of NetSuite OneWorld which enables companies to easily manage multiple subsidiaries, business units and legal entities all from a single cloud-based system, while seamlessly handling different currencies, taxation rules and reporting requirements.

About The Gideons International in Australia

• The existing membership and accounting system is at “end of life” and outdated, with limited support from the vendor

The Gideons International started distributing bibles in 1908. Today, they have more than 287,000 members—and an untold number of supporters—in more than 190 countries across the globe. These dedicated individuals give their time and money to make it possible for others to learn about the love of God by giving them access to His Word. In fact, they have placed or distributed more than 1.7 billion bibles and New Testaments around the world . . . and counting. The Gideons International in Australia (TGIA) has an association of 3,500 members. It is headquartered in Canberra where the association is governed by a national cabinet overseeing five states, 23 areas and 135 camps. The Gideons International in Australia released an RFP in December 2012 for an Association Management System. After careful evaluation of various submissions, which included a number of industry providers, it became clear that NetSuite could offer the required functionality for the Association Management System and their not-for-profit needs. Furthermore, NetSuite is designed to natively offer a much broader footprint of capability covering Financials, Projects, Asset Management, Inventory, Assemblies, eCommerce, Public Website, Payroll, Events Management and Geomap reporting all from a single application delivered from the cloud.

Some of the key drivers for replacing the existing system include:

• The current system cannot offer scalability, a modern code-based or webbased functionality and was built on a flat-file database framework which is now outdated • The systems consist of a series of disparate applications in which the same information is often entered manually into multiple systems resulting in duplication of effort and increased costs After careful consideration, The Gideons International in Australia selected Fusion5 to deliver this important NetSuite project citing Fusion5’s capability, professionalism and local footprint as contributing factors for the decision. TGIA feels that NetSuite will significantly empower their members and drive efficiencies throughout the organisation. Fusion5 is recognised as the leading NetSuite partner across Australia and New Zealand, with more than 200 employees and offices in Sydney, Melbourne, Adelaide, Brisbane, Perth, Wellington, Christchurch and Auckland. The Gideons project is the next in a long line of successful NetSuite implementations; Fusion5 is very proud to be supporting this implementation.

“Fusion5 is delighted to have been selected to work with The Gideons on this important project. We believe the capability provided by NetSuite will support The Gideons’ membership needs now and long into the future. Since our very first meeting with The Gideons Australian Executive, it has been an absolute pleasure working with such a professional and well-meaning group of charitable individuals”. Grant Robertson

Section 01 – Enterprise Resource Planning (ERP)

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WATERVIEW TUNNEL PROJECT An Enterprise Project Management success story Delivering national benefits with a local focus The Waterview Connection project is one of the most important infrastructure developments ever to take place in New Zealand. Completing a motorway ring route around the city, it will unlock Auckland’s potential to become a truly world class city, combatting regional congestion and creating a direct, time-saving link between the international airport and the CBD.

Prioritised as a ‘Road of National Significance’ (RoNS), the $1.4b Waterview Connection project underlines the government’s commitment to delivering economic growth through sustainable infrastructure development. To achieve this, the NZTA has appointed a specialist team, known as the WellConnected Alliance, to manage its design, construction and operation. Comprising NZTA, Fletcher Construction, McConnell Dowell Constructors, Parsons Brinckerhoff, Beca Infrastructure, Tonkin and Taylor and Japanese construction company Obayashi Corporation, the Well-Connected Alliance brings together the knowledge and strong, home-grown reputation of leading New Zealand’s engineering companies with the worldclass tunnelling expertise of its international partners. The Waterview Connection will deliver five kilometres of six lane motorway through and beneath Auckland’s western suburbs to complete the city’s Western Ring Route by 2017. This motorway will provide a viable alternative for commuters, freight and throughtraffic to State Highway 1, which currently runs through the city and over the Auckland harbour bridge and is regularly over capacity at peak times. It will also directly connect the international airport and the CBD, reducing travel times between the two points by more than 15 minutes.

Half of this new motorway link will be tunneled. By undergrounding so much of it, the NZTA is able to deliver maximum regional and national benefits with minimum long-term footprint on the surrounding communities. This integrated urban design approach is further highlighted by a suite of walking, cycling and landscaping improvements and the provision of additional recreational amenities around the above-ground elements of the new motorway. Tunnelling will be carried out using a custom-built ‘Earth Pressure Balance

Machine’ (EPBM), nicknamed ‘Alice’ which will bore twin tunnels as deep as 45 metres beneath the surface, to pass below the hard-rock legacy of the region’s volcanic activity. At just over 14 metres in diameter, the machine will be the tenth biggest ever built globally and will create Australasia’s largest ever tunnel.

Procurement, Construction, Installations and Commissioning.

Well-Connected has chosen to use Oracle Primavera, supported by Fusion5, for their project management solution of choice. The project is being prepared using Oracle Primavera version 8.2 including the Design, Consents,

Fusion5 are excited to be working with the Well-Connected Alliance and being a part of this substantial urban project.

There are currently more than 5,000 activities that are being managed in Oracle Primavera. There are more than 25 coding fields with the work breakdown structures (WBS) structure split into five levels, and bi-weekly progress updates.

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Section 01 – Enterprise Resource Planning (ERP)


Hunter Douglas is the leading manufacturer of custommade window fashions in both in North America and Australia. The Australian division of Hunter Douglas uses ApprovalPlus Invoices and Purchase Orders to manage the running of their business and have been using the system for the last two years after upgrading from the previous Fusion5 AP-EAS system that they used for four years.

Mitre10 has started down the path of using ApprovalPlus in their head office, currently processing the non-stock requirements of running their organisation, and will subsequently be looking to interface with Kofax OCR, roll out Purchasing, Expense Claims and utilise the E-Bill functionality of ApprovalPlus. Also on the cards for the future is making ApprovalPlus available to the chain of Mega stores we all visit for our DIY requirements.

If you are interested in finding out more about ApprovalPlus and how it can help your organisation control spending and manage the procure-to-pay process better please contact

With more than 400 fire stations and 9,700 firefighters across New Zealand, the NZ Fire Service has a complex set of requirements to manage for the procurement of goods and services and payment of suppliers. The NZ Fire Service utilises ApprovalPlus Invoice, Purchase Order, Projects, Expense Claims and E-Bill modules to manage their processes. The NZ Fire Service is one of the greatest supporters of ApprovalPlus and often host prospective customers for site visits. The NZ Fire Service has been very successful in controlling the procure-to-pay process with ApprovalPlus.

Auckland Airport is New Zealand’s biggest airport and has a varied business including international and domestic flights, retail and distribution, property management and rentals, as well as management of the organisation’s requirements from customs, airport safety, taxis and freight. The Airport has a complex and important function across procurement and supplier payment. Auckland Airport has been using ApprovalPlus Invoices now for several years, and last year moved to using ApprovalPlus Purchasing.

Statistics NZ has used a previous version of ApprovalPlus known as AP-EAS since 2005 and upgraded to ApprovalPlus in 2012. As a central government department and New Zealand’s national statistical office, Statistics NZ is a major source of official statistics and leader of the official statistics system. With around 1000 staff and many more temporary staff at census time, Statistics NZ has a significant volume and diverse range of invoices, purchase orders and staff expense claims to manage – all through ApprovalPlus.

Section 01 – Enterprise Resource Planning (ERP)

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ApprovalPlus is currently in place at three councils. With the use of Invoice and Purchase Order modules ApprovalPlus has proven to be a great fit for the needs of both city and regional councils to help them control purchasing and manage approval of supplier invoices.

Marley, and its sister companies, utilise one instance of ApprovalPlus to serve four separate organisations owned by the same multi-national group. Having one system to oversee the spending of the whole group has been a valuable asset. The group has gone from processing all supplier invoices to implementing purchasing and staff expense claims across the group.

Z Energy is a successful New Zealand owned and operated organisation supplying fuel to retail and large commercial customers such as airlines, trucking companies, mines, shipping companies and vehicle fleet operators. Z utilises ApprovalPlus Invoice and Purchasing modules to manage the day-to-day operations of the organisation, and this is one of the systems that help facilitate the organisation to change and become the success that Z is today.

Toyota, another great name that we all know and love, is one of the most successful automotive manufacturers ever. Fusion5 is proud to provide service and support to Toyota New Zealand across many applications that help their operations to run efficiently and smoothly, including ApprovalPlus where Toyota utilise the Invoice, Purchase Orders and Projects modules.

Tranzit is the largest family owned and operated coach company in New Zealand. Operating for almost 90 years Tranzit is a major player in the bus industry with 600 staff and 600 vehicles in the fleet, covering many locations across the North Island. Tranzit implemented ApprovalPlus Invoices and Purchase Orders this year to help manage the spending for their expanding business.

2013 saw two new ApprovalPlus implementations in the tertiary sector at the Open Polytechnic and Universal College of Learning (UCOL). Controlling spending and doing things more efficiently has become even more important in past years for tertiary institutions. The Open Polytechnic has integrated its online marking system with ApprovalPlus to generate orders and invoices automatically. For UCOL, ApprovalPlus Projects will be utilised to help curb spending and along with the Invoice, Expenses and PO modules, will cover the entire spending and procurement area.


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The New Year has started with a bang! FrontRange has continued to release new functionality within existing products and entirely new products to our clients to strengthen and underpin the solid Service Management foundation in place. Service Management is a very exciting place to be! There is a buzz in the air around the flexibility of the service catalogue, the new mobility options, and better services with voice and business automation. Our clients are moving to consolidated service delivery encompassing all areas of the business. Fusion5’s focus on continual improvement is being realised by many customers now embracing phase 2, 3, 4 and so on of their production implementations. The subsequent continual improvement refines existing systems to better support the business processes and implements new products/modules to expand business functions. Fusion5 is enabling clients to consolidate business applications using the highly flexible Service Catalogue across the business, enabling service requests of any type (HR, facilities, fleet management). FrontRange and Fusion5 are gearing up to further strengthen client relationships across Australia and New Zealand, with the introduction of dedicated client and partner management. Karen Westcott has joined Fusion5 as the SMS Client Manager, and is rolling out a client management strategy in support of both sales and service delivery, while Simon Price has come on board with FrontRange to further enhance, improve and support this strategy.

Section 02 – Service Management Solution (SMS)

Australian Engineering Firm Mines the Cloud for Business Automation Unlocking the natural resources of the world while minimising the environmental impact requires the expertise of skilled mining engineers and construction specialists. Sedgman provides engineering, project delivery and operation services for mining coal, iron ore, copper, gold and lead, as well as the infrastructure needed to process the minerals. The engineering firm prides itself on innovation and using the latest technologies to deliver peak performance for its clients. The company, headquartered in Brisbane, Australia, has more than 1,000 employees in Australia, China, Mongolia, Africa and South America.

The Cloud with a Better Fit Changes in commodities prices have hit the mining industry hard, and companies like Sedgman have had to look for new efficiencies to weather the downturn. As it drilled down, Sedgman began looking for a cost-effective alternative to its ServiceNow cloud-based service desk. ServiceNow had more functionality than Sedgman could really use, and the monthly fees were adding up fast. Sedgman needed to right size its service desk solution. As the vendor’s contract came up for renewal, Andrew Reid, IT manager at Sedgman, began exploring his options for a solution that would be a better fit. “A software-as-a-service model makes sense to me,” he said. “Having the software managed externally where I don’t have to worry about it, and our people can access from anywhere and updates are done automatically is a big draw.” As Reid did his due diligence, he discovered that FrontRange had introduced a cloud version of the HEAT Help Desk software that Sedgman had used in the past. “I looked at a number of offerings and the HEAT Service Management platform deployed in the cloud ticked the boxes from a functionality point of view,” says Reid. “By moving to HEAT, we really gained in terms of service request and service catalogue functionality.” Reid’s research showed that the HEAT Service Management platform offered the strongest value proposition, and Sedgman made the migration with

the assistance of its systems integrator, Fusion5. Sedgman uses HEAT Service Management with Incident, Problem, Change, Knowledge and Service Request modules. “We were already paying less money for the HEAT Service Management platform on the very first day,” says Reid. “The move to the HEAT platform paid for itself within the first year.”

Keeping Workflow Fluid With the HEAT Service Management platform, Sedgman has been able to improve its day-to-day operations as well as better align service management with the business. With the HEAT platform, Sedgman’s IT staff can easily request an IT service or change, plan remediation methods, automatically approve and authorise service requests, implement changes, and monitor and audit the successful completion and service level agreements associated with changes. Sedgman is using the HEAT Service Management platform to automate a growing number of business processes and reduce the use of paper forms, which will drive efficiency, cost savings and productivity. “We’re working with our shared services and human resources teams to bring on additional processes in the HEAT platform so we can get away from paper forms that require approvals,” says Reid.

“The ability to separate the creation of the forms and the workflow is one of the things about Service Catalog that is quite impressive,” – Andrew Reid, IT manager, Sedgman

Section 02 – Service Management Solution (SMS)

For example, when employees need new mobile phones, they no longer have to fill out paper forms, track down their managers to sign them, scan the forms and send them back to IT. A task that once took a half hour or more can be accomplished in minutes. “Now that we have the process running with the HEAT platform, managers can approve the request when they’re not at their desks. They can approve from their phones,” says Reid. “When the business is traveling, paper-based forms make no sense.” With HEAT Self-Service and Service Catalog, employees have web-based access and control over IT and business services, so they can easily submit new service requests, report service incidents, track progress, and even find information on their own that would normally require a call to the service desk. And they can do it in the way they prefer, whether using the self-service portal, phone or email. This flexibility is key, because workers may be in a Sedgman office, at a client site, or in a mine when they need assistance. “We look at IT self-service from the perspective of giving the customer more options,” says Reid. “We want IT to be viewed as a partner to the business, rather than being restrictive.” Based on positive feedback from the business and the growing use of the self-service portal, the customer-focused strategy is working. Reid notes that the service desk typically fields about 800 incidents a month, but since rolling out selfservice, the number of incidents is dropping steadily.

“HEAT Service Management is really a workflow system, and every area of our business could use it for approvals, tracking processes, or something else.” – Andrew Reid, IT manager, Sedgman Reid envisions more ways to use HEAT Service Management to automate workflow and deliver efficiencies. “We’re looking at the ‘new user’ process now,” he says. “The business wants a service request for a new employee start, and it’s a fairly involved process because of the many different types of workers and employees we have.” Reid is working with the HR department to create a dynamic form, which will simplify the process, reduce errors and get new employees set up more quickly. With the flexibility of the HEAT Service Management platform, HR managers can design the forms the way that they want using HEAT’s simple drag-and-drop designer, while the IT team can create the back-end workflow. “The ability to separate the creation of the forms and the workflow is one of the things about Service Catalog that is quite impressive,” says Reid.

Bright Skies for Business Automation Reid is confident that the HEAT Service Management platform will continue to support its needs as Sedgman’s business weathers the mining industry cycles. “The work with the HEAT platform is ongoing. The business will want services added, and IT will want services added,” says Reid. “HEAT Service Management is really a workflow system, and every area of our business could use it for approvals, tracking processes, or something else.” With the HEAT platform, the sky is the limit for business automation.”

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Customer Story

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Section 02 – Service Management Solution (SMS)


Corporate Vision and Strategy

2. Automated Service Delivery

Jim Blaney, FrontRange’s Product Marketing Manager, presented FrontRange’s Corporate Vision and Strategy. It was obvious that a lot of effort is being put into making sure that FrontRange’s offerings are ahead of the market, so that customers are receiving best-of-breed products. They are focusing on three main areas:-

FrontRange has been focusing on increasing the automation in their products so that the repetitive tasks are taken care of automatically and people are left to concentrate on the work that needs thought and input. Areas of focus are

1. HYBRID-IT Gartner reports, after the strong migration to the cloud in past years, there has been a strong return to on-premise installations for various reasons. But the push to the cloud will still continue and Gartner also predicted that by 2015 organisations would be 50% cloud based and 50% on-premise. So the next wave of software is HYBRID-IT and this is where FrontRange is focusing much effort. FrontRange has released HEAT 2013 cloud and on-premise and they are fully integrated so the product is perfectly placed to support Service Management needs now and in the future. In the area of Service management, FrontRange is the only ITSM provider that delivers Service Management software with fully integrated Voice, Workflow Automation and Client Management capabilities both on-premise and in the cloud.

• Service Catalog • Voice • Workflow Automation • Integrated Client Management (including Mobile Device Management) • Mobility • Business Value Metrics The outcome of the increased automation is more efficiency around routine tasks, reduced costs and a focus on increasing service level performance and accelerated troubleshooting.

3. Beyond IT FrontRange believes that the HEAT products can be used to manage all services within organisations not just IT Services, for example customer service, employee and facility management functions. This means one system and all the efficiencies that come with this – less investment in IT, IT resources concentrating on one product instead of many, and a seamless portal for staff members and customers.

Roadmap HEAT 2013 HEAT 2013.2 was released in the latter half of 2013 and featured 19 enhancements. This will be followed up in the early part of 2014 with more exciting features. There are too many changes to be listed here but the slides from the day give a more information on these enhancements. Please contact Karen Westcott Karen. to obtain copies of the slides from the day.

Migration Tool For customers on HEAT classic and ITSM 7, FrontRange have recognised that valuable data as well IP is collected and stored within existing installations of HEAT and ITSM. In order to leverage this information in HEAT cloud and on-premise, FrontRange have developed a migration tool which eases the transition across to new versions. Again for more information on this contact Karen Westcott Karen. to obtain copies of the presentation.

If you would like further information on what was covered at the ‘Lunch and Learn’ then contact Karen Westcott karen.westcott@fusion5. If you would like information on how HEAT 2013 can be of assistance in your business then please contact Mario Koukides +61 418 719 045 or Graham Barker +64 21 732 735.


Update 2014

Our HCM team has completed a large amount of planning through December and January to focus on the upcoming year. 2014 promises to be a more buoyant year for HR in general, with many customers starting to look at those projects around ‘People Management’ that have been put on hold in prior years as well as customers starting to feel more confident about the market and their business opportunities. We have seen a strong demand around new projects and initiatives, further system configuration, training, process improvement and information management.

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“One of the key focus areas in 2014 is our Jemini project” With a team of nearly 80 people in HCM, and a number of new people who joined us at the end of 2013, Fusion5 is well positioned to continue to service and provide value to our customers. Our HCM pillar continues to manage and support quite a number of HR products, so some of our focus this year will also go into ensuring staff are cross-trained into the other products we promote, implement and support.

With new versions of Jade Star and Empower being released at the end of 2013 and being packed with new features, many customers appear to be looking forward to implementing further functionality and using the new interface changes that have been made. In 2014, Fusion5 will also continue to push the online training that has been a huge hit with customers in 2013. One of the key focus areas for Fusion5 in 2014 is our ‘Jemini Project’. Jemini, which brings together the Jade Star and Empower products, is an exciting, progressive project; not only are we developing a new product, many key customers are having input into the roadmap. We are championing a new innovative approach to HR/Payroll not really seen in the market, and we are very proud of the team we have assembled and have working on this project. Jemini is being released through 2014 and 2015 as the new functionality comes on stream.

Another exciting initiative for Fusion5 is the development of an entirely new platform for supplying SaaS products to the mid to large market. ‘Cloud5’ will not only host Empower moving from our current in-house set-up, but also many other products owned and sold by Fusion5. Cloud5 comes on stream in March 2014 and provides a brand new hosting platform to provide integrated SaaS offerings. With so many customers using multiple products that are supported by Fusion5, this platform will provide a real choice for medium to large customers to use a SaaS platform that provides integration and consistent IT management. Lastly in 2014, we will see a few changes in our PayGlobal practice. After ten years as the most successful PayGlobal re-seller, Fusion5 will move from selling the software to purely focusing on providing support and consulting services to the PayGlobal customers. We will continue to invest in our knowledge of the product and build on many of the ‘work-arounds’ we have created to ensure the product meets our customers’ needs.

With new staff joining our team in Australia, our focus and growth will be in services and support versus new sales. This change will see Fusion5 become the leading independent supplier of services and support in the market. This change in focus will also allow Fusion5 to promote and work closely with other PayGlobal customers currently not serviced by Fusion5—something Fusion5 is very excited about. Our team of nearly 20 people have a huge range of experience with the product and we look forward to working with the broader PayGlobal customer base on consulting and support requirements.

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Strong growth for our Empower-HR Family It has been a busy year for the Empower-HR team in particular over the last half of the year. The past six months have seen a number of new customers going live with various EmpowerHR solutions/services including Metro Media Publishing, Dixon Valve and Economic Regulation Authority WA.

Metro Media Publishing is Victoria’s largest multi-media business combining high quality magazines, local news and digital assets. They have 16 publications, delivered to 925,000 homes across Melbourne and Geelong every week and a stable of digital assets including reviewproperty. Metro Media Publishing is also the sales agent for real estate & developer clients in Victoria for all Domain assets including and Fairfax print products including The Age and The Financial Review. According to Sandeep Bordia, Metro Media Publishing’s CFO, “we embarked on a new payroll system due to multiple systems being used to produce payroll across the organisation. After much research, we finalised on the Empower system being supplied by Fusion5. Their approach was very sound, methodical and systematic. The system was up and running within three months of approval for the project. The benefits we have seen are ontime payroll, great customer service and organised payroll duties. “ At the same time Metro Media Publishing also worked with Fusion5 to implement JD Edwards EnterpriseOne as its ERP solution. This combined project highlights our ability to build deep relationships with customers through offering multiple solutions and a single support centre.

Section 03 – Human Capital Management (HCM)

Dixon is a leading international manufacturer and supplier of hose fittings and accessories. The company serves a wide variety of markets from petroleum and mining to construction and processing. It offers the industry’s most comprehensive product line available from a single source. One of Dixon’s key focus areas is to promote employee engagement and, in doing this, requires the business to look at all areas that directly impact the employee and employer relationship. Another key focus area is to continually identify productivity and efficiency gains in processes and procedures across the entire business so that innovation energy can be aligned to delighting its customers. It was found that significant productivity improvements could be gained through an employee self-service portal whilst at the same time providing the employee a level of comfort and independence through being able to access and amend their personal information as and when they need. Tania Merritt, Human Resource Manager at Dixon (Asia Pacific) commented that “now that the Empower-HR implementation has been successfully completed for both monthly and weekly paid employees, Dixon has eliminated a paper-based leave approval process, improved employee records accuracy, reduced administration time for weekly paid employees and now provides easy access to employee payroll information for both employees and employer”.

Empower-HR is a leading, fully integrated payroll, HR, time and attendance and self-service solution, and is used widely across the Australian market. Offered as an in-house solution or hosted, as well as an outsourced payroll solution, Empower HR can be implemented quickly for small, medium and large organisations across all market sectors.

The Economic Regulation Authority (ERA) is the independent economic regulator for Western Australia and has two main functions: to act as Western Australia’s economic regulator, and to be an independent and transparent advisory body to the state government. The ERA makes its decisions and provides advice independent of industry, government, or other interests and is not subject to state or ministerial direction in carrying out its regulatory or inquiry functions. In making its decisions, the ERA strives to ensure consumers receive quality services for a reasonable price. To support its business the ERA has just completed a phase 1 payroll implementation utilising Fusion5’s Empower-HR Payroll Service and is now planning phase 2, which involves rolling out extended HR services to their staff in 2014. According to Pam Herbener, Manager Corporate Services at ERA, “One of the key drivers of moving payroll services to Fusion5 was receiving a higher level of responsiveness and customer service which is a critical requirement for any outsourced service in particular around staff pays.”

Section 03 – Human Capital Management (HCM)

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Empower Training Online FUSION5 LAUNCHED ITS EMPOWER ONLINE TRAINING SESSIONS A YEAR AGO IN RESPONSE TO CUSTOMER DEMAND. In November 2012 we presented our very first on-line training session “Query Manager, Basics” which was quickly booked out. The second session covering “Forms, Workflow” was equally popular. Recently a new session “Security Access and Workflows” was introduced as a result of attendee feedback, and was immediately booked up. In addition to learning courses, product information sessions were held in the third quarter of 2013 providing an opportunity for Empower practitioners to expand their knowledge of the HR functionality within the system on Occupational Health and Safety, Learning and Development, e-Recruitment and the Organisation Charting Tool. These sessions were approximately 30 minutes and we plan to run similar information sessions in 2014. Fusion5’s HCM Consultant Angela Schaberau was asked to conduct these training. Angela has more than 20 years’ experience working in Payroll and HR systems as well as qualifications in accounting and workplace training. Angela has worked as a payroll user as well as a consultant and so has a natural empathy with users and the necessity for patience and understanding when working with the sometimes complex aspects of payroll and HR management. Whilst the sessions are designed to provide short, introductory training, the format is based around attendees first watching while functionality is explained and demonstrated. Attendees are then encouraged to take control of the keyboard and mouse controls and work through exercises on the Fusion5 demonstration database. Some attendees have chosen to further maximise their learning by having a separate computer or laptop available where they can follow demonstrations whilst accessing their own database and working along with the demonstrations and exercises.


“I liked the way I was able to follow what was happening on the screen” “Love the interactive way participants were given the opportunity to do exercises on the virtual web site” “How easy the data was displayed” Workflow Self Service Forms

“Angela’s relaxed and steady style and pace. Activities to cement the learning” “Angela knows what she is teaching – she is not just a trainer but obviously a user as well” “Knowledge that the forms don’t have to actually relate to the pay system’ Basic Security, Access and Workflow

The courses are designed to reinforce learning and understanding and beneficial not only to those choosing ‘hands on’ participation but also for those who prefer to watch and learn visually.

“It was good to have an interactive session which I believed works well and believe you learn more via this method. I also liked the explanation around ‘forms’ that was provided”

Following the courses, we ask attendees to provide feedback to help further improve the quality of courses and gain an understanding of other topics of interest. Overall, the feedback has been consistently positive.

“Confirmation that I did have the basic knowledge of the course well in hand”

We encourage all our Empower customers to participate in these training sessions and to gain information on how to get the most from the software. Query Manager and Security Access and Workflow trainings are planned for Q1 as well as another overview of Learning and Development. All course information and communications are published on iHelp as further reference to our clients.

TAPS – Workplace Review TAPS (The Association for Payroll Specialists) Conferences were held in both Melbourne (Bayview Eden) and Sydney (Luna Park – Milsons Point) on 17th18th October and 24th-25th October respectively. The Melbourne conference attracted approximately 15 Payroll-HR exhibitors including the ATO and Department for Human Services and approximately 120 delegates from around the southern states of Australia. The Sydney event was slightly larger with 20 exhibitors and more than 220 delegates in attendance. The Conference was held at Luna Park surrounded by the backdrop of Sydney Harbour and inviting weather. The “Fun Night” dinner was held at the end of the first day at both venues and provided an opportunity for delegates and exhibitors to enjoy a chat over a three course meal accompanied by a live band that entertained and provided a great evening to shake, sing and dance to. The Conferences provided a large number of interesting Payroll-HR sessions with including topics such as “Long Service Leave”, “Tricky Payroll Issues” and “Stronger Super Reforms” to name but a few. By far the most popular event was “Running the distance in Payroll” with keynote motivational speaker, ultra-marathon athlete and former Australian politician, Mr Pat Farmer.

Pat is the greatest ultra-marathon runner in history and a proud Australian. Pat planned what seemed to be the impossible by many of his peers—to run the incredible trek from the North Pole to the South Pole—a trek which had never been done before. Our ‘exhausted’ audience heard how Pat would run two marathons every day, with no days off, for almost a year in 2011, over 21,000 kilometres through 14 countries in a race to raise $100 million for the international Red Cross. Pat’s analogy was that if you thought payroll was tough imagine running 20,919 agonising kilometres, in an incredibly risky and life threatening trek from the North Pole to the South Pole. His overriding message was to not allow any obstacle to get in the way of your dreams. Follow your dreams. Pat is also the author of his experience “Pole to Pole”—an excellent read! The two TAPS events were proudly sponsored by Fusion5 and provided excellent opportunities to meet and mingle with customers and future customer prospects alike. Luna Park image courtesy Creative Commons Attribution 3.0

CRM Update

2014 is off to a busy start with customers getting new projects in place early. Our Oracle CX team who joined Fusion5 through an acquisition in October last year have wasted no time kicking off new initiatives and extending the services of Fusion5 RightNow customers. Our goal is to bring more value to customers and growing the RightNow customer community. Since November we have welcomed three new people to the CX team so you can expect to see a few new faces working alongside the existing team. Guillaume Perchais, pronounced like Liam with a “G” (in case you were wondering) has joined the team as a Client Manager providing service delivery, project co-ordination and support. Ross McDougall has joined as a RightNow CX consultant and brings with him a wealth of experience having used RightNow in both a business context and the application; we’re excited about having his energy and passion within the team. Finally, we are in the process of bringing on a second Client Manager, which we hope to finalise soon. As mentioned elsewhere in this Magazine we have secured our first Oracle Sales Cloud customer, with AACO selecting Sales Cloud along with Oracle JD Edwards; we also have a solid pipeline of interested prospects looking to Sales Cloud to drive greater sales success in 2014. Fusion5 introduced the CX connect series which hosted an event in Auckland and Wellington. We have many more knowledge sharing and thought leadership webinars and events planning through the year, including into Australia where we aim to push ahead with developing our CX practice. Other Oracle CX solutions such as Oracle Process Automation, Sales, Social and Marketing cloud are opening up new ways for customers to enhance the customer experience while reducing costs of internal and customer facing interactions and processes.

Section 04 – Customer Relationship Management (CRM)

FINDING INFORMATION NOW EASIER FOR SENIORS The Ministry of Social Development is New Zealand’s lead government agency for the provision of care and protection of vulnerable children and young people; employment, income support and superannuation services; funding to community service providers; social policy and advice to government; and student allowances and loans. The Ministry provides assistance to more than 1.1 million New Zealanders (including 570,000 “Seniors” – SuperGold card holders) and 110,000 families. The Ministry of Social Development recently achieved success in becoming a finalist in the 2013 IPANZ Public Sector Excellence Awards with their Seniors “Ask a Question” tool. The Ministry faced a challenge with the growing 65+ age population who were looking for convenient ways to get information and their increased use of online channels. Colin Price, Senior Client Information Advisor within Senior Services said “the Ministry needed to find a cost effective way for information to be accessible to these clients, when they want it. We knew the topics people regularly contacted us about and needed to find a way to have this information available online for them to self-serve, instead of calling us.” The Ministry implemented their “Ask a Question” online tool to the Seniors website (, powered by the leading Oracle RightNow CX Cloud Service. This tool enabled a great self-service mechanism for Seniors, with links to relevant information from other organisations— in a very sustainable and scalable manner. It also allowed advanced reporting and tailoring information to clients’ changing needs. Colin said, “We achieved some great results with over 600% growth in usage in three years, as

it’s easy to use and tailored for specific client needs. The majority of clients who use the tool don’t need to contact us now for further information as 98% of questions entered are answered without human intervention.” Colin found a key benefit of this tool was a more positive experience for clients and the freeingup of staff to deal with those with greater needs. As more people in this senior age group become internet savvy, they are regularly using the Ministry’s website to become better informed. The information available is now easily accessible by the people who need it most – their senior clients, their families and key organisations that work with older people. Fusion5 is very proud to partner with the Ministry of Social Development and congratulate them for becoming a finalist in the Public Sector Excellence Awards, as well as looking after the growing needs of our senior citizens.

Section 04 – Customer Relationship Management (CRM)

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Connecting customers THE NEW CX CONNECT SERIES

The first of our new Fusion5 CX Connect Series (Oracle RightNow User Forums) recently saw 30 customer contacts attend one of two sessions over a light breakfast/ afternoon drinks and nibbles, to “meet, learn and share” with our guest speakers and other customers. This user forum is a new initiative for many of our Oracle RightNow CX customers. We are keen to encourage more networking and sharing of success stories, as well as holding “tips and tricks” sessions run by our technical experts. These events will now run quarterly, with the next one in February 2014. At the November CX Connect event we had: • YS Lee, Sales Director, Oracle APAC, talking about “RightNow in Oracle – a Service Cloud Update” • Colin Price, Senior Client Information Advisor, Senior Services, Ministry of Social Development then shared their “Seniors’ Success Story” and the impressive results achieved (see article on page 18)

YS Lee, Sales Director, Oracle APAC and Steve Roughan, Senior Manager CX Solutions, Fusion5.

• Ross McDougall, Online Strategy Analyst - Personal Sales, IAG gave a live demo and overview of some innovative web forms he and the team at IAG have built using Oracle RightNow, which helped improve their First Call Resolution Rates – a key business measure for IAG

• Diane Kohnert (Fusion5 Auckland) and Kevin Garard (Fusion5 Wellington) ran a “Tips and Tricks” session. This session highlighted some of the new Oracle RightNow Facebook Self-Service functionality and how easy it is to expose all customer facing knowledge via your organisation’s Facebook page, including the same “Ask a Question” functionality that is available on your web site • Diane and Jose Polaco also touched on how you can set and run Cloud Monitor reports to detect discussions on Twitter, Facebook and other social media around key words or phrases – to monitor activity and push posts manually into incidents so that agents can respond directly from RightNow, via the customer’s preferred channel • Diane and Kevin also demonstrated the latest “Forward to Expert” add-in that we have developed to help get input or feedback from subject matter experts (SMEs) or third parties that did not need or warrant an Oracle RightNow user license, to help answer specific enquiries The Fusion5 CX Connect events proved to be popular customer user-group sessions. We look forward to creating some more learning and sharing opportunities again in the year ahead.

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Section 04 – Customer Relationship Management (CRM)

PIVOTAL UPDATE As always, our Pivotal customers continue to keep us busy with new initiatives and projects as they enhance and grow the system to support their ever-changing landscape.

Service Pack upgrades and IT Compatibility are topics of conversation along with customers wanting to outsource more of their application management and database support and development leadership to Fusion5. Fusion5 attended the Global Aptean Sales Kick off in Atlanta in early January where Aptean unveiled their plans for 2014 and beyond for its strategic products which of course includes Pivotal. Globally Pivotal’s success continues to gain momentum. As a niche CRM solution, Pivotal is easily adaptable to meet specific customer needs. With continued growth in Aptean’s vertical solutions, such as Insurance and Financial services, new and existing customers are able to get value from ongoing investment in these products. Fusion5’s own vertical templates for Grant Management, Insurance Broker, SmartTMS - Training Management, and Continuing Professional Development all have significant investment plans for 2014 with keen interest from prospective customers.

During 2013 Aptean has undergone considerable organisational change. With the merging of CDC Software and Consona Corporation there has been consolidation of systems, R&D teams and support to better meet customer’s needs. Recently Aptean has invested over $1m in a new R&D centre based in India providing a centre of excellence for product development. The outward result of these changes is that 2013 may have appeared to have been a quiet year, but with the internal changes at Aptean now mostly complete, 2014 promises to be a great year for customers. Exciting new developments for the core Pivotal CRM product include mobility and integration, along with further enhancements to add-on tools such as Productivity Pack will provide customers with some new tools to improve their efficiency and profitability. Fusion5 along with Aptean look forward to showcasing the roadmap and added capability, and focus on usability and mobility and enablement, all of which is coming through as part of the strategic product direction.

Section 04 – Customer Relationship Management (CRM)

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Australian Administration Services strengthen their Pivotal CRM Legacy A long term Pivotal 5 customer, Link Group, is a specialist third party financial record keeper overseeing data and administration across the superannuation, registry and property industries. Just recently, as part of the Link Group, Australian Administration Services (AAS) selected Pivotal 6 as its CRM platform for its super and pension fund clients. Link Group manages data for over 55 super funds across industry, corporate, retail and government funds. This includes administering data from more than 350,000 employers and 4.5 million members. Over the last six years, Link Group had deployed Pivotal 5 to their super fund clients as a single hub to access critical financial data. This central platform enabled clients to manage interactions, update data and market to members. A dedicated CRM team at Link Group had been customising Pivotal 5 to integrate with Link Group systems and processes including the call centre and document management. The CRM team also enhanced Pivotal in response to more specific client requirements, for example tracking the sales and customer journey to gauge ROI. Over this time, their CRM team had been monitoring best-of-class CRM solutions, and collating a requirements repository that would determine the criteria that would need to be met to transition into a new solution. After going to tender and investigating a wide range of CRM platforms, Link Group chose to upgrade to Pivotal 6. While their existing investment in Pivotal 5 was a factor, Pivotal 6 was seen as the best platform to meet their clients’ requirements. It provided built-in mobility solutions for reporting, Outlook integration, eMarketing, SMS, Social CRM and iPad/iPhone compatibility. This meant Pivotal 6 was the best solution for Link Group to meet the changing needs of their clients. Pivotal 6 provides a stable framework to develop an industry specific CRM. It offers strong system performance and integration, along with the power and flexibility of the Pivotal toolkit. While Link Group has an in-house development team, they appointed Fusion5 to deliver core components of the upgrade. The businesses worked closely together utilising their respective strengths to deliver the project within a tight timeframe and budget. In just five months from mobilisation, the first client went live.

“By selecting Pivotal 6, we have been able to provide exceptional value to our clients. We’ve introduced native dashboards, Outlook integration, improved usability and an exciting roadmap that includes mobility, eMarketing and Social CRM. We now have a best of class CRM solution that has capability to evolve and grow.”




Building on the strong base of Pivotal 5 CRM functionality, Pivotal 6 provides additional modules such as Social CRM, SMS and Productivity pack enhancement. This provides users with new ways of interacting with customers and updating CRM information. A key component of this additional functionality is its ability to be delivered across all aspects of the application including customised and unique modules developed specifically for Link Group.

As Link Group clients migrate to the new Pivotal 6 platform they will be given the opportunity to utilise mobile technology including iPad/ iPhone applications to empower their workforce and better meet their needs.

Over the next few months, Link Group will be rolling out their Pivotal CRM 6 solution to the remainder of their customers. By building on the strength of the Pivotal CRM legacy Link Group is able to provide relevant, up-to-date features while ensuring data integrity and continuity.

Integration Pivotal CRM provides Link Group with a central ‘HUB’ allowing users to view data from a wide range of systems in a central view. Using the Pivotal integration architecture, Link Group can make a range of data available to clients. This includes a mix of data sets, some of which require 2-way synchronisation, while others are read only.

Usability By utilising Pivotal CRM’s context specific navigation, Link Group can provide a rich user experience to end users that allows them to be more productive and access relevant information in a fast and efficient manner. Custom user searches that allow power users to link together multiple sets of data reduce the need for large libraries of crystal reports.

Security Several security groups have been set up to define different access to data and functional modules. The sophisticated security options also allows users to be given access to alternative platforms such as mobile and web without the need to modify, redeploy or replicate user credentials.

Fusion5 has enjoyed working closely with AAS and looks forward to the continued rollout of the application to AAS users. Ongoing enhancements and refinements of the application along with the introduction of new features and modules will result in a fast return on investment as well as satisfying users need to for a modern and flexible business platform.

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Section 05 – The Consultant’ s Diary

The Consultant’s Diary

How on earth do I know if we’ve got what we need?! SOME TIPS FOR USER ACCEPTANCE TESTING (UAT) At last, you get the final product, the go-live deadline is approaching and before you can sign-off on the work, you need to be happy with it. But what to test? How do you structure the tests and how can you be sure that you’ll cover all the bases? It is software development’s secretive little brother: The Black Art of Testing! With a little bit of luck, the article below will open the door, just a bit, to this least appreciated of cogs in the solution implementation engine. Testing is one of those tasks that always seems to be tacked on as an afterthought, but once the time has come to start, it can loom unexpectedly large. Your business is invariably more complex than you realise. The volume and subtlety of knowledge that is held in the business is often so ingrained that it is simply taken for granted. A sense of the depth of this knowledge only becomes apparent when some consultant is asking ever more probing questions during requirements gathering. A little bit of information (provided below) will cover the basics and provide a starting point for your approach to testing the shiny new system that’s on the way.

What are we trying to achieve with UAT? Testing in general is aimed at finding bugs. You want to find bugs! The more you find (and get fixed!) the better the system will be. Development is much more complex than writing this article, but as much as I try, there will be a grammar or spelling mistake that my peers will gleefully point out once the magazine is in print (here’s hoping it’s picked up in review). As a result, expect to find bugs, and the intent should be to improve the system, not simply to point out the flaws of others (I’m talking to my peers here!). The focus for UAT is whether or not the system can support business functions in real-world business scenarios in a usable way (user-

friendly and intuitive). You’re not looking for system crashes now but for how usable the system is as a whole. Where are the bugs in the system flow or in usability under business conditions? Knowing what we’re expecting to achieve helps when it comes to planning testing.

When should we start UAT? As soon as possible! From the get-go the managers and users involved in the definition process can start to ask “How can I test this?” or “I need the system to handle my most complex clients. What makes them complex?” Building scenarios based on daily work and processes can uncover knowledge, checks and alternate flows that may simply not have come up during the requirements gathering process. Catching omissions this early can be 40-100 times cheaper to correct than catching them at the end. This approach can improve the requirements documents and expectations, and will definitely improve the final, delivered project. Testing is very easy to under-estimate and it is time-consuming: “The sooner, the better” was never truer than in solutions development. As

much as the project allows it, do UAT at every stage possible and you will also have started to answer the big one …

What are we supposed to test? Something that is often forgotten is the usability side of systems. Everyone thinks “data” but the user buy-in and flow of the system is arguably more important. Data is vital, but often the development and system testers pick this up. If a new solution looks unpleasant or does not flow intuitively through the various tasks users perform, then the system will not be a success. • Are my eyes going to fall out at the end of a day using the system? • Can I juggle all the information I need, when I need it to get stuff done? • Is the system giving me answers that I need and does it accurately store what I feed it? Coming up with scenarios for these questions will give tests you can be confident in, that will answer whether or not the system meets your dayto-day business needs. To test the scenarios you will need some existing

data and so in preparing for the scenarios you will also start to focus on and prepare the important data to test. Don’t forget to test simple things like “Can I look up a client record”, but it’s the complex ones that are more likely to find gaps in the system … and remember, you want to find bugs!

Who should be involved in testing? This one is relatively simple: Subject Matter Experts. The users who will be engaging with the system on a daily basis need to test the system. Any role that might need to use the system needs someone there who really understands that role to test it. Coming back to the second paragraph of this article “the volume and subtlety of knowledge … is simply taken for granted.” Problems, workarounds, unique approaches to exceptions will only be known by the folks who do that bit of work regularly. They will be the ones who really know what questions to ask. Get them involved!

All these questions! What do I do with them? This is also known as “How to test” or “Structuring my testing”. You need to write all the questions down, and

then the steps that are required to answer the questions. These steps are your test cases (including data or separate data test cases if necessary). Documenting test cases means that your tests are accurately repeatable. The “volume and subtlety” will mean that a number of test cases may be required to answer one question. All of these test cases come together to form your Test Plan. Some questions and steps will rely on specific data or will require other functionality to be in place first so the structure of the Test Plan will be very dependent on the logical flow of the system. So! User Acceptance Testing is not as dark as it was at the start and you have a few key points to help you kick off your next testing effort. Remember that finding bugs is good and it can be a challenging and engaging process (as well as letting you play with the new system before anyone else). Get involved early and include expert users, focus on the system’s flow through real business scenarios, and structure the testing as clearly as possible.

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Interviews Suzanne O’Reilly

Tony Castel What makes a ‘good day’?

What are you working on?

Being really busy and also getting lots of tasks completed in a day. I love solving issues and providing value for money to clients. I also love the feeling of building good relationships with clients and to know that it helps to build a lasting relationship.

A whole range of support engagements to assist a few different project ‘go-lives’. Then I will be with AACo for most of 2014. The new abattoir in Darwin is first up with JD Edwards Distribution, Manufacturing, Plant Maintenance and Finance, and then the rest of the agricultural group.

What are you famous for?

I am a Senior Functional Consultant, providing consulting and support across multiple ERP process streams. What attracted you to Fusion5? To gain the experience and exposure of working with very diverse clients. My first contact with Fusion5 was actually five years before I started, so the lines of communication had been open for a while and I was always impressed with the friendly and open attitude. I have now been with Fusion5 for nearly two years and definitely wish I had made the move sooner. Fusion5 enables an excellent work/ life balance that not many companies offer. What are you working on? My first NetSuite ERP implementation is about to start the prototype phase which I am very excited about. My first RFgen project went live a few months ago which was a huge success and Phase 2 is about to gain sign off. I am also working on a JD Edwards 9.1 upgrade for a complex customer.

What do you get up to outside of work? My passion outside of work is health and fitness, I train hard and eat clean. This commitment to exercise and nutrition gives me more brain power and energy to excel in my work. To relax, I love to take my dog to the beach or the park or catching up with friends for dinner.

and working through resolutions that will help them. I like to help clients by “making compliance easy to do and hard to avoid”. What makes a ‘good day’? A good day for me is when I make a client happy. By working through an issue and coming up with a solution that will work for them that will reduce effort needed, but adds value, and seeing the client using the new functionality and being happy.

What makes a ‘good day’?

Attention to detail and being very thorough, I make clients feel understood. I am also known for learning new products quite easily. What’s your role at Fusion5?

Neil Gardner

What’s your role at Fusion5? I am a Principal Consultant implementing the JD Edwards suite of ERP modules. I am perhaps a little unusual in that I cover off most modules. Finance (I am a chartered accountant by training), Distribution (worked in that environment for 10 years), and manufacturing (also worked in a factory environment for 10 years). When I immigrated to Australia 18 years ago I liked the product and the ethics of JD Edwards, so I asked for a job and got it immediately. I also help on presales, solution architecture work and project management. What attracted you to Fusion5? The culture. It was / is very similar to the old JD Edwards. Help the customer first. Do a good job. Use your business experience to help the client. When PeopleSoft took over JD Edwards several years ago the environment was not great so a number of us resigned to help set up Fusion5 in Australia. That was nearly ten years ago and I have enjoyed every year with Fusion5.

Finding a way to use standard JD Edwards to solve a customer’s business issue, especially if they thought it could not be done. Some days the system set-up and testing just go along as normal, but then it all comes together and ‘Wow’ it works better than expected. It is great to be with a happy client. What are you famous for? Quiet and diplomatic; approachable to helping other colleagues and clients. What do you get up to outside of work? I am an outdoors type. When I can I scuba dive off the islands in Brisbane or up in Cairns. Every now and again I get to the mountains and do a bit mountaineering. A year ago, I had an old style expedition climbing trip in Nepal, and summited Mount Mera (6,476 metres), then a trek to Everest base camp, south face. (One off the bucket list!). The only football game is Rugby – Go the Reds.

What are you famous for? What’s your role at Fusion5? My role is a Principal Consultant within the HCM team. I have been at Fusion5 for just over 18 months, using products such as PayGlobal, Jade Star, PayGlobal ESS, Reporting Services, SQL Triggers, Excel Macros and general advice on running payroll & HR systems. What attracted you to Fusion5? I knew a few people that currently work for Fusion5 and they all had positive comments about the company. I had just finished a project in my previous role and was looking for more challenges and to move back to a consulting role. The culture and expertise of Fusion5 staff fits with my style of working and being able to work with technical people in a consulting role again. What are you working on? Currently I have a few projects on the go all getting ready to go live with new added features of PayGlobal and the implementation of the new Employee Web Kiosk (ESS). I’m always discussing clients’ issues and needs

There’s only one of me and maybe being a bit too passionate on the netball court and encouraging my teammates to try harder, encouraging (yelling) at our HR manager is not the right option. Now I’m known as “Angry Neil” but it should be “Passionate Neil”. Also, working for PayGlobal, then as a PayGlobal client and now back as a PayGlobal consultant so I have done the whole circle. What do you get up to outside of work? I have three interests; motorbikes, my dog Tyson and sports (mainly football) where I still manage to play on a regular basis, also involved with the Tawa club committee and helping train kids to kick zee ball. My latest motorbike is an adventure type bike where I like to get away for the weekend and see some of our beautiful country and my plan is to do an African motorbike trip in the near future.


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Infusion Summer 2014