ITeMGroup works with a major distribution company to communicate with its distributor Network

Background
The company operates a large network delivering advertising material to household letterboxes.

The company has a sizeable operation in Australia and New Zealand, and a growing number of large clients with increasingly sophisticated delivery requirements.

Following the development and commissioning of the company’s core operating system (in Australia and New Zealand), ITeMGroup worked with the company to bring its IVR telephony system to a more cost effective model.

The Challenge
The distribution company operates a large-scale, volume based business, delivering in excess of 4 billion items a year to household letterboxes through a network of 20,000 Deliverers operating through about 900 contract Distributors.

Continuity of communication to the network is vital to business success.
The company’s telephone-based network communication system was developed by a third party. Once this organisation signaled its intent to cease supporting the system in its current form, it became critical to secure system continuity.

ITeMGroup worked with the company's staff to specify a new system. A division of this company based in New Zealand, was then commissioned to develop the system.

When that company was closed, ITeMGroup was asked to audit the assets (Hardware, Software and skills) and ensure a finalisation of the project and a successful redeployment from New Zealand back into Australia.

How ITeMGroup met the challenge!
ITeMGroup worked with the the organisation's staff to bring the project to a successful conclusion.

ITeMGroup also collaborated with the organisation's information systems technical staff to redeploy the infrastructure in Melbourne where it could be managed. As part of the redeployment, ITeMGroup secured the required skill sets from the division's existing pool of staff and organised the relocation to the Melbourne office.

As a result, the new system was deployed well before the deadline for decommissioning of the older system.

ITeMGroup brought a comprehensive set of skills to the project including:
• Project management
• Change management
• Software analysis, design & development
• Documentation services
• Hardware architecture and Telephony deployment skills

Over the following two months the project was systematically implemented in Australia and the original system was replaced.

How the system delivers business success for the organisation's distribution.
The system is the only communication with some parts of the company’s delivery network.

• Upcoming jobs can be notified to the distributors.
• Late changes to jobs can be notified.
• Job Management & reporting facilities available via Intranet for administrators.
• Automatic synchronization of the completed jobs from the Sibiling system.
• Immediate Telephony Alerting when the system is not responding.
• Email / Telephony Alerting if there is any delay in the arrival of DPF feeds.

With the new system, the distribution company has experienced no loss of service to its delivery network.