Challenge
Mondelēz had used a very complex and disparate ecosystem of partners and vendors. Each had its unique technologies deployed in all regions. The multinational wanted to eliminate the complexity and consolidate its communications to a single platform supported by a reliable partner. Mondelēz chose Orange Business to manage this considerable transformation and consolidation project for its global outreach, credibility in the marketplace and strong project management capabilities. In addition, Orange Business has a deep, long-standing partnership with Microsoft.
As part of a multi-year partnership, Orange Business was ready to support this challenge.
A major global communications transformation
Over 18 months, more than 75 Orange consultants worked on the project, addressing three key areas: voice, video and contact center. The Mondelēz, Microsoft and Orange Business teams worked closely together on the project from the beginning to carefully manage change.
This transformation was achieved using three initiatives. Walk-in and take-over of the multinational’s existing communications operations from the incumbent for Teams, Teams Phone for enterprise voice and associated services. This included changing legacy PBX sites to Teams Phone for calling and management under unified global operations support provided by Orange Business, followed by the transition and transformation stage, where users were brought on board.
The transformation has simplified communications and collaboration management, including:
- Providing a single point of contact and streamlined vendor management
- Standardizing the infrastructure and communication devices
- Providing rapid service scalability to support Mondelēz’s strategy for growth and expansion by acquisition
- Enabling access to a broad ecosystem of services under one roof
- Moving from a hybrid and complex mix of on-premises and cloud environments to being cloud-first and cloud-only
Ensuring its VIPs and critical users had the best quality of service.
To efficiently leverage the Microsoft Teams ecosystem, Orange Business is working with Mondelēz in the following areas :
Integrate Contact Center as a Service using a leading contact center platform (Nice CXOne) integrated with Microsoft Teams.
Management of over 300 Microsoft Teams Rooms with Orange Open Videopresence.
Advanced proactive monitoring, alerting, and diagnostics tools like Martello.
Mondelez wanted to ensure its VIPs and critical users had the best quality of service. Orange Business implemented a customized Customer Success Management and proactive VIP monitoring service to support these users.
The White Glove service from Orange Business monitors the standard usage patterns and focuses specifically on 200 VIPs. If an issue is identified, proactive action is taken before it impacts the user. VIP service tickets are proactively generated and prioritized to minimize disruption and downtime for the leaders. The Success Management service has been very well received, keeps an eye on end-user experience, prioritizes VIP needs, and personalizes their requirements.
Orange Business has transformed Mondelez’s legacy infrastructure into a digital platform, enabling robust, secure, unified communications and collaboration on a global scale, ensuring their end-user expectations and experience.
Analytics combined with Success Management services provide a scalable solution designed to boost teamwork and enhance collaboration, which will help drive business outcomes.
Business Outcomes
Owing to its global footprint and scale, Orange Business has demonstrated its suitability to partner with Mondelēz. Apart from a global footprint, Orange Business expertise in transforming calling to Microsoft Teams Phone, coupled with the ability to provide a robust and secure end-to-end service, played a vital role in cementing this partnership.
Key benefits delivered in this partnership include:
- Simpler IT vendor ecosystem across global voice network infrastructure and managed Teams Phone service
- Cutting-edge analytics, monitoring and success management capabilities to proactively monitor the Teams environment, diagnose problems and rapidly correct issues before they impact end users
- Co-innovation opportunities and the best employee experience possible
- Advanced security and vulnerability management tools to ensure the multinational’s highly secure business environment
- Live feeds on usage patterns to enable Mondelēz to reduce costs significantly, adding and removing features as required
- Optimized and simplified IT support, enhancing the user experience and increasing productivity
- Increased user experience ratings: from 3.7 out of 5 to almost 4.9 out of 5
The project involved
65 000
Mondelēz employees
200+
Locations
80
Countries
Orange Business is now Mondelēz’s partner of choice to ensure optimum performance through a robust, proactive and measurable unified managed service.
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Mondelēz International
Mondelēz is one of the largest snack companies in the world.
- Global net revenues of approximately $31.5 billion in 2022
- Operations in over 80 countries
- 91,000 employees globally