Mobile Case Studies

Case study: Mondelēz International’s centralized crisis management app

July 24, 2014

  • Jessica Smith

Client

Mondelēz International is a multinational food processing company specializing in snack food, candy, coffee, and beverages. They are a Fortune 100 company with over 100,000 employees worldwide and hold the number 1 position globally in biscuits, chocolate, candy, and powdered beverages.

Problem

Mondelēz International’s crisis management system classifies potential crises into several categories. Although they had a set of processes in place for each type of crisis, they were stored in different places, locations, styles of communication, and oftentimes the information (contact details, flow charts, policies, for example) would be time consuming to locate. Mondelēz needed a way to centralize their functional crisis management processes to improve response time and quality.

Solution

Lextech developed a native iPhone app for Mondelēz’s crisis management needs. It contains contact information, a quick reference incident guide, a crisis management manual, and a process flowchart. Upon crisis impact, the employee opens the app and selects the field under which the crisis falls. The app takes them through the steps, who to call, and the process for staying on top of the crisis.

ROA (Return on App)

Their good incident management process became great through centralization, simplification, and mobility. In addition to creating a high quality app to support the existing process, Lextech helped Mondelēz refine the process itself, which is expected to improve communication and response times.

Client Feedback

“The final result that my colleagues and I envisioned was produced very well by Lextech and even 100% better! It’s very user friendly, your guys helped improve the vision and really gave us great input on the scope and ideas for the project,” said Vera Petrova, Associate Director of Global Quality Policy, Training, and Special Situations Management at Mondelēz International.

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