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PGG Wrightson Data Warehouse

PGG Wrightson is New Zealand’s largest provider to the agricultural sector, offering a wide range of products, services and solutions to farmers, growers and processors in New Zealand and internationally.

The product of a recent series of mergers in the agriculture sector and with 2,400 staff working in a number of business units serving over 90,000 customers, PGG Wrightson is a classic example of how complex it can be to create an enterprise-wide business intelligence environment providing reporting on and analysis of key business activities and performance.

Customer Intelligence

PGG Wrightson sees its market leading customer service as a strategic asset. To sustain this, customer facing staff must have comprehensive customer information (‘customer intelligence’) at their fingertips. Following the round of mergers, customer data needed to be consolidated into a single repository and made available throughout the new organisation. To provide a consistent, quality view of the customer, the information needed to be standardised and multiple instances of the same customer rationalised.

PGG Wrightson engaged Montage to plan, design and deliver an enterprise scale, data warehouse powered customer intelligence environment. The goal: to enable customer related decision-making to be fact based, effective and efficient both strategically and day-to-day.

"We selected Montage as our business intelligence services partner because they clearly had the depth of resources and experience to manage a very complex and business-critical undertaking. Now, with the customer intelligence environment being rolled out after a very intense period of development, our confidence in Montage has been validated." - Mike Sang, CFO, PGG Wrightson

The Engagement

With data from applications in a number of business units, a wide range of stakeholders and the involvement of numerous 3rd party business application vendors, this was a very complex programme of work, managed jointly by Montage’s BI consultants and PGG Wrightson’s Programme Management Office.

The initial phase of work established the customer data model for use throughout the organisation. Subsequent phases connected the various line-of-business applications to the data warehouse. To complete the customer intelligence environment, the data warehouse was integrated with Microsoft CRM and a selection of reporting and analysis tools. Because of the depth of business change introduced by the new customer intelligence environment, an on-going training programme for staff is in operation.

Throughout the engagement, Montage developed a range of effective relationships with business managers and business intelligence advocates within the organisation.

"Bearing the weight of responsibility for successful delivery of the data warehouse and associated business intelligence tools, the IT management team sought partnership with a vendor offering a very safe pair of hands. Throughout this complex programme of work, Montage has exhibited the experience, leadership and flexibility essential to deliver an outcome that is technically excellent and business relevant." Bruce Tinsley, CIO, PGG Wrightson

The Benefits

PGG Wrightson now has improved visibility of:

• Customer loyalty
• Customer needs
• Individual and group customer profitability
• The efficacy of sales activity
• Sales opportunities

A practical example of a benefit is that it is now possible to individually target cross selling through the visibility of any customer’s buying patterns across their whole relationship with PGG Wrightson.

PGG Wrightson’s data warehouse powered customer intelligence environment is one of New Zealand’s larger and more complex data warehouse undertakings.