Who is Super Retail Group?
Super Retail Group is one of Australia’s largest retailers, housing iconic brands including; Boating Camping Fishing (BCF), Macpac, Rebel and Supercheap Auto. Super Retail Group are leaders in retailing of auto, sports and outdoor leisure products in Australia and New Zealand, their network extends to over 670 retail stores and over 12,000 employees across Australia, New Zealand and China.
The Customer's Voice
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.
Engagement Summary
FAIR Consulting Group was involved in 5 large digital transformation projects with Super Retail Group. We worked on the groups omni-channel commerce projects and a number of large integration projects to help Super Retail Group stay digitally competitive. Our engagement had us work with commerce, marketing, customer services, loyalty programs and a technical restructure of their core CRM.
DELIVERED PROJECTS
Integrated Omni-solution
We worked with Super Retail Group on improving their POS, call centre & website by enhancing and building the CX functions by implementing integrations to SAP CRM and SAP ERP. Our work helped streamline their omni-channel operations.
Managing marketing integrations
During our engagement, we delivered an connected marketing solution by integrating Super Retail Groups external marketing platform with the SAP CRM using segmentation & campaign management with SAP BW and SAP HANA.
Customer loyalty in just 10 weeks
We successfully implemented a SAP CRM based loyalty program for Ray’s Outdoors brand in just 10 weeks.
Piloting a new SAP service solution
We worked on the introduction of an entirely new customer service centre with SAP CRM Sales & Service, SAP Contact Center (BCM).
Re-build, re-design, upgrade & migrate
We provided a re-architecture of the core CRM foundation to achieve a correct single view of the customer, including a EHP2 upgrade and customer signup re-design, master data, de-duplication, merging and migration of customer data across multiple brands in a single CRM.
