Automating Coca-Cola Equipment Services Requests

Coca-Cola Bottlers’ Sales & Services (“CCBSS”) is a business services organization that provides finance, human resources and contact center operations services to Coca-Cola bottlers throughout North America.  Historically a business unit within Coca-Cola, CCBSS was spun out as an independent unit in tandem with their new independent bottler initiative.

features

Secure Equipment Service Requests

Equipment Scanning

The Equipment Repair Request app enables bottler employees to scan the barcode on any piece of Coke equipment using their mobile device’s built-in camera.  Users can also type in the equipment’s serial number or even upload a photo of a barcode sent to them by another employee or even the customer.

Geolocation

The app also provides an easy means of locating equipment – via their mobile device’s geolocation signal.  Bottler staff simply tap ‘Find by Outlet’ and the app lists all customer locations within their immediate vicinity.  The user can expand their search radius, modify search parameters and even view customer locations on a map.  The app will list all Coke equipment at any location and streamline a service request.

Placing Service Requests

Regardless of the means by which the user locates Coke equipment, the service request form is the last step of the process.  CCBSS staff tap in service request inputs such as the reported problem, customer contact information and available service hours and the app handles submission of the service request AND kicks off the workflow of dispatching service staff and service tracking.  CCBSS staff can then provide a service ticket to their customer and the ability to look up submitted tickets for follow-up.

results

final product

“You want support from partners who are agile, insightful, and savvy. That’s what we get with Mercury. As a result, we lean on them heavily, whenever possible.”
Terrence Gee
Chief Information Officer

Built Using

"Modernizing Coca-Cola Bottlers’ Sales & Services through applications like the equipment repair system has allowed us to begin delivering Services to our Business at a speed not previously possible without the help of MercuryWorks."
Mark Dunkerley
Sr. Manager,
IT Architecture and Systems

Built Using

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Service Requests

The new platform forms an integrated whole that shares components and information internally, with enterprise systems managed by Coca-Cola and collaboration outlets shared with each bottler.  Following the initial rollout of the digital service platform to address the equipment repair area, provision of additional service request types in domains like finance and human resources have been rolled out to bottlers.  The mission-critical system has resulted in the fulfillment of nearly 100,000 service requests and allows millions of consumers to Taste the Feeling of Coca-Cola daily.

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