Coca-Cola Bottlers Inks Deal to Digitally Transform its Contact Center, Field Services


Coca-Cola bottlers in North America has partnered with Salesforce to digitally transform its contact center and field service operations. The largest bottlers of the Coca-Cola system in the US — through its IT Shared Services Provider CONA Services LLC (Coke One North America) — will deploy Salesforce Consumer Goods Cloud to help streamline operations at contact centers across its territories and provide a 360-degree view of the customer.

"The decision to move to Salesforce Consumer Goods Cloud makes sense for CONA. Providing a 360-degree view of the customer, Consumer Goods Cloud gives our bottlers a shared view of every customer interaction, increasing productivity, removing waste and simplifying our systems landscape. Consumer Goods Cloud supports our retail execution processes and delivers on the omnichannel customer experience," said Reinhard Meister, chief executive officer, CONA Services LLC.

CONA will provide participating bottlers a common set of processes, data standards and IT solutions to effectively manage their operations. North American bottlers are expected to be able to deeply connect their contact centers with field service operations and better serve their customers so they can generate profitable growth. This will give contact center agents visibility into field service operations, whilst making all the customer interactions available across the platform.

Consumer Goods Cloud also allows Coca-Cola bottlers in North America to track customer performance metrics, including the time that agents spend on customer cases for both equipment service and customer service inquiries. Coca-Cola bottlers in North America aim to now deliver an omnichannel experience that enables stores to place an order not only via phone or with their sales rep, but also through B2B bottler commerce sites.

This implementation marks the first step of a multi-year partnership with Salesforce as CONA begins to roll out the solution to over 1,100 contact center associates.

CONA Services, LLC is an IT services company for the North American Coca-Cola bottling business. CONA provides its participating bottlers a common set of processes, data standards, manufacturing and customer solutions. The CONA system process $24 billion of revenue a year, more than 160,000 sales orders and in average 30,000 users per day. CONA works with the bottlers to optimize the use of CONA process and solutions and create business growth, but also to renew its landscape in an agile, flexible delivery model. CONA is a Strategic Partner of the North America Coca-Cola Bottler System.