Coca Cola Hellenic Bottling Company (Coca Cola HBC) is one of world's largest bottlers for the Coca-Cola Company serving 600M+ consumers in 28 countries across 3 continents. Coca Cola HBC operates a beverage delivery service called Qwell by Valser which started back in 1961.
Customer behaviour is changing fast. Like most CPG companies who use marketplaces or third-parties, Coca Cola HBC lacked purchasing and consumer data in it's Qwell business, didn’t have a clear understanding of their digital channels and couldn’t reach and interact with their consumers directly.
We provided a holistic integrated solution which expanded their Salesforce ecosystem to create a DTC omnichannel, multi-cloud platform, that integrates ecommerce, marketing and service to create a 360-degree view of the customer.
The platform launch consisted of Salesforce Marketing Cloud, Sales Cloud and Commerce Cloud combined with a reliable delivery service, flexible payment instruments, personalisation and subscription options.
Campaigns, automations and subscriptions are easily set up in-house creating a direct relationship with customers and improving the customer experience. The architecture of the Salesforce cross-cloud solution we designed meant they could quickly roll-out the platform to any new market, helping them to grow.
Coca Cola HBC's new DTC platform has increased sales, improved product margins and gives valuable consumer data and insights across the whole customer journey.
The platform focuses on residential customers and small offices with up to 50 employees, 645k small businesses and households served.