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Creating a highly responsive support desk and orchestrating mobile device lifecycle management

Coca-Cola Amatil engaged imei to create a highly responsive support desk from its local contact centre in Australia and carry out critical mobile device lifecycle management tasks.

Challenge

Managing around 5,000 connected devices, Coca-Cola Amatil issues multiple corporate-owned devices – including iPhones, iPads, and laptops – to most of its employees.

Having adopted a ServiceNow model, the organisation continued to rely on a legacy partner portal that was failing to keep pace with its evolving mobile device support needs. End users were increasingly impacted through delays in resolving support issues, while there was a lack of clarity on device allocation and costs that was negatively impacting the relationship between end users, IT support, and procurement operations.

The organisation was also struggling with the tasks involved in monitoring, managing, and maintaining its mobile devices. This included everything from provisioning and authenticating new devices, managing returns and re-allocations, organising repairs, servicing and maintaining assets, as well as ensuring safe, timely, and sustainable disposal of devices.

 

Requirements

To gain efficiencies and provide a better experience for its employees, the organisation needed to remove its dependency on the legacy partner portal. Intent on realising tighter ownership of mobile device and service allocations and regaining control of its mobile fleet, Coca-Cola Amatil sought to establish a simplified support model, integrated with ServiceNow at the front end.

Solution

To get there, imei was engaged through a rigorous RFP process, and tasked to implement new mobile plans and provide foundational support around carrier connectivity. imei was also engaged to create a highly responsive support desk to action and resolve support requests generated from ServiceNow.

In meeting and delivering on Coca-Cola Amatil’s strict requirements, imei was also engaged to provide enhanced support relating to mobile device lifecycle management for connected tablets, smartphones, and laptops.

Outcome

Professionally orchestrating mobile device lifecycle management, imei administers a pool of devices to help meet demands quickly and handles device allocation, returns, device sanitisation, repairs and re-issues. In this way, imei provides a consistent level of service, eliminating delays and repairing the previously broken processes. Further efficiencies for both the IT helpdesk and end users are expected.

 

 

 

About Coca-Cola Amatil

With access to more than 270 million potential consumers, Coca-Cola Amatil is one of the largest bottlers and distributors of non-alcoholic and alcoholic ready-to-drink beverages in the Asia Pacific region. Its product range includes sparkling beverages, water, sports, energy, fruit juices, iced tea, flavoured milk, coffee, kombucha, beer, cider, and spirits. The company is also one of the world’s larger bottlers of The Coca-Cola Company’s range of products, employing around 12,000 people.

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