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Coca-Cola Enterprises Enhances Field Service Efficiency with Twilio SMS and Salesforce Integration
技术
- 自动化与控制 - 人机界面 (HMI)
适用行业
- 水泥
- 消费品
适用功能
- 现场服务
- 产品研发
用例
- 实验自动化
- 库存管理
服务
- 系统集成
- 测试与认证
挑战
Coca-Cola Enterprises (CCE) 是全球最大的独立可口可乐装瓶商之一，在协调欧洲 8 个国家超过 600,000 台冷却器和自动售货机的维修方面面临着重大挑战。该公司主要关注的是为其客户提供一流的服务，其中包括餐馆、咖啡馆、超市和报摊。然而，现有的现场服务管理应用程序存在局限性。当大量客户需要立即帮助时，现场服务代理通常很难快速联系现场技术人员。该系统缺乏效率，团队发现需要一个更简化的流程，使代理能够更有效地与技术人员沟通。
关于客户
可口可乐企业是世界上最大的独立可口可乐装瓶商之一，业务遍及欧洲八个国家。该公司成立于 1993 年，总部位于佐治亚州亚特兰大，每年为超过 1.7 亿消费者制造、销售和分销约 120 亿瓶和罐装产品。超过 600,000 个冷却器和自动售货机对饮料进行冷藏。确保这些机器正常运行并为客户提供优质服务是 CCE 的首要任务。该公司使用基于 Salesforce 构建的现场管理解决方案来安排日常服务呼叫，并且最近将 Twilio SMS 集成到该系统中，以提高沟通和效率。
解决方案
为了应对这一挑战，CCE 的 IT 领导团队决定将通信集成到其现场服务管理应用程序中。他们选择将 Twilio SMS 集成到 Salesforce，这是该公司已经在使用的现场管理解决方案。 Twilio 易于使用的 API、全球 SMS 覆盖范围以及面向快速开发的全面文档使其成为理想的选择。该集成允许代理在 Salesforce 中打开案例、创建工作订单、分配技术人员并确定呼叫的紧急程度。如果呼叫紧急，客服人员可以单击“发送短信”按钮，这将打开短信模板供客服人员编辑和查看。然后将发送的短信记录附加到现有案例中，提供清晰的通信历史记录。在英国 250 名技术人员进行初步测试后，该系统被推广到整个西欧的 650 名技术人员。
运营影响
数量效益
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