Lion Dairy & Drinks

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

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.


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.