IWA (Global CPG Leader)
Intelligent automation transforms order-to-delivery operations
Credera and a global consumer packaged goods (CPG) leader partnered to optimize order delivery operations, reduce transformation costs, and improve order modification quality.
At a Glance
A leading CPG manufacturer faced persistent inventory shortages that disrupted plant output and profitability. Challenges included slow responses to customer inquiries, underused delivery vehicles, and disjointed ordering systems.
Credera created an intelligent automation platform to streamline operations from purchase through shipment. The technology delivered powerful results, cutting conversion spending by 70%, boosting request precision by 80%, and improving North American processing efficiency by saving roughly $8 per automatically resolved order.
The Challenge
Overcoming operational inefficiencies in global CPG operations
A global CPG leader was dealing with frequent disruptions in factory production schedules caused by material stockouts, leading to revenue loss. Customer service teams faced mounting pressure as inquiry volumes overwhelmed existing response capabilities, and transportation logistics suffered from suboptimal truck loading patterns, escalating both freight expenses and environmental impact through unnecessary carbon emissions. Order fulfillment workflows remained fragmented across siloed systems, demanding constant human oversight and corrections.
This combination of supply chain bottlenecks, customer experience gaps, distribution inefficiencies, and process fragmentation created compounding obstacles to competitive positioning. Leadership recognized that these interconnected problems demanded holistic transformation rather than isolated fixes to achieve sustainable growth.
The Solution
Implementing intelligent automation for end-to-end optimization
Credera deployed a Pega-powered platform to orchestrate complete order-to-delivery journeys through unified digital channels. Advanced business logic automated validation checkpoints while establishing seamless SAP connectivity for enterprise data synchronization. The architecture featured intelligent workflow engines, omnichannel integration capabilities, sophisticated rule-based decision frameworks, and comprehensive supply network enhancements.
Key innovations included customer self-service portals reducing support demand, load optimization algorithms maximizing vehicle capacity, predictive analytics identifying stock risks before disruption, plus configurable designs accommodating regional requirements alongside standardized global processes.
This technical foundation balanced automation benefits with operational flexibility.
The Results
Delivering measurable improvements across operations
The initiative generated substantial quantifiable gains across multiple dimensions:
Cost reduction: 70% lower transformation expenses
Quality enhancement: Modification accuracy jumped 80%, elevating satisfaction levels and minimizing errors
Process efficiency: North American facilities achieved automatic unblocking with approximately $8 saved per transaction
Operational agility: Enhanced scalability potential with diminished reliance on manual tasks
Strategic advantage: Cohesive cross-functional operations with reliable data-driven insights guiding decisions, positioning the enterprise for sustained market leadership and supporting future innovation initiatives
Related case studies
Contact Us
Let's talk!
We're ready to help turn your biggest challenges into your biggest advantages.
Searching for a new career?
View job openings
