CONA Services Launches Refreshed myCoke

Coke One North America (CONA) Services, the premier IT support organization to North America’s 11 largest Coca-Cola Bottlers, is pleased to announce the launch of the refreshed myCoke. myCoke (my-Coke.com) is a next generation digital customer engagement platform where customers can order products, make payments, raise service requests, and receive support – from the web or mobile – anytime, anywhere.

This initiative was led by Samantha Mitchell, Chief Digital Officer, who recently built and stood up the CONA Digital Office (CDO) comprised of a cross-functional and cross-organizational team of product and engineering industry specialists along with a brand-new department that leads and executes digital marketing, insights and analytics, and operations for 11 Bottler storefronts.

The CDO designed their specialized departments to serve as the foundational resources to manage the work in a meaningful and systematic manner to ensure project success. The introduction of the refreshed myCoke platform, that now serves over 220k customer stores, restaurants, and outlets and could not have been completed without the close and collaborative partnership of our Bottlers, The Coca-Cola North America Operating Unit (NAOU), CloudGaia, Coreflex, Fiserv, and Collective Insights.

Our Bottler representatives, who served on workstream working groups and steering committees, were integral to decisions around design and functionality throughout the entire engagement to ensure we delivered a world-class customer experience fit for growth in a digital world.

The CDO and team worked closely with NAOU on strategic implementation, branding redesign, and the distribution of over 500,000 emails to customers prior to the migration. For Freestyle and fountain customers, NAOU has refreshed the existing myCoke site (myCoke.com) with the new look and feel. Each site offers seamless cross-platform integration for easy access to web and mobile applications.

“This is an important growth driver and a valuable opportunity for us,” said Joel Bishop, President of Commercial Leadership for the North America Operating Unit at The Coca-Cola Company. “The dedication and effort from everyone on the CONA team have made a real difference, and I’m looking forward to continuing this journey together to deliver strong leadership and expertise.”

CloudGaia served as the seasoned Salesforce implementation partner that collaborated with our in-house technical and development team to help usher the project over the finish line and executed a smooth transition to Coreflex.

CoreFlex,  is a strategic partner of CONA in the commercial and digital space, working closely with CONA’s product teams across several areas, including Salesforce.com, mobile development, and end-to-end testing. CoreFlex leveraged its Digital Engineering team to build a robust mobile application integrated with Salesforce.com for this initiative. They also defined and implemented a comprehensive testing program, participated in critical data migration efforts, and transitioned the entire platform’s application support to a 24×7 SLA-based program.

Fiserv, a leading global provider of payments and financial services technology, supplied the payment solution, SnapPay, that furnishes various customer and user wallet capabilities for self-service for account invoice payments and various checkout payment options for myCoke customers.

Collective Insights, a business transformation and technology modernization consulting company out of Atlanta, partnered to lead strategic program and project management and organizational change management, and assisted in staffing the new CONA Digital Office team.

To say it takes a village is an understatement and CONA is fortunate to be surrounded by such incredible and skilled partners who were instrumental in bringing the refreshed myCoke to life.

“It was an incredible effort from the team to build and seamlessly implement this program,” said Samantha Mitchell, Chief Digital Officer of Coke One North America. “The successful launch allows us to focus on increasing the scale of the platform by adding additional channels and customer groups through targeted investment to unlock more capabilities for our customers. The CONA Digital Office continues to work with Bottler and NAOU Leadership to accelerate our journey towards achieving our strategic digital and business goals. What the future holds for the North American System is definitely very exciting as we continue to gain momentum!”

CONA remains grounded in unlocking technology to deliver happiness and with this next generation myCoke customer engagement platform, we did just that. By remaining focused on delivering system growth through increased capabilities, our intent is to drive future opportunities to expand services to our Bottlers using insights and data-driven decisions that elevate the overall customer experience.

CONA Services LLC, was founded in 2016 after 10 years of operating as a global process and data standards bottler program. Our vision is to create a seamless world class customer engagement platform that complements our #1 brand and full product portfolio, while delivering value to our customers without borders or barriers between their physical and digital experience.