About the client

The client is an independent company that supports operations for 70+ bottlers of one of the world’s largest beverages companies and other participating beverage partners in North America. They serve as a single voice for the beverage major’s customers and suppliers through its Customer Business Solutions and Procurement divisions.

The Challenge

The client was facing a tough time managing issues from its huge bottlers network while providing them with business, IT, HR, Finance and Procurement related services. They were in need of a proper case management process in place that would have features like auto-assignment, escalation rules, process automation, real-time visibility and service analytics.

Our Solution

CoreFlex delivered flexible shared services model that brings about operational efficiencies.

• Implementation of Salesforce Case Management to support ITSM processes
• Leading full project lifecycle delivery of robust  ITSM Process – architecture, design, implementation, UAT, training, go-live and post go-live support
• Design and implementation of milestones, counters, and complex SLA scenarios

Results

• Adherence to proposal and plan to deliver ITSM Case Management System
• Launch of ITSM solution across all IT teams, with plans to roll-out to entire organization