The “Telsell” project was awarded the gold award in the “Best Business to Business Customer Experience-Best B2B CX” category at the 2022 International Customer Experience Awards.
Coca-Cola Icecek (CCI) and Turkcell Global Bilgi won the grand prize with their Telsell project at the ‘International CX Awards 2022’, where the world’s ‘best’ in the field of customer experience compete.
According to the joint statement of Coca-Cola Icecek (CCI) and Turkcell Global Bilgi, Turkcell Global Bilgi, which focuses on a “unique digital customer experience” and Coca-Cola Icecek, which prioritizes creating value for its customers, continues to crown the value it provides to its customers with the awards it receives.
Turkcell Global Bilgi and Coca-Cola Icecek at the 2022 International Customer Experience Awards, where the products and services of businesses operating in the field of customer experience are evaluated on a global scale and awarded, In the category of ‘Best Customer Experience from Business to Business-Best B2B CX’, it was deemed worthy of a gold award with its “Telsell” project.
Developed jointly by Turkcell Global Bilgi and Coca-Cola Icecek, Telsell offers high service quality to different businesses such as small-scale grocery stores, markets and cafes that are difficult to access in the field. Telsell reaches customers by using Turkcell Global Bilgi’s digital services such as call center, video calls, instant messaging and robotic process automation (RPA) instead of driving to distant points and taking orders. In addition to the sales service offered, businesses can also receive technical support and sales training support through digital channels.
Customer-focused approach brought the award
Turkcell Global Bilgi General Manager Cagatay Aynur, whose views are included in the statement, said, “As a leading company in the sector with our 15 thousand employees, we offer our customers a unique digital customer experience whose success is proven with awards given on a global scale. We are proud and happy that the customer experience we have built has been exemplified internationally.”
Aynur continued her words as follows:
‘Our customer, Coca-Cola Icecek, reaches the sales points that are difficult to access in the field and require logistics costs, thanks to our Telsell project. Telsell, which started with only two customer representatives in 2015 and served 600 customers, now serves 23 thousand customers with 50 customer representatives. The main reason for this success lies in the fact that we have made digitalization our focus. To give an example, I would like to point out that we saved 7 thousand hours per year in business processes with 9 RPA scenarios in this project alone. We will continue to digitize the customer experience, offer innovative solutions and do what’s best for our industry.’
Coca-Cola Icecek Turkiye General Manager Hasan Ellialti stated that the award is an important proof of the customer experience focus.
“As CCI, we have more than 300 thousand sales points in Turkiye alone and it is our priority to win together with all these customers. One of the most important initiatives of our strategy to create a holistic customer experience through different integrated channels is our Telsell project. In field operations, the satisfaction rates and sales figures of our customers have also increased with the system that provides rapid stock detection through the digital sales channel, time savings with digital orders and a positive contribution to operational logistics costs. Telsell is also a reflection of our principle of carrying the same service quality all over Turkiye. We will always continue to create value for our customers.”
Source: AA / Translated by Irem Yildiz