SAN FRANCISCO, Feb. 11, 2021 /PRNewswire/ -- Salesforce (NYSE:
CRM), the global leader in CRM, today 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.
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.
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."
ABOUT CONA
CONA Services, LLC is an IT services company for the North American
Coca-Cola bottling business. CONA provides our participating
bottlers a common set of processes, data standards, manufacturing
and customer solutions. The CONA system process $24 billion of revenue a year, more than 160,000
sales orders and in average 30,000 users per day. CONA works with
the bottlers to optimize the use of CONA process and solutions and
create business growth, but also to renew our landscape in an
agile, flexible delivery model. CONA is a Strategic Partner of the
North America Coca-Cola Bottler System.
ABOUT SALESFORCE
Salesforce, the global CRM leader, empowers companies of every size
and industry to digitally transform and create a 360° view of their
customers. For more information about Salesforce (NYSE: CRM),
visit: www.salesforce.com.
Any unreleased services or features referenced in this or other
press releases or public statements are not currently available and
may not be delivered on time or at all. Customers who purchase
Salesforce applications should make their purchase decisions based
upon features that are currently available. Salesforce has
headquarters in San Francisco,
with offices in Europe and
Asia, and trades on the New York
Stock Exchange under the ticker symbol "CRM." For more information
please visit https://www.salesforce.com, or call
1-800-NO-SOFTWARE.
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SOURCE Salesforce