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.


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

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"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.

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