Case Study: Fonterra Brands achieves centralized case management and streamlined operations with Resolve Software Group

Fonterra Brands - Customer Case Study

Fonterra Brands (Australia), the local arm of the New Zealand dairy exporter behind household names like Mainland, Bega and Western Star, used Resolve since 2003 to manage customer and consumer enquiries across multiple sites, including a Melbourne call centre and manufacturing locations in Victoria and Western Australia. In 2009 they faced a complex upgrade challenge: move from Resolve V6.6 to V8.0 to gain internet access and centralization while coordinating IT across two countries, five usage sites, two time zones and four teams—becoming the first customer to implement Resolve over the internet and spanning three major software versions.

Upgrading to Resolve V8.0 delivered a single central database, shared reference and classification data, simpler future deployments and internet-enabled access for strategic growth. The project was successful: Fonterra now works from one system, streamlined processes, improved efficiencies and is better positioned to meet changing business needs.

Fonterra Brands

Chris Andara

Consumer Service Manager