Microsoft Exchange Server 2007                                       Customer Solution Case Study                         ...
―For end-users there is                     Situation                                    was too expensive as a primary ma...
―We did not try to tell                    The move to Microsoft presented an                E-mail enabled applications ...
―We attribute more than                    programs, producing how-to guides in         an excellent tool for migrating da...
―We had a tremendous                        expectations in the amount of issues we       collaboration and reduce costs a...
Improved Operational Excellence              Server 2007 R2. The move to a 64-bitNo major Exchange Server outages have    ...
For More Information                                  Microsoft Server Product PortfolioFor more information about Microso...
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Procter & Gamble Switches to Microsoft to Improve Productivity and Reduce Costs

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Procter & Gamble (P&G) competes successfully because it focuses on productivity and collaboration, enabling the production of innovative products at competitive prices. P&G’s IT organization, part of its Global Business Services (GBS) unit, is chartered with delivering a full set of shared services to all 138,000 P&G employees. When GBS faced a complex and expensive Lotus Notes upgrade in 2005, the organization saw a chance to improve productivity and reduce costs by migrating to a Microsoft® communications and collaboration solution. P&G chose the fully integrated Microsoft solution for e-mail, instant messaging, presence, collaboration, and document management, requiring little to no customization. With excellent project planning and support from HP and Microsoft, P&G deployed the solution to 130,000 employees over 18 months while maintaining all service level agreements. Through extensive surveys, P&G determined employees saved an average of 14 minutes per day.

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Procter & Gamble Switches to Microsoft to Improve Productivity and Reduce Costs

  1. 1. Microsoft Exchange Server 2007 Customer Solution Case Study Procter & Gamble Switches to Microsoft to Improve Productivity and Reduce CostsOverview ―With the Microsoft solution, we were able to improveCountry or Region: United StatesIndustry: Manufacturing—Consumer collaboration and reduce costs at the same time.‖goods Jeff Nicolai, Service Manager for eMail and Web Content, P&GCustomer ProfileProcter & Gamble is the world’sleading consumer productsorganization. The company has more Procter & Gamble (P&G) competes successfully because itthan 138,000 employees and providesproducts to more than 180 countries. focuses on productivity and collaboration, enabling the production of innovative products at competitive prices. P&G’sBusiness SituationFaced with an upcoming Lotus Notes IT organization, part of its Global Business Services (GBS) unit, isupgrade, P&G decided to look for chartered with delivering a full set of shared services to allanother communications andcollaboration solution that could 138,000 P&G employees. When GBS faced a complex andincrease employee productivity and expensive Lotus Notes upgrade in 2005, the organization saw areduce costs. chance to improve productivity and reduce costs by migrating toSolution a Microsoft® communications and collaboration solution. P&GP&G migrated 130,000 users to aMicrosoft® solution based on chose the fully integrated Microsoft solution for e-mail, instantExchange Server 2003, Office Live messaging, presence, collaboration, and documentCommunications Server 2005, andWindows® SharePoint® Services. management, requiring little to no customization. With excellent project planning and support from HP and Microsoft, P&GBenefits Improved employee productivity by deployed the solution to 130,000 employees over 18 months 14 minutes per day while maintaining all service level agreements. Through Reduced costs Improved e-mail service options extensive surveys, P&G determined employees saved an average Improved operational effectiveness of 14 minutes per day.
  2. 2. ―For end-users there is Situation was too expensive as a primary mail The Procter & Gamble (P&G) community service for a large number of employees.nothing more intrusive consists of more than 138,000 employees working to provide products and services Facing a Notes upgrade, the organizationthan switching the to consumers in more than 180 began to search for a better way toe-mail client. We had to countries. P&G produces well-known collaborate. P&G wanted to take brands such as Tide, Gillette, Pringles, advantage of the Internet and makethink long and hard and Pampers. corporate content available through Web browsers as much as possible. The intentbefore switching, but we Operating in competitive consumer was to enable key stakeholders, such asfelt that this change products categories, P&G is very employees, retirees, and partners to concerned with the productivity of its connect, find, and share information, andwould enable employees people and operations. The Global perform self-services. Fulfilling this effort Business Services (GBS) group must using Lotus Notes technologies was costto collaborate faster, facilitate employee productivity through prohibitive and required the Notes client,easier, and with more applications that improve business which was difficult to provide to external processes and enable effective stakeholders.personal control.‖ communications and collaboration. To Jeff Nicolai, Service Manager for eMail meet employees’ needs, GBS traditionally Solution and Web Content, P&G selected technology based on a ―best-of- In 2006, after an extensive analysis of breed‖ approach, meaning it selected the available options, the company decided best supplier for each individual to switch to a Microsoft® technology and then customized each communications and collaboration product or wrote additional software to solution consisting of Microsoft integrate the products. Exchange Server 2003, Microsoft Office Live Communications Server 2005, The company decided to deploy Lotus Microsoft Office Live Meeting, and Notes as its primary e-mail application in Windows® SharePoint® Services. ―For 1995 and invested heavily in a custom end-users there is nothing more intrusive solution to meet the organization’s than switching the e-mail client,‖ explains needs and maximize productivity. By Jeff Nicolai, Service Manager for eMail 2005 the solution had grown extremely and Web content at P&G. ―We had to complex. It included SameTime for think long and hard before switching, instant messaging and presence and but we felt that this change would more than 7,000 applications developed enable employees to collaborate faster, on the Lotus platform. The Notes easier, and with more personal control.‖ environment was highly decentralized with more than 275 mailbox servers in 70 P&G felt Microsoft offered a more robust locations serving 110,000 users. solution with a clear roadmap for the future. ―The integration is the real power P&G also used a separate e-mail service, of the Microsoft solution,‖ notes Nicolai. Sun iPlanet, for plant workers, which ―You can drag-and-drop files from provided basic e-mail through a Web Windows into Office Outlook, the e-mail browser. P&G implemented iPlanet editor is the same word processor you because the organization felt iNotes, the are already using for documents, and Web browser interface for Lotus Notes, you can use Active Directory for all of the used too many hardware resources and services.‖
  3. 3. ―We did not try to tell The move to Microsoft presented an  E-mail enabled applications – P&G opportunity to provide a better user had many applications tied to thethe business that this experience and simplify the environment Lotus Notes e-mail application. P&G at the same time. P&G was also attracted could not afford to break applicationswould be seamless. to the fact that Microsoft provides an that depended on a specific e-mailUsers have to know that out-of-the-box solution requiring no format, so it had to identify all of the customization or additional work to applications and modify them tosomething is different if integrate the various capabilities. ensure they would work with Exchange Server.they are going to achieve After the decision was made, P&G began  Coexistence – During the migrationbenefits, and we wanted planning the move. This process involved users would need to e-mail between a partnership between P&G, Microsoft, the two systems. P&G decided not tothem to see this move as and HP. HP operates the IT environment install any add-on connectors to at P&G and provided operations support facilitate data transfer but insteada chance to improve for the migration. Microsoft aided in relied on SMTP mail. This choice meanttheir work processes.‖ planning and execution by bringing in users could not access calendars and subject matter experts from the might experience fidelity issues. ToStephen Peterson, Initiative Manager for Microsoft Notes Compete and Business address this challenge, P&G planned the Outlook Migration, P&G Strategy Consulting teams. These experts to migrate teams of users together also helped to integrate best practices instead of migrating users by location. from other Lotus Notes migrations and  Data Migration – Data migration can recommended tools and training to use slow e-mail migration and if done during the process. improperly can cause user backlash. Rather than automatically migrating The planning process had two sides, data, P&G decided to allow individual technical readiness and user readiness. users to initiate the process. The technical side dealt with the major concerns of the migration such as: On the user readiness side, P&G wanted to ensure users understood the changes  Networking – P&G was moving from taking place and how they could benefit a decentralized environment to a from them. ―We did not try to tell the centralized architecture using only business that this would be seamless,‖ three datacenters. P&G had to ensure explains Stephen Peterson, the Initiative the networking capabilities were in Manager for the Outlook Migration. place to maintain message delivery ―Users have to know that something is times. P&G estimated the network different if they are going to achieve traffic between each office and its benefits, and we wanted them to see this associated datacenter, and then made move as a chance to improve their work the necessary upgrades prior to processes.‖ P&G runs IT as a business migration. with users as the customers and a  Call center training – P&G had to mantra that the ―consumer is boss.‖ ensure its call center could handle the initial surge of questions about the Users had to be convinced to choose the new solution. The company handled new solution, much the same way P&G this issue with extensive training prior convinces customers in a supermarket to to the start of the migration. try new products. P&G ensured user readiness by running extensive pilot
  4. 4. ―We attribute more than programs, producing how-to guides in an excellent tool for migrating data, but all required languages, and preparing P&G felt it was too complicated for end-500 million minutes detailed communications and training users to use on their own. To solve this plans. issue, HP wrote a custom application tosaved to the migration simplify the process. Users simplybased on our user While Exchange planning and migration entered their account passwords, was underway, P&G began the move to enabling P&G to follow their plan for afeedback. These time the Microsoft platform by deploying self-service data migration. Office Live Communications Server 2005savings largely come for its instant messaging and presence With all of the tools and infrastructure infrom the integration of capabilities and Office Live Meeting for place, P&G began the user migration. Web conferencing. Live Communications GBS deployed Outlook and the datathe solution.‖ Server replaced the Lotus SameTime migration tool to user desktops over 18 solution. This deployment provided months. When Outlook was deployed,Stephen Peterson, Initiative Manager for the Outlook Migration, P&G instant messaging and presence users’ e-mail accounts were already fully capabilities to all employees through the functional. They could migrate their data Microsoft Office Communicator client. at their leisure, or they could choose to Having Live Communications Server in receive assistance if they needed it. At place meant that its presence capabilities the same time, plant workers were also would be integrated into e-mail moved onto Exchange Server 2003. messages and applications. Live Meeting These users accessed their accounts also provides integration with the using Outlook Web Access, which Microsoft Office Outlook® messaging provided a much richer experience. and collaboration client to schedule Web conferences directly from employees’ During the migration, P&G completed calendars. the acquisition of Gillette and Wella. These additional users were integrated The Exchange migration began with a into the migration plan. By the end of pilot that grew to 5,000 users by March 2007, about 100,000 users were of 2007. Peterson explains, ―We had migrated, with about 4,000 users per much more demand for the pilot than we week being moved at the peak. The could supply, so that was a good remaining users were migrated in the indication that our communications plan first half of 2008, and the final user count was working.‖ The pilot enabled P&G to was 130,000, including the additional test hardware configurations and plan users from the acquired companies. networking changes the centralized deployment required. Also during the migration, P&G worked with HP to keep all three e-mail systems After testing was completed during the operating with minimal disruption to the pilot phase, P&G deployed the Exchange user community. There were no e-mail Servers to three datacenters around the outages during the migration, and GBS world and improved the network to maintained all of their Service Level handle the e-mail traffic. It also worked Agreements (SLA) despite a 500 percent with HP to develop a tool to migrate user increase in e-mail traffic over the data. P&G chose to use Transend duration of the move. ―We did have Migrator to move user data to the new speed bumps along the way, but we Exchange accounts. Transend Migrator is completely exceeded everyone’s
  5. 5. ―We had a tremendous expectations in the amount of issues we collaboration and reduce costs at the faced,‖ explains Nicolai. He credits the same time,‖ confirms Nicolai.simplification of our e- project planning, the open communications between GBS and the Improved Productivity andmail infrastructure. We business during the move, and the Collaborationwent from two platforms technical expertise HP supplied as major P&G conducted extensive surveys during factors in the success of the project. and after the rollout to measure theto one and were able to migration’s impact on employee work The final step of the move to a Microsoft habits. Based on these surveys, P&Gget all of the servers into solution is migrating applications off the concluded the move saved employees 14datacenters where they Notes platform. This process is currently minutes per day on average. ―We underway, with P&G, Microsoft, and HP attribute more than 500 million minutescan be managed more working together to identify required saved to the migration based on our user applications and move them to the feedback,‖ notes Peterson. ―These timeefficiently.‖ Microsoft solution. Most of the 7,000 savings largely come from the Jeff Nicolai, Service Manager for eMail Notes applications were basic team sites integration of the solution.‖ and Web Content, P&G that were moved to Windows SharePoint Services using automated tools. Other The integration of Microsoft products in applications are more complicated and the solution makes it easier to find are being redeployed to other people and information and complete technologies, including .NET and tasks from within a single application. Microsoft Office SharePoint Server. Users can improve collaboration because they have presence information and P&G is also currently upgrading to multiple communications options built Exchange Server 2007 and Office into their most frequently used Communications Server 2007 R2, which applications, whether they are part of will enable P&G to provide additional Microsoft Office, Windows SharePoint services to users. Exchange Server 2007 Services sites, or custom applications. enables Unified Messaging and new high-availability service options to users. Users also reported that they like using Office Communications Server 2007 R2 Outlook Web Access and the flexibility it improves the integration of presence provides to work from a home or a information with Exchange and borrowed computer. SharePoint and enables additional conferencing and telephony services. With the Microsoft platform, P&G now offers users many additional service Benefits choices. Users can select multiple The move from Lotus Notes to a mailbox sizes, different mobile phone Microsoft solution has provided options, and to use Outlook Web Access numerous benefits to P&G. as the mail client. Replacing iPlanet with Employees report they are more Exchange accounts provided these users productive and can more easily connect with full e-mail accounts including with external partners. In addition to calendars and contacts rather than the improved service to users, GBS was able basic e-mail they had before. In the to diminish costs. ―With the Microsoft future, P&G plans to offer users different solution, we were able to improve levels of availability guarantees and backup protection.
  6. 6. Improved Operational Excellence Server 2007 R2. The move to a 64-bitNo major Exchange Server outages have platform provides for a more robustoccurred at P&G. GBS has maintained its environment. The move will also enableSLAs for message delivery and uptime. GBS to deploy additional options toThe move to Exchange also enabled users such as Windows Mobile® 6.5significant server consolidation, with e- phone devices, high availability optionsmail servers going from 275 Notes using Clustered Continuous Replication,mailbox servers at 70 locations to 35 and additional conferencing services.Exchange mailbox servers at threelocations. ―We had a tremendoussimplification of our e-mailinfrastructure,‖ explains Nicolai. ―Wewent from two platforms to one andwere able to get all of the servers intodatacenters where they can be managedmore efficiently.‖P&G found that the move also madeintegrating with external partners easier.When communicating with partners,P&G finds it easier to implementencryption based on Microsoft certificateauthority than it was with the Notesproprietary encryption methods. Whenorganizations cannot provide thenecessary encryption, P&G can easilygive them an e-mail account that theycan access with Outlook Web Access.Reduced CostsConsolidating the e-mail environmentled to lower operating and maintenancecosts and will reduce the cost of futureupgrades. Microsoft also provides anout-of-the-box solution that requiresvery little customization, reducingdevelopment costs. When applicationsare developed to run in the environment,developing in the .NET environment isless expensive than in the Notesenvironment because resources arereadily available.Following the RoadmapThe organization expects numerousbenefits from the upgrade to ExchangeServer 2007 and Office Communications
  7. 7. For More Information Microsoft Server Product PortfolioFor more information about Microsoft For more information about theproducts and services, call the Microsoft server product portfolio, go to:Microsoft Sales Information Center at www.microsoft.com/servers/default.mspx(800) 426-9400. In Canada, call theMicrosoft Canada Information Centre For more information about Microsoftat (877) 568-2495. Customers who are Exchange Server, go to:deaf or hard-of-hearing can reach www.microsoft.com/exchangeMicrosoft text telephone (TTY/TDD)services at (800) 892-5234 in theUnited States or (905) 568-9641 inCanada. Outside the 50 United Statesand Canada, please contact your localMicrosoft subsidiary. To accessinformation using the World WideWeb, go to:www.microsoft.comFor more information about Procter &Gamble products and services, call orvisit the Web site at:www.pg.com Software and Services  Technologies  Microsoft Server Product Portfolio − Windows SharePoint Services − Microsoft Exchange Server 2003 − Microsoft Office Live Communications Server 2003This case study is for informational purposes only.MICROSOFT MAKES NO WARRANTIES, EXPRESS ORIMPLIED, IN THIS SUMMARY.Document published August 2009

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