Meet Retha Summers, IT Director at Coca-Cola Consolidated—the largest Coca-Cola bottler in North America and the only publicly traded one. With over 17,000 employees and a massive growth trajectory, her team needed to support scale without increasing service costs or compromising experience.
At the heart of the challenge? A mission to make employees more productive and streamline technology experiences—especially for frontline workers.
“The problems and challenges that we were trying to solve with AI... around just making employees and making our people just be more productive. We really wanted to support, especially with our frontline workers.”
Retha and her team began their Moveworks journey with a clear and measurable pain point: password resets.
“Our primary target ....was our service desk as well as our businesses are spending countless hours on, which is password resets.”
They turned to Moveworks’ proactive capabilities to give time back to employees and avoid bottlenecks at the help desk.
“Your password reset is coming up....you can actually do it right now. And so, that actually helped us...provide hours back to the employees... before that, they were actually calling the help desk.”
Even as the organization scaled dramatically, Retha’s team didn’t need to expand support services.
“I think our biggest impact, especially looking inward to IT, is the fact that we have not had to increase our services at all. So, we've actually stayed at the same amount of agents that we had before.”
Over time, Coca-Cola Consolidated layered in more automation—from approvals to conversational AI.
“Because we're a service desk shop, we ....integrated very closely with ServiceNow. And so the next thing that we went after was like approvals. And so that has been just phenomenal.”
The introduction of Creator Studio and Agent Studio helped elevate what automation could look like—especially across IT and business teams.
“We did a hackathon, last year... it was very enlightening. Like I said, our IT people loved the ease of use... At the end of it, we had like 10 to 15 things that we could take then productionize.”
“What was wonderful to see was, you know, business users who don't have an IT background... by the end of those, I would say three days, they were in there like, yeah, I'm creating, you know, their own use cases and everything.”
With Agent Studio, the team found an intuitive, flexible tool that made building AI-powered use cases feel achievable—fast.
“They really did love the flexibility of it. And then they just loved how easy it was ....I would really have to work if I was doing this on my own. This would be like a very custom application ...and we'd be talking about, a lot of hours that would translate into, days, weeks or months to actually build.”
“So I really think, Agent Studio is going to be transformational, for us as well.”
Looking ahead, Moveworks is positioned at the center of Coca-Cola Consolidated’s AI strategy—specifically powering their internal AI assistant: Bottlecap.
“Our broader AI strategy... we are currently defining it. Because the space is, like I said, moving like lightning right now. But I will say for us, Moveworks is at the forefront of that strategy.”
“What we're trying to do... especially with the establishment of our AI system—Bottlecap is our AI system, by the way—we're actually trying to make that the forefront of the employee experience.”
For Retha and her team, the value is clear: sustained scale, increased productivity, and tools that business users actually want to use.
“How much can that actually move the needle? It can move the needle tremendously.”