2010-InnovationAwardCoca Cola Enterprises_The Value of Automating Order Management
- 1. Jag Ramaswamy, Senior Manager, Coca-Cola Enterprises Dave Brooks, Sr. Director, Software AG 06/23/2010 The Value of Automating Order Management Coca-Cola Enterprises Inc
- 2. Get There Faster. Sales Order Automation Agenda About Us Business Case for Order Automation Architecture Visibility Lessons Learned Next Steps Q & A 6/29/2010 | ProcessWorld 2010 | 2
- 3. Get There Faster. $21 Billion Annual Revenue 74,000 Employees (over half are mobile) 440 Facilities 2 Billion Physical Cases 55,000 Vehicles
- 4. Get There Faster. The Coca-Cola Company’s total global volume Largest nonalcoholicLargest nonalcoholic bottler in the worldbottler in the world Strong Brand PortfolioStrong Brand Portfolio 16%16% About Us
- 5. Get There Faster.6/29/2010 | ProcessWorld 2010 | 5 Coca Cola Enterprises Integration Center Of Excellence Project Funded Vertical Focused B2B Infrastructure/EIA SOA/BPM/EIA Total of 23 Full time Employees $11.6 billion in orders/month (across the entire Coke System) 1.8 Million B2B transactions / month 1.6 Million EAI transactions processed per day 900+ Trading Profiles webMethods v7.1.2
- 6. Get There Faster. Business Drivers Opportunities to Improve the Current Process Customers currently order through Fax and Phone Avoid manual order errors Reduce Call Center cost Provide a unified order process for Legacy and SAP backend Opportunities to Enhance the Customer Experience Provide ability for Customer to modify the existing orders Provide ability for Customers to Track & Trace their orders Reach out to Customers on new products and promotions 6/29/2010 | ProcessWorld 2010 | 6
- 7. Get There Faster. Architecture Web Application Service Communications Cisco XML Gateway Software AG Enterprise Services SOA SAP R3 BASIS (Legacy ERP – AS 400) 6/29/2010 | ProcessWorld 2010 | 7
- 8. Get There Faster. Architecture Description • Microsoft Silverlight UI for intutive user experience • web 2.0 and AJAX • Cisco WAF handles Layer 7 webServices Security • User Authentication is handled in Cloud • Authorization is handled in SAP Master Data • webMethods ESB hosts enterprise services • SAP ECC 6.0 provides ERP functionality • Multi-Language support for Dutch customers • webMethods Optimize for Infrastructure for real-time monitoring 6/29/2010 | ProcessWorld 2010 | 8
- 9. Get There Faster. Quick Look at the Process Get Authorized Articles Customer Login Get Customer Account Determine Pricing Submit Order Get Authorized Articles Get Customer Account Get Pricing Submit Order Simulate Order Customer Master Lookup Get Materials based on Customer Account Sales Order Created Delivery Creation Shipment BillingInvoice UI webMethods ERP 6/29/2010 | ProcessWorld 2010 | 9
- 10. Get There Faster. Can we make this bigger? 6/29/2010 | ProcessWorld 2010 | 10
- 11. Get There Faster.6/29/2010 | ProcessWorld 2010 | 11
- 12. Get There Faster. Visibility through KPIs Service Response Time. Real time alerts on SLA Violation. Predictive alerting. 6/29/2010 | ProcessWorld 2010 | 12
- 13. Get There Faster.*Feature currently being Prototype 6/29/2010 | ProcessWorld 2010 | 13 KPI Instance details
- 14. Get There Faster. Happy Customer ☺☺☺☺ 6/29/2010 | ProcessWorld 2010 | 14
- 15. Get There Faster. Real Impact Project went Live on 04/26 with handful of Pilot Customers. Plans to ramp-up to triple digit customer base by end of June We are seeing a Positive impact on Revenue, Volume and Customer engagement We have changed the buying habit of the customer such that they haven’t used any other ordering method other than the Internet Ordering solution We have eliminated manual order entry/corrections plus the customers get to know about our new products and promotions We established Foundation to drive future strategy 6/29/2010 | ProcessWorld 2010 | 15
- 16. Get There Faster. Lessons Learned • Engage Customers early Show functioning screen demos and collect feedback Focus on usability Add / remove functionality based on input 14 pilot customers were early adopters • Pay attention to Branding especially when it is externaly facing Graphics and color scheme Match corporate branding and Customer expectations • Don‘t forget about your non-functional requirements like Security, Performance considerations • Match infrastructure with deployment size 6/29/2010 | ProcessWorld 2010 | 16
- 17. Get There Faster. Next Steps Capability Move towards e-commerce based platform Expand Real time analytics AD authentication from the Cloud Include more disconnected capabilities Extensibility Extend to mobile devices (iPhone, iPad) Enhance to Equipment and Cooler Service Automatic IT Service Ticket Creation 6/29/2010 | ProcessWorld 2010 | 17
- 18. Get There Faster. Summary / Take-Aways The Obvious • Customer Opinion drives adoption The Often Overlooked • Ensure Phase I has enough functionality to be relevant; don’t save the valuable components for “Phase 2” The Key • Measure the business impact of your initiative: Revenue, Volume, Customer buying habits, etc. 6/29/2010 | ProcessWorld 2010 | 18
- 19. Get There Faster.6/29/2010 | Process World 2010 | 19
- 20. Get There Faster.6/29/2010 | Process World 2010 | 20 Thank You