Streamlining Coca-Cola Customer Equipment Requests

Coca-Cola Bottlers’ Sales & Services (“Coke Bottlers”) is a business services organization that provides finance, human resources and service/contact center operations services to Coca-Cola bottlers throughout North America.

The Coca-Cola Bottlers’ Sales & Services organization sought a means to raise their level of service to managers of stores, restaurants and other businesses (“Clients”) needing repairs and changes to their official Coca-Cola equipment. Equipment like coolers and fountain machines often require service and repairs; Coke Bottlers needed a digital means to place requests, reducing cycle time and lessening scheduling effort.

MercuryWorks teamed with Coke Bottlers to design and develop a progressive web application (PWA) to be available to all Coca-Cola Clients. This new self-service application utilizes cloud-centric technology, a modern web interface to make request entry a breeze and both barcode and QR code scanning for instant equipment lookup.

The new Coke Bottlers application not only provides an easy service request vehicle but also Client notifications of placed requests (with SLA!) and a view of submitted requests and status. A powerful administrative system on the Coke Bottlers’ end provides reporting on system activity and management of key data.

features

Streamlined Service Requests

Equipment Scanning

The Equipment Repair app enables Clients to scan the barcode on any piece of Coke equipment in their establishment using their computer or mobile device’s camera. Clients can also type in the equipment’s serial number or even upload a photo of a barcode to identify their specific piece of equipment.

Easy Equipment Lookup

The Coke Bottlers service app also provides an easy means of locating equipment – via their phone number, address or Coca-Cola account number. Bottler staff simply click or tap their preferred means of search and the app equipment at their location. The app will list all Coke equipment at their establishment and streamline a service request on desktop, tablet or phone.

Placing a Service Request

Regardless of the means by which Clients locate their Coke equipment, the service request form is the last step of the request process. Clients fill out a streamlined request input form and the app handles submission of the service request AND kicks off the Coke Bottlers’ service dispatch workflow. Clients receive an SLA, confirmation email and tracking number for real-time status updates.

“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

For iPhone app construction using native Swift and Cocoa coding. Full native Xcode development provides a higher level of fidelity and code tuning that hybrid solutions like Cordova cannot match. Proximity notification and mapping are two key capabilities the Shine app needed to optimize.

For native Android development in Google’s Android Studio IDE. Again full native and bypassing development options such as Cordova was the right route to provide Coca-Cola Beverages Florida field staff with the app experience they were looking for.

AngularJS was coupled with .NET for admin and reporting single page app (SPA) suite. The rich SPA enabled rapid addition, editing and sunsetting of Shine route surveys as well as reporting (with Excel download) of real-time data as it came in from the field.

Provides database storage, web app, authentication and web services. Azure provides an ideal solution for back end mobile applications with a multi-data center Platform as a Service (PaaS) cloud solution that requires extremely little oversight.

"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

Powerful Administration and Reporting

The Client-facing equipment service request application is but one part of a larger system. Back-end integration with Coca-Cola systems of record log service requests and commence the dispatch and service provision process. In addition to the internal integration, back-end administrative capabilities enable Coke Bottler staff to update SLAs levels in real-time, update privacy policies and control regional access to the Client-facing application.

In-depth reporting enables Coke Bottlers’ staff to ascertain what Clients are accessing the system, review overall volume and make updates to logged requests. This 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.

Built Using

The React JavaScript frameworks provide the UI base for the entire system, providing rapid and smooth data fetching, storage and screen painting. React drives both the desktop and mobile solution for a smooth single page application experience.

The Node.js JavaScript framework provides the system’s server-side framework for API endpoints including secure interchange, serverless execution and is coupled with OpenAPI/Swagger for service tier documentation.

Provides a robust data storehouse and query platform to store outlet data, equipment data and service request content.  In-cloud SQL Server was used to provide instant scalability and rapid querying.

Provides database storage, web app, authentication and web services. Azure provides an ideal solution for back end mobile applications with a multi-data center Platform as a Service (PaaS) cloud solution that requires extremely little oversight. Azure Active Directory powers cloud-based authentication and authorization layer for all applications in the system.  User-facing code bases implement Microsoft’s ADAL JavaScript package for user and API security; B2B security features empower independent bottlers to control user identities while Coke BSNA retains control over their data.

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