Established in 1899 with more than 40,000 employees, this multinational corporation is one of the oldest consumer packaged goods companies. The leader produces and distributes a diverse portfolio of beverages throughout the US, Europe and Asia, with a revenue of more than $23 Billion.
An extensive Customer Service support team handled order processing, tracking and customer updates, but overhead from its Customer Sales Representative (CSR) support operations had begun impacting margins. In addition, order fulfillment was facing delays due to manual inventory processes and a lack of proactive schedules. The lack of a digital channel was also hampering the leader’s customer outreach and causing it to miss sales opportunities.
Wipro deployed a dedicated team to work with the client’s business teams and analyzed the CSR journey to understand and prioritize the platform roadmap. With Adobe Magento as the preferred platform, Wipro quickly developed and deployed a fully functional minimum viable product (MVP) in just three months. This MVP featured a customer-specific product catalogue and enabled the beverage company to onboard more than 500 customers within the one-month pilot launch period. Wipro handled the platform’s complete hosting and maintenance as part of its managed service delivery, which will be scaled to multiple markets.
The solution’s flexible commercial model covered license, application development and maintenance of the portal, allowing the company to adopt an enterprise-grade commerce portal within its budgets. New features such as Bulk Order, Re-order and Quick Order enabled low-touch ordering and contributed to an increase in repeat orders, while delivery scheduling allowed for better container utilization and improved logistics planning. In addition, the new solution enabled the beverage leader to achieve $350,000 in savings per spike season by reducing costs incurred on CSRs.