Streamlining Coca-Cola Customer Equipment Requests
Coca-Cola Bottlers’ Sales & Services (“Coke Bottlers”) provides services including service center operations throughout North America, utilizing tools like the Coke Service app
Coke Bottlers needed a digital means to place requests, reducing cycle time and lessening scheduling effort. MercuryWorks designed and developed a progressive web application (PWA) to be available to all Coca-Cola Clients. A powerful administrative system on the Coke Bottlers’ end provides reporting on system activity and management of key data.
The Coca-Cola Bottlers’ Sales & Services organization sought a means to raise their level of service to managers of stores, restaurants and other businesses (“Clients”) needing repairs and changes to their official Coca-Cola equipment. Equipment like coolers and fountain machines often require service and repairs; Coke Bottlers needed a digital means to place requests, reducing cycle time and lessening scheduling effort.
MercuryWorks teamed with Coke Bottlers to design and develop a progressive web application (PWA) to be available to all Coca-Cola Clients. This new self-service application utilizes cloud-centric technology, a modern web interface to make request entry a breeze and both barcode and QR code scanning for instant equipment lookup.
The new Coke Bottlers application not only provides an easy service request vehicle but also Client notifications of placed requests (with SLA!) and a view of submitted requests and status. A powerful administrative system on the Coke Bottlers’ end provides reporting on system activity and management of key data.
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 a client establishment whether on laptop, 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.
Other Key Highlights
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-depth reporting enables Coke Bottlers’ staff to ascertain what Clients are accessing the system, review overall volume, make updates to logged requests and optimize overall workflow.
Real-Time Information Updates
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.
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.
"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."
Sr. Manager, IT Architecture and Systems
Behind The Curtain
C#, Entity Framework and the .NET Core were used to implement all business logic and data marshaling for the application. Enterprise authentication practices and Core tie-ins provide a locked-down and robust security platform.
Provides a robust data storehouse and query platform to store all enterprise data, marshal data for integration and provide a source to the app’s API tier. In-cloud SQL Server was used to provide instant scalability and rapid querying.
Provides database storage, web app, authentication and web services. Azure provides an ideal solution for back end mobile applications with a multi-data center Platform as a Service (PaaS) cloud solution.