Coca-Cola Hellenic

Client

The IT help desk of Coca-Cola Hellenic (CCH, a Coca-Cola bottling company) serves 28 countries in 20 languages. A major part of their daily work involves offering first-level support over phone and e-mail to colleagues in other Coca-Cola operations across Europe, as well as Russia, the ex-Soviet countries and Africa. This case study is about successfully optimizing the work of a numerous international help-desk force by deploying multi-language web-based scripting software on a very large scale.

Objective

Support desk staff are usually young and just starting their work career. At CCH, they had to acquire a sizeable amount of knowledge to work with the complicated legacy ticketing system. This posed one of the biggest challenges for our client: how to help new employees quickly find their way around this complex system. However, CCH were aiming for a comprehensive software solution to make the overall help desk process as efficient as possible. To achieve this, they commissioned Melon to build an optimized, function-centered and intuitive help-desk scripting tool.

Client testimonial

"In my previous position as a service desk specialist in CCH Bulgaria, I used to work with KORS as an operator and editor. My opinion is that the software tool is really helpful because it speeds up the call process and resolution. The Application decreases the time needed for operator training. From an editor’s point of view, all the necessary procedures that have to be provided to the operator are collected in one place, where they are easy to maintain and update."

Zornitsa Nikolova, Service Desk Effectiveness and Standards Specialist

Coca-Cola Hellenic - IS Shared Services

Solution

The task was to develop a tool building on the interactive voice response (IVR) technology and to integrate it with help desk employees’ computer and phone. The system had to recognize the callers, locating them in CCH employee database, and show caller ID and details. This allowed looking up a history of previous calls to help the support person quickly gather the relevant background information. If a caller could not be identified, the tool had to guide help desk staff to the shortest path that leads to identifying the caller (using a script).

Design

Melon’s software solution is the custom call-handling script software, or KORS (Knowledge-Oriented Resolution System), developed using AJAX rich client technology. The system offers a workflow for script approval and publication as well as different user levels, depending on their need and permissions to edit information. This multi-language software supports scripts in 20 languages.

Challenges

With scripts consisting of thousands of steps, meant to handle over 30,000 users, a complex solution such as KORS comes with numerous technical and usability challenges. One of them is to be available through a web interface so that time-consuming deployment on each individual computer can be avoided. Melon's team focused intesively on optimization to reach the desired speed and performance of the web solution.

The design of the end solution allows distributed deployment and scaling out on a load-balanced environment to support the distributed help-desk workforce and save limited and expensive corporate bandwidth.

Results

Melon started working on KORS in the summer of 2008. Initially deployed in two countries, six more were added in the 2nd version.

• With ver. 3, KORS is now implemented in the help desks of a total of 12 countries;
• An efficient and working solution to meet the client's help desk’s needs;
• The tool is now heavily relied on within the company and the client is very happy:
• A long-term partnership that only ended in 2013.
• A significant cut of deployment and maintenance costs for installation on desktop computers.

Client testimonial

"KORS is a fresh, innovative support application that focuses on simplicity and user friendly interface. It brought a significant value while deploying Wave 2 in the countries by decreasing the time to train our country Service Desk colleagues. Currently the tool is helping us transfer the knowledge to first-level support teams in a very structured and organized way. I would like to thank Melon's team for leading our common project in a most professional and friendly manner, as well as for their flexibility, precision, and understanding!"

Iskra Valcheva

Systems Operations and Service Desk Team Leader

Coca-Cola Hellenic - IS Shared Services