Coforge gives global coffee chain an IT makeover, delivers seamless support across regions
Overview.
Founded in 1971, acquired by Coca Cola in 2018, the client is a strong 18,000+ employees, multi-channel & geography coffee store chain operating with 3,400 stores in 31 countries. There was a need for a unified service delivery model. Coforge replaced a fragmented system with a centralized service desk, omnichannel access, and AI-powered features, bringing uniformity and consistency to operations.
The highly fragmented current landscape and service delivery model has resulted in poor user experience, delays, lack of visibility of requests, and operational inefficiencies. There was a need for a unified service delivery model capable of delivering seamless support across regions
Solution
We set up an all-region centralized service desk as a single point of contact.
Built omnichannel access by integrating processes and systems to transform the fragmented landscape into a seamless, modern service delivery model
Enabled advanced virtual assistance with chat & call-back scheduling features to improve real-time engagement
Field services leveraged augmented reality for faster remote issue resolution.
AI-based Virtual Assistant (Coforge Amyra) for self-service and deployed a centralized knowledge base covering 90% of topics
Implemented a centralized Endpoint Management based on a combination of SCCM and Intune for improved visibility, management, and control.
The Impact
Reduced Average Handle Time (AHT) and Increased First Contact Fix (FTF) rates.
Created standard processes & SOP which brought uniformity and consistency to operations
Improved user experience by introducing initiatives such as self-service options, call-back services, virtual assistants, and augmented reality-based support
To learn more about our winning strategies and offerings, visit RetailAndCPG@coforge.com