Beyond the Sales Pitch: How Australia’s smartest brands are re-thinking tech solutions – MHD editorial

Why Australia’s leading brands are changing the way they evaluate, select, test, and implement supply chain software — and what CFOs, CIOs, COO’s and supply chain leaders need to know.

A decision too important to get wrong

Australian supply chains are under more pressure than ever. Soaring operational costs, rising customer expectations, productivity constraints, and regulatory changes are pushing businesses to reassess how they operate — and, critically, how they use and select technology to improve supply chain performance.

Software selection has moved far beyond IT. Today, Warehouse Management Systems (WMS), Transport Management Systems (TMS), Order Management Systems (OMS), Last-Mile Delivery (LMD) and other platforms sit at the heart of customer experience, fulfilment and profitability. And yet, too many businesses still get this decision wrong — not because the tech is poor, but because the approach to selecting it is flawed.

In a recent Extolla webinar titled “Shift Happens” available on their YouTube channel, global experts reinforced what we’ve seen on the ground in Australia: success depends on early business-wide involvement, rigorous validation, and long-term strategic alignment – not shortlisting vendors based on sales decks or peer referrals.

The real cost of poor tech decisions

“We often see businesses come to us after choosing a system that doesn’t scale, doesn’t integrate, or doesn’t actually solve the problem they bought it for. And the root cause is almost always the same – rushed selection, internal bias or a lack of stakeholder input.”

Claire Bull, Director of Technology, Innovation & Sustainability, Extolla

The cost of a poor decision isn’t just financial. It creates operational drag, frustrates staff, and can lock businesses into long-term limitations. In many cases, the wrong technology adds complexity — requiring manual workarounds that erode the very efficiencies software is meant to deliver.

The big shift: From software purchase to business strategy

What’s changed is how Australia’s leading brands are approaching tech investments. Rather than defaulting to off-the-shelf options or chasing trending features like AI or automation, they’re taking a step back — and starting with the business.

At Extolla, our approach begins by working with C-suite leaders across supply chain, finance, operations and IT to understand:

• Why a new system is needed (and whether it’s the right time)

• What success looks like across every impacted function (every function has different definitions of success)

• Which risks, gaps, or constraints exist today

• How the system needs to support future growth, compliance, and innovation

As discussed in our recent webinar, one of the most overlooked steps is engaging stakeholders from across the business at the very beginning. This ensures the system meets the operational, financial, and technical needs of the company — not just the warehouse floor or IT team.

Why more than 60% of tech investments fail — and how to prevent it

Businesses that get stuck in a cycle of poor technology decisions often fall into five traps:

1. Selection fatigue

Overwhelmed by options, teams choose the “least-worst” system based on the first strong pitch, internal bias, or vendor pressure.

2. Limited testing and due diligence

Believing the sales pitch without verifying. “They say there’s an API? Test it!” Too many teams accept vendor promises without verifying integration, scalability, or usability.

3. FOMO-driven decisions

Rushing to keep up with competitors or adopt AI prematurely can lead to short-sighted decisions that don’t align with business goals.

4. No clear data baseline

Without accurate operational data, businesses can’t evaluate if a solution truly fits. Metrics around receiving, picking, fulfilment, and workforce planning are essential and the first step to making a good decision.

5. Treating it like a transaction, not a relationship

“Buying supply chain software is like a marriage,” said one of our expert webinar panellists – “and may last longer than one!” A WMS, TMS or OMS isn’t a one-off purchase; it’s a long-term partnership. Choose accordingly.

The role of AI and automation — with caution

AI and automation are no longer optional — they’re integral to driving speed and accuracy in warehouse performance and inventory management. But to ensure AI projects deliver, businesses should not chase these features without proper evaluation.

As our experts highlighted, AI is reshaping decision-making — but its value depends on integration, real time data, and strategic application. A flashy demo means little if the system can’t adapt to your environment or if you lack data or the people with the skills to act and support your operational model.

Choosing the correct implementation partner – critical for success

Choosing the right implementation partner is critical to a project’s success because they bring the expertise, structure and strategic insight needed to translate software into real business value.

A capable partner ensures your unique needs, risks, timelines and user adoption is designed into the solution. The right partnership not only reduces the risk of delays and cost overruns but also lays the foundation to ensure return on investment.

The Extolla model: Consult–Implement–Operate

That’s why Extolla takes a different approach. We begin with deep discovery, engaging stakeholders from supply chain, IT, finance, and operations to understand success, risks, and gaps. We then guide software selection based on agnostic analysis, ensuring it aligns with your business — not just your current infrastructure, but your target future state.

Implementation isn’t the end. Our teams support training, go-live, optimisation, and change management to ensure long-term success — and ultimately, operational excellence.

An Australian retailer’s transformation

In a recent project, Extolla supported one of Australia’s most recognisable retailers to overhaul its supply chain systems. Instead of leading with technology, the business led with strategy.

Through early stakeholder engagement and rigorous requirements analysis, we helped identify a WMS and related systems that improved productivity, inventory visibility, labour efficiency, and emissions tracking.

The outcome: faster fulfilment, lower costs, improved customer experience and a future-ready platform to support growth.

Why finance, IT and supply chain leaders must collaborate

This project — and dozens more like it — underscore a critical point: siloed decision-making is the enemy of successful tech investments.

• CFOs want ROI, risk mitigation, and cost visibility.

• CIOs need system compatibility, integration, and security.

• Supply chain and warehouse leads need usability, reliability, and speed.

Bringing these perspectives together from the outset ensures that software doesn’t just function — it delivers real business value and return on investment.

What success looks like

Done right, technology investment in supply chains delivers:

• Real-time inventory visibility

• Increased labour productivity

• Reduced manual errors

• Better customer service

• Scalable infrastructure for growth

• Compliance and emissions reporting

• A competitive edge in uncertain markets

But these outcomes don’t come from buying the “latest and greatest” platform. They come from asking the right questions, challenging assumptions, involving the right people, and planning for the long term.

Don’t rush. Rethink. Reframe.

The most successful brands don’t wait for a tech issue to blow up, they get ahead of it, they choose smarter, plan better, and leverage expert support to do so.

If you’re considering a new WMS, TMS, OMS, or supply chain system, don’t start with the tech. Start with the why. Align finance, IT and operations. Test, validate, and plan for scale.

Because in supply chains — just like in marriage — the decisions you make early on shape the outcomes for years to come.