CONA Services LLC will leverage Salesforce’s Consumer Goods Cloud to enable profitable growth and deliver personalized B2B customer experiences
Salesforce, the global leader in CRM, announced that Coca-Cola bottlers in North America have partnered with 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.
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With Salesforce, CONA will 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 deeply connect their contact centers with field service operations and better serve their customers so they can generate profitable growth. 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 now 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.
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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.
COMMENTS ON THE NEWS
“The decision to move to Salesforce Consumer Goods Cloud makes sense for CONA. Providing a 360-degree view of the customer, Consumer Goods Cloud gives our bottlers a shared view of every customer interaction, increasing productivity, removing waste and simplifying our systems landscape. Consumer Goods Cloud supports our retail execution processes and delivers on the omni-channel customer experience,” said Reinhard Meister, Chief Executive Officer, CONA Services LLC.
“Coca-Cola and CONA rely on grocery stores, restaurants, sports stadiums and more to represent their brand and deliver their products to consumers,” said Parker Harris, co-founder and CTO, Salesforce. “We’re proud to work with Coca-Cola bottlers to help them build even closer relationships with merchandisers, streamline contact center operations, and ultimately, power their digital transformation.”
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