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.

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.

FAIR’s expertise in all areas from the architecture to the development of the final solution, their great communication, and ease of working with FAIR friendly team made it possible to deliver this project successfully and within the given time.

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FAIR Consulting Group is a great partner to work with on customer enabled technologies, given the quality and experience of their people. They have been completely transparent in design, implementation costs and time.

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FAIR bring great experience in designing and delivering customer facing initiatives. Whilst they have demonstrated delivery experience, they also have enough insight and capability to challenge and stretch our thinking.

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We have had the pleasure of working with FAIR since the beginning of our digital transformation. We partner with FAIR to assist us with our CX discovery to uncover gaps and pain points and to define how to solve these in an improved solution. FAIR have the experience to help us deliver this phase of our journey and we are excited to continue the partnership.

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FAIR has demonstrated the willingness and capability to respond to Nutrien’s aspirations across a variety of key strategic initiatives. I appreciate the business-focused approach and enthusiastic collaboration. Partners like FAIR help to make technology a key differentiator for our business.

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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.

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We are excited and pleased to be working with FAIR Consulting Group as we embark on developing a premium digital service offering for our customers and consumers. We chose to work with FAIR because of their dedication to understanding and working with customers and their deep understanding of front-end technology platforms.

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FAIR have always provided us with quality team members both from a capability perspective but also, more importantly, from an attitude perspective. Their team will always go the extra mile to complete their initiatives and have embedded themselves within the team to ensure there is no us/them dynamics.

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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.

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I have worked with FAIR CG on many assignments over the past 5 years across a variety of domains from SAP CRM and ECC to Open Text to Hybris Commerce. These ranged in complexity, from global template implementations to solution designs to functional enhancements of production environments. Every time FAIR CG brings a collaboration of experience and expertise to help bring our strategic initiatives to life.

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FAIR’s implementation team provided an excellent partnership in bringing our smart product recommendation engine on CUB’s B2B SAP Commerce Cloud (Hybris) platform to life. The teams innovative delivery approach provided the right outcome for our business, resulting in sales uplift and positive customer buying experience using our e-commerce service.

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I’ve worked with FAIR on a number of Strategic Projects and have always been very pleased with the quality of the work and their approach. They fitted well into our organisation and have always provided proactive & realistic recommendations with context to help us make the right decision to support our customer’s needs. Setting us up to be successful in the short term whilst ensuring we make the right decisions for the long term.

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Dulux has been working with FAIR Consulting on numerous digital development projects and we have found them to be a very reliable partner. They have constantly challenged us and pushed us to think outside the box whilst being very disciplined with their project management and agile methodologies allowing us to deliver on time and on budget.

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It was a delight to work with FAIR to enhance our B2B functionality. Using their vast experience, FAIR analysed the big picture, highlighted any “watchouts” and determined the ideal resources to ensure the best possible outcome was achieved. It was inspiring to work with such an ethical and professional consulting group, and I look forward to our next engagement.

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I really enjoyed working with FAIR Consulting team. This professional team covered end-to-end delivery. And, I had no doubts we can implement all business requirements with the best quality and fast pace.

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The program was to deliver a state of the art solution to support telephony based nurse triage services throughout Australia. They had all the qualities you expect from very good consultants, but most importantly it was the quality of their design that made them stand out from most consultants. Their ability to understand the essence of what was important of this critical and complex health solution, and then design a solution that was logical and easier to use than the existing system, was first rate. The user acceptance by the nurses was the highest I have seen on any project, and it was the design of the system and processes that was at the heart of this success

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I had the pleasure of working with FAIR as we began our digital transformation at Best & Less. Initially hired to deliver technical support, it became obvious from day one that FAIR would be able to increase our bench strength and provide practical, measurable improvements across numerous streams of work including customer experience, group IT strategy and roadmap planning to name a few. The energy was electric and the FAIR team worked seamlessly with our in-house team to deliver and exceed commercial outcomes we set as targets. I highly recommend working with FAIR if you are undergoing any digital transformation. 

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It was a pleasure working with FAIR over the years. We found the advice they provided to be very valuable and deep around the CRM space and the work that they did for us in this space was very professional and of high quality. FAIR has consultants with a high level of experience and are very knowledgeable.

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Mehrab and his team provided excellent service as SAP CRM was being implemented at Super Retail Group. The team came up with great solutions to some complex problems.

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