Coca-Cola İçecek (CCI) and Turkcell Global Bilgi won the grand prize with the Telsell project at the International CX Awards 2022, where the world’s ‘best’ in the field of Customer Experience competed. Telsell, winning the gold medal ahead of its international competitors with the digital customer experience it offers to its customers, enables remote sales and order tracking services to small-scale customers such as cafeterias, restaurants and grocery stores that are difficult to access physically in the field through remote digital channels. The project enhances operational efficiency with cost-effective and agile business processes.
Turkcell Global Bilgi, focusing on a ‘unique digital customer experience’, and Coca-Cola İçecek, prioritizing to create value for its customers, continue to top off the value it provides to its customers with awards. Turkcell Global Bilgi and Coca-Cola İçecek received the golden award with the “Telsell” project in the “Best Business-to-Business Customer Experience – Best B2B CX” category at the 2022 International Customer Experience Awards, where businesses, products and services operating in the field of Customer Experience are evaluated and awarded on a global scale.
Telsell, developed by Turkcell Global Bilgi and Coca-Cola İçecek (CCI) jointly, offers high service quality to various businesses such as small-scale grocery stores, markets and cafeterias that are difficult to access in the field. Telsell reaches customers using the digital services of Turkcell Global Bilgi such as call center, video calls, instant messaging and robotic process automation (RPA) rather than driving to remote locations and taking orders. In addition to the sales service offered, businesses can also get technical support and sales training support through digital channels.
Hasan Ellialtı, the General Manager of Coca-Cola İçecek (CCI) Turkey stated that the award is an important proof of the focus on customer experience. He said “As CCI, we have more than 300 thousand sales points in Turkey alone and our priority is to win together with all these customers. Telsell project is one of the most important initiatives of our strategy to create a total customer experience from different channels integrated with each other. The satisfaction rates of our customers and our sales figures have also increased thanks to the system, which provides fast stock determination through the digital sales channel, saves time with digital ordering and contributes positively to operational logistics costs in field operations. Telsell is also a reflection of our principle of carrying the same service quality throughout Turkey. We will always continue to create value for our customers.”
Commenting on the granted award Çağatay Aynur, General Manager of Turkcell Global Bilgi, said: “Today, as a leading company in its sector with 15 thousand employees in Turkey and abroad, we offer our customers a unique digital customer experience, the success of which has been accepted with global awards. We are proud and happy that the customer experience we have built has been recognized as an example in the international arena.”
Aynur said about the Telsell project: “Our customer Coca-Cola İçecek reaches sales points that are difficult to access in the field and require logistics costs quickly thanks to our Telsell project. Telsell, which has been initiated in 2015 with two customer representatives only and served 600 customers, now serves 23 thousand customers with 50 customer representatives. The main reason for this success is the fact that we have made the digitalization our focus. To give an example, I would like to state that we saved 7000 hours annually in business processes with 9 RPA scenarios in this project alone. We will continue to digitalize the customer experience, offer innovative solutions and do the best for our industry.”
The winners of the ICXA (International Customer Experience Awards) competition were announced at an online event held on November 17.
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