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
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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
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7. Get There Faster.
Architecture
Web Application
Service Communications
Cisco
XML Gateway
Software AG
Enterprise Services SOA
SAP R3
BASIS
(Legacy ERP – AS 400)
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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
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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
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12. Get There Faster.
Visibility through KPIs
Service Response Time.
Real time alerts on SLA
Violation.
Predictive alerting.
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13. Get There Faster.*Feature currently being Prototype 6/29/2010 | ProcessWorld 2010 | 13
KPI Instance details
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
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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
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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
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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.
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