Coca-Cola B2B Platform MyCoke Gets Tech and Design Overhaul
Coca-Cola’s customer platform, MyCoke, through which retailers and foodservice providers can order products, make payments, raise service requests, and receive support from a single location, has undergone a major tech and design overhaul. It is now available at my-Coke.com.
Launched by the IT support organization for North America’s 11 largest Coca-Cola bottlers, Coke One North America (CONA) services, the digital customer engagement platform serves over 220,000 retail stores, restaurants, and outlets.
The original site, MyCoke.com, was refreshed by the Coca-Cola North America Operating Unit (NAOU) for Freestyle and fountain customers. Both sites aim to use insights and data-driven decisions, along with cross-platform integration, to drive growth opportunities for bottlers and elevate the customer experience.
A Collaborative Effort
The enhancements are a result of various new payments, mobile development, and project management partners that have helped streamline operations. Also, upgrades were informed by bottler representatives who shared feedback about their workflows, as well as the design and functionality of the platform.
The redesign included integrating with Salesforce — with CloudGaia and Coreflex implementing testing programs to ensure critical data migrated over and users had 24/7 service support. As part of these efforts, MyCoke now features a new payments platform run by Fiserv and SnapPay, providing customers with capabilities for self-service account invoice payments and multiple payment options.
Read more: Coca-Cola partnered with Mondelēz on QR code and Spotify personalization effort
CONA’s New Department
The CONA Digital Office (CDO) led the initiative with CONA’s chief digital officer Samantha Mitchell at the helm. The group includes a cross-functional team of product and engineering specialists and an entirely new department that oversees digital marketing, insights and analytics, and operations for the 11 bottler storefronts.
“The successful launch allows us to focus on increasing the scale of the platform by adding additional channels and customer groups through targeted investment to unlock more capabilities for our customers,” said Mitchell in a statement. “The CONA Digital Office continues to work with Bottler and NAOU Leadership to accelerate our journey towards achieving our strategic digital and business goals.”
Consulting company Collective Insights helped with project management and staffing the new CDO department.
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