Coca-Cola HBC AG
Customer Snapshot: Overview
28 Countries, 136 Brands
As one of the largest bottlers and vendors of Coca-Cola products, Coca-Cola HBC serves 589 million people in 28 countries. When they stepped back for a bird’s eye view of their operations, they realized there was a bottleneck in the sales ordering process. Staffed call centers and on-site sales representatives provided a personal touch, but the company wanted to take sales online to increase efficiency and add another way for customers to interact and purchase products.
Coca-Cola HBC AG
Line of Business
Sales, Supply Chain
UX design services from SAP
Featured Products and Service
UX design services from SAP
Customer Snapshot: History
Customer Snapshot: Business Model
Their geographic footprint expands and extends from as far west as Galway, Ireland, to Petropavlovsk, the easternmost point of Russia. This breadth provides attractive growth opportunities and reduces our dependence on any particular market. Headquartered in Zug, Switzerland, Coca-Cola HBC serves business customers by offering more than 136 brands, including soft drinks, juices, water, and sports and energy drinks.
Customer Snapshot: Success Strategy
Thinking Globally, Acting Locally
In conducting operations across 28 countries, they provide guidance, support and supervision to each operation while placing day-to-day management and operations in the hands of local employees with a deep familiarity of their own country, its business practices and community aspirations. Their presence in established and developing countries provide a stable source of revenues and cash flow, while emerging countries provide significant growth opportunities.
Bring togetherness, spread happiness and inspire a better future– Company Mission
To improve the user experience in your applications, you always need business process experts, user interface experts, and technology experts working closely together. That is really a key success factor to me!— Hristo Enev, Solution Architecture Manager, Coca-Cola HBC
Little did the team suspect how diverse and unique their customer base was. With the new data in, SAP Design Consultants discovered that many businesses preferred ordering late at night after closing time, while others had no internet access on-site and still others prefer cash-only transactions. The data was analyzed and used to create personas as well as user stories that described the typical Coca-Cola HBC customers.
From those profiles, the team was able to create a framework that would fulfill the needs of multiple types of users across all of the companies that Coca-Cola HBC serves.
Enter SAP: The SAP Experience
Translating Data Into Great Design that Works
The DCC team developed the wireframe into a fully functional web shop and so far, end-users are pleased with the newly designed web portal and would not wish for anything else. The design team created an easy-to-use interaction and visual design based on the findings from the workshops, user research, user tests and interviews, creating a completely new way of online shopping. With the newly designed web channel customers can now order online 24/7/365, whenever their needs dictate. The appealing visual design doesn’t just look good – it also offers speedy, error-free, simple ordering.
Given the possibility to order 24/7, to have clarity about available products and invoices… for me the web portal of Coca Cola Hellenic is perfect!— Jan Pína, Manager at Beer Factory & Zephyr
The Customers Knew Best
The new online sales channel has simplified the way orders are placed and empowers customers to place orders on their own schedules. Consulting the end user can sometimes open a Pandora’s box of issues, but in this case, with this team, the decision to simply ask users what they wanted and needed was a calculated risk that really paid off.
Better Business: Benefits
The Customers Have Spoken
When you discover what your customers need, it’s a lot easier to give them what they want. In this case, customers are utilizing the web portal to place their orders, manage their accounts and view order history for greater insights and transparency into their account information.
Better Business: Run Simple
Better Online Order Design
A good system is only as good as its benefit to users. SAP UX Design Services responded to what the customers needed from the system and designed a web portal around their needs. The Run Simple approach has helped Coca-Cola HBC meet their customers needs and keep business running smoothly.
The insights gained from the interviews with customers and creative workshops with our business experts in several pilot countries were essential to deliver easy-to-use interaction design. According to this concept, SAP designers delivered an attractive visual design, which translates our brand and creates a pleasant visual appearance.— Philipa Nikolaeva, BSS Market to Cash Delivery Manager Coca-Cola HBC