Who is Officeworks?
Officeworks is Australia’s leading retailer and supplier of office products and solutions for home, business and education needs.
As part of the Wesfarmers group, Officeworks presence is massive nationally, with more than 160 retail stores across every state. Their online presence is a force, offering easy ordering and great B2B and B2C options for a customer on their website. Officeworks also provides a national call-centre and a team of expert business specialists for business customers.
The Customer's Voice
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.
FAIR Consulting Group has been working with Officeworks continually over the last 6 years. Initially, FAIR was engaged to support Officeworks as subject matter specialists in CRM development, integration and enhancement. We worked with SAP CRM, Salesforce CRM and Adobe Campaigns to help align Officeworks omnichannel strategy. During our engagements, we supported the design and construction of Officeworks web platform on Amazon Web Services (AWS) for their commerce and OMS needs.
Officeworks wanted to shift to a self-service model to help create and define a clear customer journey and enhance their customer’s experience. We enabled this transition by providing API development and integrations with SAP CRM, ERP and the Officeworks OMS system. FAIR Consulting Group also supported the creation of a new self-serve kiosk application for in-store purchasing. We helped integrate a number of customer-based features, feedback options and applications and are also engaged in providing SAP SD/MM functional support to the organisation.
We also worked to develop an EDI eProcurement solution for Officeworks’ customers after identifying the need for an integrated B2B order channel. The portal, which allows customers to order directly from the company’s own procurement channel, gives Officeworks more control over the ordering process.
Exploration, strategy & solutions for OMS
During our Engagement with Officeworks, we explored their existing Order Management System (OMS), specifically the delivery options features available. Our team identified and analysed customer traction on the website and the behaviour, collecting and providing this data to Officeworks. We also looked at their OMS and recommended a self-service model to increase efficiency and transparency in the delivery system.
Our team provided an API integration for SAP ERP and SAP CRM. Once connected to the website it allowed Officeworks to easily track orders and pickup locations.
Integrating a third party payment gateway
FAIR Consulting Group worked on developing the function of Officeworks new Self Service Kiosk at its XXL Store. We conducted a series of integrations to enable the payment function VIA EFT. The integrations allowed the application to work with their preferred payment gateway.
Reporting for customer orders | click and collect
FAIR Consulting Group optimised and enhanced the performance efficiency efforts for In-store staff dealing with the click and collect orders by developing a customised method to enable easy reporting. We also worked on implementing a click & collect data extractor programs for SAP's Enterprise Data Warehouse (SAP BW) to enhance the accuracy of capturing action, time & duration.
Discovery for order integration
Officeworks has asked FAIR to conduct a detailed discovery for their B2B EDI integration project. Currently, Officeworks doesn’t have a B2B channel for order integration.
The purpose of the discovery is to assess the viable solutions based on the business requirements, provide the best-suited recommendation to Officeworks business and prepare high-level implementation effort and cost estimates.
At FAIR, we collaborated with the Officeworks business and IT teams to understand business requirements and provide the recommendations that are most suitable for Officeworks business needs and IT infrastructure,
- More accurate and business endorsed solution design.
- Discovery can be used to drive the implementation in a better way, with a sense check on the business and technical directions and feasibility.
- It allows for a business case to be validated and justified.
- Project plan can be aligned with BAU (IT and business) and B2B customers.
- Assessment of different EDI solution approaches and recommendations.
Introducing an integrated B2B order channel
FAIR successfully implemented an eProcurement EDI solution at Officeworks after identifying the need for an integrated B2B order channel. With the introduction of a new channel, customers will be able to order directly from the company’s own procurement channel using the punchout eCatalogue while Officeworks will be able to maintain its own approval processes and authority.