CCEP uses AI to transform shared services

Coca-Cola European Partners elevates support with smarter portal built on ServiceNow, AI, and machine learning.

The world’s largest Coca-Cola bottler Coca-Cola European Partners (CCEP) makes, sells, and distributes some of the world’s best loved drinks to around one million customer outlets across Western Europe. It operates in 13 countries, with more than 22,000 employees.

Consolidating multiple legacy systems
When the company was formed following a merger of three Coca-Cola bottlers in 2016, it inherited multiple disparate systems and legacy technology. Many processes were manual, and up to 90% of the 200,000 annual service desk requests were coming in via email. As Plamen Dinchev, Director of Source-to-Pay explains, “Shared services is a critical part of the company. We needed to dramatically increase digital capabilities to streamline operations and improve efficiency.”

Automating manual processes
The company began its digital transformation in the source-to-pay department. “We use ServiceNow in other areas of the business and have always had a very positive experience,” explains Martha Merk, Associate Director, Business Partner Shared Services at CCEP. “ServiceNow Customer Service Management has all the functionality we need out of the box to streamline services and unlock greater transparency.”

The solution gives agents a standard dashboard to automate case allocation. Leveraging AI and machine learning offers the potential to automatically scan emails and populate request forms. For invoice queries, which make up 40% of all service desk cases, it can establish the status of the invoice automatically without the need for a human touchpoint.

Freeing up resources to generate more value
By adopting more automated processes, agents are free to focus on more complex or valuable activities. Eliminating emails full of unstructured text means they receive concise and relevant information to help them respond to queries faster, ultimately helping users to be more productive.

Setting high standards for other departments
With the source-to-pay department running efficiently and effectively on ServiceNow, the team can demonstrate the value of the solution to other areas of the business.

“We’re looking forward to continuing our journey and celebrating more success with ServiceNow,” adds Plamen. “As well as improving colleague productivity, we’ve got richer insights into our businesses, and can proactively drive efficiencies to stay ahead of the competition in a dynamic market.”

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