The company’s Consumer Goods Cloud solution will be deployed by the bottler’s IT shared services provider CONA Services


Salesforce Tower in New York City. (Credit: Whoisjohngalt/

Salesforce said that Coca-Cola bottlers in North America will use its Salesforce Consumer Goods Cloud for digitally transforming their contact centres and field service operations.

The Coca-Cola bottlers, through their IT shared services provider CONA Services (Coke One North America), will deploy the cloud solution for optimising operations at contact centres in their territories. The bottlers will also use the Salesforce Consumer Goods Cloud for offering a 360-degree view of the customer.

CONA Services CEO Reinhard Meister said: “The decision to move to Salesforce Consumer Goods Cloud makes sense for CONA. Providing a 360-degree view of the customer, Consumer Goods Cloud gives our bottlers a shared view of every customer interaction, increasing productivity, removing waste and simplifying our systems landscape.”

Salesforce will help CONA in giving a common set of processes, data standards, and IT solutions for the participating bottlers. These will help them handle their operations effectively, said the cloud-based software company.

According to Salesforce, Coca-Cola bottlers in North America can deeply connect their contact centres with field service operations and better cater to their customers by deploying the cloud solution. This will give visibility into field service operations for contact centre agents while ensuring that all the customer interactions are available across the platform.

Besides, Salesforce’s Consumer Goods Cloud will enable the bottlers to monitor customer performance metrics. These include tracking the time spent by agents on customer cases for equipment service as well as inquiries on customer service.

The company claimed that the Coca-Cola bottlers can now provide an omnichannel experience that will help stores to place an order by not just phone or with their sales representative, but also via B2B bottler commerce sites.

Salesforce co-founder and CTO Parker Harris said: “Coca-Cola and CONA rely on grocery stores, restaurants, sports stadiums and more to represent their brand and deliver their products to consumers.

“We’re proud to work with Coca-Cola bottlers to help them build even closer relationships with merchandisers, streamline contact centre operations, and ultimately, power their digital transformation.”

Earlier this month, Salesforce was selected by Ferguson, a US plumbing supplies and HVAC equipment distributor, to power its digital transformation through its Salesforce Customer 360 Platform.