Inside Brickworks’ Omnichannel Transformation
In Brief…
Brickworks engaged CTO Consulting to define and implement a digital omnichannel solution to drive growth across Australia. The project, previously hindered by internal resource constraints and a concurrent JDE deployment, was reinvigorated through CTO Consulting’s leadership.
By aligning business processes with technology requirements, engaging key vendors, and focusing on core operational priorities, Brickworks launched its first Trade Centre in September 2023 and continues to execute its omnichannel vision.
The Background
Brickworks, a leading Australian building products manufacturer and supplier, sought to enhance its trade and retail services with a unified omnichannel strategy. The company needed to deliver a seamless customer experience across point of sale, eCommerce, ERP and Finance, CRM, and reporting systems.
Despite the clear business need, the project had stalled due to limited resources and overlapping priorities with a large-scale JDE ERP implementation. Brickworks turned to CTO Consulting for strategic direction, vendor engagement, and programme leadership to bring the initiative back on track.
The Approach
CTO Consulting took a pragmatic and structured approach:
Stakeholder Engagement: Conducted workshops and interviews with Trade, IT, and Marketing teams to define business processes, technical requirements, and system integrations.
Process Mapping: Developed customer journey maps and Level 2 process maps to identify pain points, system touchpoints, and required datasets.
Alignment with JDE Deployment: Ensured traceability to previously documented requirements and escalated key decisions to maintain alignment with the JDE programme.
Data Preparation: Cleaned and aligned product information management data for JDE, POS, and eCommerce integration.
Prioritisation: Focused on core services first, enabling cost control, faster decision-making, and resolution of operational issues within JDE.
Expert Guidance: Provided business analysis, solution architecture, POS procurement support, and project management expertise.
The Delivery
CTO Consulting worked closely with Brickworks’ IT, Trade, and Marketing divisions to deliver:
A solution architecture and roadmap covering POS, eCommerce, ERP, and Finance integration.
Vendor and systems integrator selection and engagement.
Programme management of delivery.
Key artefacts—including functional and non-functional requirements, customer journeys, and Level 2 processes—to guide ongoing work.
The first Brickworks Trade Centre successfully opened in September 2023, enabled by the new omnichannel solution.
Continuing to Deliver
By partnering with CTO Consulting, Brickworks successfully defined, prioritised, and delivered a digital omnichannel solution aligned with its growth strategy. The collaborative approach ensured alignment with the JDE ERP deployment, resolved long-standing pain points, and enabled rapid progress in a project that had previously stalled.
Today, Brickworks continues to work with CTO Consulting to deliver its long-term omnichannel vision, strengthening customer connections while improving operational efficiency and sustainable business growth.
Contact CTO Consulting to learn more about digital transformation or our other services.