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Current Case Studies |
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Australian Wine Selectors
Overview
In 2005 Australian Wine Selectors implemented Intranet DASHBOARD to improve internal communications and information sharing. It was introduced through a 10 person pilot, and rolled-out to the call centre staff over 6 months. It has since become the single point of information for all staff.
Intranet DASHBOARD was chosen after the IS Manager saw it at a trade exhibition and was duly impressed.
Client Profile
Australian Wine Selectors are a dynamic Australian-owned and operated company. Wine Selectors has been providing the ultimate wine experience for over a quarter of a century. Today, they are the largest independent, direct supplier of Australian wine. They offer a secure, hassle-free way to enjoy exceptional Australian wine conveniently delivered to your home or office.
They employ over 200 people and due to their success in the industry have seen the number of employees double over the past two years.
Quality Wine every Time
The Challenge
Wine Selectors started off trying to solve the communication puzzle by catering to Call Centre staff with simple custom-built HTML pages. They did not have an online system to cater to the rest of their organisation. Processes were largely manual, involving thousands of face-to-face meetings, sending internal mail and email to get things done.
Specifically, issues included
- Out of date content or difficulties in distributing information in a timely way
- Content publishing was largely a centralised affair with people having to forward Word documents to IT for publishing
- IT controlled the systems instead of the real content owners
- The old system was difficult to use and update; multiple systems and located in multiple locations
- It was difficult to find policies and procedures
In summary they needed an intranet solution that would satisfy the following objectives:
- Make call centre scripts and product information easily accessible the 'find-able'
- Streamline processes to share information
- Improve project collaboration
- Reduce the amount of meetings required in the organisation
- Save them untimely and costly application development, or having to buy an expensive intranet system
- Empower non-technical staff to publish and contribute content to the intranet site
- Reduce the amount of hard-copy internal mail and email being sent
The business case for Australian Wine Selectors
There are a number of features that made Intranet DASHBOARD the product of choice for their intranet. These included:
- The ability to easily trial the product before purchase. This enabled Wine Selectors to ensure it met their needs before fully implementation across the organisation.
- Intranet DASHBOARD offered 40 value added 'clever tools'
- iD used all existing infrastructure and incorporated Active Directory profiles, allowing people to automatically sign on to the intranet in the morning
- iD put the power of the intranet in the hands of business users allowing IT to focus on more strategic initiatives.
- Security - Projects and other areas of content in the intranet could be locked down to those who needed to see it.
Clever tools
Tools of high priority for Wine Selectors included:
- Feedback Director - 30-40 online forms used 'for everything', specifically by call centre staff
- Document Manager and Quicklinks to enhance knowledge sharing
- Content publisher - using Word to publish information as HTML pages
- News - improving internal communications
- Project Space - teamwork and collaboration
- Power Search - search across all applications and documents
- iFrame Portlets - integrating legacy applications and ordering software
- Frequently Asked Questions - A knowledge base reference
- Forum - online discussions and quick feedback from colleagues
"I would definitely recommend it to other companies. The call centre staff love it."
- IS Manager
The Solution
The intranet has become the focal point for all staff communications. Each Department has their own site and have control over their own content. Prior to implementing iD, Wine Selectors' intranet was not widely used and only catered to the call centre staff. Finally, everything is in one place.
Online forms have made significant improvements to the way they do business; saving time on communications, processing orders and distributing information. What was previously a paper-based activity, is now facilitated through the intranet saving thousands of dollars.
Conversations that call centre staff have with clients are a lot smoother as they have fast access to telephone scripts, product information and FAQs.
Where to from here?
Australian Wine Selectors plan to integrate a list management system through the intranet, reducing the need for staff to work with spreadsheets.
They have also recently undergone a rebranding exercise and plan to use the Brand Manager to coordinate their marketing resources, templates and new logos.
For more information on Australian Wine Selectors please visit www.wineselectors.com.au
For more information on Intranet DASHBOARD please visit www.intranetdashboard.com or contact a consultant on +61 (0)3 9819 6333 to find out more about Preparing Content for the Intranet, Governance Strategy Development, Information Architecture Planning or any of the training services we offer.
 Download PDF Version (2,800kb)
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