Orange Business Services was tapped to transform snack-food giant Mondelēz International with an all-digital communications platform based on Microsoft Teams.
Cadbury, Chips Ahoy!, Oreo, and Ritz are just some of the Mondelēz International brands whose operations will now be unified on a single, global platform.
Orange Business Services will manage the Microsoft Teams platform, which will improve communication and collaboration among Mondelēz International’s offices, factories, warehouses, and contact centre agents on a massive scale, encompassing 80,000 employees across operations in 80 countries.
This will eliminate all legacy PBX systems, and Orange will take over and manage Mondelēz International’s global communications platform end-to-end — including voice capabilities in markets such as China, India, the Middle East and Russia.
Embedded cloud flexibility will enable Mondelēz International to scale their platform to grow and expand into new markets.
Some of the benefits expected once the implementation is completed by the end of 2022 include cost optimisation, a simpler IT vendor ecosystem with multi-cloud orchestration to manage the voice transformation, and a platform for new digital innovations.
“The entire physical footprint and home-based employees of Mondelēz International’s worldwide operations will be fully connected via a new virtual workspace,” said Jyotin Shah Sr., director of global digital workplace services at Mondelēz.
Shah said that even as the industry faces global supply chain challenges, Mondelēz will be able to easily share digital resources, communicate with one another, inspire creativity and collaborate across all their brands, from Oreo to Chips Ahoy!
Orange is also integrating ecosystem partners to provide reliable voice and video solutions for additional functionality. Mondelēz International’s contact centre platform will leverage the Orange global network and employ advanced analytics, automation and AI capabilities.
This will enhance various business functions, such as HR, payroll, and customer care, improving the customer journey experience and providing greater insights.
With advanced analytics and monitoring capabilities, Orange can identify possible points of disruption and deploy proactive maintenance prior to issues arising. In addition, a self-care portal provides visibility and a seamless communications experience.
“From top to bottom, Mondelēz International is undergoing a massive digital transformation of their people, processes and systems to create a modern, global business,” said Rob Willcock, SVP of Americas for Orange Business Services.
“Only Orange Business Services has the worldwide scale, in-house expertise with Microsoft Teams, and end-to-end services to make it happen for them,” said Willcock. “At the same time, Mondelēz International is playing a central role with us, co-innovating many of the new services that will be introduced.”