Danone is one of the world’s leading fast moving consumer goods (FMCG) companies. It currently has four business subsidiaries operating in the UK: Danone Dairies, Danone Water, Early Life Nutrition and Medical Nutrition. Collectively these four businesses control some of the most popular brands in the UK today and the company is renowned for both the products it represents and the people it employs.
The Customer Operations division in Danone Nutricia Medical Nutrition embarked on a strategic transformation programme to provide a 360 view of the customer. Part of this programme involved bringing together multiple operational systems under one central customer services portal to drive efficiencies and improve customer service. We were brought in to manage the day to day implementation of the programme as well as the change management workstream. As part of this 2 year long project we also developed and implemented a standard change methodology for Danone Nutricia and built internal capability to ensure future change can be successfully led in-house.
6000+ adopted users
£500k+ cost savings
The Danone Nutricia Early Life Nutrition business were looking to develop a new digital platform specifically designed for healthcare professionals. We held the role of project manager and having inherited this long-standing project during the scoping phase, quickly mobilised a project team, including multiple third party suppliers, to ensure a timely delivery.
Supply Chain improvement programme
The Supply Chain team at Danone Nutricia Medical Nutrition had initiated an improvement programme aiming to reduce operational costs in the UK and improve collaboration with key customers. Our business analysts were brought on-board to investigate a number of supply chain simplification projects. We developed multiple business cases and supported the team to prioritise the programmes of work, in line with their company objectives.
The Danone Nutricia Early Life Nutrition business was looking for innovative and creative solutions to further attract, delight and retain their customers for the Aptimil and Cow & Gate brands. Nine Feet Tall facilitated a series of workshops with Danone and its customers to identify and prioritise ideas to improve client loyalty and developed the ELN Innovation Roadmap. We subsequently led a Proof of Concept exercise for one of the strategic initiatives to radically change the product returns experience, with London based and then global pilots.
Tested, refined and delivered
New CRM Implementation
The project brief was to implement a new CRM to support Danone’s business reorganisation and to be rolled out across all Danone territories, globally. Nine Feet Tall worked as a pivot between the supplier and the client; brokering requirements, functionality, budget, contract commitments and governance structure. On-going HyperCare after launch ensured open communications channels between users, client and supplier continued.
Working practices aligned between:
120 sales staff from 4 teams and 2 countries
The amount of challenges were actually quite small, given the scale and complexity of the project - which reinforces the great work that Nine Feet Tall and the team have done during the project and in preparation of the go-live. Well done to you and the team and our partners around us.Pieter CoetzeeDANiS Regional Director UKIE, Danone Nutricia