Discover the latest digital transformation initiatives being undertaken by Coles and its business and technology executives. Each quarter our research team identifies the applications that are being used by Coles from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
Since 2010, our global team of researchers has been studying Coles software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for Coles propensity to invest in new Enterprise Applications such as Analytics and BI, Collaboration, Content Management, CRM, EPM, ERP, HCM, ITSM, PLM, PPM, Procurement, SPM, SCM or Treasury and Risk Management systems.
The research results are being incorporated int our Customer Database which has over 100 data fields that detail Coles IT roadmap and budget, latest software purchases, implementation status, partner involvement, and decision-makers.
About the Customer
Coles is one of Australia’s major retailers, providing a range of fresh food, groceries, general merchandise, liquor and fuel to millions of customers every week.
Scope and Challenges
Coles is a major food retailer in Australia with approximately 100,000 team members working across the country. Coles wanted to enable the spontaneous, free-flow of information among team members to unleash latent talents and spark innovation. It built an employee portal called mycoles by using Microsoft Office 365. mycoles is a productivity and engagement portal that empowers all team members to connect and collaborate—spontaneously, anywhere, anytime, and from any device—to share their expertise and ideas.
Coles selected 103,000 licenses for Microsoft Office 365. With Office 365 and Yammer, Microsoft unites familiar Microsoft Office applications with the power of Microsoft Exchange Online, SharePoint Online, Skype for Business Online, and enterprise social networking into a seamless user experience.
“Office 365 came along at the right time to accomplish two key goals,” says Gemma Bailey, IT Project Manager at Coles. “From the IT perspective, we could introduce this fabulous new cloud computing model into our IT framework so that it would be ready to support any cloud initiative going forward. From the HR and operations side, we could build an easy-to-use collaboration portal that would engage the entire workforce consistently and take us well beyond the bounds of traditional corporate communications.”
Microsoft Cloud Vantage Services provided deployment planning and lifecycle management assistance. “Cloud Vantage brought a lot of experience to the table and provided excellent guidance around building the supporting structures that we needed to make cloud computing work from a holistic perspective,” says Bailey. “Our partner Kloud Solutions also played a key role in helping deploy and design our solution; the expertise they provided was integral to the success of our collaboration portal.”
Outcome and Implications
Coles is using Office 365 and Yammer to continue on its transformation journey, increasing customer satisfaction and sales. Thanks to mycoles, the company has a pervasive platform for empowering its workforce to maintain focus on the customer. “mycoles is a combination of social sharing and learning, training, and online administration: all the tools for our team members to get their jobs done to the best of their ability,” says Harvey. “It’s a productivity and engagement portal that supports our belief that working at Coles is genuinely better than working anywhere else.”
Improves Customer Service, Increases Business
Coles is using mycoles as a powerful tool to help team members deliver a “feel-good” shopping experience. “We are empowering our team members to share their expertise and serve our customers better with Office 365 and the mycoles portal,” says Harvey. “There’s a real opportunity for Coles to take sales to entirely new levels.”
Provides a Voice to Drive Innovation
The portal is a key strategy to increase the knowledge capital and unlock the potential of a vast workforce by providing a forum for sharing ideas and driving innovation.
“mycoles is an extremely powerful tool that encourages idea exchanges that lead to innovation,” says Stones. “We like to call ourselves a listening organization, and with mycoles, anyone can speak up and be heard.”
Coles team members are sharing ideas any time of the day or night from their own devices, or from store PCs, creating a flow of spontaneous brainstorming and problem-solving that’s making a difference in how Coles manages its retail operations. “The majority of our team members don’t work behind a desk, so for me, the biggest advantage of Office 365 is the connections and communities that can be formed with each other anywhere at any time,” says Stones. “Office 365 is a powerful tool for any business.”
"We use Office 365 to help support what makes Coles unique: a singular focus on supporting our team members so that they can make those moments of interaction with the millions of customers who come through our doors every day a special one." Said - Sharnee Stones: mycoles Program Manager
“Coles has been on a turnaround journey and we have emerged a transformed company that has seen double-digit growth over the last five years. We got here by putting the customer first—providing the quality food, products, and service that customers want—and by driving operational efficiencies in the business.” Said - Hamish Aikman, General Manager of HR Services at Coles.
|Vendor||Old Product||New Product||Function||Market||Users||VAR/SI||When||Live|
|Microsoft||Legacy Applications||Microsoft Office 365||Collaboration||Collaboration||103000||n/a||2015||2015|
|First Name||Last Name||Title||Phone|