(Photo ©DANONE)
In a context marked by cost pressure, sustainability, and the need for agility, Danone faced a clear challenge: transforming the way it worked without losing control over its operations.
Manual processes, scattered data, and disconnected tools created constant friction in key areas such as legal, supply chain, and customer service. More than 80,000 complaints per year, resolution times of up to 30 days, and an increasing administrative burden highlighted the need for deep change.
But the issue went beyond efficiency: there was a lack of a unified view of processes and the product lifecycle.
BPM as a lever for transformation
To address this challenge, Danone adopted a clear approach: implementing a Business Process Management (BPM) strategy supported by Dassault Systèmes’ ITEROP solution.
The goal was not just to digitize tasks, but to orchestrate end-to-end processes, connect teams, and make data the core of all operations.
This led to the creation of the Business Process Factory, a model that enables continuous design, automation, and scaling of processes, aligning all areas under a single framework.
(Photo © DANONE)
From fragmentation to a connected operation
Thanks to ITEROP, Danone has been able to centralize its processes and data on a single platform.
Tasks such as complaint management, data updates, packaging validation, or contract generation have moved from manual and fragmented processes to automated, traceable, and collaborative workflows.
The impact is direct: fewer errors, greater visibility, and much smoother coordination between departments.
In addition, teams themselves can create and deploy new workflows in just a few weeks, quickly adapting to business needs.
Results that make a difference
The implementation of BPM with ITEROP results in clear and measurable improvements:
- 50% less time in complaint management (from 30 to 14 days)
- +80,000 cases per year handled more efficiently
- 200 daily active processes coordinated on a single platform
- 50% less administrative workload thanks to automation
This is complemented by a significant improvement in data quality, traceability, and collaboration between teams.
More than efficiency: adaptability
Beyond operational results, Danone has built a foundation that allows it to continuously evolve.
The BPM approach, together with ITEROP, not only optimizes what already exists but also enables agile process redesign, the integration of new capabilities (such as AI), and rapid response to a constantly changing environment.
Because today, the advantage is not only in making processes more efficient…
but in being able to transform them when the business needs it.
Article based on the customer story published by Dassault Systèmes on its official website.
Access the full case here: www.3ds.com/insights/customer-stories/danone
About DANONE France
Danone is a French company and a global leader in the food industry, recognized worldwide for its fresh dairy products, bottled water, and nutritional solutions. With iconic brands such as Actimel, Evian, and Blédina, the group focuses on combining health, pleasure, and sustainability in food. Danone also stands out for its expertise in medical and infant nutrition, particularly through its subsidiary Nutricia. Present in more than 120 countries, the company places innovation and social responsibility at the core of its strategy.
More information: www.danone.com
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