The opportunity: Overcoming outdated processes in favour of harmonisation and simplification.
Danone is a world-leading food and beverage company, with 100,000 employees in over 55 countries. Danone’s purpose is to bring health through food to as many people as possible and its leaders recognised that to be able to serve the total needs of the organisation, digital transformation was imperative.
Faced with the challenge of reducing business services complexity and replacing outdated and disparate systems and processes with more efficient, automation-enabled self-service, the company approached KPMG firms in France and the UK to help.
Our response: Improving service quality for employees can lead to customer satisfaction.
Employee experience is fundamental to, and underlies, customer experience. Finding the point where the two intersect can lead to positive business outcomes.
Leveraging KPMG professionals’ experience in technology-enabled process improvement, the project team looked for ways to integrate and optimise using Powered Enterprise Global Business Services (GBS) solution. This allowed them to transform the user experience with data-driven personalisation functionality, while helping to facilitate enterprise-wide efficiency and productivity.
Danone had already migrated to ServiceNow’s platform for IT services to begin the process and was now ready to implement an enterprise-wide ServiceNow solution. The goal was to combine all services into a single organisational structure underpinned by KPMG’s business process optimisation model.
With KPMG Powered Enterprise GBS enabled by ServiceNow technology, Danone is now able to manage the full scope of Danone employees’ service requests through an intuitive, always-on and mobile-first digital interface.
The outcome: United in purpose and performance.
The resulting Danone solution is called ‘Founda!’, and is designed to drive efficiency across HR, finance, procurement and master data management. Enabled by the ServiceNow Enterprise Service Management platform, Founda! provides end-to-end visibility from request through to resolution. More than this, it acts as a critical cross-functional enabler for integrated business services, resulting in process harmonisation and consolidation, as well as significant cost savings.
The KPMG Powered GBS solution, enabled by ServiceNow, creates a single system of action for Danone employees. With a focus on mobile and self-service enablement, cases can be deflected and resolved, freeing up agents’ time to concentrate on other tasks. For organisations like Danone, the difference that KPMG Powered GBS enabled by ServiceNow makes helps to serve the ultimate goal — sustainable growth in a digital future.
