Fonterra, a New Zealand-based multinational dairy co-operative and the world's largest dairy exporter responsible for 30% of global dairy exports, partnered with HCLTech to revolutionize its export documentation validation process across 140+ countries.

Using Microsoft Azure and generative AI, HCLTech developed an intelligent automation solution that transformed labor-intensive manual validation into streamlined straight-through processing — growing trade volumes while reducing payment risks and operational costs across Fonterra’s global supply chain.

The Challenge:

Fonterra faced critical operational challenges managing payment risks across diverse international markets with varying credit environments and complex legal frameworks. The company's reliance on LC for payment guarantees created bottlenecks due to inconsistent, semi-structured SWIFT messages that varied dramatically across countries and banking institutions.

Manual validation of these required highly experienced staff and was becoming unsustainable as trading volumes expanded. The process was particularly challenging given the complexity of multi-product transactions and frequent data changes throughout the sales lifecycle.

The Objective:

Recognizing the need for digital transformation to support its growth trajectory, Fonterra sought to automate its LC validation process while maintaining the highest standards of accuracy and compliance. To build on its existing Microsoft technology ecosystem, Fonterra partnered with HCLTech to develop an intelligent, scalable AI solution that could handle the complexity of global trade documentation while providing enterprise-grade security and reliability — so Fonterra could eliminate processing bottlenecks and enable its skilled workforce to focus on higher-value strategic activities.

The Solution:

HCLTech delivered a sophisticated GenAI solution built on Microsoft Azure using microservices and event-driven architecture. It leveraged advanced AI capabilities to automatically extract, compare and validate LC data against Fonterra's SAP GTS records, handling the complexity of semi-structured SWIFT messages.

The solution featured intelligent document processing that adapted to:

• Varying international banking formats
• Real-time validation against multiple data sources
• Seamless integration with existing enterprise systems

The platform's responsible AI framework ensured data privacy and security while scaling from single-product transactions to complex multi-product scenarios.

The Impact:

The AI-powered solution delivered transformative results that established new operational benchmarks for global trade processing for Fonterra across 140+ countries. The solution achieved:

• Reduces barriers to international commerce: 95% automated straight-through processing for Red Lane transactions
• Significant reduction in staffing requirements: Over 85% accuracy in validation reducing manual intervention
• Enhanced processes: 15% reduction in processing time
• Reduced risk: Improved documentation compliance and reduced payment risks
• Improved employee morale: Redeployment of skilled staff to higher-value strategic roles, improving job satisfaction

Toll Logistics, a leading Asia-Pacific logistics and supply chain management company based in Melbourne, partnered with HCLTech to transform their analytics infrastructure by migrating from SAP HANA to Microsoft Fabric. This comprehensive solution deployed end-to-end Microsoft Fabric capabilities including Data Factory, Synapse warehousing and Power BI to meet expanded contractual reporting requirements — while establishing a scalable foundation for real-time analytics across its global operations.

The Challenge:

When a major contract expansion with a key customer required significantly more extensive reporting capabilities — including future real-time data integration — Toll was faced with a critical business challenge. Its existing SAP HANA-based analytics infrastructure could not meet the expanded obligations and lacked the flexibility to incorporate diverse data sources from logistics partners. Toll needed to reevaluate its entire analytics approach to ensure contractual compliance — and position itself for future growth and enhanced customer service delivery across its extensive Asia-Pacific network.

The Objective:

Toll Logistics needed a more robust and scalable analytics platform — and thus, needed to modernize their data infrastructure — to meet immediate contractual requirements while building capability for future real-time analytics. Toll partnered with HCLTech to help plan and facilitate the transition from SAP HANA to Microsoft Fabric.

The Solution:

HCLTech delivered a comprehensive Microsoft Fabric implementation utilizing Data Factory, Synapse warehousing and Power BI in an integrated end-to-end solution. The project leveraged a Fabric VBD to finalize solution design and obtain security approvals, ensuring responsible data handling and privacy protection. The initial deployment integrated data from SAP ERP systems and key logistics partners, creating unified reporting capabilities.

Microsoft and HCLTech took a strategic step-by-step approach to ensure Toll's team could effectively manage the transition while positioning the solution for future real-time capabilities and global scalability.

The Impact:

The Microsoft Fabric transformation delivered substantial business benefits, including:

• Increased productivity: Using Copilot capabilities and consolidated data management, Toll streamlined processes and drove more efficient data handling
• Contractual requirements met: Toll is able to meet its expanded contractual reporting requirements while instilling confidence in its ability to handle future needs like real-time data feeds
• Elevated industry position: A scalable template for Toll's global analytics evolution was established, positioning them as a leader in logistics innovation

MMG Limited — a $3 billion global resources company operating across Australia, Peru and Democratic Republic of the Congo — partnered with HCLTech to transform its IT operating model from a blended in-house and outsource structure to a comprehensive managed services arrangement, including migrating critical applications to Microsoft Azure.

The Challenge:

MMG faced significant operational challenges managing IT infrastructure across multiple countries with varying regulatory requirements and procedural complexities. The existing blended operating model — including service management for applications and service integration and management (SIAM) — created inefficiencies, increased costs and limited flexibility in responding to business needs. The challenge intensified when, six months into the transition, MMG relocated its enterprise IT strategy and governance from Australia to China, introducing new stakeholder dynamics and cultural considerations that required careful management.

The Objective:

MMG wanted to reduce operational costs, improve risk posture and create a more flexible IT operating model that would also enhance user experience across their global mining operations. The goal was to establish sustainable and resilient IT infrastructure that could adapt to business fluctuations while maintaining security and compliance standards — even across legacy systems. MMG partnered with HCLTech to create an integrated platform that would streamline operations across multiple external partners and regulatory environments.

The Solution:

HCLTech delivered a comprehensive transformation encompassing complex stakeholder management across multiple organizations and countries. The solution integrated in-house and outsourced capabilities into a unified managed services arrangement, requiring extensive knowledge transfer and new operational frameworks. Key innovations included:

• Implementing SIAM governance infrastructure to create control layers across external partners
• Establishing a single integrated platform for service management
• Migrating critical applications to Microsoft Azure, enabling dynamic resource scaling based on business needs while providing enhanced security and compliance capabilities essential for global mining operations

The Impact:

The transformation delivered substantial business benefits, including integrated application and infrastructure management services that streamlined operations across MMG's global footprint.

• Integrated and streamlined application and infrastructure management services
• Cost reduction due to migration to the cloud
• Enhanced flexibility and resilience throughout MMG’s IT operating model
• Successful governance across all regions

WaterNSW, New South Wales’s state-owned water corporation managing 41 major dams and the southern hemisphere’s largest monitoring network, partnered with HCLTech to transform its field operations from paper-based processes to a cutting-edge digital mobility solution using Microsoft Azure and iOS technology.

The Challenge:

Due to its outdated paper-based systems, WaterNSW faced critical operational inefficiencies managing water resources across NSW. Manual processes created delays in work order completion, hindered real-time monitoring of water quality and compromised compliance tracking across WaterNSW’s extensive network of dams and waterways. This was particularly challenging given its responsibility to supply two-thirds of NSW's water to communities, agriculture and industry — where data accuracy and timely reporting are essential for public safety and regulatory compliance.

The Objective:

WaterNSW sought to modernize its field operations through advanced mobility solutions. The goal: create a seamless digital ecosystem to enable real-time data capture, streamline work order management and integrate with WaterNSW’s existing EAMS system — while ensuring reliable offline functionality for remote field operations across NSW's diverse geographic regions.

The Solution:

HCLTech developed a comprehensive Field Service Mobility solution on Microsoft Azure, deployed on iOS using iPads with online and offline capabilities. It synchronized over 50,000 assets and 550+ checklists, enabling near real-time integration with the EAMS system. Key features included:

• Dynamic inspection templates for water readings and quality data
• Intelligent work order scheduling based on team structures
• Comprehensive audit tracking with photo attachments.

The solution's responsible AI framework ensured data privacy and security while providing seamless offline-to-online synchronization for uninterrupted field operations.

The Impact:

The digital transformation delivered exceptional results, establishing WaterNSW as a leader in water management technology. Not only did it enhance service delivery to NSW’s communities and position WaterNSW for sustainable water resource management in the digital age; it also achieved:

• Enhanced efficiency: Improved operational efficiency across 240+ field technicians
• Up-to-date data capture: Near real-time data synchronization with EAMS for work orders, requests, checklists and photos — while enabling efficient work order scheduling and approval workflows
• Complete compliance: Compliance requirements were fully met through comprehensive audit tracking and photo documentation
• Optimized reporting: The Azure Data Lake-powered water quality reporting dashboard provided real-time insights for decision-making

Coles Group is one of Australia’s leading retailers, operating a vast network of over 1,600 supermarket and liquor stores nationwide. Since its foundation in Collingwood, Victoria in 1914, Coles has grown to become the second-largest retailer in Australia after its principal rival, Woolworths, in terms of revenue.

The Challenge:

At the heart of Coles’s operation is the Store Customer Platform team, a critical enabler of seamless in-store experiences for millions of Australians every week. This team plays a pivotal role in delivering innovative, customer-centric solutions that support store operations, enhance service delivery, and drive engagement across Coles’ diverse retail footprint. The Store Customer Platform (SCP) team are responsible for Item ticketing across all Coles stores.

Coles operates with over 20,000 SKUs and 80 pricing formats, making manual price tag verification a major source of errors and inefficiencies. The key challenge was to address critical challenges such as frequent pricing errors, inconsistent customer experiences, and the lack of a scalable system for digital signage. Manual processes were prone to human error and inefficiencies, making it difficult to maintain accuracy and agility in dynamic pricing environments.

The Solution:

Leveraging HCLTech innovation fund with Coles, we worked with Microsoft and Coles to co-develop Project Alfred, an AI-powered solution that automates pricing- reducing errors, enhancing customer experience, and future-proofing the system for digital signage. The solution includes AI-driven price validation, visual error detection, and role-specific insights with human-in-the-loop and responsible AI safeguards.

Alfered the Gen-AI powered agent, helps the Store Customer Platform team streamline operations, enhance customer experiences, and ensure pricing and promotional compliance—delivering faster, smarter support across every store. It ensures that the printed ticket's mathematical logic is accurate, as errors can occur where the discount amount does not align with the percentage discount displayed on the ticket.

Key Features include:

• AI-Driven Ticket Validation: Automating the validation of the pre-print tickets by checking for price discrepancies and ensuring mathematical accuracy.
• Visual Error Detection for UAT Tickets: Assist in identifying visual inconsistencies between designed pdf versions of tickets and their printed counterparts.
• Automated data Analysis: Analyse files providing insights, answering queries and extracting relevant information to support decision-making.
• Batch Processing Insights: Monitor and report on ticket batch processing offering visibility into workload and operational trends.
• Role-Specific outputs: Tailor responses to individuals based on their role ensuring relevant and actionable insights.
• Human-in-the-loop validation: Ensuring accuracy and reliability of GenAI output through periodic reviews.
• Responsible AI Compliance: Ensure ethical, accurate and unbiased performance while adhering to regulatory requirements
• Data Security and Privacy: Incorporate techniques to handle sensitive information securely, including detecting and masking PII data to ensure compliance with privacy standards.

The Impact:

• Increased Store Efficiency: Alfred automates routine tasks like pricing checks, label generation, and knowledge retrieval—freeing up store teams to focus on customer service and reducing operational overhead.
• Stronger Compliance & Accuracy: By embedding compliance rules into automated workflows, Alfred ensures pricing, promotions, and communications are accurate and aligned with regulatory and brand standards.
• Elevated Customer Experience: Personalised in-store experiences through dynamic signage, tailored promotions and smart navigation.