The centre, which is the first of its kind for Coca-Cola in Africa, is designed to provide a single point of contact for consumers, customers and the general public to register their complaints, inquiries or feedback about Coca-Cola products, activities and services.
Speaking at the launch, Coca-Cola Central, East and West Africa Business Unit President Kelvin Balogun said the objective of the centre was to ensure that these concerns are addressed immediately and conclusively.
“This interaction centre, as a single point of contact for our system in Kenya, will give us a sustainable, effective and practical solution to deal with issues our consumers have regardless of where they are enjoying our brands across the country,” Balogun said.
The facility incorporates engineering and software solutions from Salesforce.com, a Customer Relationship Management solutions provider.
“The launch of this Consumer Interaction Centre in the calendar of Jubilee anniversary is our message to our Kenyan consumers that their feedback truly matters to us. We will get closer to them and improve in areas of opportunity. We are committed to marketing high quality beverages as well as transparently sharing information about our portfolio of brands”, he added.
The Centre will be manned by fully trained in-house staff in handling and maintaining consumer data, carrying out procedures for corrective and preventive action to allow for proper investigation, action and resolution of cases and communicating to consumers the status of their complaints or concerns at the earliest possible opportunity.
Unlike previously when consumers would reach out to individual bottling plants in their regions with queries, feedback or complaints, they will now be able to enjoy the services of a single point of contact via a pilot line and email address – 0727 093 444 or via email on email@example.com and expect closure in 48 working hours.
The Centre will serve all Coca-Cola bottling partners in the country, namely: Nairobi Bottlers Limited, Coastal Bottlers Limited (Mombasa), Equator Bottlers Limited (Kisumu), Almasi Beverages Limited – comprising Kisii, Mount Kenya and Rift Valley Bottlers – and Coca-Cola Juices Kenya.