Digital Transformation Background

Polyaire is a family-owned Australian manufacturer and distributor of air conditioning products and components for the residential and commercial HVAC trade. Headquartered in Adelaide, Polyaire supplies the industry through more than 30 branches across Australia, along with brands such as AirTouch.

Business Challenge

Polyaire had implemented a variety of enterprise solutions over time, including Epicor ERP, eCommerce and CRM platforms. Although the team applied industry-leading practices, key systems and business processes were not operating as seamlessly as they could, with system performance affecting core sales order and invoicing processes.

Growth is a priority for Polyaire, and management recognised that a digital capability gap was limiting the pace at which their vision could be realised.

Polyaire needed a structured and prioritised program to remediate existing systems, improve the customer and staff experience, and build an enduring digital capability.

Results

Polyaire engaged CMC to facilitate an independent, pragmatic Digital Transformation and Remediation Program.

  • Strategy Set at the Top: CMC ran Executive Planning and Scoping Sessions with the leadership team, then a Readiness Review that fed into a clear DX Transformation Roadmap.
  • 25+ Workstreams, Sequenced for Impact: The Roadmap grouped initiatives into Quick Wins, Medium Term, Long Term and Infrastructure projects, all tied to Polyaire’s business strategy for the next 3–4 years.
  • Governance that became the Standard: CMC set up the DX Program Management Office (PMO) and Steering Committee. Polyaire adopted CMC’s governance processes, templates and status reporting as its own. Every new project now needs a Statement of Work and Steering Committee approval, plus an RFP if external vendors are involved.
  • Independent Vendor Selection: CMC used its unique “Business Scenario Methodology” to evaluate vendors, including the eCommerce and Enterprise Application Integration partners, so decisions rested on how each one handled Polyaire’s real business scenarios and not on sales pitches.
  • Early results already delivered: A new delivery management platform is live across all branches and has moved into business as usual.
  • Ongoing client-side partnership: CMC continues to provide Program Management, Strategic Support and QA Review across the whole DX Program.