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The real thing: our helpdesk solution for Coca-Cola


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  • Category: Retail Digital Transformation Data Foundations and Governance Business Strategy Mobile and Web Development Managed Services UX Research and Design

Coca-Cola Hellenic Bottling Company (Coca-Cola HBC) is the beverage company that operates in 28 countries globally. Its heritage dates back to 1951 and Its portfolio includes numerous iconic brands.

The challenge

Within Coca-Cola Hellenic, the IT help desk is pivotal in providing first-level support to employees across various Coca-Cola operations throughout the EMEA region, primarily through phone and email channels. Notably, many young talents commence their careers at the support desk, presenting the company with a significant organisational challenge: how best to guide new employees in navigating this complex system.

We undertook a commissioned initiative to build optimised, function-driven, and user-friendly scripting software. This endeavour seeks to streamline and enhance Coca-Cola HBC's operational efficiency.

Having a software development project with this team is like driving a Mercedes: You can just sit back and relax. They will take care to identify the smallest processes and technical details you were not aware that you should care about, propose the most optimized route, and will deliver you in full comfort to your endpoint on time.

Gergana Bozhilova - Team Leader, BSS Information Management Team

The strategy

We developed the tool building on interactive voice response (IVR) technology and integrated it with help desk employees’ computers and phones.

The system had to recognize callers, locate them in the CCH employee database, and show caller ID and details. It had to provide a history of previous calls to help the support person quickly gather relevant background information. If a caller could not be identified, the tool had to guide to the shortest path that leads to identifying the caller (using a script).

Our solution was the custom call-handling script software, or KORS (Knowledge-Oriented Resolution System), developed using AJAX rich client technology. The system offers a workflow for script approval and publication as well as different user levels, depending on their need and permissions to edit information. This multi-language software supports scripts in 20 languages.

The outcome

The IT help desk we built for Coca-Cola Hellenic (CCH) serves 28 countries in 20 languages. A major part of its daily work involves offering first-level support over phone and email to colleagues in other Coca-Cola operations across Europe and Africa.

It provides a fresh, innovative support application focusing on simplicity and a user-friendly interface. It brought significant value while deploying Wave 2 in the countries by decreasing the time to train our country Service Desk colleagues.

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