Streamlining order management

The Kraft Heinz Company is one of the largest food and beverage companies in the world. A globally trusted brand, it serves the whole world and is present in 98% of homes in the U.S. For 150 years, Kraft Heinz has produced some of the world’s most beloved products.

Like many food and beverage companies, Kraft Heinz has faced supply challenges following the global COVID-19 pandemic. Its high-level strategy for tackling these challenges is to be agile at scale, and this is being driven by a company-wide digital transformation. 

As part of this transformation, Kraft Heinz saw an opportunity to change its approach to order management with ServiceNow. Whereas previously order management would have relied heavily on Excel spreadsheets and emails, this whole process has now been consolidated into the ServiceNow AI Platform, providing accurate, real-time order information.

The biggest impact has been the reduction in the number of manual touches and exceptions. The order management team can now go into the platform, see a problem, hit a button to get a recommendation, and automatically send an email to the customer.