In business, it’s not just about what you do; it’s about how you do it. At FAIR Consulting Group, this principle is at the heart of everything they do.
Based in Sydney, this boutique consulting firm started 11 years ago with a focus on customer experience solutions within the SAP technology stack. Now, with a team of 70 and an expanded range of services, they remain committed to their founding principles.
According to Sara Ebadi, Customer Success Director at FAIR, the business thrives on a simple idea: happy employees make happy customers and happy customers keep coming back.
Sara Ebadi, Customer Success Director
Establishing Values
“Our uniqueness lies in delivering consulting services in a trusted and ethical way, and that’s been our ethos for 11 years,” Sara highlights. “It’s all about bringing trust back into consulting and doing the right thing.”
This commitment stems from the experiences of FAIR’s Founder, Mehrab Ebadi, who saw a disconnect between consultants and customers on critical challenges related to their staff and customers.
“These issues have always been close to my heart, even before solutions and technology come into play,” says Mehrab. “That includes having the courage to say ‘no’ to customers and genuinely help them on their journey. FAIR isn’t just a name; it’s a reflection of our beliefs.”
“It’s our way of being and operating,” Sara adds. “We are driven by honesty, integrity, transparency and loyalty. These values guide how we go to market, treat our employees, interact with partners and give back to the community.”
One of the company’s top priorities is keeping FAIR’s unique culture alive as it grows. They hire based on values and attitude first, passion second and skills third. New hires are paired with a ‘buddy’ who embodies FAIR’s culture.
Mehrab Ebadi, Founder
Driving Value for Customers
FAIR’s culture translates into many customer benefits, including a commitment to building their internal capabilities.
“It’s about enabling the customer,” Sara explains. “Sometimes that means sacrificing revenue by having fewer people on-site and using the customer’s internal staff instead. This approach shows them that we prioritise their best interests.”
FAIR also takes a unique approach to Application Management Support (AMS). Instead of merely responding to issues, they work with their customers to understand and address root causes, helping them to prevent future problems.
“We educate customers on doing things the right way, allowing them to use their budget for more innovation,” Mehrab points out. “They can spend their money on things that generate more value.”
Proving Value
FAIR’s long-standing relationship with their very first customer, Officeworks, demonstrates the strength of their model.
“Officeworks trusts us, and they know they are getting value,” says Mehrab. “Despite having four different CIOs over the past 11 years, they continue to return to us.”
While this model helps retain customers, translating these success stories to new prospects can be challenging. To address this, FAIR has developed a capability to quickly assemble proofs-of-concept based on client specifications to demonstrate their value.
FAIR also follows this rapid and nimble approach when it comes to implementation, such as when the team created a new app for the Department of Education to manage Working with Children checks from a paper-based manual process to an integrated online journey, in just two weeks using SAP’s Business Technology Platform (BTP).
“Other partners would have taken months to create a proof of concept,” Mehrab explains. “This showcases the agility of a small organisation with the skills to demonstrate value quickly.”
A Continuing Journey
Since its beginnings, FAIR has maintained a strong association with SAP, continually expanding skills across the SAP product suite, including introducing greater AI capabilities.
“I grew up in the SAP landscape,” Mehrab highlights. “I started as an intern with a consulting company implementing SAP solutions in Sweden. I was fascinated by how systems drive business efficiencies. This inspired me to offer internship programs at FAIR and invest in the local Australian youth to give them the same chance I once was given. SAP’s vision and commitment to continuous improvement keep me in the SAP landscape.”
FAIR Consulting Group is dedicated to doing things differently – with integrity and a focus on building lasting relationships. They have the skills, values and drive to continue impacting their team and customers positively by putting the trust back in consulting.
