Mitsubishi Motors Australia Limited

Driving continued operational resilience with Data#3 Managed Services

Our own technical team feel like they’ve got an additional pair of hands to rely on. We know that with Data#3’s Managed Services in place, we have business continuity, and if we have any issues, they’ll be resolved in a timely, professional manner.

Damien Chicco - General Manager of Digital Strategy & Services, Mitsubishi Motors Australia Limited.

Objective

When Mitsubishi Motors Australia Limited (MMAL) set out to renew its managed services contract, it sought a partner that could meet the growing complexity of its IT environment.

Approach

Building on an eight-year partnership, Data#3 developed a tailored proposal that expanded on the managed services foundation to address capability gaps MMAL had identified as priorities.

Outcomes

  • Standardised, scalable IT operations.
  • Secure, compliant and supported platforms.
  • Reduced operational risk and complexity.
  • A unified ICT operating model.
  • Re-focused IT on strategic initiatives.
  • Reliable service for employees/dealers.
  • Freed IT from application burden.
  • Greater cost visibility and control.

Solutions & Services

  • Managed Services
  • Desktop Support
  • ITSM Toolset
  • Data#3 Cloud Optimiser

Customer Demographics

  • Industry: Automotive
  • Location: Adelaide
  • Organisation size: 200+ employees
The background

Driving a connected national operation

As the exclusive importer and distributor of Mitsubishi vehicles in Australia, Mitsubishi Motors Australia Limited’s (MMAL) IT environment is complex and far-reaching, including not just its head office in Adelaide but also a dealer network with around 4000 users across Australia.

For over eight years, MMAL worked with Data#3 as its managed services partner. The remit was broad, encompassing service desk support, network infrastructure management, server and storage, and more. Functioning as an extension of MMAL’s IT team, quietly underpinning the company’s ability to operate smoothly, day in and day out.

When the existing managed services contract came up for renewal in 2024, MMAL followed its standard governance process and went to market. As Damien Chicco, General Manager of Digital Strategy & Services, explained, “The decision wasn’t driven by any specific issues or problems with service provision. We wanted to test the market.”

The challenge

Building the right support model for what comes next

As MMAL’s IT environment grew in complexity, it was apparent that the IT team had limited capacity to provide operational support across all platforms. Without an experienced partner to assist, their in-house team was forced into a reactive stance; resulting in slower incident resolution and a growing backlog of operational tasks. Over-reliance on key individuals created risk, and there was little to no time to drive proactive measures like automation, optimisation or innovation.

The team also identified several areas where they needed to lift their capability: application support and maintenance across a diverse software estate; better visibility and control over cloud consumption to avoid cost creep and a more structured approach to software licensing to reduce audit exposure and ensure they were getting the best value from their investments.

“We had gaps in the business that we had been trying to resolve or fill ourselves, but we could never quite get there because of the capacity of our resources,” Damien recalled.

These gaps were the natural result of a small team managing a complex environment, and the business had the foresight to tackle them head-on.
At the same time, MMAL’s leadership recognised a broader opportunity. By addressing these operational gaps through their managed services partnership, the internal IT team could redirect their energy toward the strategic initiatives that would drive the most business value. The contract renewal was a chance to do exactly that.

What the process ultimately confirmed was that after eight years, the partnership with Data#3 remained the right choice, and with an expanded scope, the re-appointment presented an opportunity to address some long-standing priorities.

IT outcome

Strengthening the foundations for smarter operations

Designed specifically around their priorities, Data#3’s renewed proposal built on a robust foundation in managed services and introduced three new capability areas.

Application Support provided structured, proactive coverage across the application estate, spanning routine maintenance, packaging, and reactive support. For a team that had been barely managing this workload largely in-house, the shift was significant. Applications that had been falling behind on updates and support were brought back into a well-managed state, reducing the risk of disruption to business-critical operations.

Software Advisory Services (SAS), delivered through Data#3’s SAS 360 service, brought rigour and visibility to how software investments are tracked and managed. MMAL now maintains a structured, continuously managed view of its licensing position, helping reduce audit risk, eliminate wasteful spend and demonstrate ongoing compliance.

The addition of Data#3’s Cloud Optimiser solution added the layer of visibility and governance that modern cloud environments require. By moving from a reactive to a deliberate, monitored model of cloud consumption, MMAL gained meaningful control over its costs, enabling the business to forecast more accurately, reduce waste and make better informed investment decisions.

Underpinning these new capabilities is the managed services infrastructure that has served MMAL well for years. Data#3 Service Desk continues to operate as the single point of contact for all MMAL staff and its national dealer network. Backed by on-site support at MMAL’s Adelaide head office, and powered by the ServiceNow ITSM platform, the service desk ensures every request is tracked, managed and resolved. The result is a seamless experience that speaks to the depth of the integration.

“It’s hard to distinguish sometimes that it’s Data#3 providing the service. Our teams see the service desk and their on-site people as part of the Mitsubishi team,” Damien said.

The long-term partnership has created a strong foundation of trust and familiarity. When support is required outside business hours or complex issues arise, MMAL can rely on Data#3’s to drive efficient resolution outcomes.

“With other providers, there’s a constant churn of people assigned to your account. You don’t get that depth of knowledge ingrained in the people who support you. The Data#3 team investigate issues with a real understanding of our business,” Damien explained.

With other providers, there’s a constant churn of people assigned to your account. You don’t get that depth of knowledge ingrained in the people who support you. The Data#3 team investigate issues with a real understanding of our business.

Damien Chicco - General Manager of Digital Strategy & Services, Mitsubishi Motors Australia Limited.
Business outcome

Turning operational support into business momentum

The most meaningful measure of the renewed partnership is how MMAL’s in-house IT team has used the time and capacity they’ve regained. With operational support, application management, software lifecycle tracking and cloud governance now handled by Data#3 specialists, the way MMAL’s people are working has been transformed. More time is spent on initiatives that directly advance the business rather than administrative and operational tasks.

MMAL also leveraged Microsoft Dynamics 365 (D365) Support Service delivered through Data#3’s Dynamics Centre of Excellence. This model utilises the expertise of Data#3’s in-house, Microsoft-certified D365 development team and Engagement Managers to provide support and request fulfilment, as well as additional services such as D365 enhancements, consulting, project design and implementation. Delivered under a prepaid support-hours model, the service gives MMAL greater flexibility and increased value.

“We’ve been able to step back from investing so much time gathering business requirements and specification documents. Now Data#3 works directly with our business stakeholders and we’re just doing oversight. This has freed up our people to focus on other priorities,” Damien said.

MMAL’s dealer network has also benefited. For around 4000 users across Australia, many of whom are geographically remote from MMAL’s core IT operations, reliable, consistent service desk support is essential. Data#3’s support capability ensures employees and dealers receive consistent, responsive, and professional service regardless of location.

The most telling indicator of the partnership’s maturity is how the two teams collaborate day to day. Data#3’s people are embedded with MMAL’s team, working through the same channels and contributing with shared knowledge.

Our own technical team feel like they’ve got an additional pair of hands. They can just get on a chat with someone from the Data#3 team and it’s just like working as part of a team. That’s relationship-building that you can’t buy.

Damien Chicco - General Manager of Digital Strategy & Services, Mitsubishi Motors Australia Limited.
Conclusion

A partnership built for confident transformation

When MMAL went to market in 2024, a long-standing partnership re-emerged stronger than ever before, resulting in a more capable, comprehensive, and strategically aligned way of working.

MMAL’s IT environment is now more stable, better governed and more cost-efficient. The application estate is actively maintained and supported. Software licensing is tracked and optimised, cloud consumption is visible and well controlled, and the internal IT team is freed from the stress and burden of managing these areas. Instead, they are focused on initiatives that advance the business.

The partnership works because of the people and the relationship built over time. Local representation, on-site presence, and deep familiarity with MMAL’s environment are what make the difference.

For MMAL, the outcome is clear: the right managed services partnership keeps operations running reliably while enabling the business to move forward with confidence.

“The relationship builds knowledge and understanding, and that means the quality of the resources in our Data#3 team can help us do things quicker. You need both parties in that space, and we’ve got that with Data#3,” Damien concluded.

Contact us

Speak to a Solution Specialist today.

Contact us

Contact us

Speak to a Solution Specialist today.

Information provided within this form will be handled in accordance with our privacy statement.