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The Value of Automating Order Management

Coca-Cola Enterprises Inc


Jag Ramaswamy, Senior Manager, Coca-Cola Enterprises
Dave Brooks, Sr. Director, Software AG
06/23/2010
Sales Order Automation

Agenda
 About Us
 Business Case for Order Automation
 Architecture
 Visibility
 Lessons Learned
 Next Steps
Q&A

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 $21 Billion Annual Revenue
 74,000 Employees
 (over half are mobile)

 440 Facilities
 2 Billion Physical Cases
 55,000 Vehicles
Get There Faster.
About Us
Strong Brand Portfolio

The Coca-Cola
Largest nonalcoholic
bottler in the world 16% Company’s
total global volume

Get There Faster.


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
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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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Architecture
Web Application
Service Communications

Cisco
XML Gateway

Software AG
Enterprise Services SOA

BASIS
SAP R3
(Legacy ERP – AS 400)

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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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Quick Look at the Process
UI webMethods ERP
Customer Login Get Customer Account Customer Master Lookup

Get Customer Account

Get Materials based on


Get Authorized Articles Get Authorized Articles
Customer Account

Determine Pricing Get Pricing Simulate Order

Submit Order Submit Order Sales Order Created

Delivery Creation

Shipment

Invoice Billing

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Can we make this bigger?

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Visibility through KPIs

Service Response Time.


Real time alerts on SLA
Violation.
Predictive alerting.

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KPI Instance details

*Feature currently being Prototype Get There


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Happy Customer ☺

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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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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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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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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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Thank You

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