Orica - Best Tech Awards 2025 Customer Experience
Orica sales and service Download the DocumentSAP Australia and New
Zealand Best Tech Awards
2025
Zealand Best Tech Awards
2025
Best Tech SAP
Industry WebsiteProduct and Services Featured SAP Solutions
Mining and
Infrastructure
https://www.orica.com/Mining, Oil and Gas, Agriculture,
Construction
SAP Sales and Service V1
Orica is one of the world’s leading providers of mining and infrastructure solutions, delivering explosives, blasting systems, mining
chemicals, geotechnical monitoring and advanced digital technologies to customers across the globe. With more than 150 years of
experience, Orica’s team of over 14,000 engineers, scientists, technologists, operators, and business specialists work across surface and
underground mines, quarries, construction sites, and oil and gas operations.
As one of SAP’s earliest customers, Orica has maintained a decades-long partnership with the company. Most recently, this collaboration
culminated in the launch of Orica’s ambitious “4S” transformation program: Simple, Standard, Single SAP, which began in 2020 and spans
end-to-end HR, marketing, supply chain, commercial, asset management, and finance processes.
Orica sales and service
Customer Experience
Industry WebsiteProduct and Services Featured SAP Solutions
Mining and
Infrastructure
https://www.orica.com/Mining, Oil and Gas, Agriculture,
Construction
SAP Sales and Service V1
Orica is one of the world’s leading providers of mining and infrastructure solutions, delivering explosives, blasting systems, mining
chemicals, geotechnical monitoring and advanced digital technologies to customers across the globe. With more than 150 years of
experience, Orica’s team of over 14,000 engineers, scientists, technologists, operators, and business specialists work across surface and
underground mines, quarries, construction sites, and oil and gas operations.
As one of SAP’s earliest customers, Orica has maintained a decades-long partnership with the company. Most recently, this collaboration
culminated in the launch of Orica’s ambitious “4S” transformation program: Simple, Standard, Single SAP, which began in 2020 and spans
end-to-end HR, marketing, supply chain, commercial, asset management, and finance processes.
Orica sales and service
Customer Experience
Challenges
As part of the 4S program, Orica’s entire business was consolidated on an SAP S/4 HANA core,
with 7 SAP Cloud products. The underlying principle was for the business to become “SAP first”
and “cloud first”.
Orica previously operated with a highly complex system architecture marked by extensive
manual processes and fragmented system interfaces. For its sales and service processes, the
key challenges included:
• Usability issues: poor UX making users less incentivised to use available tools.
• Double data entry: Manual input across multiple systems and interfaces, leading to
potential inefficiencies and errors.
• System integration issues: Limited and/or overly complex integration between SAP and
other applications.
• High maintenance burden: Ongoing need for customisation and support.
• Global scalability problems: The existing setup was unsustainable for a global rollout or for
managing regular system updates.
• Cumbersome reporting: Consolidation and reporting were time-consuming and resource-
intensive.
As part of the 4S program, Orica’s entire business was consolidated on an SAP S/4 HANA core,
with 7 SAP Cloud products. The underlying principle was for the business to become “SAP first”
and “cloud first”.
Orica previously operated with a highly complex system architecture marked by extensive
manual processes and fragmented system interfaces. For its sales and service processes, the
key challenges included:
• Usability issues: poor UX making users less incentivised to use available tools.
• Double data entry: Manual input across multiple systems and interfaces, leading to
potential inefficiencies and errors.
• System integration issues: Limited and/or overly complex integration between SAP and
other applications.
• High maintenance burden: Ongoing need for customisation and support.
• Global scalability problems: The existing setup was unsustainable for a global rollout or for
managing regular system updates.
• Cumbersome reporting: Consolidation and reporting were time-consuming and resource-
intensive.
Solution
The rollout of SAP Sales and Service formed a key workstream within Orica’s broader “4S”
transformation program, with the initiative aiming to streamline global processes and unify the
customer experience across all touchpoints.
In 2024, an extensive process audit was conducted across regions, involving consultation with
teams on the ground. This helped uncover critical user needs and pain points, ensuring the
solution was updated and designed around real operational priorities.
While implementation is ongoing, the past 12 months have seen substantial momentum, with much
of the progress achieved in just the last six months. The focus has been on delivering tangible user
benefits early, while building toward longer-term process and systems integration.
The rollout of SAP Sales and Service formed a key workstream within Orica’s broader “4S”
transformation program, with the initiative aiming to streamline global processes and unify the
customer experience across all touchpoints.
In 2024, an extensive process audit was conducted across regions, involving consultation with
teams on the ground. This helped uncover critical user needs and pain points, ensuring the
solution was updated and designed around real operational priorities.
While implementation is ongoing, the past 12 months have seen substantial momentum, with much
of the progress achieved in just the last six months. The focus has been on delivering tangible user
benefits early, while building toward longer-term process and systems integration.
Impact
Effective Reporting
Effective reporting on customer
performance and case management
will enable faster case resolution with
all information saved accurately under
relevant customer records for
operational and strategic decision-
making within Orica
Market intelligence
Ability to access and save data from
remote locations and while in transit
will serve as a strong foundation for
future capability-uplift and
automation leading to faster
resolution of customer queries and
growth-oriented business resilience
Engagement and Effective Team
Management
Easy access to live data enabled at
least 5-7% improvement in
productivity of customer services and
account administration teams
The early impacts of SAP Sales and Service have included a significantly more intuitive and user-friendly interface, empowering employees in
new and meaningful ways. Key benefits already being realised include:
- User-friendly home page with easy access to key functionalities driving their uptake and improvements in capturing market intelligence
- Online and offline capabilities for remote locations and travel periods
- Mass update of customer contacts
- Visibility limited to useful functionalities only (e.g., contract data, job titles, etc.)
- Integration with mail services for seamless operations and real-time information exchange
- Activities mapped across several opportunities allowing for better use of company’s infrastructure in line with offline processes
- Standard corporate templates and signatures and commercial reports and dashboards for easy analysis and visualisation of real-time data
- Granular case assignment and effective case management
- New workflow for highly transactional market segments (pending release)
Specifically, by removing redundant features and interconnecting various workflows, Orica improved access to relevant information for customer-
facing teams so it can be processed effectively by the responsible parties. Orica also eliminated distractions and the risk of duplicate records by
centralising account creation and verification. This not only improved data integrity but also enabled clear financial reporting across Orica’s
global mining operations, allowing users to generate accurate, consolidated reports across regions and entities.
Effective Reporting
Effective reporting on customer
performance and case management
will enable faster case resolution with
all information saved accurately under
relevant customer records for
operational and strategic decision-
making within Orica
Market intelligence
Ability to access and save data from
remote locations and while in transit
will serve as a strong foundation for
future capability-uplift and
automation leading to faster
resolution of customer queries and
growth-oriented business resilience
Engagement and Effective Team
Management
Easy access to live data enabled at
least 5-7% improvement in
productivity of customer services and
account administration teams
The early impacts of SAP Sales and Service have included a significantly more intuitive and user-friendly interface, empowering employees in
new and meaningful ways. Key benefits already being realised include:
- User-friendly home page with easy access to key functionalities driving their uptake and improvements in capturing market intelligence
- Online and offline capabilities for remote locations and travel periods
- Mass update of customer contacts
- Visibility limited to useful functionalities only (e.g., contract data, job titles, etc.)
- Integration with mail services for seamless operations and real-time information exchange
- Activities mapped across several opportunities allowing for better use of company’s infrastructure in line with offline processes
- Standard corporate templates and signatures and commercial reports and dashboards for easy analysis and visualisation of real-time data
- Granular case assignment and effective case management
- New workflow for highly transactional market segments (pending release)
Specifically, by removing redundant features and interconnecting various workflows, Orica improved access to relevant information for customer-
facing teams so it can be processed effectively by the responsible parties. Orica also eliminated distractions and the risk of duplicate records by
centralising account creation and verification. This not only improved data integrity but also enabled clear financial reporting across Orica’s
global mining operations, allowing users to generate accurate, consolidated reports across regions and entities.
“”"Congratulations to the entire team on the successful delivery of the latest round of
enhancements for our SAP Sales and Service product. The team’s dedication has
resulted in a platform uplift that is not only more intuitive and user-friendly, but one
that empowers our people to work smarter, faster, and with greater impact. From
streamlined workflows and real-time insights to improved data integrity and customer
engagement, the outcomes will drive measurable value across our global operations.
Thank you for your commitment to excellence—this is a milestone achievement that
sets the foundation for even greater innovation ahead.”
Nigel Pereira
Global Commercialisation VP
Orica
enhancements for our SAP Sales and Service product. The team’s dedication has
resulted in a platform uplift that is not only more intuitive and user-friendly, but one
that empowers our people to work smarter, faster, and with greater impact. From
streamlined workflows and real-time insights to improved data integrity and customer
engagement, the outcomes will drive measurable value across our global operations.
Thank you for your commitment to excellence—this is a milestone achievement that
sets the foundation for even greater innovation ahead.”
Nigel Pereira
Global Commercialisation VP
Orica