Case Study: Kraft Heinz reduces order costs and boosts fulfillment with Genpact

Kraft Heinz cuts cost per order by 35% with Genpact

Kraft Heinz, a multinational food and beverage company, faced significant inefficiencies in its order management process. These issues, including labor-intensive manual interventions and a low case fill rate, were causing lost revenue, higher costs per order, and potential reputational damage. To address this challenge, Kraft Heinz partnered with vendor Genpact to optimize its operations.

Genpact built a custom order management solution utilizing the ServiceNow platform and its own Cora OrderAssist tool to automate exceptions and create a single pane of glass for customer service teams. This solution provided enhanced visibility, intelligent recommendations for out-of-stock items, and truck load optimization. The results for Kraft Heinz were substantial, including a 35% reduction in cost per order, a 10% increase in average truck utilization, and improved customer satisfaction scores.

Kraft Heinz