Digitalizing the manufacture, marketing and distribution of five renowned snack brands helps global giant to boost efficiencies and improve innovation.
What do snacks such as Chips Ahoy!, Oreo, Ritz and those from Cadbury have in common? They are produced by Mondelēz International, and their global operations will now be unified on a single, global platform.
All Legacy PBX systems used in each brand’s offices, factories, warehouses, and contact centers across operations in around 80 countries have been upgraded to all-digital platforms based on Microsoft Teams.
This digital initiative is expected to improve communication and collaboration among 80,000 employees in markets such as China, India, the Middle East and Russia.
Once the implementation is completed by the end of 2022, some of the benefits expected include cost optimization, a simpler IT vendor ecosystem with multi-cloud orchestration to manage the voice transformation, and a platform for new digital innovations.
Said the firm’s Senior Director, Global Digital Workplace Services, Jyotin Shah: “The entire physical footprint and home-based employees of worldwide operations will be fully connected via a new virtual workspace. We will be able to easily share digital resources, communicate with one another, inspire creativity and collaborate across all our brands. Even as the industry faces global supply chain challenges, (we are) staying one step ahead.”
The technology vendor behind this initiative, Orange Business Services, is also integrating ecosystem partners to provide reliable voice and video solutions for additional functionality. Mondelēz International’s contact center platform will be outfitted with advanced analytics, automation and AI capabilities to enhance various business functions such as HR, payroll and customer care, to improve the customer journey experience and providing greater insights.
Additionally, with advanced analytics and monitoring capabilities in place, the manufacturer can predict possible points of disruption and deploy proactive maintenance prior to issues arising.
Said Rob Willcock, Senior Vice President, Americas, Orange Business Services: “From top to bottom, Mondelēz International is undergoing a massive digital transformation of their people, processes and systems to create a modern, global business.”