Microsoft Office 2010Customer Solution Case Study

Amplify the synergy between collaborative platform and Office upgrade

OverviewCountry or Region: KoreaIndustry: Financial

Customer ProfileLotte Card is one of Korea's major credit card companies, having over a million customers.

Business SituationThe time has come to provide a communications and collaboration environment to improve productivity and make the work environment a little easier for enterprise members while maintaining the high level of security required in the financial sector.

SolutionIn order to amplify the synergy created by introducing a new collaboration platform, the document processing tool for end-users has been upgraded to Office 2010.

Benefits Safe collaboration More convenient video conferencing Easy to process large amounts of data Improved e-mail server usability

“As each person’s schedule, to-do list, documents and other files

related to work are shared and multi-person accessible files such as

meeting minutes are recorded in one file for the collaboration, our

usual way of working is now changing"Lotte Card IT team head Kim Yeong-sam

Lotte Card is now changing the usual means of working step by step. As the financial sector requires the highest level of security, that, rather than convenience, must always come first in using e-mail or sharing files. With the current trends, it is not easy to ensure desktop user convenience and improve the work environment in a way that helps employees work more efficiently. In order to solve this age-old problem, Lotte Card promoted the installation of a new collaboration platform at the end of 2010. This was done in order to make for smoother file sharing, collaboration. In this respect, Lotte Card carried out the Office 2010 upgrade to amplify the investment synergy in the back office area. Installation of the latest software for both back and front office resulted in a generational shift in work environment, while maintaining full security.

SituationLotte Card’s leadership in the IT sector has become an industry talking point. Financial sector news has been full of 2nd phase next generation system development projects over the past year. Lotte Card, too, officially announced the launch of a 2nd phase next generation system project at the end of 2011. The Lotte Card project’s popularity in the financial sector IT investment news stems from the fact that its scope is not limited to next generation systems only. While competitors are busy developing 2nd phase next generation systems, Lotte Card paid attention to improving the work environment for enterprise members, making preparations for changing the means of working so that enterprise members at the head office and branches across the country can work more efficiently.

Lotte Card’s innovation in working method received attention against a backdrop of security. For credit card companies, the importance of communication and collaboration between enterprise members across head office and nationwide sales networks cannot be overestimated. No matter how important communications and collaboration are however, they cannot take priority over security in the financial sector. The current trend requires higher levels of security due to a series of security breaches in recent years. For instance, the Electronic Finance Regulation Revisions announced in August of 2011 by the Financial Services Commission stipulates that more than 7% of the total IT budget should be dedicated to security and over 5% of IT staff should be exclusively engaged in security.

Likewise, the significance of these security breaches is beginning to be understood by society at large, and it is now time to raise the level of control and security management in the financial sector. Given these circumstances, Lotte Card began to seek a balance between improving user convenience which raises productivity and work efficiency, and security enhancement.

Lotte Card is well-organized in terms of communications. The company has allowed users to engage in various means of communication, including e-mail, messaging, and video conferencing through Exchange Server 2007 and Office Communications Server 2007. The company has a well-organized channel for communications but allowed only a small number of users to share files for collaboration, due to the security issue. Because of possible security breaches that could be caused by file sharing, the company was unable to encourage its employees to work in collaboration. This situation could not just continue as it was, however, and something needed to be done. Lotte Card thus began installing a new platform to support enterprise collaboration at the end of 2010.

SolutionLotte Card promoted the installation of SharePoint Server 2010 with the aim of allowing users to use a menu solely for collaboration within the company’s enterprise portal (hereinafter referred to as EP), trying to introduce a collaboration platform to run a sub-portal under EP. While making preparations for collaboration platform implementation, Lotte Card received an attractive offer.

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In response, Lotte Card IT team head Kim Yeong-sam said: “Office System 2003 and SharePoint Server 2010, which were used as enterprise standards, are limited in terms of making use of collaboration. We heard that Office 2012 creates the greatest synergy between platform and user. Unlike operating systems, Office has no major issues in terms of enterprise system compatibility. We felt that it would be better to take the opportunity to upgrade the version.”

Lotte Card tested Office 2010 upgrade compatibility at the enterprise level. This was a simple job, involving checking a number of items, including a macro system programmed to do actuarial work. Lotte Card distributed DVD installation media for the enterprise distribution. After completing the upgrade, one significant concern was found. Users responded that it took quite some time to load Office 2010. An analysis started immediately and DRM was found to be the cause. The DRM solution used in Office 2003 had no compatibility problem, but the DRM delayed Office 2010 loading times. This problem was solved simply by modifying the DRM solution provider module.

Lotte Card considered training to be equal to distribution and compatibility in seriousness, when upgrading to Office 2010. Lotte Card did not overlook the fact that users might find the Ribbon UI unfamiliar, as they switched from 2003 to 2010, skipping Office 2007.

Lotte Card carried out offline training for a five day period. As it was impossible to conduct group training for all employees, one or two members from each

department attended the training program and returned to their department, answered any questions and provided assistance to others in using Office 2010. The company did not forget to show consideration to those who had a personal interest in the training program. It gave online coupons for office tutor and provided opportunities for those who could not attend the offline training program but were willing to learn how to use this new tool.

After completing Office 2010 distribution, the Lotte Card IT team, changed the IT qualification training program and tests applied to all employees, in agreement with the personal management department. Completion of the training program and the test result were reflected in the promotion. Before introducing Office 2010, the curriculum primarily focused on the 2003 version, which was the enterprise standard. The Lotte Card IT team plans to add a new curriculum for Office 2010 to the existing Office System 2003 program, and permit users to choose between the two programs in order to minimize resistance to these changes in environment. Lotte Card plans to carry out training and testing for both versions in the near future. Lotte Card is planning its next project to place more importance on collaboration in 2012. Lotte Card IT team deputy manager Jeon Seong-min said: "Currently, users use collaboration as one of the menus on EP. We are considering how to place the collaboration space in the first column of EP in order to aggressively take action to increase collaboration. We are conducting a technical review about integrating the

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traditional EP platform and SharePoint Portal Server 2010.”

Benefits

Safe collaborationSharePoint Server 2010 paved the way for Lotte Card to encourage and expand collaboration while maintaining the high level of security required in the financial sector. "Before this time, file and document sharing were technically available. In fact, some of users were offered the service through a secure file server, but enterprise-level file sharing was restricted due to the security issue. SharePoint Server 2010 however, made safe file sharing and collaboration support possible”, said IT team head Kim Yeong-sam. “All documents within Lotte Card are protected with DRM, and users with access to these encrypted documents can share documents safely under conditions where the outflow of information is strictly blocked", he added.

Opening a window for genuine communication between teamsWith the collaboration menu added to EP, and Office 2010 distributed, a new culture is taking its root at Lotte Card; genuine communication between enterprise members. Lotte Card desired to improve lateral exchange and mutual cooperation through collaboration. Large business organizations are generally specialized and it can be difficult to have lateral exchange and cooperation between teams and between departments. The combination of SharePoint Server 2010, Exchange Server 2007 and Office Communications Server 2007 create a back and front office environment where Office 2010 plays a

great part in narrowing the gap between members and between departments.

"As each person’s schedule, to-do list, documents and other files related to work are shared and multi-person accessible files such as meeting minutes are recorded in one file for the collaboration, our usual way of working is now changing", said Kim Yeong-sam. “We do not really know what the person sitting next to us is doing, unless we take an interest. But now we can get the asssistance we need for our work, no matter whether or not the person in charge is away from their desk. We still prepare documents and send e-mail on an individual basis as in the past, but from the team and department collaboration perspectives, the way we work has changed a lot after the upgrade to Office 2010.”

More convenient video conferencingThe way individuals work is also changing. There are people in particular among Lotte Card members who readily absorb new means of communications and collaboration. They are 300 bond managers in branches across the country whohave several regular meetings a week, and with branches spread all over the country, it is difficult to gather them in one place every time they have meeting. On this account, bond managers made full use of the Office Communications Server 2007 video conferencing function quite some time ago. They also make good use of SharePoint Server 2010 and Office 2010. While using video conferencing, they immediately realized that file sharing and collaboration would also be convenient

Easy to process large amounts of data

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Another department that welcomes Office 2010 for its conveniece was marketing. “Those in the marketing department or doing credit-related tasks often use Excel. They can now process large amounts of data using Excel 2010, as the matrix limitations of the previous 2003 version has been removed”, said deputy manager Jeon Seongmin.

Improved e-mail server usabilityAnother small but important change brought about by Office 2012 is the rediscovery Exchange Server 2007’s value. “I used to use Exchange Server 2007 just for sending and receiving e-mail, and I was only allowed to access web-mail due to the security issues. But with Outlook 2010 as the client tool, I can make good use of all sorts of functions provided by Exchange Server 2007, including scheduling, task management, and sharing“Jeon Seong-min added.

Microsoft Office 2010Microsoft Office 2010 gives your people powerful, timesaving tools to do their best work from more places. With new capabilities and insightful updates to Excel, PowerPoint, Word and Outlook, Office 2010 offers the complete package — with familiar, intuitive tools. Now you can express ideas, solve problems, connect with people, and create amazing results — in the office, at home, or on the go.

For more information about Microsoft Office, go to:www.office.com

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For More InformationFor more information about Microsoft products and services, call the Microsoft Sales Information Center at (800) 426-9400. In Canada, call the Microsoft Canada Information Centre at (877) 568-2495. Customers in the United States and Canada who are deaf or hard-of-hearing can reach Microsoft text telephone (TTY/TDD) services at (800) 892-5234. 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 Lotte Card’s products and services, call (82) 02-2280-2400 or visit the Web site at: www.lottecard.co.kr

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Document published 12/02/17

Software and Services Microsoft Windows Microsoft Office 2010−

Microsoft Exchange Server 2010 Microsoft SharePoint Server 2010