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.
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 transition-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.
STRATEGY EXECUTION & ORDER AUTOMATION
FAIR Consulting Group worked as part of Lion's multi-disciplined Agile and Scrum delivery team, supporting the implementation and execution of key Go-to-Market initiatives while delivering innovative digital ordering solutions.
FAIR developed Proofs of Concept (POCs) using AWS services to streamline order processing, including OCR-based order capture and automated voicemail transcription. These initiatives reduced manual processing, improved operational efficiency and accelerated digital ordering capabilities.
LION MODERNISES CUSTOMER SERVICE WITH SAP SERVICE CLOUD
FAIR helped Lion modernise its customer service operations by migrating from legacy SAP CRM to SAP Cloud for Customer, integrated with SAP BTP, SAP Integration Suite and AWS Connect. The transformation created a connected customer engagement platform that improved visibility, collaboration and service delivery.
The project enhanced customer experience, increased service productivity and established a scalable cloud foundation to support Lion's future customer service initiatives.
FAIR implemented WalkMe to support Lion's transition to SAP C4C, providing guided user experiences, automated validation and contextual in-application support. The solution accelerated user adoption while reducing process complexity and operational risk.
The engagement improved user productivity, strengthened process compliance and established a scalable digital adoption framework to maximise the value of Lion's SAP investment.
