PROJECT PRESENTATION

Presented by Group 4
UM22208- Daksh Avasthi
UM22154- Rishil Jasani
UM22159- Nidhi Menon
UM22160-Keyur Mistry
UM22164- Poluru Bhavya Grace
UM22177- Shambhavi Dash
 INTRODUCTION

“On May 8, 1886, Dr. John Pemberton brought his perfected syrup to Jacobs' Pharmacy in downtown Atlanta where the first
glass of Coca‑Cola was poured. From that one iconic drink, we’ve evolved into a total beverage company. “

More than 2.2 billion servings of our drinks are enjoyed in more than 200 countries and territories daily.
The company positively impacts people’s lives, communities and the planet through water replenishment, packaging recycling,
sustainable sourcing practices and carbon emissions reductions across our value chain. Together with our bottling partners,
The company employs more than 700,000 people, helping bring economic opportunity to local communities worldwide.

B Customer Engagement Initiatives:

R
SPRITE JOKE IN A BOTTLE COKE STUDIO BHARAT
A
N
D
S

Whatsapp BOT that will tell
a joke to consumers.
Customers also gets
rewards like amazon prime
membership
Coke Studio is an Indian music series that features live
musical performances by various artists, recorded in the
studio, in classical musical genres of the Indian
subcontinent such as Hindustani, Carnatic, Indian folk, as
well as contemporary hip hop, rock, and pop music.
 Customer Centric Metrics
Market Penetration & Customer feedback & Digital Engagement
Share complaints metrics

Distribution & Shelf Product innovation &

Sales volume & Revenue
presence launch success

Brand Loyalty Programs Environmental & social

responsibility

Loyalty Program- My Coke Rewards

My Coke Rewards program launched as a mobile app emphasizes

bite-sized, interactive content and activities based on consumers'
personal passions, including cooking, gaming, and fitness.

Members earn Bronze, Silver, and Gold "status levels" by participating

in social, interest-based activities.

Weekly special codes on Coca-Cola beverage caps drive member

Rewards range from traditional
sign-ins and engagement.
Coca-Cola beverage coupons
and gift cards to unique
Interactive activities, like uploading photos and using specific
experiences like cooking classes
hashtags, increase user participation and enhance emotional
with celebrity chefs and premier
connection.
tickets to sporting events.
 OMNICHANNEL INTEGRATION

PARTNERSHIPS

ADANI DIGITAL LABS: This partnership allows for targeted product sampling and data collection through airports,
providing deeper consumer insights and direct connections.
E-COMMERCE PLATFORMS: Coca-Cola partners with major e-commerce platforms like Flipkart and Amazon for online
sales and delivery, reaching a wider audience.

UNIFIED CUSTOMER DATA

PLATFORM (CDP)

MOBILE APP AND WEBSITE
The Coca-Cola India website and app
provide a one-stop shop for product
information, loyalty programs,
personalized recommendations, and
online orders with delivery options.
This platform integrates data from various
channels like online purchases, social
media interactions, and loyalty programs.
This creates a holistic customer view,
enabling targeted marketing campaigns
and personalized offers.
SOCIAL MEDIA
Actively engages with customers on
various social media platforms like
Facebook, Instagram, and Twitter,
building communities, responding to
feedback, and promoting products.
 CRM FRAMEWORKS

Customer Strategy Customer Analysis Customer Interaction

Target: Millennials
Value: Refreshment, convenience,
social connection, fun.
Coca-Cola's "Share a Coke"
campaign used personalized names
on bottles to engage millennials,
promoting social sharing.
Data: POS systems, loyalty
programs, social media, online
surveys.
Analyzing social media, Coca-
Cola found millennials' interest in
health, leading to Coca-Cola Life,
a lower-calorie cola with stevia.
Coca-Cola partnered with
Spotify, crafting personalized
playlists based on purchase
history and preferences to
foster brand loyalty and boost
engagement on the platform.

Operational and Analytical CRM CRM Technology

CRM Software: Coca-Cola employs Salesforce CRM
Order Tracking: Coca-Cola employs its CRM system to for global customer data management and personalized
ensure timely and intact customer deliveries. campaigns, ensuring a consistent experience.
Social Media Engagement: Addressing inquiries and
complaints in real-time.
Chatbot Assistance:For customer queries about
products, promotions, and orders. Marketing Automation: Using Marketing Cloud, Coca-
Analytical CRM: Identifying trends and behavioural Cola tailors emails based on customer history,
preferences, enhancing engagement and conversion
patterns, informing decisions on purchase frequency
rates.
and preferences.
 IT Architecture

Front End Customer Interface Back End Technology

Data and Analytics:
UX Design in Customer Interactions:
Implementation of advanced analytics tools.
Fous on intuitive and responsive design of websites
Data-driven decision-making.
and mobile apps.
Supply Chain and Inventory Management Systems:
Integration of Digital Touchpoints:
Integration of IT systems for real-time monitoring of
Active presence on social media platforms.
the supply chain.
Seamless integration of the website and mobile app.
Inventory management systems
Customer Relationship Platforms:
Integration of ERP for Efficient Operations:
Utilization of CRM platforms to gather and analyze
ERP systems streamline processes, including finance,
customer data.
human resources, and procurement.
Personalization strategies, such as targeted promotions
Improved operational efficiency through a centralized
and personalized recommendations.
platform for resource planning.

IT Architecture

IT Architecture Front End Back End

Overview: Microsoft, SAP, Oracle
Integration of IT Components:
MuleSoft, Dell Boomi, Apache
Kafka
Scalability, Flexibility, and
Efficiency: AWS, GCP, Microsoft
Azure
UX Design: Adobe Experience Cloud,
UXPin, InVision
Digital Touchpoints: Salesforce,
HubSpot, Hootsuite
CRM for Personalized Experiences:
Salesforce CRM, Microsoft Dynamics
365, Zendesk
Data and Analytics: Tableau, Qlik, IBM
Cognos
Supply Chain and Inventory
Management: SAP Integrated Business
Planning.
ERP: SAP ERP, Microsoft Dynamics
365
THANK YOU