Coca-Cola Beverages and Turkcell Global Bilgi Win the Grand Prize with the Telsell project.

Coca-Cola Beverages and Turkcell Global Bilgi win International 1st Place Award for "Digital Customer Experience"

Coca-Cola Beverages (CCI) and Turkcell Global Bilgi won the grand prize at the International CX Awards 2022, where the world’s best compete in the field of Customer Experience, with their Telsell project. Outperforming its international competitors with the digital customer experience it delivers, earned the gold medal, Telsell enables remote sales and order tracking via digital channels for small-scale customers such as cafés, restaurants, and grocery stores that are physically difficult to reach in the field The project delivers fast and cost-effective solutions to business processes.

Turkcell Global Bilgi, with its focus on delivering a unique digital customer experience, and Coca-Cola Beverages, which prioritises creating value for its customers, continue to be recognised with awards that affirm the impact of their customer-centric approach Turkcell Global Bilgi and Coca-Cola Beverages were awarded gold in the Best B2B CX category at the 2022 International Customer Experience Awards, which recognise companies in the customer experience field by evaluating their products and services on a global scale, for their Telsell project.

Telsell, jointly developed by Turkcell Global Bilgi and Coca-Cola Beverages (CCI), delivers high-quality service to small-scale businesses such as corner shops, grocery stores, and cafés that are difficult to reach in the field. Rather than travelling long distances by vehicle to take orders, Telsell connects with customers through Turkcell Global Bilgi’s digital services, including call centers, video conferencing, instant messaging, and robotic process automation (RPA). In addition to sales services, businesses also receive technical support and sales training via digital channels.

Customer-Focused Approach Brings an Award

Hasan Ellialtı, Chief Executive Officer of Coca-Cola Beverages (CCI) Türkiye, stated that the award is a meaningful testament to the company’s commitment to customer experience. “As CCI, we have over 300,000 sales points in Turkey alone, and winning together with all these customers is our priority,” Ellialtı said. One of the key initiatives in CCI’s strategy to deliver a holistic customer experience across integrated channels is the Telsell project. In field operations, this system enables rapid stock detection via the digital sales channel, streamlines ordering processes, and reduces operational logistics costs and as a result, it has significantly improved customer satisfaction and boosted sales performance. Telsell also reflects CCI’s commitment to delivering consistent service quality across Turkey We will continue to create value for our customers," he said.

Çağatay Aynur, Chief Executive Officer of Turkcell Global Bilgi, commented on the award: "Today, with 15,000 employees in Turkey and abroad, we are a leading company in our sector, offering our customers a unique digital customer experience, the success of which is recognised by awards on a global scale. We are proud and delighted that the customer experience we have built is held up as an example internationally."

Aynur, speaking about the Telsell project, said:

“Our customer Coca-Cola Beverages can now quickly reach sales points that are otherwise difficult to access and often involve logistical challenges thanks to our Telsell project. What began in 2015 with just two customer representatives serving 600 clients has grown to a team of 50 representatives supporting 23,000 customers. This success is rooted in our commitment to digitalisation. For instance, we have saved 7,000 hours annually in business processes through the implementation of 9 RPA scenarios within this project alone. We remain dedicated to further digitalising the customer experience, delivering innovative solutions, and striving for excellence in our industry.”

The winners of the ICXA (International Customer Experience Awards) competition were announced at an online event held on 17 November.