Australian Retailer Takes a Non-traditional Path for ERP

Officeworks understood that without access to the CRM, every aspect of the organisation that relied on the SAP CRM would no longer work. Their call centre and online customer support, for instance, would be unable to assist customers the moment Internet Explorer retired. 

The Officeworks team was faced with two options. 

• Undertake an expensive, business-disruptive, and complex upgrade of a system where the benefits case was not substantial enough to compete with investments that drive easier and more engaging customer offer. 
• Find alternative ways to make the existing system continue to function.