About the Client

The client is a trusted IT services partner for one of the largest global beverage company’s bottlers across North America. With a strong commitment to digital innovation, they deliver advanced, technology-driven solutions through a unified system designed specifically for bottlers in the region. Their services are focused on enhancing customer experiences, streamlining operations, and improving overall efficiency and agility in a highly competitive industry.

Headquartered in Atlanta, Georgia, the client supports a dynamic user base of over 11,000, optimizing key operational areas such as fleet and inventory management, customer asset tracking, and advanced analytics. As a leading player in the beverage industry, they specialize in supply chain management, with a particular emphasis on the Order-to-Cash cycle—encompassing direct store delivery and full-service vending operations. Through innovative technology and strategic planning, they drive operational excellence, boost performance, and ensure seamless execution across their expansive network.

The Challenge

The IT support team for the client faced several challenges that impacted their ability to effectively address incidents:

• Knowledge Gap: The team heavily relied on the client’s L3 team to resolve issues, particularly those related to data and processes. Due to a lack of system understanding, the support team struggled to provide workarounds within the first hour of incident creation.
• Reporting Limitations: Identifying knowledge gaps within specific functional areas such as Direct Store Delivery (DSD) and Full-Service Vending (FSV), was difficult.
• Limited Understanding of End-User Processes: The support team did not have a comprehensive understanding of the daily operations of business/end users, such as drivers, delivery and warehouse supervisors and managers, leading to difficulties in effectively resolving incidents.
• Communication Delays: Bottlers expected timely discussions with their leads, but delays in communication hindered swift problem resolution, causing further challenges regarding issue resolution.

Our Solution

To address these challenges, CoreFlex implemented a series of structured solutions to close knowledge gaps, enhance communication, and improve incident resolution:

• Addressing the Knowledge Gap: CoreFlex introduced a color-coded tracking system to monitor the resolution of incidents:
  • Green: Resolved by CoreFlex
  • Yellow/Amber: Collaboration required between CoreFlex and other stakeholders
  • Red: Resolved by other stakeholders

  This method enabled CoreFlex to progressively build a thorough understanding of the application and the functionalities (DSD/FSV) withing the order to cash cycle.

• Improved Reporting: A dedicated column for functional areas was added to the incident tracker, allowing CoreFlex support team to identify knowledge gaps and measure the effectiveness of knowledge transfer (KT) in resolving incidents pertaining to the functional areas where lack of knowledge was present.
• Understanding business/end-User Tasks: Regular meetings were conducted with business/end users, including drivers, technicians, and supervisors, to gain a deeper understanding of their operational processes. This helped the team improve the resolution of incidents.
• Involvement in Testing: CoreFlex took part in testing new functionalities and contributed to S/4 HANA upgrades and disaster recovery testing. This hands-on experience further bridged the knowledge gap and improved their grasp of the system, application and processes.

Process flow of mobile solution in DSD/FSV

Results

CoreFlex’s structured approach resulted in measurable improvements:

• Continuous Improvement: The knowledge gap between stakeholders was reduced to 8% by Sept 2024, with a goal to bring it down further to 1-2%.
• Better Process Understanding: Clearly defined functional areas enabled quicker identification and correction of process-related issues.
• Knowledge Sharing: Targeted knowledge-sharing sessions with business/end users helped reduce the knowledge gap to below 5%.
• Enhanced Collaboration: Improved communication and collaboration with both CONA and bottlers increased confidence in CoreFlex’s support capabilities.
• Faster Issue Resolution: Issues are now resolved within 3 hours (MTTR – Mean time to resolution), significantly reducing downtime. Previously, bottlers experienced at least one major issue per month.

Conclusion

Through a focused approach to addressing knowledge gaps and improving communication, CoreFlex enhanced the support provided to the client. By implementing an incident tracking system, conducting regular end-user meetings, and actively participating in testing, CoreFlex reduced delays and improved understanding of key processes. These efforts resulted in faster issue resolution, stronger collaboration with bottlers, and improved operational performance for the beverage major’s North American bottlers.

Get in Touch with Us

Is your organization in need of a reliable, end-to-end IT support system that allows you to focus on your core business strategies? At CoreFlex Solutions, we specialize in streamlining IT operations, reducing downtime, and enhancing overall efficiency.

Let us handle your IT needs so you can drive innovation and growth. Contact us today to discover how our tailored solutions can support your strategic goals.