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When your workforce triples in just five years, how do you scale employee support without scaling your IT team at the same rate?
For Coca-Cola Consolidated, the largest Coca-Cola bottler in North America, with over 17,000 employees, that was the challenge. By automating repetitive support tasks and giving employees easier ways to get help, the company was able to support rapid growth without expanding its support team at the same pace.
Retha Summers, IT Director at Coca-Cola Consolidated, shared how the company is using AI to:
- Unlock productivity
- Empower employees with the information they need to do their jobs
- Transform the employee experience from the inside out
“Our biggest challenge was giving everyone a better experience with technology and making our people more productive.”
— Retha Summers, IT Director, Coca-Cola Consolidated
Starting with a simple, scalable win
Like many large enterprises, Coca-Cola Consolidated was spending countless hours on password resets — a low-value task that slowed down service teams and frustrated employees.
That’s when the team turned to Moveworks — a powerful AI platform and assistant that automates employee support directly within tools like Microsoft Teams and Slack.
“We saw that employees were calling the service desk for password resets — something that could be automated. That’s where we started.”
By integrating Moveworks into their systems, the team quickly automated password resets, giving time back to employees and freeing up IT to focus on more strategic work. That early win became part of a much bigger result: even as the company tripled in size, the number of support agents remained the same.
Bridging the gap between IT and business
As part of their AI journey, Coca-Cola Consolidated hosted an internal hackathon — but this wasn’t just for developers. Business users without any technical background teamed up with IT to build intelligent solutions using Moveworks’ Agent Studio.
The result? Employees began identifying and building solutions for problems they understood firsthand.
“It was the first time we brought in business users to build use cases alongside IT. By the end of three days, they were creating their own solutions.”
From that hackathon alone, the team identified 10–15 real use cases they could take into production — use cases that came directly from those who understood the day-to-day business challenges best.
Empowering everyone to build
What surprised Retha most wasn’t just how much her team accomplished, it was how easy the platform made it for people to contribute, regardless of technical background.
“If I had to build these capabilities from scratch, it would take weeks or months. With Agent Studio, our teams can build fast and build right.”
That momentum quickly spread beyond IT, with business users advocating for Agent Studio after seeing how quickly they could turn ideas into working solutions.
Choosing the right partner from the start
“Moveworks was ahead of everyone else. They were moving fast, consistently delivering, and helping us support our people better.”
Even now, five years later, the platform continues to evolve alongside Coca-Cola Consolidated’s needs. From natural language support to new capabilities in Agent Studio, the team has continued expanding how it uses Moveworks across the organization.
Looking ahead: AI as a strategic differentiator
Today, Coca-Cola Consolidated is building a broader AI strategy as it adopts a growing set of AI tools and platforms. As the company adopts more tools and platforms, the challenge isn’t just implementing new technology — it’s creating a seamless, unified experience for every employee.
To meet that challenge, the company introduced Bottlecap in 2020, their internal AI system designed to serve as a single entry point for employee support. Powered by Moveworks, Bottlecap cuts through platform clutter to provide one consistent experience.
“With so many platforms releasing their own bots, we wanted one place where employees could go — and Bottlecap, powered by Moveworks, solves that.”
By anchoring their AI strategy around Moveworks, Coca-Cola Consolidated ensures that every layer of employee interaction — from password resets to approvals to productivity tools — is fast, frictionless, and future-ready.
“This is going to take off like wildfire. So we’re focused on putting the right structure around it — so everyone can build, safely and effectively.”
With a clear roadmap, a culture of experimentation, and a trusted partner in Moveworks, Coca-Cola Consolidated is proving that AI isn’t just a technological investment — it’s a strategic differentiator that elevates employee experience and drives long-term business impact.
Big takeaway: It’s not just about AI — it’s about empowerment
What makes Coca-Cola Consolidated’s approach so impactful isn’t just the technology — it’s the mindset. By giving both IT and business users access to tools like Agent Studio, the company is building a culture where innovation is everyone’s responsibility.
Instead of relying solely on technical teams to drive change, they’ve opened the door for a range of users — from developers to business users — to experiment, build, and scale solutions with Moveworks as the foundation.
“We’re handing over Agent Studio to our business users with the right guardrails. That’s transformational.”
This shift isn’t just improving internal operations — it’s improving how frontline employees serve customers, speeding up access to information, and reducing time wasted on repetitive tasks.
The result is a model where employees closest to a problem can play a more active role in solving it, while IT provides the structure and guardrails needed to scale responsibly.
Final thoughts from Summers: Start small, move fast, think big
When asked what advice she’d give to other companies starting their AI journey, Summers didn’t hesitate:
“Start small. Target the right problems. Collect wins and build momentum. That’s how you scale with confidence.”
Coca-Cola Consolidated’s story is a powerful reminder that meaningful transformation doesn’t happen all at once. It starts with a single use case, a team willing to try something new, and a platform that makes it easy to succeed.
Ready to transform your organization like Coca-Cola Consolidated?
Coca-Cola Consolidated’s experience shows how a focused first use case can create momentum for broader transformation:
- A clear use case
- A team willing to experiment
- A platform built for scale
By automating repetitive work and giving more employees the ability to build solutions, the company has been able to scale support while freeing IT to focus on higher-value work.
Moveworks helps leading enterprises drive productivity, reduce support volume, and empower teams across the business at scale. See Agent Studio in action to explore what’s possible for your organization.
