2 page Case Study
Posted: 5/3/2013
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Deliver Australia Logistics Firm Uses Data Visualization Tool to Differentiate Its Service, Win Business

Deliver Australia works with local partners to provide transport solutions across the Australian continent. Its business runs on a Microsoft Office 365 and Windows Azure cloud infrastructure. The company sought a process diagramming tool and chose Microsoft Visio 2013 because it works in a cloud environment. Now, Deliver Australia and its partners can co-author transport process diagrams to better serve customers, who can track their deliveries by viewing dynamic diagrams with near real-time information. By using Visio 2013 for data visualization, Deliver Australia has boosted its competitive advantage and improved its relationships with both its customers and partners.

Deliver Australia is an asset-light transport and logistics business. “Instead of accumulating trucks and warehouses, we compete with larger companies by forging business relationships with local transportation partners to manage transport tasks for customers,” says Chris Garschagen, Chief Executive Officer at Deliver Australia.

* We face competition from large providers. Visio 2013 and Microsoft Office 365 help us compete successfully because we can match their services at less cost. *

Chris Garschagen
Chief Executive Officer, Deliver Australia

Deliver Australia minimizes on-premises IT costs through its cloud-based business computing platform, called Deliver-IT 365. It includes Microsoft Office 365, an online service that unites Microsoft Office applications with the power of email, calendaring, collaboration, and communication solutions and Windows Azure, a Windows-based environment for running applications in Microsoft data centers. Deliver Australia applications interoperate and exchange data with its partners’ warehouses, and trucking and logistic systems within the Windows Azure environment.

For Deliver-IT 365 to be successful, the company required a powerful data visualization tool that works in a cloud computing environment. It needed to document internal business processes based on Business Process Model and Notation (BPMN) 2.0 and wanted a collaborative environment for creating those diagrams, co-authoring with partners when necessary. And, for customers to track deliveries, Deliver Australia needed dynamic, data-connected diagrams that could be shared through a browser and be accessed with a variety of mobile devices.

“Deliver-IT 365 is integral to our success,” says Garschagen. “And because transport and logistics is a data-intensive, process driven business, dynamic data-connected diagrams are key to Deliver-IT 365 functionality. We needed the right information visualization tool to add value to our business platform and differentiate us from competitors.”


Deliver Australia had engaged e-Agility, a member of the Microsoft Partner Network, to build the Deliver-IT 365 platform. e-Agility recommended using Microsoft Visio 2013 to document the company’s business processes and to create a dynamic, data-linked diagramming platform for customers to track deliveries. “Microsoft Visio 2013 is a great fit for Deliver Australia because it works with Office 365,” says Ed Richard, Director, e-Agility. “Visio Services works with Microsoft SharePoint Online, a component of Office 365, so Deliver Australia can share its diagrams with any partner or customer with access to the Internet.”

By using Visio Services, Deliver Australia can publish process diagrams to SharePoint Online and share them with partners and customers via any web browser running on a computer, tablet, or mobile phone.

Deliver Australia liked the new BPMN 2.0 template in Visio 2013 and the new effects and themes that it can apply to create professional diagrams with a few clicks.

Image of Chris Garschagen, Chief Executive Officer, Deliver Australia
Chris Garschagen,
Chief Executive Officer,
Deliver Australia
“Deliver Australia can use the co-authoring and commenting capabilities to expedite diagram creation, and even share the diagrams with partners who don’t have the Visio client, through Visio Services,” says Garschagen. “Comments are connected to specific shapes, and all changes are synced when the diagram is saved—regardless of the user entering changes from the browser through Visio servers or directly from the client. Also, Visio 2013 supports visual authoring of SharePoint workflows in the Visio client and works with SharePoint Designer so Deliver Australia can easily visualize SharePoint workflows.”

Deliver Australia can connect shapes in its Visio 2013 diagrams to data from partners’ freight management and logistic systems, to GPS data stored in the SQL Database service, and to other data stored in SharePoint lists. As the data changes, the diagrams automatically update. Customers can connect to these dynamic diagrams from an extranet site to track deliveries.

By March 2013, Deliver-IT 365 will have more than 50 Visio 2013 business process diagrams published to SharePoint Online. “Partners can access Deliver-IT 365 to collaborate on customized transport processes for customers,” says Garschagen. “And customers can access Deliver-IT 365 on their own extranet sites to book and track consignments.”

By including Visio 2013 as a critical component for Deliver-IT 365, Deliver Australia gained a diagraming tool that supports its strategic business goals and adds value to its services. The company expects the following benefits:

Enables a Competitive Advantage
Using Visio 2013 as the data visualization tool in Deliver-IT 365, Deliver Australia saves money on IT infrastructure and increases its competitive advantage. Because Visio 2013 has an XML-based file format, interoperates with SharePoint Online, and links to external data sources such as SQL Database, Deliver-IT 365 can reach its full potential as a cloud-based business platform. “We face competition from large providers,” says Garschagen. “Visio 2013 and Microsoft Office 365 help us compete successfully because we can match their services at less cost.”

Optimizes the Value of Business Data
Employees can use Visio 2013 to maximize the value of information and improve operations. The company expects to:

  • Create full visibility of processes from booking to billing, improving the “delivered in full, on-time” rate of the business up to 98 percent.

  • Visualize freight information, reducing response times to customer queries by 75 percent.

  • Visualize financial information, assessing the profitability of all transactions by mode, lane, and leg, and taking steps to maximize revenue.

Improves Partner Relationships, Customer Service
Because of the collaboration and commenting features in Visio 2013, Deliver Australia now finds it easy to work with the partners that are necessary to deliver agile, cost-effective customer service.

“With Visio 2013, we gain the benefits of online collaboration,” says Garschagen. “As Visio 2013 works with SharePoint Designer, we expect to cut development time by one-third when creating SharePoint workflows. The impact on building all the service networks that we depend on is tremendous.”

Instead of using the phone or writing email, customers can access a Visio diagram with near real-time information on the status of their deliveries. “Customers can click on the diagram to link to more detailed freight information,” concludes Garschagen. “When we show them this feature, they are thrilled.”

Image of Deliver Australia Visio 2013 diagram
Figure 1 – Deliver Australia uses Microsoft Visio 2013 diagramming software to provide better customer service, such as giving customers the ability to track their deliveries in near real time.

Image of Deliver Australia Visio 2013 diagram
Figure 2 – Microsoft Visio 2013 diagrams can link to live freight management and GPS data so customers can access detailed delivery information.

The new Visio makes it easier than ever to create and share professional, versatile diagrams that simplify complex information. It includes updated shapes, templates, and styles, as well as enhanced support for teams, including the ability for several people to work on a single diagram at the same time.

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For More Information
For more information about Microsoft products and services, call the Microsoft Sales Information Center at (800) 426-9400. In Canada, call the Microsoft Canada Information Centre at (877) 568-2495. Customers in the United States and Canada who are deaf or hard-of-hearing can reach Microsoft text telephone (TTY/TDD) services at (800) 892-5234. Outside the 50 United States and Canada, please contact your local Microsoft subsidiary. To access information using the World Wide Web, go to:

For more information about e-Agility products and services, visit the website at:

For more information about Deliver Australia products and services, call (613) 8677 3330 or visit the website at:

Solution Overview

Organization Size: 50 employees

Organization Profile

Deliver Australia is a national distribution company based in Derrimut, Victoria. It partners with transport providers to offer customized distribution processes that save money for its customers.

Software and Services
  • Microsoft Visio 2013
  • Visio Services in Microsoft SharePoint Server 2010
  • Microsoft Office 365
  • SharePoint Online

Vertical Industries


Business Need
  • Cloud & Server Platform
  • Business Agility
  • Customer Service Management

IT Issue