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 focus on digital innovation, they provide cutting-edge solutions through a unified system tailored specifically for bottlers in the region. Their services are designed to enhance customer experiences and streamline operations, ensuring greater efficiency and agility in a highly competitive industry.

Headquartered in Atlanta, Georgia, the client supports a diverse user base of over 11,000 individuals, spanning key areas such as supply chain management—including the entire Forecast to Deploy cycle—plant maintenance, fleet management, inventory management, customer asset management, and advanced analytics. These solutions play a crucial role in optimizing bottler efficiency and driving operational excellence within the beverage industry.

The Challenge

The client’s bottling operations are vast, spanning 11 bottlers, including 6 new ones that went live in September 2024. With 1,800 technicians using the system and plans to onboard a total of around 3,000. Efficient plant maintenance is critical. The technicians rely on a mobile solution integrated with back-end systems like SAP and a data hub, using OSAPIENS Plant Maintenance and fleet management to keep everything in sync.

However, several challenges emerged:

• Knowledge Gap: The CoreFlex team struggled to fully understand logs from SAP and queues in the data hub, while onboarding new bottlers.
• Layered Support Structure: CoreFlex managed L1 and L2 support, with L3 handled by a 3rd party and the client, and L4 support with OSAPIENS, creating priority ambiguousness in resolving issues.
• Communication Hurdles: While bottlers preferred to address issues when time allowed, CoreFlex had to be proactive, ensuring continuous communication with stakeholders and coordinating closely with the solution team which is Osapiens.

Our Approach

To overcome these challenges, CoreFlex implemented several strategic initiatives:

• Bridging the Knowledge Gap: CoreFlex PM team worked closely with the Osapiens DSD/FSV support team and the client team to ensure all critical knowledge was shared about support process and operational activities. Daily calls were scheduled during U.S. morning hours to engage with bottlers and resolve issues as they arose post-rollout.
• Active Involvement in Testing: CoreFlex participated in testing new functionalities, including the S/4 HANA upgrade and disaster recovery testing. The team is involved in release testing as well. This hands-on involvement provided deeper insights into the system and improved the team’s understanding of the platform.
• Proactive Communication: CoreFlex stayed on top of communication, regularly following up with both the solution team – Osapiens to ensure all parties were aligned and issues were resolved efficiently.

Results

CoreFlex’s proactive approach and focus on learning led to impressive outcomes:

• Knowledge Gap: By leveraging resources and enhancing collaboration, CoreFlex steadily closed the knowledge gap, improving system support capabilities.
• Zero Priority 1 (P1) and Priority 2 (P2) Incidents: In the past one years, CoreFlex has maintained an exemplary record, with no P1 or P2 incidents, showcasing their problem-solving skills and dedication to continuous improvement while roll-out of the mobile solution is in progress for different bottlers and new locations.
• Stronger Relationships: The continuous collaboration and knowledge-sharing efforts strengthened trust and confidence with both the client and the bottlers, ensuring smoother operations across all levels of support.

Conclusion

CoreFlex’s strategic approach to support for the client’s Plant Maintenance operations has set a new standard for efficiency and problem resolution. Through proactive knowledge-sharing, hands-on involvement in system testing, and consistent communication, CoreFlex has successfully delivered seamless support, reducing critical incidents to zero and ensuring operational excellence for the bottlers of the global beverage company.

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.