Case Study: Wesley Mission Queensland achieves a single customer view and business transformation with SugarCRM

Wesley Mission Queensland Enabling Business Transformation with SugarCRM

Wesley Mission Queensland (WMQ) is a Queensland-based aged care and community services organisation with about 2,500 staff and nearly 100 volunteers, providing retirement living, residential aged care, disability and mental health services. Facing government reforms (Consumer Directed Care and NDIS), digital disruption and an ageing population, WMQ needed to become more consumer-centric but had no single customer view—customer information was fragmented across departments, systems and spreadsheets.

WMQ defined a CRM strategy in 2016 and gradually rolled out SugarCRM across customer service, marketing, fundraising, in‑home care and allied health in 2017, choosing Sugar for its ease of use and flexibility. The phased deployment helped manage change while building a single customer view; today Sugar supports enquiry and volunteer management through to NDIS and residential care, enabling WMQ to engage customers more effectively and drive its business transformation.

Wesley Mission Queensland

Kris Sargeant

Director Community Care & Inclusion