In this interview, Karla Younger, the Vice President of HR Services at Coca-Cola, shares how the company increased its HR efficiency by implementing automated web requests and human resources self-service tools. Coca-Cola continues to be on the cutting edge by building out its interactive dashboards. Read on for more insight from Karla.

1. Since Coca-Cola Enterprises opened its North American HR Shared Services Center in Florida in 2009, the center has evolved with new technology and process improvements. Would you mind touching on some of the most notable of the center’s advancements?

We enhanced the efficiency of our inquiry volume intake and processing by improving the web request form to automatically create a case without Customer Service Rep involvement. We now have forms that automatically route to the assigned group within our case management tool and these automatically create a case as well. Previously, the cases were created manually. We also launched the ability for associates to check the status of...
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