Sector News

Snacking titan Mondelēz International moves global operations onto “all-digital workspace”

February 27, 2022
Consumer Packaged Goods

France-based telecom company Orange Business Services has teamed up withsnacking giant Mondelēz International’s to enhance its digital operations. The move aims to unify the operations of brands such as Cadbury, Chips Ahoy!, Oreo and Ritz under one “all-digital workspace.”

Overall, the initiative covers 80,000 employees across operations in approximately 80 countries, in a bid to improve communication and collaboration across Mondelēz’s offices, factories, warehouses and contact center agents on a massive scale.

“The entire physical footprint and home-based employees of Mondelēz International’s worldwide operations will be fully connected via a new virtual workspace,” remarks Jyotin Shah, senior director, Global Digital Workplace Services at Mondelēz International.

“We will be able to easily share digital resources, communicate with one another, inspire creativity and collaborate across all our brands, from Oreo to Chips Ahoy!. Even as industry faces global supply chain challenges, Mondelēz International is staying one step ahead.”

Moving past old phone-based system
This move will eliminate the legacy Private Branch Exchange (PBX) system – a business phone system that traditionally delivers features such as call forwarding, call transfer, call queue, auto-attendant and voicemail.

Orange will take over and manage Mondelēz International’s global communications platform end-to-end, including unique voice capabilities in markets such as China, India, the Middle East and Russia.

Meanwhile, embedded cloud flexibility is anticipated to help Mondelēz International scale its platform to grow and expand into new markets.

Some of the other benefits expected once the implementation is completed by the end of 2022 include cost optimization, a simpler IT vendor ecosystem with multi-cloud orchestration to manage the voice transformation, and a platform for new digital innovations.

Co-innovation with 360-degree oversight
Mondelēz International’s contact center platform will leverage the Orange global network and employ advanced analytics, automation and AI capabilities.

The same mix of technology provides Mondelēz with a global 360-degree oversight of its entire operations. With advanced analytics and monitoring capabilities, Orange can identify possible points of disruption and deploy proactive maintenance prior to issues arising.

“From top to bottom, Mondelēz International is undergoing a massive digital transformation of their people, processes and systems to create a modern, global business,” adds Rob Willcock, senior vice president, Americas for Orange Business Services.

In other recent Mondelēz International developments, the company invested around €12 million (US$14 million) in its largest food factory for dairy products and delicatessen in Europe.

Last September, the company successfully placed its first green bond, dubbed as the “largest ever green bond” in the Packaged Foods and Consumer Goods Industry.

Edited by Benjamin Ferrer


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