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Food & Beverage
Barilla — Saving Time and Making Customers Happy
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Barilla — Saving Time and Making Customers Happy
The Challenge
Coca-Cola's North America operating unit relied on talented, tenured customer service representatives to manage 'where's my truck' inquiries one at a time through the FourKites platform. Handling these high-volume requests individually was time-consuming, and the sheer daily volume of information to double-check and follow up on — stale locations, missing details — was effectively impossible to manage with a human workforce alone.
Our Solution
The team piloted a customer self-service track-and-trace capability powered by FourKites' Tracy AI agent. Tracy answers customer tracking inquiries directly and also works in the background to identify stale locations and missing information, then nudges carriers to complete or provide it. The pilot let the team extend proactive, automated service while building agentic-AI capability ahead of broader market adoption.
The Result
In the pilot, 'where's my truck' inquiries were answered in seconds versus the team's 90-minute SLA, and hundreds of human-led interactions were eliminated — giving many hours back to associates. Tracy's background data-quality work handled a volume of follow-ups that wouldn't be feasible manually, while early customer feedback on the self-service experience was positive.
Tracy positions us ahead of the curve as we prepare for a future where customers expect increased and differentiated service capabilities.
