“This new Dynamics 365 platform was driven by the vision of our group CEO, Liz Ward, to improve visibility to critical business information and make many of our older processes either redundant, or more efficient,” says Grant Taylor, chief digital officer at Gough Group.
“We knew that in some areas of our business, our customer experience wasn’t optimised just because of how long it could take to complete tasks,” says Taylor.
“Even though we’re only days into the new site going live, some of the improvements we’ve already seen are new customer orders taking only four steps, rather than up to 20 like they used to.
“We’ve also seen some warehouse processes reduce from 1.5 hours to 25 minutes, which has a direct impact on customer experience,” says Taylor.
Gough Group is one of New Zealand’s oldest and largest family-owned firms. It has more than 850 staff at 50 sites in Australia and New Zealand.
This project represented a great opportunity to rethink and redefine how we deliver customer value and support our supplier partners too
The group includes sales and support dealers for heavy machinery brands Cat and Palfinger, national spare parts distribution, finance, and transport and logistics support systems.
DXC Technology, through its DXC Eclipse practice, worked with Gough Group for the implementation.
The Dynamics 365 platform replaces a Dynamics AX installation and supports Gough Group’s digital transformation, innovation and growth plans.
DXC Eclipse says the focus was on improving customer experience and gaining efficiencies in inventory management processes at Gough Group.
Liz Ward, CEO of Gough Group, a “hard deadline” of July 1 was set to bring the strategically important project online.
“We have a large, diverse and complex business so we needed to work with a partner that had an exceptional track record in rolling out Dynamics 365 for larger businesses,” says Ward, in a statement.
New customer orders take only four steps, rather than up to 20 like they used to
“We also needed a partner that was willing and able to meet a challenging deadline, and had a team that came with an agile mindset and could flex as needed – not get bogged down in the process.
“DXC Eclipse was a very comfortable fit,” she says.
“We also wanted to benefit from best-practice thinking and have our existing processes challenged. This project represented a great opportunity to rethink and redefine how we deliver customer value and support our supplier partners too.
“DXC Eclipse brought a lot of fresh thinking and experience from other sectors to the table which we were able to benefit from,” she states.
“The immediate benefits that Gough Group is realising from this implementation are testament to not just our work, but the maturity and approach of the team at Gough Group as well,” says Martin Wildsmith, director, DXC Eclipse.
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