Coca Cola Hellenic Bottling Company

coca cola room with employees

IT Support & Multi-lingual

Service Desk Services

The Need

Ever growing business needs of the Coca Cola Hellenic Bottling Company Group (CCHBC) to support its daily operations in 19 countries in Europe, Asia, and Africa, are met by OTE Group’s IT support services and multi-lingual service desk services, delivered from OTE Group’s premises in Greece.

The services

The Coca Cola Hellenic Bottling Company Group (CCHBC) has trusted OTE Group for the provision of IT support services to safeguard in daily basis the business continuity across all enterprise information systems of CCHBC, and the provision of multi-lingual contact center services in 15 different languages. 
Our skilled professionals provide diagnosis, analysis, management and coordination of remote actions to serve and resolve issues in CCHBC’s corporate information systems in each of the 19 countries.

In a nutshell, the services include:

  • infrastructure-iconEffective management of issues: We provide IT Support Services to ensure effective management and resolution of issues in all of CCHBC’s enterprise IT systems (Ordering, CRM, ERP, HR, etc.).
  • icon-24-724/7/365 service: The services are provided 24 hours a day, 7 days a week, 365 days a year.
  • a-pointer-iconCoverage of a large number of employees and partners throughout the world: The IT Support Services are available to 26,000 CCHBC employees and partners in 19 countries (Greece, Cyprus, Bulgaria, Northern Ireland, Ireland, Romania, Switzerland, Italy, Austria, Slovenia, Bosnia, Croatia, Nigeria, Serbia, Hungary, Poland, the Czech Republic, Slovakia and North Macedonia); On-site services are provided as well, in Greece, Cyprus and Holland.
  • icon-globalMultilingual IT Service Desk: For the needs of the project, we developed a combined multilingual IT Service Desk, capitalizing on the Contact Center-services expertise of its subsidiary COSMOTE e-value. Accordingly, two service centers, providing services in 15 languages, were created exclusively for CCHBC’s needs.


The benefits

Our experienced professionals, engineers and service desk agents, provide high-quality IT support and service desk services in 24/7/365 to CCHBC enabling:

  • Cost effectiveness: IT Support Services professionals, located in the premises of OTE Group in Greece, empowered by cutting-edge technologies and automation, manage, coordinate and resolve any issue in CCHBC’s enterprise IT systems remotely, for all 19 countries.
  • Uninterrupted business operations: IT Support Services by OTE Group ensure the smooth operation of the enterprise in 19 countries spanning 13 different time zones.  
  • Multi-lingual service desk: Service desk services are delivered in 15 different languages spoken in the countries of coverage, achieving top customer satisfaction.


They stated

Mrs Giota Labropoulou, Group Business Solutions & Systems Manager for CCHBC.

“We are extremely proud to continue our successful strategic partnership with the OTE Group in Greece and the wider OTE Group, which ensures ICT support for 19 out of the 28 Coca-Cola HBC countries. Since 2015, our investments in ICT projects in Greece have reached €57 million, highlighting our continued commitment to providing high added value services and contributing to youth employment for talented young people in our country.”

See our Customer Stories

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