Officeworks- Customer profile - FAIR Consulting Group - Management Consulting Australia


Brandon Chaplin, Head of Marketing
FAIR Consulting Company

What Our Customers Say

It was a pleasure working with FAIR on creating a b2b lead generation platform for enterprise commerce customers. FAIR provided exceptional thought leadership and really helped guide us through our digital transformation!
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A look into 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 has an extensive national footprint operating more than 160 retail stores across every state and territory and employing more than 7,000 team members.

In addition to their store network, Officeworks has shown an impressive growth within their office supplies product categories. Each of its stores offers 30,000 products to which it adds a further 1,000- 2,000 products annually. Their online presence is a force, offering easy ordering and great B2B options for a customer looking to bulk order website. They also operate a national call-centre and a team of expert business specialists to cater for micro, small and medium business customers.

The company was established in the early 1990s by Coles Myer which is now a part of the Wesfarmers group. Its head office is located in Bentleigh East, Melbourne. In February 2018, Officeworks updated their tagline to “Make bigger things happen” this was to reinforce that they’re there to support customers by having a wide range of products at low prices and maintaining great service.

Officeworks Engagement Summary

FAIR Consulting Group 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 with Officeworks omnichannel strategy. 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 helped support 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.

Select Engagements

We did the following tasks in our engagement:

  • We reviewed the existing OMS, specifically the delivery options that are available
  • We helped identify customer traction on the website and analysed the behaviour
  • We recommended a self-service model to increase efficiency and transparency in the delivery system
  • Our team provided an API integration, SAP ERP and SAP CRM were connected to the website to help with easy order tracking and location pickup

FAIR Consulting Group helped by supporting the enablement of payment via EFT at the new Self  Service Kiosk at the XXL store for Officeworks. We conducted integrations for the application with their preferred payment gateways.

FAIR Consulting Group helped in the performance efficiency efforts of In-store staff dealing with the click and collect orders providing a method of easy reporting. We also worked on implementing a click & collect data extractor programs for BW to enhance the accuracy of capturing action time & durations.



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