An established New Zealand-based B2B wholesaler in the pet industry engaged Guide on the Side. to undertake a strategic review of its IT systems and digital capabilities. While the business had a loyal customer base and a strong market footprint, its operational efficiency and future scalability were hindered by ageing systems and a lack of digital infrastructure. The engagement aimed to provide a clear, phased roadmap to modernise the business’s IT environment, enabling operational resilience, improved customer service and scalable growth.

Strategic Context

In today’s dynamic commercial environment, technology is more than a utility it is a strategic asset. At Guide on the Side, we specialise in helping businesses align their IT investments with their business strategy, enabling transformation that supports growth, enhances agility and creates long-term value. This case study reflects our approach to building future-ready, cloud-first operations for New Zealand’s mid-market businesses.

Challenges Identified

A strategic review surfaced multiple systemic technology and infrastructure limitations:

• Connectivity constraints – The main operational site lacked fibre broadband access, instead relying on outdated VDSL connections. This limited access to cloud tools, hindered video conferencing, and affected real-time collaboration.
• Outdated ERP system – The core ERP platform was no longer supported, and lacked the functionality required for modern operations. Key processes such as dispatch and inventory were manually managed through spreadsheets and paper-based systems.
• Ineffective email and collaboration tools – An ageing, on-premise email system resulted in poor mobile accessibility, formatting problems, and email delays — Creating friction in internal workflows and client communications.
• Weak Infrastructure and support model – Servers and cabling were outdated and inadequately secured. The business relied on reactive, informal IT support — Leaving it exposed to continuity and cybersecurity risks.
• Limited reporting and insight – Data was siloed and difficult to extract, with no easy way to analyse performance or drive insights. Decision-making lacked visibility and timeliness.

Proposed transformation roadmap

To address these limitations, Guide on the Side recommended a phased digital transformation strategy, comprising five key workstreams:

1. Connectivity upgrade – In lieu of fibre availability, adopt satellite-based connectivity (e.g. Starlink) to dramatically improve bandwidth and support cloud service adoption.
2. ERP modernisation – Replace the legacy ERP with a cloud-based, modular platform tailored for a mid-sized wholesaler. Key features would include native EDI integration, enhanced inventory and warehouse management, and mobile accessibility.
3. Productivity suite migration – Transition to Microsoft 365 to improve collaboration, standardise communications, and modernise email through Outlook, Teams, and SharePoint.
4. Managed IT services engagement – Shift from informal IT support to a professional managed services provider for proactive infrastructure monitoring, strengthened cybersecurity, and reduced business risk.
5. Data and CRM enablement – Introduce Microsoft Power BI for business intelligence reporting and deploy a lightweight CRM system to improve customer tracking and enable data-driven decision-making.

Strategic outcomes

By implementing the proposed roadmap, the business would gain a strong digital foundation and achieve the following strategic benefits:

• Enable scale and growth through modern, cloud-ready systems.
• Improve internal productivity and mobile working.
• Enhance customer responsiveness and service delivery.
• Strengthen cybersecurity and operational continuity.
• Establish reporting and analytics capability for data-led decisions.