SS NA PepsiCo Screen

Success Story: Food and BeveragePepsiCo “We had real problems with DirectTalk technology as our IVR.” Bron notes. We felt it could better support our goals and objectives. Gatorade. PepsiCo relied on IBM CallPath and DirectTalk to provide IVR services for its contact centers. “We also had fundamental challenges in our approach to designing and . the division also implemented Genesys Gplus Adapters for SAP and Siebel. Peregrine and other solutions. PepsiCo established the PepsiCo Business Solutions Group (PBSG) in 1999 to provide shared IT services. “Since Genesys bought the CallPath product from IBM at about that time.Success Story > Food and Beverage > PepsiCo | page 2 P AT A GLANCE PepsiCo Business Solutions Group www.” The 1. Quaker. Until late 2001.300 IT employees in PBSG are responsible for developing and maintaining applications and systems that support of all of PepsiCo’s divisions and partners. The $129 million IT infrastructure restructuring was at the heart of the PepsiCo business initiative known as “The Power of One. PBSG senior engineer for contact center services. delivering contact center services. Genesys Gplus Adapters help us provide the data dip for our agents as a screen pop. including Genesys and Cisco. Mountain Dew.pepsico. we were focused on making it easy for agents. PepsiCo announced that it had selected the mySAP Business Suite as the primary business platform to help it unify its operations. Challenges To help the firm realize the benefits of its powerful divisions. Later. The company’s 2008 sales of $43 billion was built on a diverse line-up of these brands such as Pepsi-Cola. which resulted in the creation of PepsiCo Inc. have enabled the firm to deliver robust growth in the face of declining overall demand for soft drinks..000 worldwide Contact centers: Four North American call centers Key divisions: Pepsi-Cola. we provide integration with SAP.com epsiCo offers the world’s largest portfolio of billion-dollar food and beverage brands. While PepsiCo’s divisions maintain their own call center environments to handle consumer inquiries and support outbound campaigns. and the 2001 acquisition of Quaker Oats Co. “In the case of SAP and Siebel.” One of world’s largest food and beverage companies Industry: Food and Beverage Revenues: $43 billion 2008 revenues Employees: 198. customer relationship management (CRM) and supply chain management solutions.” Solution Bron and his team reviewed contact center software and systems from several vendors.” Dutton explains. There was a strong tendency to let the ‘tail wag the dog’. Lipton Tea. The Plano. the 1998 acquisition of Tropicana. Frito-Lay.” Initially. standardize business processes and increase efficiency across its divisions. and Ruffles.” says Bron Dutton. In particular. PBSG provides centralized contact center services and help desk support for employees and key partners worldwide. Instead of a system that makes it easy for the caller. This proved especially useful as PepsiCo moved to standardize on SAP. Tropicana Beverages. TX-based PBSG division is working alongside SAP to implement SAP ERP. PepsiCo divisions also rely on Siebel and Oracle enterprise resource planning (ERP) solutions as well. The Genesys Adapters really save development time. Cheetos. Tropicana Along with consistently strong product innovations. PepsiCo resilient growth is built on strategic mergers and acquisitions. “Depending on the contact center’s need. particularly given the consolidation and standardization efforts we are pursuing. the 1965 merger between Pepsi-Cola and Frito-Lay. “We liked the flexibility and platform independence that the Genesys software-only approach offered. we gave Genesys a strong look. Quaker. Lay’s Potato Chips. PBSG installed the Genesys Customer Interaction Management (CIM) suite along with Genesys Voice Platform (GVP). but are migrating to SAP In 2004. Siebel. We got it down to three layers and achieved consistency in the terminology we use. This 100-agent center handles about 30. we were able to easily adjust the Genesys IVR to reflect this. “We don’t have to wait for a consultant or developer to schedule in our project. This contact center supports approximately 18. Call center agents assist RSRs with their handheld systems as well as business applications and databases they need to do their work. “We’re pulling together all of their requirements now.000 vehicles. and Genesys CIM to route calls received at PepsiCo’s Purchase.000 calls per month from North American retail callers and others with questions about their accounts.” Frito-Lay Sales Accounting Group. primarily from the 800 number on product bags and packaging. fountain systems or products.” Dutton notes. “We save time and are able to respond to new needs very quickly. his team has built or improved four contact centers using the Genesys framework solutions.Success Story > Food and Beverage > PepsiCo | page 3 Results According to Dutton. The Genesys GVP IVR identifies most callers by their PepsiCo global personnel ID number. as more agents became cross-trained or developed specific new skills. Fleet Call Center. large restaurants and other outlets depend on PepsiCo to supply them with beverages and snacks. and order product at retail locations. Dutton and his team used the Genesys University online and in-person training to build their Genesys skills. This is a distributed-model contact center that uses voice over IP (VOIP) technology. We also added reporting through Genesys. Between Pepsi and Frito-Lay. This center handles about 10. We know how to make it work. we used Genesys to route calls to agents who had been trained to handle RSR calls for either Frito or Pepsi divisions.000 calls per week.” he notes. Each hub. Retail chains. Customer Service Operations Center. PepsiCo has one of the largest privately owned truck fleets in North America. “That center handles upwards of 10. Our customer satisfaction scores when up by over 100 percent. typically located in a . It is helping us meet our mission of providing centralized IT and telephony services for all PepsiCo divisions. This did not make our reps happy when they had an issue about their payroll or an invoice. Later.” The four PepsiCo contact centers that currently rely on the Genesys framework include the following: Challenges > Needed flexible architecture to support diverse operations > Poor customer satisfaction with call center system > Difficulty with legacy call management systems > Rapid growth demanded scalable platform > No call center metrics enforced > Lack of centralized call center development Technical Support. NY headquarters to regional truck hubs. the company fields more than 20. “This was one of the first groups I worked with when I took over contact center development.000 Frito-Lay and Pepsi route sales representatives (RSRs) throughout North America.” “Our Genesys platform gives us the flexibility to meet a diverse range of needs. These RSRs use handheld computers to track.000 calls per month. “Initially.” Dutton emphasizes.” Dutton says.” Dutton’s call center group is also working with the Pepsi and Frito-Lay consumer affairs groups to improve their call center operations.000 calls per month. We used Genesys GVP to streamline our IVR.” Bron Dutton Senior Engineer. “Our business revolves around making sure these reps are successful. Genesys Gplus Adapter for SAP provides critical integration by providing a screen pop into the SAP Interaction Center Web Client. The 130 agents in this center handle about 40. Genesys GVP. Call Center Operations PepsiCo Inc. This 50-agent contact center primarily handles invoicing and payroll accounting issues posed by RSRs. “There were 48 minutes of recorded prompts and eight or nine levels of rabbit holes for callers to disappear into. update. we were able to take advantage of the latest Genesys technology in these centers without the cost of continuing to use our aging Avaya platform. our group is now involved in the strategy.genesyslab. This is a welcome change that’s really come about over the past year or so. For more information visit: www. Africa EMEA Headquarters Genesys House 100 Frimley Business Park Frimley Camberley Surrey GU16 7SG United Kingdom Tel: +44 1276 45 7000 Fax: +44 1276 45 7001 Asia Pacific APAC Headquarters Genesys Laboratories Australasia Pty Ltd Level 17. Daly City. virtual call center. For example. Solutions > Genesys Customer Interaction Management (CIM) Platform > Genesys Voice Platform (GVP) > Genesys Gplus Adapter for SAP and Siebel > Genesys University > mySAP Business Suite > Smart Desk > Avaya switch > Cisco Call Manager The Results > Improved customer satisfaction by over 100 percent > Provides call center standardization and cost efficiency > Cut development time > Reduced IVR menu complexity > Adaptable skills-based routing > Flexible caller ID possible > Reassigned or reduced headcount > Fast deployment to accommodates dynamic demands Genesys Worldwide Genesys. Genesys software directs more than 100 million interactions every day. “We look for ways to extend our Genesys infrastructure to meet new needs.” Dutton explains. optimize customer care goals and efficiently use agent resources. or call +1 888 GENESYS or 1-650-466-1100.000 customers in 80 countries. “Another group here in PBSG was having difficulty getting this call system up and running on schedule. he worked with Genesys partner Echopass to convert the Technical Support group and three other contact center sites with a total of 150 agents to Genesys.com Europe. These groups are the Pepsi financial shared services group. while most conversions to Genesys have been handled internally. Also in process.” Dutton concluded. 124 Walker Street North Sydney NSW 2060 Australia Tel: +61 2 9463 8500 Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories. © 2009 Genesys Telecommunications Laboratories. and the vending machines group that takes restocking calls via the Genesys Voice Platform. an Alcatel-Lucent company. The cost for that was astronomical and it would not have been done in time. so I was able to use Stream Manager to quickly set up a basic system in the given time. I was trained in all the Genesys framework components. All other company names and logos may be registered trademarks or trademarks of their respective companies and are hereby recognized. The alternative they were looking at was to use a Cisco solution. Dutton has embraced both premise-based and managed services models to accommodate different ways of doing business in various support organizations. . in conjunction with move to IP telephony. “Before. stop customer frustration and accelerate business innovation. All rights reserved.1-11/09-U. “They came to my team about two weeks before they were to go live and needed something fast. The centers help keep loads moving by handling reports on driver outages or trucks with mechanical problems. call center development was not seen as a strategically important activity. Genesys helps organizations drive contact center efficiency.genesyslab. As the team works to expand the use of Genesys within PepsiCo.S Americas Corporate Headquarters Genesys 2001 Junipero Serra Blvd. is the world’s leading provider of contact center and customer service management software — with more than 4. “Thanks to our strong growth and the success of our call center deployments.” Based on the successful use of the Genesys framework for a wide range of contact management applications at PepsiCo. is staffed by up to 10 agents. CA 94014 USA Tel: +1 650 466 1100 Fax: +1 650 466 1260 E-mail: info@genesyslab.” Dutton notes. 3086 v. Dutton and his team feature prominently in all new contact center projects.com www.Success Story > Food and Beverage > PepsiCo | page 4 major metropolitan area.” Dutton said. planning and design for all call center related solutions. Inc.com. three groups are being converted to Genesys as a single. the Frito-Lay consumer affairs group. “With Echopass. Middle East. Inc. dynamically connecting customers with the right resources — self-service or assisted-service — to fulfill customer requests.