Molson Coors Case Study

Background

Molson Coors is the seventh-largest brewing company in the world, with a brewing heritage spanning over 350 years.

Founded in Burton-on-Trent in 1774, it has grown into a global powerhouse with a portfolio of over 100 beer brands. From household names like Coors Light, Molson Canadian, Miller Lite, Carling, and Staropramen to craft and speciality beers such as Blue Moon, Creemore Springs, and Cobra, Molson Coors’ brands are recognised and enjoyed worldwide.

Managing overflow call traffic while maintaining brand consistency

With such a strong global presence, brand consistency is vital in every customer interaction, including how calls are handled. To maintain this standard, Molson Coors needed a call centre partner that understood its brand identity and could deliver a seamless experience for its customers.

Molson Coors needed a reliable call centre solution to support its in-house team during peak periods. Key challenges included:

• Ensuring that no customer call went unanswered during busy periods.
• Preserving Molson Coors’ tone of voice and service quality, across all interactions.
• Handling customer and retail order enquiries at any time of day to meet the demands of a global audience.
• Ensuring that outsourced agents worked as an extension of the Molson Coors team.

To meet these requirements, Molson Coors turned to Answer4u for a tailored call-handling solution.

Expert call handling for a consistent customer experience

Molson Coors partnered with Answer4u to provide flexible, 24/7 overflow call handling, supporting its in-house contact centre. Answer4u’s ability to integrate smoothly with the Molson Coors team ensures that every call is answered with the right tone, professionalism, and knowledge of the brand.

Reliable contact centre support

Our dedicated team of call agents deliver the following services for Molson Coors:

• Daily overflow call handling, ensuring that no customer enquiry goes unanswered.
• Retail order management, providing a seamless extension to Molson Coors’ internal team.
• Ad hoc fully outsourced call handling, stepping in when the in-house contact centre is unavailable.

To maintain consistency, dedicated agents are assigned to Molson Coors, receiving in-depth training on the brand’s values, tone of voice, and customer service approach. This ensures that every interaction aligns with the company’s high standards.

Maintaining brand consistency

Through its partnership with Answer4u, Molson Coors has strengthened its customer service operations and maintained its high brand standards.

Benefits:

• Uninterrupted customer service – Even during peak call volumes or unexpected surges.
• 24/7 availability – Calls are handled around the clock, supporting Molson Coors' global customer base.
• Scalable support – Overflow and fully outsourced solutions adapt to business needs.
• Consistent tone of voice – Dedicated, trained agents who understand the importance of tone and messaging.

By entrusting its overflow call handling to Answer4u, Molson Coors continues to deliver exceptional customer service, reinforcing its reputation as a world-leading brewing company.