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
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About Us
Strong Brand Portfolio

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

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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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 GetWorld
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Thank You

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