Complex CHH Upgrade Simplifies Customer Ordering Process
“Our customer service representatives now have full product range visibility which has allowed them to significantly improve the timely and accurate fulfilmentof customer orders.”
Ian Brannan, Chief Financial Officer, Carter Holt Harvey
“Thanks to the one SAP platform solution and the new SAP CRM and SCM processes we can engage and partner with our key customers to deliver the value added solutions they are striving for.”
Ian Brannan, Chief Financial Officer, Carter Holt Harvey
Challenge
CHH’s B2B processing was complex due to disparate systems and processes across its businesses
- Customers were subjected to convoluted and inefficient ordering, invoicing and administrative processes
- CHH struggled to fulfil orders that required it to source products from across different plants
- No visibility of what products were available, when they were available and how much they would cost the customer to ship
Solution
- Streamline customer ordering and fulfilment processes by implementing one supported ERP system and one set of processes across the whole business
- Move all CHH businesses to SAP and perform technical upgrade from SAP 4.5B sites to ERP6
- Move the technology platform to Windows/Intel
- Move Oracle DBMS to MS-SQL
- Upgrade SAP BW3.5 to BW 7.1 and upgrade SAP Solution Manager
- Install an SAP CRM front end for complaints in New Zealand and implement CRM and SCM in Australia
- Develop detailed cutover plans for 60 sites to mitigate of ‘loss of business’ risks
Return on Investment
- Simplified ordering process has reduced paperwork and improved order fulfilment
- Rationalised IT systems helps CHH provide timelier customer service and has reduced operating costs
- The introduction of standardised key performance indicators and defined conversion costs has allowed CHH to introduce standardised benchmarking
- Better management level visibility of business performance enables problems to be identified and rectified rapidly
Jonathan Iles, CIO, Carter Holt Harvey has his say on Oxygen's strengths:
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Customer Profile
Carter Holt Harvey
Carter Holt Harvey is one of the largest diversified forestry and wood products companies in the region, comprising 65 subsidiary operating companies, employing more than 11 000 staff at 100 locations.
Business Profile: Carter Holt Harvey is one of the largest diversified forestry and wood products companies in the region, comprising 65 subsidiary operating companies and employing more than 11 000 staff at 100 locations. In addition to its extensive forestry interests, Carter Holt Harvey is a leading supplier of wood and building products.
Pulp & Paper: A division of Carter Holt Harvey, Pulp & Paper is Australia’s only producer of kraft market pulp, and a leading producer of kraft liner board and fibre cement pulp. Pulp & Paper has assets of over one billion dollars, employs over 1 000 people and has annual revenues of $735 million.
