Case Study: Coca-Cola Enterprises achieves faster technician dispatch with Twilio Programmable SMS

Coca-cola Enterprises Dispatches Technicians Faster With Sms

Coca‑Cola Enterprises, one of the largest Coca‑Cola bottlers in Western Europe responsible for keeping over 600,000 coolers and vending machines running, needed a faster way for field‑service agents to reach technicians when high‑volume customers required urgent repairs. Their Salesforce‑based scheduling left gaps in quickly contacting technicians, slowing response times for critical service calls.

CCE integrated Twilio Programmable SMS directly into Salesforce (built with Apex and Visualforce), allowing agents to send templated SMS alerts from a “Send SMS” button and automatically log messages on the case. The integration took one developer about a day, was rolled out from an initial 250 technicians to 650 across Western Europe, and delivered faster dispatch and resolution of urgent cases along with improved record keeping and visibility.

Coca-Cola

Carl Kennedy

Associate Director, IT Development