Salesforce announced that Coca-Cola bottlers in North America have selected Salesforce to digitally transform its contact center and field service operations.
The largest bottlers of the Coca-Cola system in the US —through their 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 their territories and provide a 360-degree view of the customer.
CONA will use the Salesforce platform to provide participating bottlers a common set of processes, data standards and IT solutions to effectively manage their operations. North American bottlers will be able to connect their contact centers with field service operations and better serve their customers. 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 can deliver an omni-channel 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 Consumer Goods Cloud to over 1,100 contact center associates and reimagines the relationship between Coca-Cola bottlers in North America and customers at every step of the journey.