Bengaluru based information technology (IT) services company Happiest Minds Technologies has executed a digital transformation project for Coca-Cola Bottling Company United, enabling it to streamline its order management using RPA (robotic process automation) in Microsoft Power Automate.
Coca-Cola Bottling Company United (Coca-Cola United) supplies Coca-Cola products directly to retailers and restaurants. However, when the company introduced its new freestyle vending machine, it was challenged to streamline its order and invoicing procedures, the company said in a statement.
The company started using Microsoft Power Automate RPA to advance the strategic freestyle initiative with process automation that matches the individuality and innovation that the product represents.
“It was too costly to create APIs for our legacy applications like SAP and others, and we also had to navigate a third-party website,” said Allan McDaniel, manager of development for BI and Master Data at Coca-Cola United. “We used Power Automate RPA bots to fill these gaps and automate the process.”
Coca-Cola Bottling United collaborated with Happiest Minds to create a master automated service agent they’ve dubbed ‘Asa’ which consists of several bots.
Built on Microsoft Azure and Microsoft Power Platform, ‘Asa’ uses Azure Key Vault to help secure and control passwords and other sensitive data, and it relies on Azure DevOps for continuous integration and continuous delivery (CI/CD).
The new, simplified process switches the dedicated CRM agent, with a customer self-service portal, allowing orders from all channels, such as inbound and outbound call center agents, field service sales representatives at customer sites.
“We avoided having to hire 10 full-time employees. Better still, the existing CRM agent is now free to work on other projects,” McDaniel said.
Using Power Virtual Agents, that allows for the creation of powerful chatbots for answering questions posed by customers and employees, Happiest Minds helped build an intelligent front end for Coco-Cola United. Power Automate was the core product that was used to drive the entire process, and by interoperating with other Azure services, it was able to securely streamline the entire order process in SAP.
“It will dramatically reduce labor costs, minimise the various points of error in our current solution, and will allow us to rapidly expand the local freestyle campaign to better support our customers,” Kaylan Cannon, customer service manager, Coca-Cola United said.
“It has been a very innovative and productive journey for us to work with Coca Cola Bottling Company United to automate their order management with RPA. Happiest Minds always strives to use technology as a tool to enable businesses to accelerate adaption of digital technologies and help modernize and transform their current environment,” Rajiv Shah, chief executive officer, digital business services, Happiest Minds said.
Last month Happiest Minds partnered with cloud-based field force automation platform BeatRoute to solve revenue realisation for the consumer packaged goods (CPG) industry. In March, it became a reseller and partner for identity and access management solutions company, Ilantus Technologies.