Coca-Cola Hellenic BSO

Established in 2011, The Coca-Cola Hellenic Business Services Organization (BSO) is a fast-growing Shared Services
Centre providing a range of Finance and Human Resource capabilities.

Their initial focus was to put structure, process, and operational governance into place. However, with a constantly growing service portfolio, the BSO Leaders knew to achieve customer satisfaction, more was needed. The customer had to be at the heart of everything they did.

This required a shift in employee attitudes and behaviors, going beyond complying with standard procedures to providing Customer Centric service.


In 2017, BSO reached out to UP! Your Service. UP principles and tools provided employees with fundamental service
concepts and practical tools to be directly applied at work. Leaders from different departments attended a 2-day
Customer Service Excellence workshop.

Working in small teams, BSO mapped Perception Points for 5 critical Service Transactions. They were challenged to
look closely at their process from the stakeholder’s point of view and identify where to step up and add more value.

Over twenty key ideas for improvement were generated and evaluated. Action steps were identified for immediate

“UP gives you insights on how to change your mindset.” “Now we focus on end to end thinking. I can put myself in someone else shoes and evaluate what is important.”
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