Winner: Coles Group - Best Tech Awards 2025 Next Gen Innovator
Coles Group - Best Tech Awards 2025 Next Gen Innovator Download the DocumentSAP Australia and New
Zealand Best Tech Awards
2025
Zealand Best Tech Awards
2025
Best Tech SAP
Industry WebsiteProduct and Services Featured SAP Solutions
Retail https://www.colesgroup.com.au/home/SAP SuccessFactors HCM, SAP BTP, SAP
Business AI, OpenText, Phenom
On 9 April 1914, G.J. Coles opened the first Coles store in Smith Street, Collingwood, Victoria.
Today, Coles Group is one of Australia’s leading retailers, with an extensive footprint of over 1,800 retail outlets nationally. We employ more than 115,000 team members,
engage with more than 8,000 suppliers, and we welcome millions of customers through our store network and digital platforms every week.
Our vision is to become the most trusted retailer in Australia and grow long-term shareholder value and our purpose is Helping Australians eat and live better every day.
In 2020 Coles Group implemented SAP SuccessFactors HCM suite as our primary People & Culture (P&C) and Payroll solution to manage more than 115,000 total workforce.
The solution devised by the company was to become the first organization in the Southern Hemisphere to launch all modules of SAP's SuccessFactors in one go, replacing
multiple outdated systems with P&C and payroll processing systems powered by AI and automation. Along with implementing a deep collaboration with talent experience
specialist and SAP partner Phenom, Coles Group’s recruitment portal has been transformed into a multi award-winning site that stands as a successful example of how
autonomized processes can drive speed, quality and cost improvements through recruitment processes.
Transforming people processes through SAP technologies and
future-ready automation
Coles Group
Best Tech SAP Next Gen Innovator
Industry WebsiteProduct and Services Featured SAP Solutions
Retail https://www.colesgroup.com.au/home/SAP SuccessFactors HCM, SAP BTP, SAP
Business AI, OpenText, Phenom
On 9 April 1914, G.J. Coles opened the first Coles store in Smith Street, Collingwood, Victoria.
Today, Coles Group is one of Australia’s leading retailers, with an extensive footprint of over 1,800 retail outlets nationally. We employ more than 115,000 team members,
engage with more than 8,000 suppliers, and we welcome millions of customers through our store network and digital platforms every week.
Our vision is to become the most trusted retailer in Australia and grow long-term shareholder value and our purpose is Helping Australians eat and live better every day.
In 2020 Coles Group implemented SAP SuccessFactors HCM suite as our primary People & Culture (P&C) and Payroll solution to manage more than 115,000 total workforce.
The solution devised by the company was to become the first organization in the Southern Hemisphere to launch all modules of SAP's SuccessFactors in one go, replacing
multiple outdated systems with P&C and payroll processing systems powered by AI and automation. Along with implementing a deep collaboration with talent experience
specialist and SAP partner Phenom, Coles Group’s recruitment portal has been transformed into a multi award-winning site that stands as a successful example of how
autonomized processes can drive speed, quality and cost improvements through recruitment processes.
Transforming people processes through SAP technologies and
future-ready automation
Coles Group
Best Tech SAP Next Gen Innovator
Challenges
Challenge 1:
After SAP SuccessFactors HCM suite was deployed in September 2020 we faced many challenges. Ever evolving technology, along with legislative, framework, policy, process and business
changes created a perpetually changing landscape. Navigating this complexity in a way that enabled our teams and optimised pr ocesses while supporting Coles Group’s vision and
enhancing the team member experience was never straightforward.
We are challenged to find a way to navigate this complexity in a way that enables our teams and optimises processes –all while staying true to Coles’ vision and enhancing the team member
experience.
Challenge 2:
The Australian industrial relations landscape is subject to ongoing review, and Coles Group must ensure that our people proce sses are aligned to these changing legislative obligations.
Using our company strategy and technology guiding principles as guiderails, we are committed to delivering these changes sust ainably and by leveraging our current technology landscape.
There have been multiple legislative changes to casual employees’ rights to convert to permanent employment, and employers’ responsibilities to ensure these rights are complied with.
With Coles Group employing casuals across 1,800 sites, ensuring national compliance and a consistent experience presented a challenge. Further, all internal changes to employment,
including position changes and the casual conversions review process (120,000 transactions p.a.) utilised printed and signed paper contracts, stored on site. This presented a great
opportunity to give precious time back to our store teams, digitise paper-based processes, and remove capacity for human error from processes with highly specific legislative
requirements.
Challenge 3:
Following record levels of recruitment through the COVID-19 pandemic, Coles Group began the recruitment transformation in 2022 by implementing Phenom to support high-volume hiring
for entry-level roles in retail operations. This initial rollout addressed critical business needs for speed, scale, and candida te engagement. Building on that success, further opportunities
were identified across the broader recruitment landscape, including retail leadership, specialist, and corporate streams, where challenges such as fragmented user experiences, extended
time-to-hire, limited pipelining capabilities and the need for a more streamlined solution and strategic approach persisted.
This approach focused on optimising an existing ecosystem - retaining SuccessFactors (SAP) as the system of record and enhancing Phenom’s capabilities to deliver a modern, accessible,
and technology-driven experience.
Challenge 1:
After SAP SuccessFactors HCM suite was deployed in September 2020 we faced many challenges. Ever evolving technology, along with legislative, framework, policy, process and business
changes created a perpetually changing landscape. Navigating this complexity in a way that enabled our teams and optimised pr ocesses while supporting Coles Group’s vision and
enhancing the team member experience was never straightforward.
We are challenged to find a way to navigate this complexity in a way that enables our teams and optimises processes –all while staying true to Coles’ vision and enhancing the team member
experience.
Challenge 2:
The Australian industrial relations landscape is subject to ongoing review, and Coles Group must ensure that our people proce sses are aligned to these changing legislative obligations.
Using our company strategy and technology guiding principles as guiderails, we are committed to delivering these changes sust ainably and by leveraging our current technology landscape.
There have been multiple legislative changes to casual employees’ rights to convert to permanent employment, and employers’ responsibilities to ensure these rights are complied with.
With Coles Group employing casuals across 1,800 sites, ensuring national compliance and a consistent experience presented a challenge. Further, all internal changes to employment,
including position changes and the casual conversions review process (120,000 transactions p.a.) utilised printed and signed paper contracts, stored on site. This presented a great
opportunity to give precious time back to our store teams, digitise paper-based processes, and remove capacity for human error from processes with highly specific legislative
requirements.
Challenge 3:
Following record levels of recruitment through the COVID-19 pandemic, Coles Group began the recruitment transformation in 2022 by implementing Phenom to support high-volume hiring
for entry-level roles in retail operations. This initial rollout addressed critical business needs for speed, scale, and candida te engagement. Building on that success, further opportunities
were identified across the broader recruitment landscape, including retail leadership, specialist, and corporate streams, where challenges such as fragmented user experiences, extended
time-to-hire, limited pipelining capabilities and the need for a more streamlined solution and strategic approach persisted.
This approach focused on optimising an existing ecosystem - retaining SuccessFactors (SAP) as the system of record and enhancing Phenom’s capabilities to deliver a modern, accessible,
and technology-driven experience.
Solution Summary
Coles Group undertook a large-scale transformation of our People & Culture ecosystem by consolidating Core HR, payroll, talent, and recruitment into a unified platform built on SAP
SuccessFactors HCM Suite, with key extensions via SAP BTP, Fieldglass, OpenText, DocuSign and Phenom.
With over 115,000 salaried and casual team members across 1,800+ locations, we needed a scalable, intelligent solution that could simplify compliance-heavy workflows, improve user
experience, and keep pace with Australia’s evolving industrial relations environment. The implementation introduced a modern, cloud-ready “myhub” architecture, which streamlines access
to employment details, and allows team members and line managers to self-serve day-to-day people tasks.
Following the initial implementation, our structured continuous improvement program has delivered over 2,000 changes to our team members. Major highlights include:
• real-time data integration across HR and finance, a Time Manager Workbench, and custom tools like onboarding forms and a leave cash-out app.
• over 120,000 contracts per year are generated and distributed digitally via OpenText and DocuSign, eliminating over 410,000 pieces of paper annually.
• the custom Casual Conversion app leverages SuccessFactors and BTP to intelligently recommend or auto-send outcomes, improving compliance and store-level efficiency.
• in recruitment, integration with Phenom has driven a 75% reduction in onboarding support queries, while the introduction of the Fit Score framework has enabled faster,
fairer candidate screening across high-volume roles.
SAP was selected for its ability to enable seamless cross-system workflows, meet strict governance requirements, and continuously innovate through half-yearly roadmap updates and
extensible cloud technologies – all critical in helping Coles Group deliver an agile, modern HR experience at scale.
Coles Group undertook a large-scale transformation of our People & Culture ecosystem by consolidating Core HR, payroll, talent, and recruitment into a unified platform built on SAP
SuccessFactors HCM Suite, with key extensions via SAP BTP, Fieldglass, OpenText, DocuSign and Phenom.
With over 115,000 salaried and casual team members across 1,800+ locations, we needed a scalable, intelligent solution that could simplify compliance-heavy workflows, improve user
experience, and keep pace with Australia’s evolving industrial relations environment. The implementation introduced a modern, cloud-ready “myhub” architecture, which streamlines access
to employment details, and allows team members and line managers to self-serve day-to-day people tasks.
Following the initial implementation, our structured continuous improvement program has delivered over 2,000 changes to our team members. Major highlights include:
• real-time data integration across HR and finance, a Time Manager Workbench, and custom tools like onboarding forms and a leave cash-out app.
• over 120,000 contracts per year are generated and distributed digitally via OpenText and DocuSign, eliminating over 410,000 pieces of paper annually.
• the custom Casual Conversion app leverages SuccessFactors and BTP to intelligently recommend or auto-send outcomes, improving compliance and store-level efficiency.
• in recruitment, integration with Phenom has driven a 75% reduction in onboarding support queries, while the introduction of the Fit Score framework has enabled faster,
fairer candidate screening across high-volume roles.
SAP was selected for its ability to enable seamless cross-system workflows, meet strict governance requirements, and continuously innovate through half-yearly roadmap updates and
extensible cloud technologies – all critical in helping Coles Group deliver an agile, modern HR experience at scale.
Transforming People Processes with SAP BTP & AI
Innovate
Empowered through Automation & AI
Enhance
Tailored processes & apps to P&C needs
Team Member Experience Enhancements
• Custom Onboarding compliance forms for collecting TFN and
Superannuation details
• Leave cash out app for cashing out Annual leave entitlements
• Adopt SAP Half release changes to keep at leading edge of
roadmap changes
• EnableNow in system guided tours supporting key people
processes for all users
• Intuitive home page layout and quick approvals
Solution Technologies
SAP SuccessFactors HCM Suite, SAP BTP, SAP Fiori UI
Process Extensions & Automation
• Time Manager Workbench for managing retrospective pay
records, retrospective leave records and future leave records
for wage employees at Coles
• Pay validations are implemented in TMW to prevent any
potential overpayment
• Automated Security Role changes across SF and ECP systems
• Prevention and removal of underpayments of LSL for wage
team members
Integrate
Integrated P&C for End-to-End Processes
Connected myhub (P&C) Ecosystem
(Cross-Module + Third-Party Integration)
• Ensure seamless data flow across Core HR, Talent, and Payroll.
• Integrate with third-party systems (SAP Fieldglass, S/4 Finance,
OpenText, DocuSign, Phenom) through BTP Integration suite.
• Enable end-to-end processes (e.g. hiring <-> equipment
ordering <-> cost centre updates).
Cloud Ready P&C Operations
(Modern Architecture)
• SAP SuccessFactors suite of intelligent solutions has
consolidated Coles Group’s disparate systems, functions, and
touchpoints into a single source of truth and access for salaried
and casual team members.
• Centralised point for reviewing and updating employment
details, documents, and other important data.
• Adopting best practice and a robust technology suite to
support those processes, workflow is more streamlined, and
compliancy risks reduced.
• Evolving business needs are supported through continuous
adoption of features, and functional capabilities in
SuccessFactors HCM Suite released in SAP Half Yearly Releases
and continuous improvement program.
Enhance Team Member Experience
Continuous Improvement
• Program drives continuous improvement across SuccessFactors
HCM suite and integrated systems supporting cyclical,
compliance and system and process enhancements has
delivered over 2000 updates
Hiring Manager Enablement with Outlook Integration:
• Hiring managers benefit from the Phenom Hiring Manager App,
where they can manage availability, review evaluations, and
sync interview scheduling with Outlook. This has streamlined
interview coordination, and improved hiring manager
engagement with their tasks within the recruitment process.
Seamless Onboarding Experience:
• Introduction of SuccessFactors self-service password reset
functionality coupled with migration to a single form to capture
all Personal Details has reduced candidate assistance queries
by 75% and removed ~1.3 days from time in status.
Automations of manual admin and verification steps:
• A large number of actions throughout the recruitment process
have been automated through the use of customised bots. As
an example, verification of information in Manage Pending Hires
are now fully automated to progress candidates from
Onboarding completion to team member almost
instantaneously.
Solution Technologies
SAP SuccessFactors HCM Suite, SAP BTP, SAP Fiori UI
Solution Technologies
SAP SuccessFactors HCM Suite, SAP Fieldglass, SAP BTP
Solution Technologies
SAP SuccessFactors HCM Suite, SAP Fieldglass, SAP BTP,
OpenText, DocuSign, Phenom
Solution Technologies
SAP SuccessFactors HCM Suite, Phenom
Innovate
Empowered through Automation & AI
Enhance
Tailored processes & apps to P&C needs
Team Member Experience Enhancements
• Custom Onboarding compliance forms for collecting TFN and
Superannuation details
• Leave cash out app for cashing out Annual leave entitlements
• Adopt SAP Half release changes to keep at leading edge of
roadmap changes
• EnableNow in system guided tours supporting key people
processes for all users
• Intuitive home page layout and quick approvals
Solution Technologies
SAP SuccessFactors HCM Suite, SAP BTP, SAP Fiori UI
Process Extensions & Automation
• Time Manager Workbench for managing retrospective pay
records, retrospective leave records and future leave records
for wage employees at Coles
• Pay validations are implemented in TMW to prevent any
potential overpayment
• Automated Security Role changes across SF and ECP systems
• Prevention and removal of underpayments of LSL for wage
team members
Integrate
Integrated P&C for End-to-End Processes
Connected myhub (P&C) Ecosystem
(Cross-Module + Third-Party Integration)
• Ensure seamless data flow across Core HR, Talent, and Payroll.
• Integrate with third-party systems (SAP Fieldglass, S/4 Finance,
OpenText, DocuSign, Phenom) through BTP Integration suite.
• Enable end-to-end processes (e.g. hiring <-> equipment
ordering <-> cost centre updates).
Cloud Ready P&C Operations
(Modern Architecture)
• SAP SuccessFactors suite of intelligent solutions has
consolidated Coles Group’s disparate systems, functions, and
touchpoints into a single source of truth and access for salaried
and casual team members.
• Centralised point for reviewing and updating employment
details, documents, and other important data.
• Adopting best practice and a robust technology suite to
support those processes, workflow is more streamlined, and
compliancy risks reduced.
• Evolving business needs are supported through continuous
adoption of features, and functional capabilities in
SuccessFactors HCM Suite released in SAP Half Yearly Releases
and continuous improvement program.
Enhance Team Member Experience
Continuous Improvement
• Program drives continuous improvement across SuccessFactors
HCM suite and integrated systems supporting cyclical,
compliance and system and process enhancements has
delivered over 2000 updates
Hiring Manager Enablement with Outlook Integration:
• Hiring managers benefit from the Phenom Hiring Manager App,
where they can manage availability, review evaluations, and
sync interview scheduling with Outlook. This has streamlined
interview coordination, and improved hiring manager
engagement with their tasks within the recruitment process.
Seamless Onboarding Experience:
• Introduction of SuccessFactors self-service password reset
functionality coupled with migration to a single form to capture
all Personal Details has reduced candidate assistance queries
by 75% and removed ~1.3 days from time in status.
Automations of manual admin and verification steps:
• A large number of actions throughout the recruitment process
have been automated through the use of customised bots. As
an example, verification of information in Manage Pending Hires
are now fully automated to progress candidates from
Onboarding completion to team member almost
instantaneously.
Solution Technologies
SAP SuccessFactors HCM Suite, SAP BTP, SAP Fiori UI
Solution Technologies
SAP SuccessFactors HCM Suite, SAP Fieldglass, SAP BTP
Solution Technologies
SAP SuccessFactors HCM Suite, SAP Fieldglass, SAP BTP,
OpenText, DocuSign, Phenom
Solution Technologies
SAP SuccessFactors HCM Suite, Phenom
Extend
Tailor processes and apps to our P&C needs
Simplify Document Management through OpenText Central
Workspace
• The OpenText Extended ECM for SAP SuccessFactors. solution
enables Coles to create, upload, store, access, and manage P&C
information from a single point of control and automate key P&C
processes
• Automatic contract generation as part of employee lifecycle
process, which eliminates the need for additional user interaction
steps.
• Dynamically customised document templated aligned to
business rules across the business via OpenText ECM and
SuccessFactors automates the creation of employee documents
to improve P&C processes.
• Easily create and manage candidate, onboarding, and employee
documents simplifying, reducing manual administrative work
• Streamlined and automated document distribution and
acceptance via DocuSign and storing employment contracts
automatically into OpenText for integrated end-to-end document
management.
Transforming People Processes with OpenText & Phenom
extensions Automate
Automate End-to-End Document
management Processes
Innovate
Custom solution that empowers Talent
Acquisition
• Full Integration of Data Across Systems: Real-time
synchronisation between SAP SuccessFactors and Phenom
ensures that job postings, candidate statuses, and interview
updates flow seamlessly between platforms. This integration
reduces duplication, enhances data accuracy, and simplifies
workflows.
• Candidate application assistant: Phenom’s resume parsing
functionality results in shorter application forms for corporate
and specialist roles via pre-filled fields, whilst also capturing the
skills and capabilities necessary to enable Fit Score
functionalities.
• Screening technology: Through consultation and
collaboration, Phenom have enabled two Fit Score frameworks
for Coles Group based on recruitment stream requirements.
To meet the growing needs for faster recruitment in the high-
volume retail operations space, Phenom worked with Coles
Group to design a custom Fit Score based on application field
entries evaluated against pre-defined algorithms based on
criteria including but not limited to proximity to store, availability
requirements and diversity information.
The native Fit Score applies AI to assess candidate suitability
based on factors such as skills, experience, and job relevance,
helping recruiters prioritise applicants more efficiently. The
adaptable scoring framework supports fair evaluation practices
and contributes to more consistent hiring outcomes.
Solution Technologies
SuccessFactors, OpenText ECM
• OpenText Extended ECM for SAP SuccessFactors documents
uploaded into SAP SuccessFactors modules, generated during
P&C processes, are controlled in a specific location with granular
security access and control.
• The OpenText Extended ECM solution provides SAP
SuccessFactors with automated document filing, movement
tracking, and search.
• Simplify compliance with data-driven intelligent records retention
strengthening our compliance, governance and security posture.
To solve for Casual Conversion, Coles Group implemented an
intelligent/automated end to end solution leveraging SuccessFactors,
SAP BTP, OpenText and DocuSign:
• Where no consistent shift pattern is detected, an outcome letter
is automatically sent to the casual team member with no human
input required.
• Where patterns are present, an app – as accessed from the
SuccessFactors homepage - recommends conversion. Managers
trigger an automated outcome process from the app if in
agreement.
The solution was then scaled to ensure all employment change
workflows culminated in a digitised, automatically generated and
distributed contract.
This solution enabled simple digitised self-service solutions to
leaders and team members in their line of work utilising and
enhancing current and embedded technology ensuring alignment to
our legislative and security obligations.
Solution Technologies
SAP SuccessFactors, Phenom
Solution Technologies
SuccessFactors, SAP BTP, OpenText and DocuSign:
Tailor processes and apps to our P&C needs
Simplify Document Management through OpenText Central
Workspace
• The OpenText Extended ECM for SAP SuccessFactors. solution
enables Coles to create, upload, store, access, and manage P&C
information from a single point of control and automate key P&C
processes
• Automatic contract generation as part of employee lifecycle
process, which eliminates the need for additional user interaction
steps.
• Dynamically customised document templated aligned to
business rules across the business via OpenText ECM and
SuccessFactors automates the creation of employee documents
to improve P&C processes.
• Easily create and manage candidate, onboarding, and employee
documents simplifying, reducing manual administrative work
• Streamlined and automated document distribution and
acceptance via DocuSign and storing employment contracts
automatically into OpenText for integrated end-to-end document
management.
Transforming People Processes with OpenText & Phenom
extensions Automate
Automate End-to-End Document
management Processes
Innovate
Custom solution that empowers Talent
Acquisition
• Full Integration of Data Across Systems: Real-time
synchronisation between SAP SuccessFactors and Phenom
ensures that job postings, candidate statuses, and interview
updates flow seamlessly between platforms. This integration
reduces duplication, enhances data accuracy, and simplifies
workflows.
• Candidate application assistant: Phenom’s resume parsing
functionality results in shorter application forms for corporate
and specialist roles via pre-filled fields, whilst also capturing the
skills and capabilities necessary to enable Fit Score
functionalities.
• Screening technology: Through consultation and
collaboration, Phenom have enabled two Fit Score frameworks
for Coles Group based on recruitment stream requirements.
To meet the growing needs for faster recruitment in the high-
volume retail operations space, Phenom worked with Coles
Group to design a custom Fit Score based on application field
entries evaluated against pre-defined algorithms based on
criteria including but not limited to proximity to store, availability
requirements and diversity information.
The native Fit Score applies AI to assess candidate suitability
based on factors such as skills, experience, and job relevance,
helping recruiters prioritise applicants more efficiently. The
adaptable scoring framework supports fair evaluation practices
and contributes to more consistent hiring outcomes.
Solution Technologies
SuccessFactors, OpenText ECM
• OpenText Extended ECM for SAP SuccessFactors documents
uploaded into SAP SuccessFactors modules, generated during
P&C processes, are controlled in a specific location with granular
security access and control.
• The OpenText Extended ECM solution provides SAP
SuccessFactors with automated document filing, movement
tracking, and search.
• Simplify compliance with data-driven intelligent records retention
strengthening our compliance, governance and security posture.
To solve for Casual Conversion, Coles Group implemented an
intelligent/automated end to end solution leveraging SuccessFactors,
SAP BTP, OpenText and DocuSign:
• Where no consistent shift pattern is detected, an outcome letter
is automatically sent to the casual team member with no human
input required.
• Where patterns are present, an app – as accessed from the
SuccessFactors homepage - recommends conversion. Managers
trigger an automated outcome process from the app if in
agreement.
The solution was then scaled to ensure all employment change
workflows culminated in a digitised, automatically generated and
distributed contract.
This solution enabled simple digitised self-service solutions to
leaders and team members in their line of work utilising and
enhancing current and embedded technology ensuring alignment to
our legislative and security obligations.
Solution Technologies
SAP SuccessFactors, Phenom
Solution Technologies
SuccessFactors, SAP BTP, OpenText and DocuSign: