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.

1. Microsoft Exchange Server 2007
Customer Solution Case Study
Procter & Gamble Switches to Microsoft to
Improve Productivity and Reduce Costs
Overview ―With the Microsoft solution, we were able to improve
Country or Region: United States
Industry: Manufacturing—Consumer collaboration and reduce costs at the same time.‖
goods Jeff Nicolai, Service Manager for eMail and Web Content, P&G
Customer Profile
Procter & Gamble is the world’s
leading consumer products
organization. The company has more Procter & Gamble (P&G) competes successfully because it
than 138,000 employees and provides
products to more than 180 countries.
focuses on productivity and collaboration, enabling the
production of innovative products at competitive prices. P&G’s
Business Situation
Faced with an upcoming Lotus Notes
IT organization, part of its Global Business Services (GBS) unit, is
upgrade, P&G decided to look for chartered with delivering a full set of shared services to all
another communications and
collaboration solution that could
138,000 P&G employees. When GBS faced a complex and
increase employee productivity and expensive Lotus Notes upgrade in 2005, the organization saw a
reduce costs.
chance to improve productivity and reduce costs by migrating to
Solution a Microsoft® communications and collaboration solution. P&G
P&G migrated 130,000 users to a
Microsoft® solution based on
chose the fully integrated Microsoft solution for e-mail, instant
Exchange Server 2003, Office Live messaging, presence, collaboration, and document
Communications Server 2005, and
Windows® SharePoint® Services.
management, requiring little to no customization. With excellent
project planning and support from HP and Microsoft, P&G
Benefits
 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. ―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 organization
than switching the to consumers in more than 180 began to search for a better way to
e-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 make
think long and hard and Pampers. corporate content available through Web
browsers as much as possible. The intent
before switching, but we Operating in competitive consumer was to enable key stakeholders, such as
felt 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, and
would enable employees people and operations. The Global perform self-services. Fulfilling this effort
Business Services (GBS) group must using Lotus Notes technologies was cost
to 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. ―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 the
the 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 applications
would be seamless. to the fact that Microsoft provides an that depended on a specific e-mail
Users 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 to
something 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 migration
benefits, 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 to
them 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 instead
a chance to improve for the migration. Microsoft aided in relied on SMTP mail. This choice meant
their work processes.‖ planning and execution by bringing in users could not access calendars and
subject matter experts from the might experience fidelity issues. To
Stephen 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. ―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 to
saved to the migration simplify the process. Users simply
based 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 a
feedback. These time the Microsoft platform by deploying self-service data migration.
Office Live Communications Server 2005
savings largely come for its instant messaging and presence With all of the tools and infrastructure in
from 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 data
the 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. ―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 and
mail infrastructure. We business during the move, and the Collaboration
went 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 the
to 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&G
get all of the servers into solution is migrating applications off the concluded the move saved employees 14
datacenters 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 minutes
can 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 time
efficiently.‖ 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. Improved Operational Excellence Server 2007 R2. The move to a 64-bit
No major Exchange Server outages have platform provides for a more robust
occurred at P&G. GBS has maintained its environment. The move will also enable
SLAs for message delivery and uptime. GBS to deploy additional options to
The move to Exchange also enabled users such as Windows Mobile® 6.5
significant server consolidation, with e- phone devices, high availability options
mail servers going from 275 Notes using Clustered Continuous Replication,
mailbox servers at 70 locations to 35 and additional conferencing services.
Exchange mailbox servers at three
locations. ―We had a tremendous
simplification of our e-mail
infrastructure,‖ explains Nicolai. ―We
went from two platforms to one and
were able to get all of the servers into
datacenters where they can be managed
more efficiently.‖
P&G found that the move also made
integrating with external partners easier.
When communicating with partners,
P&G finds it easier to implement
encryption based on Microsoft certificate
authority than it was with the Notes
proprietary encryption methods. When
organizations cannot provide the
necessary encryption, P&G can easily
give them an e-mail account that they
can access with Outlook Web Access.
Reduced Costs
Consolidating the e-mail environment
led to lower operating and maintenance
costs and will reduce the cost of future
upgrades. Microsoft also provides an
out-of-the-box solution that requires
very little customization, reducing
development costs. When applications
are developed to run in the environment,
developing in the .NET environment is
less expensive than in the Notes
environment because resources are
readily available.
Following the Roadmap
The organization expects numerous
benefits from the upgrade to Exchange
Server 2007 and Office Communications

7. For More Information Microsoft Server Product Portfolio
For more information about Microsoft For more information about the
products 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 the
Microsoft Canada Information Centre For more information about Microsoft
at (877) 568-2495. Customers who are Exchange Server, go to:
deaf or hard-of-hearing can reach www.microsoft.com/exchange
Microsoft text telephone (TTY/TDD)
services at (800) 892-5234 in the
United States or (905) 568-9641 in
Canada. Outside the 50 United States
and Canada, please contact your local
Microsoft subsidiary. To access
information using the World Wide
Web, go to:
www.microsoft.com
For more information about Procter &
Gamble products and services, call or
visit 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 2003
This case study is for informational purposes only.
MICROSOFT MAKES NO WARRANTIES, EXPRESS OR
IMPLIED, IN THIS SUMMARY.
Document published August 2009