Microsoft Office System                                               Customer Solution Case Study                        ...
"Our CEO challenged us                Situation                                         products in store environments, al...
"We had a massive                     enterprise search, workflow, line of business    A fundamental shift occurred in how...
"To have one source of                        management, and rights management, all of      have a lot of projects underw...
"There was huge                       has also increased employee engagement             Online and enable local merchandi...
For More Information                                            Microsoft Office SystemFor more information about Microsof...
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Coca-Cola Enterprises Selects Microsoft SharePoint Online to Advance Productivity


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Coca-Cola Enterprises (CCE) employs approximately 72,000 people in 431 facilities around the globe. Much of its workforce is mobile with 55,000 vehicles and 2.4 million coolers, vending machines, and beverage dispensers. With increasing competition in the marketplace, CCE needed a more effective way to collaborate with its employees, to increase its productivity, to enable better flow of information and to create more time for sales persons to engage with customers. Its worldwide presence required employees and executives to spend numerous hours on the road every week, travelling to internal meetings. With Microsoft® Online Services technologies, CCE can save travel expenses through online meeting tools and collaboration platforms that span time zones and geographies.

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Coca-Cola Enterprises Selects Microsoft SharePoint Online to Advance Productivity

  1. 1. Microsoft Office System Customer Solution Case Study Coca-Cola Enterprises Selects Microsoft SharePoint Online to Advance ProductivityOverview “Microsoft gave us an incredible platform that allowsCountry or Region: WorldwideIndustry: Consumer goods—Retail us to do a number of things, beyond hosting our portal. It provides workflow management and teamCustomer ProfileCoca-Cola Enterprises (CCE) is the world’s collaboration across geographies and time zones.”largest marketer, producer, and distributor John Key, Assistant Director Communication and Collaboration Technologies, CCEof nonalcoholic beverages, which it deliverswith the industry’s most effective Coca-Cola Enterprises (CCE) employs approximately 72,000 peoplemarketplace execution. in 431 facilities around the globe. Much of its workforce is mobileBusiness Situation with 55,000 vehicles and 2.4 million coolers, vending machines,CCE’s increasing competition was resultingin declining revenues. This required and beverage dispensers. With increasing competition in thecompany executives to launch a new marketplace, CCE needed a more effective way to collaborate withstrategic direction, mandating a platform tocommunicate and engage with all its employees, to increase its productivity, to enable better flow ofemployees. information and to create more time for sales persons to engageSolution with customers. Its worldwide presence required employees andCCE implemented a Microsoft-based executives to spend numerous hours on the road every week,hosted worldwide intranet with messagingand collaboration tools, which are travelling to internal meetings. With Microsoft® Online Servicesaccessible to all employees from any technologies, CCE can save travel expenses through online meetingdevice, enabling employees to boostproductivity and time with customers. tools and collaboration platforms that span time zones and geographies.Benefits Productivity and customer focus Companywide intranet IT transformation Effective remote teams Deskless worker access
  2. 2. "Our CEO challenged us Situation products in store environments, also lacked Coca-Cola Enterprises (NYSE: “CCE”) is the convenient access to company find better ways to worlds largest marketer, producer, and Additionally, CCE needed to drive action andconnect all of our distributor of Coca-Cola products. Coca-Cola information to all employees in its business Enterprises’ growing product portfolio by role. CCE’s infrastructure did not allow foremployees…. SharePoint includes the world’s greatest brands and this, making it difficult for employees toOnline addressed those beverages which it delivers with the industry’s locate appropriate content in a timely most effective marketplace execution. Today, manner. Kevin Flowers, Director of Enablingchallenges and helped it serves 419 million consumers, throughout Technologies, says, “John Brock, our CEO,us launch from a legacy North America, the U.S. Virgin Islands, other challenged us to find better ways to connect Caribbean islands, Belgium, France, Great all of our employees. He asked us to create ainfrastructure to a Britain, Luxembourg, Monaco, and the unified way to reach all of the field resourcessolution which provided Netherlands. It employs approximately for more than 400 locations in the U.S. alone. 72,000 people and operates 431 facilities, SharePoint Online addressed thosebetter business value to 55,000 vehicles, and 2.4 million coolers, challenges and helped us launch from aall of our people." vending machines, and beverage dispensers. legacy infrastructure to a solution which provided better business value to all of ourKevin Flowers, Director of Enabling Coca-Cola Enterprises faces strong people.”Technologies, CCE competition from other beverage companies and needed a way to work more effectively Taking on a new project like building a with its customers and partners. This corporate intranet was exciting yet daunting required innovation and a new way of as IT resources were engaged on many other communicating within the corporation. In initiatives as part of their transformation 2008, CCE acknowledged that its current journey. IT considered using partners to communications platforms were no longer address its messaging needs and wanted to enabling the innovation and collaboration expand this to include development of its required to take it to the next level to corporate intranet. Both solutions needed to compete in an increasingly demanding support mobile devices to reach employees in economic environment. manufacturing facilities and the field. CCE required a centralized platform on which Solution to promote the company’s initiatives. Its With many older systems, CCE had several messaging was based largely around e-mail, partners providing dozens of communication which was unable to reach its largely mobile and collaboration solutions. CCE saw an workforce. Chairman and CEO John Brock opportunity to optimize its infrastructure by and CIO Esat Sezer agreed that in order to broadening its relationship with Microsoft. evolve the company culture and improve With the implementation of Microsoft Online customer relationships at CCE, the leadership Services, which includes Microsoft team needed the ability to communicate with SharePoint® Online, Microsoft Exchange all CCE employees, especially those Online, Microsoft Office Communications managing day-to-day operations in the field. Online, and Microsoft Office Live Meeting, Most of the diverse CCE personnel work in a CCE consolidated and streamlined its IT distributed manner. Employees in partnerships and enhanced its focus on manufacturing facilities had limited access to providing value to the business. CCE the corporate network. Its mobile, customer- deployed its corporate intranet on SharePoint facing employees, who are on the front line, Online as its primary collaboration platform, making sales and positioning the CCE which included content management,
  3. 3. "We had a massive enterprise search, workflow, line of business A fundamental shift occurred in how CCE integration, and rights management viewed Microsoft services and capabilitieschange agenda that we capabilities. running in Microsoft data centers, not as anwere trying to outsourcing arrangement, but as a security- In its assessment of whether to upgrade its enhanced extension of CCE’s own enterprisecommunicate to the current platform or transform the company to network.organization…. We had a hosted model, CCE considered options presented by several major software and The Right Information at the Right Timea lot of objectives, but service providers. CCE desired a partnership CCE decided to use Microsoft integratedthe two primary ones where it could utilize its enterprise software communication and collaboration tools to on premises with integrated software services streamline communication across its entirewere a better way to in the cloud, and turned to Microsoft to organization. A critical component of thecommunicate with our execute upon its objectives. Planning for the corporate intranet portal at CCE was the project began in mid January 2008 and was integration of SAP user role information intoemployees while at the completed by mid May. Microsoft Exchange its on-premises Active Directory® service andsame time driving Online and Microsoft SharePoint Online its Microsoft SharePoint Online environment. received “service acceptance” by July and This will allow CCE to target the righteffectiveness and user migration for both began in September. information to the right employee based onefficiency.” By the end of 2008, 23,000 users had been roles outlined in SAP. By integrating SAP data migrated to Exchange Online, 30,000 users into SharePoint sites, CCE employees canLauren Sayeski, Communications, CCE were on SharePoint Online, and 10,000 users access data through recognizable Microsoft had migrated from IBM Sametime to Office programs, giving employees the ability Microsoft Office Communications Server for to make information for business operations instant messaging. It added Microsoft Office easy to find, share, and update. Previously, Live Meeting for Web and video conferencing CCE did not have a common solution that in April 2008. enabled document management. Documents that needed to be shared with Security colleagues were housed in shared folders on Initially, Tim Smith, the Chief Information network drives, sent via e-mail, or stored in Security Officer at CCE needed to be team rooms, all of which were limited in convinced that Microsoft would provide access, version control, and searchability. security measures that matched or exceeded CCE’s stringent requirements. Visiting the Ease and Effectiveness of Collaboration Tukwila data center, Smith was impressed by Seeing the business need and the ability to the virtual and physical security provided by increase its communication and collaboration Microsoft, as well as the third-party SAS 70 capabilities, CCE was able to move very audit reports that Microsoft uses to monitor quickly to execute the migration. Lauren security compliance. Tim Smith, CCE Chief Sayeski, Public Affairs and Communications Information Security Officer, says, “Step one Manager, says, “We had a massive change in getting comfortable with giving our data to agenda that we were trying to communicate Microsoft was visiting one of their data to the organization. We had a lot of objectives centers. To understand the physical nature with this project, but the two primary ones of what they’re doing to safeguard not only were a better way to communicate with our their own information, but also CCE’s, gave us employees while at the same time driving a great sense of comfort that Microsoft has effectiveness and efficiency.” Content thought of all the right things.” management features on SharePoint Online include version management, workflow
  4. 4. "To have one source of management, and rights management, all of have a lot of projects underway which focus which enable seamless collaboration across on revenue generation and cost savings.the truth is very geographies and time zones. John Key, Through the use of SharePoint Online, we’reimportant as teams start Assistant Director of Communication and able to educate our team so that they can Collaboration Technologies, says, “To have find information and establishto form across the one source of the truth is very important as interdependencies across the differentglobe. You want to be teams start to form across the globe. You projects. SharePoint allows us to code and want to be sure you always have the latest manage information so that we can get it verysure you always have version of the document you’re working on. quickly.”the latest version of the SharePoint Online makes that possible.” Worldwide Collaborationdocument youre Knowledge Sharing and Social Networking CCE now has a robust intranet portal toworking on. SharePoint CCE’s executive communication prior to its support worldwide collaboration and new corporate intranet was historically top- communication of corporate strategy. SapientOnline makes that down. With its Microsoft SharePoint Online Consulting and Slalom Consulting designedpossible." intranet solution, it now has open dialogue the custom intranet and collaboration with employees communicating to leadership solution on top of Microsoft SharePointJohn Key, Assistant Director Communications and with each other. Sayeski says, “We Online. Sapient created the compelling visualand Collaboration Technologies, CCE focused on ways for employees to comment design with a user-based enterprise portal back to the organization as well as workflow. Slalom designed and developed communicate with each other. Now we have custom SharePoint features in accordance the ability to post comments on the intranet with Microsoft development standards and and create team sites. We’re finding that best practices, as well as provided guidance employees are talking to each other and to CCE regarding the deployment and using each other’s resources, sharing configuration options available in SharePoint knowledge. We launched our first CEO blog Online. Sayeski says, “When you have a last year and in the first five minutes had workforce like ours, 72,000 strong and more than 40 responses back. That’s just geographically dispersed, that may or may the beginning; we know that the intranet can not have access to technology, it can be a be so much more powerful as a place of challenge to ensure that the message of the action.” organization is getting through with the clarity and the speed that you want it to. We focused Benefits heavily on the use of video, particularly with Productivity and Customer Focus our CEO, to ensure that some of our most The Microsoft solution enabled CCE to bring critical messages were being captured in a new technologies to everyone in the way that the audience immediately company, providing them with the understood. So combining the power of video information they need, where and when they with the intranet gave us the ability to touch need it most. Microsoft SharePoint Online many more people.” has been embraced by employees across the company. Within four weeks of enabling Powerful Search with Enterprise Content users to create team sites, there were over Management 800 requests for sites focused on business The corporate intranet also serves as a priorities and customer-facing business central location for things like CCE’s HR teams. Tom Barlow, Vice President of process improvement and self-service HR Business Transformation, N.A., says, “From a portal and provides a communication business transformation perspective, we platform for CCE’s desk-based workers. CCE
  5. 5. "There was huge has also increased employee engagement Online and enable local merchandisers to be and education around corporate more efficient in getting the things they needexcitement and energy responsibility and sustainability through the into the outlets and stores. CCE will also bearound the CCE portal content, thereby addressing the using Microsoft Office Communications cultural change initiative. Sayeski says, Server desktop voice and video for multi-userpartnership with “There have been some particular areas applications and adding more than 10,000Microsoft. This has been where we’ve seen that concept of two-way BlackBerry users. dialogue playing out very well. One is in ourone of the best IT corporate responsibility and sustainability Kevin Flowers concludes, “There was hugepartner projects CCE efforts where employees are sharing—actively excitement and energy around the CCE sharing their own ideas and their own partnership with Microsoft. This has been onehas experienced and we solutions within their own facilities about of the best IT partner projects CCE hashave the added value of ways they’re generating energy experienced, and we have the added value of effectiveness.” a longer IT roadmap with Microsoft than ifa longer IT roadmap with CCE had built the solution on premises. ThisMicrosoft...." Through the intranet, CCE employees are project has exceeded our expectations from eager to be part of the company direction and an IT standpoint, showing how well anKevin Flowers, Director of Enabling dialogue. Brett Kirkland, Collaboration organization can lay a foundation andTechnologies, CCE Architect, says, “The SharePoint Online transform the way people communicate in a search engine is ten times better. It allows us large company.” to make items more discoverable, to check them in and out, and surface particular items that we consider pieces of content that should rise to the top. The SharePoint solution also gives IT more control and governance over what content is published and how it is ranked and profiled in search.” Key says, “Microsoft gave us an incredible platform that allows us to do a number of things, beyond hosting our portal. It provides workflow management and team collaboration across geographies and time zones.” The Road Ahead In phase II, CCE will be expanding the Microsoft footprint to reach an additional 42,000 deskless workers who work in the field or in sales/distribution facilities. These employees do not have computers but will be enabled in phase II to have access to the intranet via Microsoft SharePoint Online through computer workstations at their facilities. Additionally, Microsoft is co- developing a sales force automation system that will further take advantage of SharePoint
  6. 6. For More Information Microsoft Office SystemFor more information about Microsoft The Microsoft Office system is the businessproducts and services, call the Microsoft world’s chosen environment for informationSales Information Center at (800) 426- work, providing the programs, servers, and9400. In Canada, call the Microsoft services that help you succeed byCanada Information Centre at (877) 568- transforming information into impact.2495. Customers who are deaf or hard-of-hearing can reach Microsoft text telephone For more information about the Microsoft(TTY/TDD) services at (800) 892-5234 in Office system, go to:the United States or (905) 568-9641 in Outside the 50 United States andCanada, please contact your localMicrosoft subsidiary. To access informationusing the World Wide Web, go more information about SlalomConsulting products and services, call(678) 302-6700 or visit the Web site at:www.slalomconsulting.comFor more information about Sapientproducts and services, call (617) 621-0200 or visit the Web site at:www.sapient.comFor more information about Binary Treeproducts and services, in the U.S. call: 800-706-2913 (Opt. 1) or internationally: +1(212) 244-3635 (Opt. 1) or visit the Website at:www.binarytree.comFor more information about Coca-ColaEnterprises products and services, call(770) 989-3000 or visit the Web site Software and Services Partners  Microsoft Exchange Online − Slalom Consulting  Microsoft SharePoint Online − Sapient  Microsoft Office Communications Online − Binary Tree  Microsoft Office Live Meeting  Services − Microsoft ServicesThis case study is for informational purposes only. MICROSOFTMAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THISSUMMARY.Document published June 2009