San Francisco, CA, USA, Feb. 11, 2021 -- Salesforce (NYSE: CRM), a global provider 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 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.
This implementation marks the first step of a multi-year partnership with Salesforce as CONA begins to roll out Consumer Goods Cloud to contact center associates and reimagines the relationship between Coca-Cola bottlers in North America and customers at every step of the journey.
"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."
Veronica Silva Cusi, news correspondent
Salesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
Published: Friday, February 12, 2021
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