Twinings is an international company well-known for its long history and wide range of high-quality teas, including black, green, herbal, and specialty blends. Their teas have been a staple in many households and businesses, appreciated for their variety and flavour. In addition to their well-known teas, the company has expanded its product line to include a selection of other beverages, offering options to suit different tastes.

Twinings Recognising the need for Modernisation

As Twinings continued to grow and expand its offerings, the company recognised the increasing demands on its business systems. Consequently, this growth revealed the limitations of their existing Enterprise Resource Planning (ERP) systems, which was becoming outdated and disconnected.

The inefficiencies and lack of integration across their operations made it clear that change was necessary. In response, Twinings decided to implement Microsoft Dynamics 365 Business Central to integrate their disparate systems and improve overall business operations.

Balancing Day-to-Day Operations with Transformation

One of the challenges Twinings faced was balancing the demands of daily operations with the complexities of implementing a new ERP system. Therefore, with a legacy system embedded into their business processes, the transition required thorough planning to avoid disruptions.

Twinings needed a solution that would allow them to continue meeting their operational needs whilst undergoing significant technological transformation. This balance was critical to ensure that the business could maintain its productivity and service levels during the implementation phase.

Strategic Change Management Partnership

As with any major system change, there was a strong potential for employee resistance. Twinings recognised that managing the human aspect of this transition was just as crucial as introducing new technology.

To ensure a smooth implementation, they brought in Fi Gilkenson, an experienced Change and Project Manager from GilkesonKemp. Given her extensive experience in business transformations, Fi was well-positioned to focus exclusively on the project. Furthermore, she engaged the team early in the process and, consequently, emphasised the benefits of the new system to help mitigate risks effectively.  

Open and consistent communication was essential to keeping the implementation on track and addressing any potential issues promptly. Fenwick collaborated closely with Twinings and Fi to thoroughly understand the project’s objectives and unique challenges. This collaborative approach ensured alignment among all stakeholders regarding goals and expectations. As a result, the team developed a tailored solution that not only addressed the complexities of Twinings operations but also considered the human element of change.

Navigating Complex Integration and Data Migration

Integrating Twinings Complex Business Processes

The Twinings and Fenwick team faced the challenge of managing and integrating multiple complex, interrelated processes within Business Central. These processes are not only vital to their day-to-day operations but are also intricately connected, meaning any disruption would impacts the entire organisation. Ensuring seamless integration of these processes into the new system without compromising functionality or efficiency is crucial.

Challenges of Migrating Data from Legacy Systems

One of the challenges was managing the data migration from a system that was 15 years old. Specifically, this phase of the project involved migrating information from various outdated and disparate systems into Business Central. Since transferring data is a complex and challenging process, it required a thorough migration plan to avoid any disruptions in business operations.

Extensive data cleansing was required to meet Business Central’s requirements. It was essential to identify, consolidate, and restructure all necessary data before transferring it. To ensure the data was well-organised and consistently presented, the team implemented data templates during the integration.

Maintaining data integrity during the transition was vital. Twinings opted for a double-entry approach, running both the old and new system in parallel to ensure data accuracy. This strategy proved effective in validating data, but it required careful management to avoid operational disruption.

Additionally, the team needed to analyse and refine Twinings processes during the integration so improve their operational efficiency. This required a deep understanding of Twinings unique business needs, to ensure that our team could tailor Business Central to accommodate these specific requirements.

Once all the data had been moved from their disparate and outdated sources, Business Central became their one single source of truth. The goal was not only to replicate existing processes but to enhance them, improving overall operational performance.

Integrating Twinings’ Operations with a Targeted Solution

Fenwick provided a comprehensive solution to address Twinings complex operational needs by tailoring Business Central to align with their business processes and unique industry needs. In the first phase, the team conducted a detailed analysis of Twinings existing workflows, ensuring they thoroughly understood every aspect of the operations and incorporated them into the new system.

This in-depth understanding allowed Fenwick to configure Business Central in a way that seamlessly integrated all of Twinings’ interrelated processes. We had to ensure that the system could handle complexities without sacrificing efficiency or functionality.

To enhance business efficiency, Fenwick streamlined processes by automating routine tasks and optimising workflows. This not only reduced manual intervention but also improved data accuracy and consistency across the business. The solution included customisations that specifically addressed Twinings’ unique requirements, such as their inventory management, supply chain coordination, and financial reporting.

Achieving Tangible Results with a Unified System

The successful implementation of Business Central was ultimately the result of a well-coordinated collaboration between Twinings, Fi, and Fenwick. Specifically, Fi’s early engagement with Twinings’ staff, combined with Fenwick’s training and resources, created an environment where employees felt empowered to embrace the new system.

Moreover, not only were employees trained on how to use the new system, but they also clearly understood the strategic benefits. Consequently, this buy-in contributed to the successful adoption of Business Central, leading to minimal disruption to daily operations. With Twinings business processes now integrated into a single, cohesive system, the team resolved many previous inefficiencies and inconsistencies.

As a result, this integration has enabled Twinings to manage their business processes more effectively. Additionally, it offers enhanced visibility and facilitates quicker, more informed decision-making. Furthermore, Business Central has provided Twinings with a scalable and flexible system that adapts to evolving business needs, laying the foundation for future growth.