Coca-Cola Bottling Company UNITED, Inc., founded in 1902 and headquartered in Birmingham, Alabama, is the third-largest bottler of Coca-Cola products in the United States and the largest privately held Coca-Cola bottler employing more than 10,000 employees.
Challenge
Coca-Cola United has a long history of supplying Coca-Cola products directly to retailers and restaurants. But when Coca-Cola introduced its new Freestyle vending machine, Coca-Cola United, a privately owned company that isn’t owned by Coca-Cola, was challenged to streamline its order and invoicing procedures. It rose to the occasion quickly, using Microsoft Power Automate RPA. Coca-Cola United is advancing the strategic Freestyle initiative with process automation that matches the individuality and innovation that the product represents.
Integrator
Happiest Minds is a digital transformation IT consulting & services company focusing on Big Data, Analytics Cloud, Mobility & Security for better business decisions and to create a better customer experience. It is headquartered in Bangalore, India with operations in the U.S., UK, Canada, Australia, and the Middle East.
Solution
Desktop flows in Power Automate automates repetitive processes in Windows and web applications – a perfect fit for high-volume but mundane data entry and transfer. Coca-Cola Bottling Company United collaborated with Happiest Minds to create a master automated service agent they’ve dubbed “Asa,” which consists of several bots. Built on Microsoft Azure and Microsoft Power Platform, “Asa” uses Azure Key Vault to help secure and control passwords and other sensitive data, and it relies on Azure DevOps for continuous integration and continuous delivery (CI/CD).
The new, simplified process frees the dedicated CRM agent, allowing orders from all channels, such as inbound and outbound call center agents, field service sales representatives at customer sites, and via a customer self-service portal.
Using Power Virtual Agents, Happiest Minds helped the company developed a bot that served as an intelligent front end to the new solution. Power Automate was used to drive the entire process. And by interoperating with other Azure services, such as Azure Key Vault, the system was able to securely access both internal and external systems and orchestrate the entire order process, from purchase order to reconciliation, in SAP.
Testimonial
“We are very excited about this solution. It will dramatically reduce labor costs, minimize the various points of error in our current solution, and will allow us to rapidly expand the local Freestyle campaign to better support our customers.”
Kaylan Cannon, Customer Service Manager, Coca-Cola Bottling Company United
