CBC Group and Virtual IT Group Case Study: Scaling Digital Transformation
The CBC Group and Virtual IT Group case study highlights a complete enterprise digital transformation program spanning ERP modernisation, HR digitisation and cloud communications to support CBC’s 24/7 HelpDesk. Virtual IT Group also strengthened cyber posture, delivered organisation‑wide training, and enabled faster decision‑making, better data flow and resilient operations across Australia.
Outcomes Snapshot
| What | Scope | When | Where | Result |
| ERP deployment | Core business processes integrated | Last 12 months | AU operations | Single source of truth for operations and finance |
| Digital HR platform | Onboarding, leave, self-service | Last 12 months | National workforce | Faster HR cycles and data accuracy |
| Cloud communications | Call solution for 24/7 HelpDesk | In program | Contact flows | Higher uptime and call handling resilience |
| Staff training | Security and system adoption | Ongoing | Hybrid | Reduced human-factor risk and better usage |
| 24/7 IT desk | Always-on support | Ongoing | Remote and on-site | Consistent response across sites |
Scaling operations through digital transformation
For over 30 years, CBC Group has supported Australia’s built-form environment through asset management, facilities maintenance and construction services. Their focus on sustainable, cost-efficient and compliant solutions creates positive change within the communities they serve.
By 2023, the organisation’s growth had outpaced the capacity of its in-house IT team. After evaluating several managed service providers, CBC partnered with Virtual IT Group to strengthen and scale its technology foundation.
Executive Consultant Kristen Magagnino says the decision came down to experience and alignment.
“We were impressed with the offering and reassured by Virtual IT Group’s footprint in the construction space, supporting clients with similar delivery models and IT infrastructure requirements.”
CBC also needed a partner that could help manage organisational change and ensure their teams adapted to new systems. Kristen adds:
“As we progress our digital transformation, we wanted a provider who could manage the change and bring our people along on the journey, while having the scale to grow as we grow.”
This combination of technical depth and people-first delivery gave CBC the confidence to move forward with its transformation program.
Modernising systems for greater efficiency
ERP modernisation
CBC Group consolidated its core processes into a modern ERP so project data, finance, procurement and field operations now share a single source of truth for scheduling and reporting. This alignment enables faster analysis, budget planning and compliance reporting across all business units.
HR digitisation and self-service
A digital HR platform now streamlines onboarding, leave management and employee self-service. It reduces manual handoffs, improves data integrity and provides visibility of workforce metrics, allowing CBC Group to make people-centred, data-driven decisions faster.
Cloud communications for a 24/7 HelpDesk
A cloud-based call solution underpins CBC Group’s always-on HelpDesk, improving resilience, call routing and visibility across national operations. With this solution, CBC Group can scale communications easily to maintain uptime and service quality across multiple time zones.
Cyber posture and training
Virtual IT Group’s managed security and training programs reduce human-factor risk while maintaining strong policy adherence. Ongoing 24/7 IT desk coverage supports hybrid and on-site teams, ensuring incidents are resolved quickly and that staff remain confident using new systems.
Tangible business outcomes
Within the first 12 months, CBC Group began realising measurable gains from its modernisation journey.
- Improved visibility: Enhanced IT performance and policies give CBC Group a clearer view of its asset lifecycle, budgeting and data-led reporting.
- Increased security: A robust cyber posture that meets stringent industry standards.
- Reduced business risk: Business continuity supported by Virtual IT Group’s 24/7 IT desk.
- Improved awareness: Employee education programs reduce internal security gaps.
- Enabled proactivity: CBC Group can now implement concurrent transformation projects with confidence.
Kristen says the detailed planning and structured rollout were key to these outcomes.
“The planning phase of our infrastructure transformation has demonstrated the sophistication and skill Virtual IT Group bring, ensuring migration is not rushed, policies and training are in place, and operational disruption is minimised.”
CBC Group continues to advance its digital transformation with a newly deployed ERP, a digital HR platform and a cloud communications upgrade supporting its 24/7 HelpDesk.
Moving forward, our focus is on how we leverage technology to unlock efficiencies and improve decision-making through data-driven insights. Integrations with stakeholder operating systems are also key. Virtual IT Group will continue to support us in that space.”— Kristen Magagnino, Executive Consultant, CBC Group
Frequently asked questions
What systems should a facilities company digitise first?
ERP for core operations, HR for workforce scale and cloud communications for 24/7 support, sequenced to minimise disruption.
How do you stage an ERP rollout without breaking operations?
Run phased modules, map integrations and keep parallel reporting until cut-over stabilises.
How does cloud telephony improve a 24/7 HelpDesk?
It provides better routing, uptime and analytics while easily scaling for peaks and after-hours coverage.
How do you measure transformation success?
Cycle times, first-contact resolution, adoption rates and data-quality scores reported from ERP and call analytics.
What reduces cyber risk during rapid change?
User training, MFA, role-based access and planned change windows with rollback options.
What timeline is typical?
ERP, HR and telephony phases often span several months. Timeframes depend on integration and data-migration complexity.
