Reimagining PBNA’s frontline experience

PwC gets the clients’ perspective

PepsiCo Beverages North America (PBNA) is PepsiCo’s beverage business with operations in the United States and Canada. Its product portfolio includes brands, including Gatorade, Mountain Dew, Aquafina, Lipton and Pepsi-Cola that each generate more than $1 billion in estimated annual retail sales each year.

PBNA transformed its business to increase customer service productivity and drive customer acquisition, onboarding and retention. PBNA is also focused on boosting revenue and improving frontline operational efficiency and effectiveness.

Interview with:
Johannes Evenblij
President, PBNA West Division

What was the challenge?

“The beverages industry is moving faster than ever — with consumer needs, sales channels and competition becoming more complex. PBNA needed a way to meet consumer’s increasing demands in less time.

Our vision is simple — deliver what consumers want, when they want it. This is a massive program to digitize our North America beverage business, with more than 23,000 employees affected, fundamentally changing the way our frontline works. Not only does this help our employees, it will ultimately allow PBNA to become faster, stronger and better for consumers.”

How does the solution blend the strengths of technology and people?

“We know the importance of investing in our future. This is more than technology implementation, it’s a digital transformation reimagining business processes through human-centered design. It drives new ways of working and smarter selling with advanced analytics.

Today’s workforce comes through the doors expecting us to have applications, software and analytics at their fingertips. We want them to know we’re investing in them.”

Interview with:
Ian Martin
VP of Transformation, PBNA

Tell us more about the solution.

“From the ground up, we meticulously crafted a platform and experience to enable PBNA’s frontline team with Salesforce Consumer Goods Cloud, enabled by components from PwC’s Connected Digital Front Office configuration and robust mobile framework. As a team, we rapidly created designs and prototypes, crafting a minimum viable product (MVP) version of the application of 700+ user stories that will be deployed by seven scrum teams over nine months.

Our frontline team is responsible for selling merchandise and taking our products to stores. This new technology will help them provide better service, and sell more, all in less time. With analytics at their fingertips, they can make better recommendations.”

Where or how did innovation come into play?

“We have a long history of developing cutting-edge tools for our frontline team. What I saw with Salesforce Consumer Goods Cloud was an opportunity to marry a leading platform with our internal know-how to bring these tools to life. This work also sets us up for the next generation of tools we can continue to build on and innovate for our frontline.

Now that we’ve laid the technology foundation, we expect more people will think about the evolving possibilities, which will accelerate company-wide innovation.”


Reduction in frontline legacy applications


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Contact us

Ian Kahn

Principal, Salesforce Practice & Alliance Leader, PwC US

Nithin Bendore

Principal, Salesforce Consulting, PwC US

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