At Coca-Cola Andina we seek to build long-term relationships with our customers

Our approach places clients at the center of our operations, combining digital capabilities, personalized service and data analytics to strengthen our value proposition across the different channels and markets where we operate.

Close relationships with our clients

Building long-term relationships with our clients is a key element of the Company’s value proposition.

We continuously work to build close, trust-based and long-term relationships, supporting the growth of our clients’ businesses and helping them address their challenges. By combining personalized service, digital capabilities and data analytics, we seek to better understand their needs, strengthen our value proposition and deliver an increasingly simple, agile and satisfying experience.

Our commitment is to maintain close relationships, foster digitalization and develop solutions that contribute to our clients’ growth and to the sustainable development of the communities where we operate.

How we listen to our clients

The Company has multiple channels and interactions to continuously gather feedback and understand the experience of its clients, including contact centers, digital platforms, B2B tools and direct interaction through our sales force.

These channels enable us to continuously collect information while taking into account the diversity of our clients and their varying levels of digital adoption, helping us maintain close and ongoing relationships.

Client Experience and Voice of the Customer

Coca-Cola Andina has a Voice of the Customer management model that integrates tools such as Net Promoter Score (NPS), Customer Satisfaction (CSAT) and feedback collected across different channels and interactions, including closed-loop processes with clients.

The information gathered is consolidated and periodically analyzed to identify trends, opportunities for improvement and the key factors that influence the client experience.

This model is aligned with The Coca-Cola System standards and has been standardized across the region by an external consulting firm, ensuring consistency and robustness across all the markets where the Company operates.

Governance and decision-making

Client experience management is supported by formal governance structures, including digital committees and client committees in each country.

These forums regularly review key indicators, findings and opportunities for improvement, while defining the corresponding action plans.

Insights obtained through these processes are continuously incorporated into the improvement of processes, services and digital solutions, ensuring that the voice of clients is considered in the evolution of the Company’s value proposition.

Managing inquiries and complaints

Coca-Cola Andina has a phygital service model that combines digital channels and in-person interactions, ensuring timely and effective responses to all its clients.

Inquiries and complaints are received through multiple channels, including digital platforms, contact centers, WhatsApp, chatbots and the sales force, and are managed through internal ticketing systems.

Each request is formally recorded and assigned a case number, which is communicated to the client via email, telephone or through the available platforms. This ensures identification, traceability and follow-up until resolution.

Estimated response times are communicated when a request is submitted. In addition, internal monitoring mechanisms are in place to monitor adherence to these timelines and ensure timely case management.

Access and service channels

Coca-Cola Andina has an omnichannel service strategy that enables it to adapt to different client profiles, considering their diverse needs and varying levels of access to digital technologies.

The Company offers multiple interaction channels, including digital platforms, telephone support, WhatsApp, chatbots and in-person service through its sales force, which directly visits clients at their points of sale.

This allows each client to interact with Coca-Cola Andina through the channel that best suits their needs and preferences.