Client Speak: United Breweries Ltd. at SymphonyAI Summit

Client Speak: United Breweries Ltd. at SymphonyAI Summit

Table of Contents:

1. Introduction
2. IT Investment Strategy
3. Role of IT in Different Industries
4. Core vs Non-Core Systems
5. Choosing the Right Solution
6. Automation in Digital Transformation
7. Rapid Application Development Platforms
8. IT Service Management and Configuration Management
9. Extending the Platform to Other Departments
10. Monitoring Customer Satisfaction
11. Beer Sampling and Tasting Project

Beer Tasting and Sampling: A Digital Transformation Journey in Brewing

Introduction Digital transformation has become increasingly vital for organizations across various industries. This article focuses on the journey of United Breweries (UB) in automating their IT processes and leveraging digital solutions to enhance their operations. In conversation with S. Ramakrishnan, Divisional Vice President of United Breweries, we delve into the key strategies, challenges, and benefits associated with digital transformation in the brewing industry.

IT Investment Strategy Prioritizing IT investments requires a deep understanding of the role IT plays within an organization. The significance of IT varies across different industries, with financial services organizations relying heavily on IT as a strategic tool. In the case of manufacturing companies like UB, where IT cannot run the business directly, it still plays an important role, albeit with certain limitations. Investments in IT should focus on differentiating between core and non-core systems and evaluating the need to build or buy solutions. Additionally, decisions regarding on-premises or cloud-based solutions should be considered.

Role of IT in Different Industries The role of IT within an organization differs across industries. In financial services organizations, IT becomes a central point and plays a strategic role in driving business operations. On the other hand, manufacturing companies like UB have specific core systems, such as ERP, that act as the backbone of their business. Beyond these core systems, support systems and peripheral applications are crucial for operational efficiency. Each industry requires a tailored approach to IT investment and digital transformation.

Core vs Non-Core Systems When considering IT investments, differentiating between core and non-core systems is essential. Core systems are integral to the business and require rock-solid, long-lasting solutions that can support growth over an extended period. Non-core systems, such as peripheral support applications, are subject to frequent changes and should be built on nimble and agile solutions. The decision to build or buy solutions depends on the specific requirements of the organization. Cloud-based solutions should be considered whenever possible to reduce the need for managing non-essential systems.

Choosing the Right Solution The selection of IT solutions depends on factors such as core or non-core status, the need for customization, and the decision to build or buy. Investing in robust and reliable solutions for core systems ensures durability and long-term support for business growth. For non-core systems, nimble and adaptable solutions are preferred to accommodate evolving business requirements. The choice between in-house development and packaged solutions should be based on the unique needs of the organization. Cloud-based solutions provide flexibility and scalability, making them a preferred option in many cases.

Automation in Digital Transformation Automation is a critical element of successful digital transformation. To achieve a seamless digital journey, organizations must invest in automation to accelerate the building and deployment of solutions. Rapid application development platforms play a significant role in enabling automation, allowing organizations to quickly build and deploy applications tailored to their specific needs. Automation not only streamlines processes but also enhances the efficiency of the entire digital transformation journey.

Rapid Application Development Platforms Rapid application development platforms are instrumental in driving digital transformation by enabling organizations to build applications rapidly. With the capability to develop applications in a matter of weeks, these platforms align perfectly with the agile approach of digital transformation. They provide the necessary tools for designing workflows, defining matrices, and developing reporting systems. Investing in a robust platform allows organizations to shape their digital initiatives effectively and meet evolving business requirements.

IT Service Management and Configuration Management United Breweries recognized the need to move away from legacy platforms and adopt modern solutions to improve IT service management, configuration management, and change management processes. Symphony Summit's cloud-based platform was chosen for its compatibility with Microsoft technologies and its user-friendly interface. By implementing the platform, UB enhanced its internal governance processes, ensuring greater stability and reliability. The seamless user experience, availability on multiple devices, and single sign-on functionality contributed to increased user adoption and satisfaction.

Extending the Platform to Other Departments Following the successful implementation of the IT service management platform, United Breweries plans to extend its usage to departments beyond IT. Human resources (HR) is the next department that will benefit from this platform, enabling employee engagement and standardized service request handling. The goal is to provide a seamless experience for employees, ensuring timely responses, and maintaining customer satisfaction within internal departments.

Monitoring Customer Satisfaction United Breweries has leveraged automation to improve customer satisfaction by streamlining the fulfillment of service requests and tracking SLAs. The automated system allows for real-time reporting and analysis, resulting in enhanced monitoring and control over service delivery. Furthermore, the platform enables users to log tickets via email, while seamless integration and single sign-on create a unified experience. These initiatives have significantly improved IT processes and customer satisfaction, reducing reliance on manual documentation.

Beer Sampling and Tasting Project The beer sampling and tasting process at United Breweries faced several challenges, including manual paperwork, complex workflows, and time-consuming data collation. Recognizing the need for digital transformation, UB embarked on a project to automate this critical process. By implementing a rapid application development platform, United Breweries aimed to streamline the sampling and tasting process, improve data recording and analysis, and enhance the overall quality management system. The project involved capturing data electronically, automating workflows, and ensuring real-time reporting, enabling faster decision-making and eliminating the need for manual paperwork.

Conclusion United Breweries' digital transformation journey showcases the importance of automation and IT in enhancing business operations and customer satisfaction. By prioritizing IT investments, leveraging automation, and adopting rapid application development platforms, UB has successfully transformed its IT processes and achieved greater efficiency. The beer sampling and tasting project exemplifies the power of digital transformation in optimizing critical processes, improving data management, and meeting quality standards. United Breweries is well-positioned to become a market leader, preferred employer, and partner of choice in the brewing industry.