Twilio > Case Studies > Coca-Cola Enterprises Enhances Field Service Efficiency with Twilio SMS and Salesforce Integration

Coca-Cola Enterprises Enhances Field Service Efficiency with Twilio SMS and Salesforce Integration

Technology Category

Automation & Control - Human Machine Interface (HMI)

Applicable Industries

Cement
Consumer Goods

Applicable Functions

Field Services
Product Research & Development

Use Cases

Experimentation Automation
Inventory Management

Services

System Integration
Testing & Certification

About The Customer

Coca-Cola Enterprises is one of the largest independent Coca-Cola bottlers in the world, operating across eight countries in Europe. Founded in 1993 and headquartered in Atlanta, GA, the company manufactures, sells, and distributes approximately 12 billion bottles and cans to over 170 million consumers annually. The beverages are kept cold in more than 600,000 coolers and vending machines. Ensuring these machines are up and running and providing excellent service to its customers is a top priority for CCE. The company uses a field management solution built on Salesforce to schedule routine service calls and has recently integrated Twilio SMS into this system to improve communication and efficiency.

The Challenge

Coca-Cola Enterprises (CCE), one of the world's largest independent Coca-Cola bottlers, faced a significant challenge in coordinating repairs for over 600,000 coolers and vending machines across eight countries in Europe. The company's primary concern was to provide top-notch service to its customers, which included restaurants, cafes, supermarkets, and newsstands. However, the existing field service management application had limitations. When high-volume customers required immediate assistance, field service agents often struggled to quickly contact technicians in the field. The system lacked efficiency, and the team identified a need for a more streamlined process that would allow agents to communicate with technicians more effectively.

The Solution

To address this challenge, CCE's IT leadership team decided to integrate communications into its field service management application. They chose to integrate Twilio SMS into Salesforce, a field management solution already in use by the company. Twilio's easy-to-use API, global SMS coverage, and comprehensive documentation geared towards rapid development made it an ideal choice. The integration allowed agents to open a case in Salesforce, create a work order, assign a technician, and determine the urgency of the call. If a call was urgent, the agent could click the 'Send SMS' button, which opened an SMS template for the agent to edit and review. A record of the sent SMS was then attached to the existing case, providing a clear correspondence history. After initial testing with 250 technicians in Great Britain, the system was rolled out to 650 technicians throughout Western Europe.

Operational Impact

The integration of Twilio SMS into Salesforce has significantly improved the efficiency of CCE's field service operations. Agents can now quickly and effectively communicate with technicians in the field, leading to faster resolution of urgent cases. The system also provides enhanced record keeping, with a clear history of SMS correspondence attached to each case. This visibility into the handling of repairs has improved the overall management of service calls. Furthermore, the successful initial testing and subsequent rollout across Western Europe demonstrate the scalability of the solution, indicating its potential for further expansion.

Quantitative Benefit

Integration of Twilio with Salesforce was achieved in just 1 day by 1 developer
The system was initially tested with 250 technicians in Great Britain before being rolled out to 650 technicians across Western Europe
The integration has led to faster resolution of urgent cases