Coca-Cola Hellenic Beverage Company strengthens support services and IT systems resilience by accelerating issue detection and resolution with Dynatrace

Coca-Cola Hellenic Beverage Company (CCHBC) is a strategic partner to major beverage brands such as The Coca-Cola Company, Monster, Costa Coffee, Caffè Vergnano, and others. The company manages the entire value stream – from bottling and distribution to sales – to create stakeholders value, support socio-economic growth, and drive positive environmental impact. Operating across diverse regions with varying requirements, CCHBC relies on a complex, hybrid, multi-cloud and multi-vendor IT environment – centred around SAP – to process high volumes of data and maintain continuous business operations.

To support this, CCHBC wanted real-time visibility into the health of its IT ecosystem and business processes to proactively prevent the risk of issues that could lead to delivery delays, stock inaccuracies, or missed sales opportunities. CCHBC saw that it needed to consolidate its fragmented monitoring tools and adopt a unified observability platform that offered insights into system performance, availability and customer satisfaction.

After evaluating several solutions, CCHBC selected Dynatrace and PowerConnect for SAP Observability as the best fit for its needs, due to their unified approach to observability. Dynatrace provided a single source of truth for both internal teams and external service providers, enabling faster issue detection and resolution. By consolidating data from various systems into one platform, Dynatrace offered a transparent, real-time view of CCHBC’s entire technology stack and business processes.

“Dynatrace, together with Power Connect, has provided CCHBC with end-to-end visibility across our complex IT environment and multi-vendor support process,” said Ventsi Trendafilov, Business Continuity Manager, Coca-Cola Hellenic Beverage Company. “We can now correlate performance data across all applications, infrastructure, and dependencies, linking it to user behavior and business processes. This has empowered our teams with actionable insights to proactively identify issues, resolve them faster, and make more informed data-driven decisions. Dynatrace enhanced our system resilience and streamlined support processes, delivering a positive impact on our bottom line.”

• Faster resolution: Dynatrace’s AI-powered root cause analysis has enabled CCHBC to shift from a reactive to a proactive approach to issue resolution, resulting in more reliable services and improved customer satisfaction. Within a few months, Dynatrace helped reduce the duration of customer-impacting issues, cutting mean time to resolution (MTTR) for major incidents by 30%. It also contributed to a 10% reduction in user-facing incidents, with a continued trend of improvement.
• Greater collaboration: CCHBC uses Dynatrace’s full-stack observability to enhance collaboration with vendors when operational issues occur. For instance, in its warehouses, CCHBC uses augmented reality glasses to improve order picking efficiency and accuracy. When a supporting front-line application experienced an issue, Dynatrace swiftly identified the blocked process and alerted the responsible vendor, enabling rapid resolution and preventing service disruption.
• Improved reliability: Observability data from Dynatrace has become the cornerstone of CCHBC’s site reliability engineering (SRE) team and practices. By integrating Dynatrace with the IT service management platform, CCHBC can automatically generate support tickets when issues arise, routing them to the appropriate teams with detailed root cause information. This real-time visibility empowers teams to maintain and enhance system reliability, leading to fewer business disruptions and increased user satisfaction.
• Optimized operations: CCHBC’s long-term vision is to extend Dynatrace’s observability across every stage of its complex order-to-cash process. Even minor friction in this workflow can delay orders and impact financial performance. By implementing Dynatrace end-to-end, CCHBC aims to monitor each step in real time, enabling teams to identify inefficiencies and continuously enhance operational performance and user experience.

“The biggest benefit CCHBC has seen from Dynatrace is its ability to capture issues before they impact our users,” continued Trendafilov. “Dynatrace has consolidated our fragmented approach to monitoring, providing a comprehensive view of IT health – both across entire processes and at each individual step. This visibility has enabled our teams to improve and evolve our solutions and services, ultimately delivering greater value to our end users.”