How Coca-Cola Transformed Operations with ServiceNow

Coca-Cola, one of the world’s most iconic brands, has always been a pioneer—not just in creating refreshing beverages but also in adopting cutting-edge technology. As global markets grew more complex and consumer expectations soared, Coca-Cola turned to ServiceNow to revolutionize its operations.
The results? A story of transformation, efficiency, and substantial financial gains that continues to inspire businesses worldwide.

Reinventing Supply Chain Operations

Coca-Cola’s supply chain is a marvel of global logistics, but even a system of this magnitude isn’t immune to inefficiencies. Manual tracking, miscommunication, and delays were common culprits of operational slowdowns. Recognizing the need for change, Coca-Cola deployed ServiceNow’s Supply Chain Operations Management module to automate and optimize its logistics.

Before ServiceNow:

• Shipments delayed due to manual coordination.
• High operational costs due to inefficiencies.
• Limited visibility into supply chain bottlenecks.

After ServiceNow:

• Shipment delays reduced by 30%.
• Annual logistics costs slashed by $5 million.
• Real-time tracking enabled faster issue resolution and stronger supplier relationships.

Here’s how Coca-Cola’s supply chain evolved:

By embracing predictive analytics and automation, Coca-Cola transformed its supply chain into a well-oiled machine, ensuring timely delivery and cost efficiency at every stage.

Transforming IT Infrastructure

Coca-Cola’s IT ecosystem supports a vast array of functions, from vending machine telemetry to data-driven marketing campaigns. However, fragmented workflows and outdated systems led to frequent outages and rising maintenance costs. Enter ServiceNow’s IT Service Management (ITSM) and IT Operations Management (ITOM).

Key Outcomes:

• Downtime reduced by 40%, saving $8 million annually.
• Incident resolution time halved, improving end-user satisfaction.
• IT teams redirected their focus toward strategic initiatives, accelerating the company’s digital transformation.

The centralized IT management system became the backbone of Coca-Cola’s tech-driven initiatives, ensuring stability and scalability in a competitive landscape.

Streamlining Financial Workflows

Managing finances for a global powerhouse like Coca-Cola is no small feat. With operations spanning over 200 countries, inefficiencies in invoice processing and compliance management were eating into the company’s bottom line. Coca-Cola turned to ServiceNow’s Finance Operations Management module for a much-needed overhaul.

Results:

• Invoice processing times cut by 70%, saving $4 million annually.
• Automated compliance checks ensured 100% regulatory adherence.
• Enhanced financial transparency empowered faster and more accurate decision-making.

The digitization of financial processes not only reduced costs but also positioned Coca-Cola to respond swiftly to market opportunities.

Elevating Employee Satisfaction

Coca-Cola’s workforce of over 700,000 employees is its most valuable asset. Yet, the traditional methods of handling HR queries and onboarding were cumbersome and inefficient. By implementing ServiceNow’s HR Service Delivery module, Coca-Cola redefined the employee experience.

Improvements:

• HR case resolution times reduced by 60%.
• $2.5 million saved annually in HR operational costs.
• Employee satisfaction scores increased by 25%, boosting retention and morale.

Whether it was simplifying payroll queries or streamlining onboarding, ServiceNow empowered Coca-Cola to focus on what mattered most: its people.

Revolutionizing Customer Service

In an era where customer loyalty is king, Coca-Cola recognized the importance of fast and personalized service. ServiceNow’s Customer Service Management (CSM) module played a pivotal role in addressing customer concerns efficiently and effectively.

Transformative Results:

• Issue resolution time decreased by 35%.
• Customer satisfaction scores rose by 20%.
• Retained key accounts, adding $10 million in annual revenue.

The Big Picture: Financial and Operational Impact

Coca-Cola’s adoption of ServiceNow yielded:

• Over $30 million in annual savings across operations.
• A 40% improvement in system uptime.
• Streamlined workflows across supply chain, IT, finance, HR, and customer service.

By centralizing operations on a single platform, Coca-Cola not only enhanced efficiency but also set the stage for continued innovation and growth.

Why Coca-Cola’s Story Matters

Coca-Cola’s journey with ServiceNow underscores the transformative power of technology. It’s a reminder that even the most successful companies can benefit from rethinking their operations. Whether it’s cutting costs, improving employee satisfaction, or delivering exceptional customer service, the results speak for themselves.

Ready to Write Your Success Story?

Coca-Cola’s achievements offer a blueprint for any organization seeking to modernize its operations. If you’re ready to unlock similar benefits, let us help you harness the power of ServiceNow to drive your business forward.