In the world of confectionery giants, even the sweetest success can be hampered by bitter operational challenges. Mondelez International, known for delighting consumers with its cookies, chocolates, and candies across 160 countries, found itself grappling with a not-so-delectable problem: an outdated and complex indirect buying process. They partnered with Avaamo to cook up a revolutionary AI-powered solution, transforming their procurement from a sticky situation into a model of efficiency and user satisfaction.
Overall deflection of calls across all use cases
calls, queries, and interactions automated each year
Faster from request to PO
A process too complex to scale
Mondelez’s indirect buying process had become a bottleneck. 42% of business unit requesters found it too complex, and all purchase requests had to be routed through approximately 2,000 master shoppers via email, phone, or a portal — creating delays, limited visibility, and a 5% purchase request rejection rate due to errors like incorrect tax codes.
Compliance and productivity at risk
The complexity drove business users to bypass formal procurement channels entirely, creating compliance gaps and productivity losses. Low engagement scores reflected a workforce frustrated with the process, while mergers and acquisitions compounded the problem — onboarding new entities took 3 to 4 months.
A smarter path to procurement
After an extensive pilot, Avaamo’s self-service Procurement Agent was deployed across all buyers and master shoppers. The result was a significant improvement in user engagement, operational efficiency, compliance, and cost savings.