Microsoft Office 365Customer Solution Case Study

Pharmaceutical Giant Reduces Costs, Improves Communication Significantly

OverviewCountry or Region: IndiaIndustry: Pharmaceutical

Customer ProfileFormed in 1968, Lupin Limited is one of the fastest growing generic pharmaceutical companies globally. With an employee strength of 11,000 people, the company’s consolidated revenue for the year 2011─12 was U.S.$ 1.45 billion.

Business SituationLupin wanted to replace the existing Lotus Notes messaging solution while also reducing costs and administration efforts. The company wanted to migrate to a cloud-based messaging solution.

SolutionLupin decided to implement Microsoft Office 365, the next-generation online services from Microsoft. It transitioned its messaging solution to Microsoft Exchange Online to help reduce costs, ease administration, and improve communication.

Benefits Delivers a uniform organization

identity and culture Reduces costs by 40 percent Improves regulatory compliance with

eDiscovery Eases administration Boosts employee productivity

“When we compared the costs for personnel, hardware, facilities, and deployment, it was easy for us to see the cost savings with Office 365.”

Ramesh Swaminathan, President – Finance and Planning, Lupin

With operations spanning four continents and its pharmaceutical products reaching over 70 countries Lupin Limited employs over 11,000 people globally. The ability to communicate effectively across locations is critical to the company. For messaging and communication, Lupin was using Lotus Notes, but as business grew rapidly, the company found its needs had exceeded the existing solution’s capabilities. To avoid the cost and effort to deploy and maintain a new on-premises messaging solution, the company decided to consider a hosted service. It implemented Microsoft Office 365, which provides a high level of security and reliability. Lupin migrated over 11,000 employees across four key countries to Microsoft Exchange Online, providing the latest capabilities to help them communicate more effectively and efficiently. With this transition, the company has reduced costs and acquired a scalable platform that is helping the global pharmaceutical giant expand.

SituationMumbai-based Lupin is an innovation led transnational pharmaceutical company. It leads the global market in Cardiovascular (prils and statins), Diabetology, Asthma, Pediatrics, Central Nervous System (CNS), Gastro-intestinal (GI) anti-infective drugs, and the non-steroidal anti-inflammatory (NSAID) therapy segments. It is also a global leader in the anti-TB (Tuberculoses) and Cephalosporin segments.

Lupin presents one of the most exciting pharmaceutical growth stories globally. Today it is the fifth largest and one of the five fastest growing generic pharmaceutical companies in the United States (by prescriptions), and the seventh largest generic player in the Japanese market, the two largest pharmaceutical markets in the world. It is the only Asian company to achieve that distinction. The company is also one of the five fastest growing players in India and among the fastest growing 10 generic players in the Philippines and South Africa.

In the last few years, Lupin has acquired companies in Europe, Asia Pacific, and Latin America, with over 1,200 employees. In India, its home base, it has over 8,500 employees. Lupin understood that it must create a cohesive and uniform global messaging platform so that all employees know that they are working within a global corporate framework. It also realized that the existence of numerous legacy solutions across geographies would not help them meet this objective.

The company therefore signed the Microsoft Enterprise Agreement for Office and Operating System upgrade in June

2010 in India. But it continued to rely on Lotus Notes for messaging and collaboration, a solution in use for the past 10 years.However, Lupin faced significant business challenges in extending and managing a global Lotus on-premise infrastructure with its associated costs. The biggest challenge was meeting user experience both at corporate and field force level. “A part of our sales force (approximately 800 employees) in India was migrated to Lotus Live in 2010,” explains Mayur Danait, Chief Information Officer, Lupin. “The aim was to evaluate a more robust cloud-based messaging platform.”

Mayur further explains, “We did not have a corporate messaging system for our medical executives. They were using personal email ids. We hoped that by integrating the representatives into the Lupin network through company email, it would encourage the executives to work more closely within the corporate framework.”

SolutionLupin sought to move to one standard solution to help employees better communicate with everyone in the company. The logical move was to consolidate everyone on a global messaging platform.

They decided to transition from an on-premises messaging system to a hosted solution. In 2011, Lupin began to evaluate cloud-computing services on the market, including Google, IBM, and Microsoft.

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“A single, integrated messaging platform creates a sense of community. Exchange Online enables employees to be more effective, thus enhancing productivity across the organization.”

Ramesh Swaminathan, President – Finance and Planning, Lupin

As part of the evaluation, Lupin chose its German subsidiary as it was experiencing many challenges due to its existing legacy platform. Lupin signed up for 50 seats of Exchange Online for Germany to test the solution in a smaller, international geography, and then extend the implementation to other places, including India. The POC helped Lupin get familiar with the system and also understand any challenges associated with implementation and deployment.

As it was already using 800 seats of Lotus Live, it was easy to compare and make an informed decision. “We decided in favor of Exchange Online, as it offers all the functionality of Exchange on the cloud; it also ensures higher productivity for both employees and administrators,” says Mayur. “The strong engagement with Microsoft, and the fact that we did not need to invest in a new disaster recovery (DR) site made the decision easier.”

Lupin chose to implement the solution one location at a time. Mayur explains, “We would target one location, migrate 50 users on a daily basis, and complete the process in a week’s time.”

As part of the transition, Lupin invested Notes Migrator for Exchange from Quest Software. A co-existence tool, it essentially enabled the IT team to convert files from the Lotus Notes format to the Microsoft Outlook format.

The strategy was to do the active mailbox first and then the archive. Mayur says, “In the process, we also got our hands on the archives that were scattered across desktops. Consolidating all the mailboxes

was very important from a business standpoint.”

Today, the company has deployed over 12,000 Exchange Online mailboxes and nearly 90 percent of the workforce uses Exchange Online. In addition, it deployed Active Directory Federation Services (ADFS) to enable single sign-on, so that employees could maintain a single set of credentials to log into the company network and services therein.

As part of the project, Lupin trained all users on the solution. “We did have change management issues after the deployment of the solution,” says Mayur. “There were users who were keen to move to the new platform and there were users who were hesitant to move from a system they had been using for 10 years.”

Mayur explains further, “Office 365 gives us the ability to assimilate future growth, be it organic or inorganic. More importantly, today we have a platform that can deliver unified communications and value-added services to our employees, enhancing their productivity and experience.”

BenefitsWith Exchange Online, Lupin has a centralized messaging and communication service, and also lower administration and overhead costs. The company expects to improve employee productivity as a result of enhanced communication capabilities. Says Mayur, “Providing a corporate email id to all helps to build a stronger identity within the organization, and it facilitates active collaboration. More importantly, it

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“We had three servers in India. The effort to provision users, manage the overall landscape, and back-ups was enormous. By subscribing to Microsoft hosted services, we have reduced the overall administration as Microsoft manages the infrastructure.”

Mayur Danait, Chief Information Officer, Lupin

creates a unified global community which was missing earlier.”

Delivers a Uniform Organization Identity and CultureA strong organizational culture is one of the most critical aspects of any successful organization. “With distribution lists for employees and representatives, Exchange Online has helped the Lupin Communications and Top Management teams engage with employees better, be it sharing their vision, business plans and core strategies, or enabling them to build consensus and create a sense of belonging,” says Shamsher Gorawara, Head Corporate Communications, Lupin.

Exchange Online provides Lupin’s employees access to communications capabilities that makes it easier for them to connect with colleagues globally. This, coupled with the ability for employees to find relevant people across the organization, irrespective of their location, brings a cohesiveness that was lacking before.

Reduces Costs by 40 PercentLupin conducted a return on investment (ROI) study. It listed the existing costs and the ones the company would incur over the next three years. It carried out a cost analysis, comparing an on-premises solution to a hosted solution. By moving to Office 365, Lupin has reduced costs in a number of ways. “When we compared the costs for personnel, hardware, facilities, and deployment, it was easy for us to see the cost savings with Office 365 which scored very high on ROI,” says Ramesh Swaminathan, President – Finance and Planning, Lupin. “We are expecting a total

cost savings of 40 percent over three years.”

Improves Regulatory Compliance with eDiscoveryTo sell medicines, each country has its own set of regulatory requirements. Most require diligent document management and retention. To meet these requirements, Lupin wanted to ensure it had a strong and seamless process to archive and retrieve emails. “Exchange Online has features such as email archival, retention policies, legal hold, and the ability to integrate with third-party cloud-based archival and eDiscovery solutions. This will help us meet regulatory requirements across countries,” explains Mayur.

Eases AdministrationBy moving to Office 365 hosted services, Lupin expects to reduce administration tasks. The company not only avoids future costs for new server hardware but also significantly reduces the amount of time it spends on administration, server deployments, and back-ups. Mayur says, “We had three servers in India. The effort to provision users, manage the overall landscape, and back-ups was enormous. By subscribing to Microsoft hosted services, we have reduced the overall administration as Microsoft manages the infrastructure.”

Boosts Employee ProductivityLupin has transitioned its messaging and communications services to the cloud without sacrificing any capability. Microsoft manages all updates and upgrades without any downtime. “A single, integrated messaging platform creates a sense of community,” says Ramesh. “Exchange Online enables employees to be more

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"Exchange Online has features such as email archival and retention policies, legal hold, and the ability to integrate with third-party cloud-based archival and eDiscovery solutions. This will help us meet regulatory requirements across countries.”

Mayur Danait, Chief Information Officer, Lupin

effective, thus enhancing productivity across the organization.”

Microsoft Office 365Microsoft Office 365 brings together cloud versions of our most trusted communications and collaboration products—Microsoft SharePoint Online, Exchange Online, and Lync Online—with the latest version of our Office desktop suite and companion web applications for businesses of all sizes.

Office 365 helps save time and money, and it frees up valued resources. Simple to use and easy to administer, it is financially backed by a service level agreement guaranteeing 99 percent reliability. Office 365 features robust security, IT-level phone support, geo-redundancy, disaster recovery, and the business-class privacy controls and standards that you expect from a world-class service provider.

For more information about Microsoft Office 365, go to:www.office365.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 Lupin Limited products and services, visit the website at: www.lupinworld.comor write into us at info@lupinworld.com

This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.

Document published March 2013

Software and Services Microsoft Office 365− Microsoft Exchange Online