The Challenge

CCEP faced several challenges that necessitated the re-platforming of myCCA:

1. Customer-Centric Approach: With a commitment to customer obsession, CCEP aimed to design a platform that prioritized user experience, seamless transactions, and personalized interactions.
2. Technological Advancement: Leveraging best-in-class technology to enhance platform functionality, integration capabilities, and overall performance to support thousands of daily transactions.
3. Data Integration and Visibility: Achieving a 360-degree view of customer data to break down internal silos and enable customer service teams to provide proactive and efficient support.
4. Hyper-Personalization: Tailoring marketing content, promotions, and product offerings to individual customer preferences to drive engagement and sales.
5. Accessibility and Scalability: Ensuring the platform's availability across desktop and mobile devices, with 24/7 accessibility, and seamless integration with back-end systems including logistics, invoicing, and finance.

The Solution

CCEP partnered with Merkle, a leading digital transformation agency, to implement a robust solution on Salesforce B2B Commerce:

• Customer-Centric Design: The myCCA platform was reimagined to offer an intuitive and personalized ordering experience. Leveraging Salesforce B2B Commerce, the platform was designed to adapt to customer preferences, display frequently ordered items, and provide tailored product recommendations based on historical data and customer behavior.
• 360-Degree Customer View: Salesforce integration enabled a unified view of customer data, empowering customer service teams with real-time insights to resolve queries efficiently within the platform. This consolidation streamlined operations, reduced response times, and enhanced overall customer satisfaction.
• Seamless Integration: Merkle orchestrated the integration of myCCA with third-party tools and systems using iPaaS (Integration Platform as a Service), ensuring smooth data flow between the eCommerce platform and CCEP's delivery management systems. This integration facilitated dedicated delivery windows and efficient order fulfillment, enhancing operational efficiency.
• Performance Optimization: The re-platforming effort resulted in a 27% decrease in page load times, significantly improving site responsiveness and user experience. Customers benefited from faster speed-to-order processes and enhanced usability, contributing to increased engagement and satisfaction.
• Mobile Accessibility: Recognizing the importance of mobile access, Merkle developed a dedicated Android solution for customers using Android devices, expanding accessibility and convenience across different platforms.

Results

The re-platforming of myCCA delivered tangible results that underscored its success and impact:

• Improved Operational Efficiency: Customer service teams reported a streamlined workflow with access to real-time customer data, leading to quicker query resolutions and enhanced service levels.
• Enhanced Customer Engagement: The platform's personalized product recommendations led to an average of 3,000 additional product orders per month, demonstrating the effectiveness of hyper-personalization in driving sales and customer loyalty.
• Customer Satisfaction: One month post-launch, Net Promoter Score (NPS) increased from 46.8 to 53.1, indicating a notable improvement in customer satisfaction and positive feedback regarding the platform's user-friendly interface and enhanced functionalities.
• User Feedback: Customers expressed satisfaction with the platform's speed, usability, and efficiency, highlighting improved experiences in order placement and search functionalities compared to the previous version.
• Business Impact: CCEP reported increased returns on investment (ROI) with customers purchasing additional product lines and showing repeat purchase behaviors, affirming the platform's effectiveness in driving revenue growth and business success.