**London**: Nestlé is transforming its global contact centre operations by migrating to Genesys Cloud, aiming to boost IT efficiency and customer experiences while aligning with sustainability goals to halve carbon emissions by 2030. The initiative has achieved significant operational improvements and reduced IT disruptions.
Nestlé, a global leader in the food and beverage sector, has embarked on a significant transformation of its contact centre operations aimed at enhancing IT efficiency and improving customer and employee experiences. With a workforce of approximately 270,000 and a presence in 188 countries, the company operates around 40 contact centres worldwide. This initiative is part of a broader commitment to sustainability and digital innovation, including a goal to halve its carbon footprint by 2030.
The effort falls under Nestlé’s IT Journey to Cloud programme, where the firm aims to streamline operations by migrating from on-premises systems to a cloud-based infrastructure. Felipe Kitano, the Platform Manager for Contact Centre at Nestlé, noted, “Our challenge and strategy was to significantly reduce IT infrastructure and data centres by moving from on-prem to cloud, thereby reducing legacy vendors and technology stacks, while at the same time improving both the customer and employee experience.”
In the selection process for a new solution, Nestlé identified the Genesys Cloud platform as the most suitable choice. Kitano stated that Genesys provided a comprehensive solution, enabling global cloud migration adaptable to local regulations, while maintaining high service levels and a consistent user experience, irrespective of whether employees are based in the office or working remotely.
The deployment of Genesys Cloud, which is built on Amazon Web Services, has also benefitted Nestlé’s sustainability efforts, allowing the reduction of on-premises infrastructure and shifting towards green data centres powered by renewable energy. The system was initially implemented in 24 contact centres with another 16 subsequently added.
Currently, Genesys Cloud supports over 600 users across various core business functions, including HR, IT, finance, and customer service. In an average week, agents are responsible for around 26,000 inbound and outbound contacts, managing customer journeys seamlessly via a single interface that integrates customer relationship management (CRM) data.
Diane Danielson, Customer Solutions Manager for Nestlé North America, highlighted the operational benefits: “We’re able to create interaction codes and target warm customers with offers much more efficiently without constant screen jumping and duplicated data entry.”
The introduction of the Genesys platform has led to a notable reduction in operational disruptions. Kelly Dias, Contact Centre Product Owner at Nestlé, remarked that they experienced an “83% reduction in IT tickets,” defining stability and fewer incidents as primary advantages of the new system. He also added, “Now, with Genesys, it only takes a maximum of one month to launch a new contact centre, compared to six months before.”
In addition to stabilising operations, Nestlé has leveraged the automation and AI capabilities of the Genesys Cloud Workforce Engagement Management (WEM) tools, significantly minimising the manual processes that were previously in place. Florean Serrano, Operations Lead at Nestlé, explained that the transition to WEM has eliminated the need for manual spreadsheets and reduced dependence on external quality assurance systems. “With WEM, we have an all-in-one tool that does so much more,” he noted, particularly praising the platform’s speech and text analytics features for providing insights into employee concerns.
The company has also embraced newer functionalities, including gamification initiatives that foster healthy competition among teams through the integration of leaderboards based on key performance indicators (KPIs). The swift adoption of these innovative tools underscores Nestlé’s commitment to enhancing the effectiveness of its customer service operations.
Nestlé’s forward-looking strategy will advance further with additional IT efficiency improvements as the company plans to explore more capabilities integrated into the Genesys platform, including a seamless connection to ServiceNow. The digital transformation at Nestlé exemplifies how supplier relationship management and supply chain digitisation play critical roles in driving efficiency and revenue.
Source: Noah Wire Services
Subscribe to Industry Updates
