Saleforce.com Inc. (NYSE:CRM) has announced a partnership with Coca-Cola Bottles in North America to transform its field service and contact center operations digitally.
Coca Cola bottlers in North America to deploy Salesforce Consumer Goods Cloud
According to the partnership, the largest Coca-Cola system bottlers in the US will deploy Salesforce Consumer Goods Cloud through their IT shared Services Provider CONA Services North America. This will help streamline operations at its contact centers across their territories and offer a 369-degree customer view. Most importantly, CONA with Salesforce will offer participating bottlers a common data standard, IT solutions, and processes set for effective operations management. As a result, North American bottlers will now connect field service operations with contact centers and serve customers to generate profitable growth. Following the deployment, contact center agents will now have visibility of field service operations while at the same time availing interactions with customers across the platform.
The Consumer Good Cloud also enables Coca-Cola Bottlers North America to monitor customer performance metrics, including time spent in customer cases for customer services and equipment service inquiries. Therefore Coca Cola bottlers North America can deliver an Omnichannel experience enabling stores to make orders through phone, sales representatives, and B2B bottler commerce sites.
CONA commences rolling out of Consumer Goods Cloud
It is important to note that this implementation will be the first step in the multi-year partnership between Salesforce and the company. Already CONA has started rolling out Consumer Goods Cloud to its over 1,100 contact center associates. Also, CONA is reimagining Coca-Cola Bothers North America’s relationship with customers in the implementation journey.
CONA Services LLC CEO Reinhard Meister indicated that the decision to shift to Salesforce Consumer Goods Cloud is a good idea. It will help offer a 360-degree view of customers, increase productivity, do away with waste, and simplify the system. Meister said that the Consumer Goods Cloud supports the company’s retail execution processes and offers an omnichannel experience.