Coca Cola’s Global Mobility Solutions Q&A with Matt Allington, Business Process Lead, Coca-Cola          Field Service & W...
interested bottlers and we took that as the basis of our requirements. Wethen took those requirements and went through an ...
What is the value in attending the Field Service Management 2011conference?Matt: I guess what I’ve learned over the years ...
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Coca Cola’s Global Mobility Solutions

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Customer Management IQ speaks to Matt Allington, Business Process Lead at Coca Cola on the sales force automation, selecting suppliers and the future of their global mobility solutions.


Matt Allington will be speaking at the Field Service Management 2011. For more information about this event, please visit www.fsmaustralia.com.au or call +61 2 9229 1000 or email enquire@iqpc.com.au

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Coca Cola’s Global Mobility Solutions

  1. 1. Coca Cola’s Global Mobility Solutions Q&A with Matt Allington, Business Process Lead, Coca-Cola Field Service & Workforce Mobility 2011Now in it’s third year, FSM 2011 is undoubtedly the most established eventdelivering value to the Australasian service industry. By attending FSM 2011,you’ll discover strategies being developed to optimise productivity, efficiencyand customer service that will enable you to find benefit for your organisationField Service & Workforce Mobility Summit, the leading service event, hasfirmly secured its place on the service industry’s calendar, highlighting howimportant the in-depth discussions are for you to drive the continualimprovement of your field services and workforce mobility.This market-leading forum is committed to meeting your needs and in its thirdyear for 2011 is already recognised as the ‘go-to’ event for Australian serviceorganisations.Customer Management IQ: How are you developing your globalmobility solution at Coca-Cola?Matt: Well, historically, the bottlers and the Coca-Cola Company haveworked on their own, and they built point solutions that meet their specificneeds. And that turned out to be a very expensive (and slow) way to developsales force automation. So in 2008, we decided to find our strategic partnerto work with us - an expert in the consumer packaged goods industry andmobility - to help us build a global template that we could then take anddeploy around the world. Since then, we’ve put together a global team ofbusiness and IT experts. And we’re working together to build this globaltemplate that can then be configured and deployed in individual franchisebottlers around the world.Customer Management IQ: How did you identify your needs forsales force automation and select your supplier to take the projectforward?Matt: We went through a very extensive requirements gathering process andstarted off by meeting with interested franchise bottlers. We had a number ofworkshops, we had questionnaires, and we gathered information from these
  2. 2. interested bottlers and we took that as the basis of our requirements. Wethen took those requirements and went through an extensive vendorevaluation process, where we looked at the vendors in the industry and foundsomeone that we thought could best deliver on our needs, and through thatprocess we selected our vendor of choice.Customer Management IQ: Can you highlight the benefits andchallenges of delivering a single global mobility platform?Matt: There’s definitely benefits and lots of challenges of trying to developsuch a global template as the one that we’re working on. Some of thechallenges include the spread of our team - we spread over 6 time zonesaround the world, and so that creates its own unique issues, we’re trying towork with people getting face time and being effective working together. Butthe benefits are there because over the last 10 years, we spent tens ofmillions of dollars as an independent franchise bottlers in the Coca-ColaCompany, and today we’re still not where near best in class. So the benefitsfor us to pull our resources and expertise to come up with one solution thatmakes the needs of the bottlers around the world.Customer Management IQ: What are your expectations andbusiness goals once you deploy the sales force automation? Any KPIs?Matt: We don’t have any KPIs as such for the particular project as far as ouruptake by bottlers and those sort of things. Having said that, we have noshortage of bottlers that are interested to work with us and to deploy thesolution. The most important thing that we work on at the moment is to getour pilot programme up and running, which is due to go live in November thisyear. Once we have that running, we then have a good platform to bringbottlers from around the world and show them what we’ve done. And out ofthat will come the interest to deploy – more broadly around the world.Customer Management IQ: What’s the next stage for sales forceautomation and workforce mobility at Coca-Cola?Matt: Well, in our current stage in the project, we’ve just finished buildingrelease 1, and as I just said we’re about to go to pilot. Next year we’ll befocusing on building release 2, which will deliberate a complete set ofsoftware to cover all of the processes for sales force automation. We’vealready started work with the same partner/supplier in doing direct storedelivery and applications. That means that we’ll be able to create hybrid rolesbetween our sales force and delivery field force and in to the future; and thenmoving forward, we’re also looking at other low-cost devices that can be usedin some of their markets where the cost of technology is high, versus the costof the labour.
  3. 3. What is the value in attending the Field Service Management 2011conference?Matt: I guess what I’ve learned over the years is that success in the fieldcomes not from the technology, but from the way you execute thoseprocesses in technology; and so, I’ve worked on developing my network ofcontacts with industry over the years and we can learn from each other – in anon-compete way - because it’s all about how you execute in the field. MATT ALLINGTON – Business Process Lead, Coca-Cola Customer Management IQ: Can you tell us a bit about yourself? I’ve been in the field sales industry for some 20 years now. I started with Coca-Cola back in 1989. My first role was a sales rep, and out of the route trade and field salestechnology was very basic back in those days. I spent the last 15 yearsworking in sales, working through key account and other sales managementroles; and then about 5 years ago I moved into the IT side of the business,mainly focusing on IT solutions for sales force.

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