Case Study: Coca-Cola Hellenic Bottling Company speeds help desk training and support with Melon’s KORS

Coca-Cola Hellenic Bottling Company - Customer Case Study

Coca-Cola Hellenic Bottling Company asked Melon to help its international IT help desk, which supports 28 countries in 20 languages, handle a complex legacy ticketing environment more efficiently and speed up training for new support staff. The company needed a simpler, faster way for first-level agents to identify callers, access history, and follow the right support steps across a large, distributed team.

Melon built KORS (Knowledge-Oriented Resolution System), a web-based, AJAX-powered help-desk scripting tool integrated with IVR and employee data, featuring multilingual scripts, workflow approval, and role-based access. The solution was rolled out incrementally to 12 countries, reduced desktop deployment and maintenance costs, and became a core tool for the help desk by shortening training time and speeding up call handling and resolution.

Coca-Cola Hellenic Bottling Company

Zornitsa Nikolova

Service Desk Effectiveness and Standards Specialist