Case Study: The Coca-Cola Company achieves seconds-fast truck tracking responses with FourKites Tracy AI

The Coca-Cola Company cuts truck inquiry response time from 90 minutes to seconds with NIC- a FourKites Company

The Coca-Cola Company's North America operating unit faced a challenge in managing high-volume "where's my truck" inquiries. Their customer service team spent significant time handling these requests individually through the FourKites platform and struggled to manage the impossible volume of stale location data and missing information that required manual follow-up with carriers.

FourKites implemented a solution using its Tracy AI agent to pilot a customer self-service track-and-trace capability. The AI answered inquiries in seconds, cutting response times from 90 minutes, and returned hundreds of hours to associates. Tracy also worked in the background to automate carrier data follow-ups, handling a volume of data-quality work that was not feasible manually.

The Coca-Cola Company