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Coca-Cola İçecek and Turkcell Global Bilgi won the global award for “digital customer experience”

Coca-Cola İçecek and Turkcell Global Bilgi won the global award for “digital customer experience”  

Coca-Cola İçecek and Turkcell Global Bilgi won the top award with the Telsell project in the “International CX Awards 2022”, where the world’s “bests” in the field of Customer Experience compete. Telsell left its international competitors behind and won the gold medal with its digital customer experience. The company offers digital channels to small-scale businesses such as cafes, restaurants and convenience stores that are difficult to access so that they can track their sales and orders remotely. The project introduces fast and cost-effective solutions to business processes. 

Turkcell Global Bilgi, which focuses on “a unique digital customer experience” and Coca-Cola İçecek, which prioritizes creating value for its customers, continue to be awarded for the value they offer to their customers. Turkcell Global Bilgi and Coca-Cola İçecek’s “Telsell” project won the gold award in the “Best Business-to-Business Customer Experience - Best B2B CX” category in the International Customer Experience 2022 Awards where the products and services of the businesses operating in the Customer Experience area are evaluated and awarded. 

Turkcell Global Bilgi and Coca-Cola İçecek’s (CCI) joint project Telsell offers high service quality to small-scale businesses such as convenience stores, grocery stores and cafes that are difficult to reach. Telsell allows communication with the customers via Turkcell Global Bilgi digital services such as call center, video call, instant messaging and Robotic Process Automation (RPA) instead of driving to remote locations to collect orders. In addition to the sales service, businesses can also receive technical support and sales training support through digital channels. 

Customer-oriented approach brought the awards  

Coca-Cola İçecek (CCI) Türkiye General Manager Hasan Ellialtı stated that the award is important evidence of the focus on customer experience. He continued, "As CCI, we have over 300,000 sales points in Türkiye alone and our priority is to win together with these customers. Telsell project is one of the most important initiatives of our strategy to create a holistic customer experience through different channels integrated within each other. The system offers fast detection of stocks through digital sales channel, saves time by allowing ordering digitally and contributes positively to operational logistics costs and thus, it has increased the customer satisfaction rate and sales figures on the field. Telsell is also a reflection of our principle of offering the same service quality across Türkiye. We will always continue to create value for our customers.”  

Turkcell Global Bilgi General Manager Çağatay Aynur commented on the award: “As an industry leader with 15,000 employees in Türkiye and abroad, we offer a unique digital customer experience and its success has been globally recognized through awards. We are proud and happy that the customer experience we have built has been recognized as exemplary in the international arena.” 

Aynur also commented on the Telsell project: "Through our Telsell project, our customer Coca-Cola İçecek can quickly reach sales points that create logistic costs as they are hard to access. Telsell started out with two customer representatives serving 600 customers in 2015, but now, it serves 23,000 customers through 50 customer representatives. The main reason behind this success is our focus on digitalization. For instance, we saved 7000 hours in business processes across 9 RPA scenarios. We will continue to digitalize the customer experience, offer innovative solutions and do the best for our industry.” 

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