DXC Eclipse, a subsidiary of New York-listed DXC Technology, has gone-live with its latest Microsoft Dynamics 365 implementation at New Zealand firm engineering equipment supplier Gough Group.
The Dynamics 365 platform replaces a Dynamics AX installation to support transformation, innovation and Gough Group's growth plans.
The major focuses of the project are on improving the customer experience and gaining efficiencies in inventory management.
Gough Group employs more than 850 staff at 50 sites in Australia and New Zealand and is one of the country’s oldest and largest family-owned firms. It sells and supports dealers for heavy machinery brands Cat and Palfinger, national spare parts distribution, finance, and transport and logistics support solutions.
Chief digital officer Grant Taylor said the new platform was driven by the vision of group CEO Liz Ward to improve visibility to critical business information and make many older processes either redundant or more efficient.
“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," Taylor said.
"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."
Some warehouse processes reduced from 1.5 hours to 25 minutes, delivering a direct impact on customer experience.
Ward said the strategically important project had a hard deadline of July 1.
"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," she said.
"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 process."
Gough Group also sought best-practice thinking and to have existing processes challenged.
"This project represented a great opportunity to re-think and re-define how we deliver customer value and support our supplier partners too," Ward said.
The importance of customer experience is increasingly being recognised in many organisations across a range of industries, said Martin Wildsmith, director of DXC Eclipse, which claims to be the largest independent Microsoft Dynamics systems integrator in the world.
Locally, DXC Eclipse is owned by UXC Holdings, in turn owned by DXC Technologies. UXC also holds the shares of Red Rock Consulting and Oxygen Business Solutions.
UXC recorded sales of $50 million in the year ended 31 March 2018 and a net profit of $6.9 million.
DXC Eclipse's experience and history means DXC Eclipse can visualise a client’s desired end-state a lot more easily, Wildsmith said.
"We see the opportunities and the potential problems very early on in our customer’s projects, so we don’t get held up very easily."
DXC Eclipse in Australia, New Zealand and the Pacific supports over 1,200 customer sites in the region.