Who is Lion
Lion is one of Australasia’s largest food and beverage companies. They have premium brands across: dairy, juice, soy, beer, cider, fine wine, spirits, alcoholic ready-to-drinks and non-alcohol beverages. With their brands being market leaders, they collectively generate revenue of around $5 billion each year which are produced and sold across their 34 sites. Lion is also one of the region’s largest purchasers of agricultural goods and an integral component of the retail, hospitality and tourism industries.
The Customer's Voice
I found working with FAIR Consulting Group produced great outcomes; they have a "let's go" attitude paired with mature thought leadership. Their experience in moving to a cloud-based architecture using both SAP and AWS has been beneficial to the organisation and has placed us in an excellent position for the future.
The FAIR team understands Agile ways of working and is open to continuous learning. This is a big value-add for us as we have embraced SAFe and SCRUM principles at the core of our delivery. Mehrab and his team have demonstrated high levels of trust and integrity in the engagement throughout and have openly embraced the principle of putting the customer interest and expected outcomes at the heart of all advice and decision making. This aligns with our organisational value of putting the customer at the heart of everything we do. I consider FAIR a trusted partner in our transformational journey and wish them all the best.
Engagement Summary
FAIR Consulting Group has maintained a strong professional relationship with Lion Dairy by continuously delivering high quality work. As part of a wider business and digital transformation program, Lion Dairy & Drinks has been modernising and improving their internal customer service and ordering systems since 2018. The overarching goals of this initiative are to create a superior customer experience, enable sales growth, and reduce the cost to serve. Our consultants and architects have supported Lion Dairy & Drinks along this journey in several areas – from improvements in master data governance and pricing to the migration of a complex order management process to SAP.
A major area of work has been the implementation of a new CRM and Customer Interaction Center solution for the Lion Dairy customer service centre. To achieve the goals of increased reliability, flexibility, and opportunity for growth, the new CRM solution was deployed on AWS.
DELIVERED PROJECTS
SAP CRM on AWS cloud
FAIR supported Lion Dairy with the design and implementation of the CRM system on the cloud. Our architects and consultants were responsible for creating the AWS infrastructure and integration architecture. They ensured that the solution adhered to the broader Lion cloud strategy, Enterprise Architecture guidelines, IT and security policies, as well as AWS best practices. This included the design of the network security and high-availability approach, sizing and runtime cost optimisation, as well as the integration with several on-premise systems.
End to end solution
At Lion we supported the delivery of end-to-end architecture for their entire go-to-market strategy including CRM, Commerce, Marketing and Customer Services. We provided support in prioritising the highest value initiatives, and also facilitated a transitional based iterative program. This work supported the business case as well as defined the feasibility from an IT delivery perspective.
Developing a unified solution
We provided a Master data & system consolidation. We also provided a remediation plan to setup the Go-To-Market strategy.
Agile scrum collaboration
FAIR Consulting Group worked as part of a multi-disciplined, Agile and Scrum team that supported the implementation and execution of the Go-To-Market strategy.
AWS order channel - Proof of Concept
FAIR has also supported Lion Dairy with several POCs and innovative approaches for digital ordering channels, leveraging AWS infrastructure and services to streamline OCR capture of order forms and automatic transcription of voicemails.
