Salesforce Services in North America for one of the World's Largest Beverage Company
Delivering IT Services – Support, Enhancements and Development
About client
Founded in 2016, the brand is a leading IT solutions provider for the bottlers of one of the largest beverage companies in the world. The brand offers a series of services that helps its partners optimally run their business, be innovative and people-focused, and develop entrepreneurial services that would help them excel on the big stage. The client serves more than 150,000 orders to over 25,000 unique users and generates revenue worth more than USD 20 billion annually.
The Challenge
The beverage major’s IT service provider delivers IT services for 12 bottlers across North America. The client needed a reliable partner in delivering Salesforce Services for the bottlers who could understand their IT landscape, business functionalities and deliver customized solutions for each bottlers according to their needs. They needed to optimize the CRM platforms of all the bottlers so that they get enhanced visibility and deliver an accelerated and unified order processing as well as elevate end user experience.
Our Solution
CoreFlex came in with its Salesforce expertise to help the client in delivering transformational outcomes to the bottlers.
Some key tenets of our solution were:
- CoreFlex assembled experienced Salesforce certified team to deliver the IT services, for L2 & L3 support of all their Salesforce modules.
- Implemented successful knowledge transition plans and support services takeover in 2022.
- Aligned the CoreFlex team with the client’s IT processes of SLA driven Incident, Problem and Change management.
- Robust governance setup including daily standup, shift hand-over and monthly leadership status connects.
- Implemented weekly connects with all the bottlers to discuss status and address the gaps in the services.
- Created and maintaining the knowledge base articles, standard operating procedure docs
- Implemented full SDLC model – Dev, QA, UAT, Production release & Hypercare support.
Value Added Services
- Deployed AI/ML based search engine for faster resolution of incidents.
- Data integrity and synchronization support between Salesforce and SAP systems.
Results
12
bottlers serviced in North America
98.74%
SLA adherance in handling 1200+ incidents in 2022
150+
Problems tickets handled in 2022
200+
Change Requests handled in 2022
130+
Production deployments for various fixes
3
Hypercare support provided for onboarding 3 bottlers to FSL
190+
defects resolved as part this Hypercare support
58
problems resolved with permanent fixes for 7 key critical issues.
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