Between 2023 and 2025, Nestlé Professional embarked on a major digital modernization effort to strengthen its foodservice operations in a rapidly changing environment. Rising costs, labor shortages, and supply chain complexity were challenging operators to deliver quality and consistency while meeting new expectations for speed, sustainability, and transparency. Nestlé’s vision was to build an end-to-end digital ecosystem that simplified operations for its partners and enabled better visibility, automation, and customer trust.

As a Senior Project Manager supporting Nestlé’s E2E Digital Program, I led the global rollout of AI-driven customer self-service tools that unified order management, invoicing, credit, and equipment tracking into one connected platform. My role centered on bridging technology with operations aligning more than 80 stakeholders across four partner teams and three global regions. I introduced standardized documentation, agile ceremonies, and cross-functional governance that reduced requirement gaps by 30% and improved process efficiency by 15%.

This work redefined how Nestlé Professional interacted with its operators. Through automation and predictive maintenance, the platform gave customers real-time visibility into orders, equipment health, and credit status. Self-service dashboards empowered operators to manage their accounts independently while enhancing sustainability reporting and traceability in line with Nestlé’s net-zero and circular-packaging commitments. The system also incorporated fallback logic that automatically suggested alternative “On-the-Shelf” products during supply disruptions, strengthening operational resilience across markets.

By 2025, the initiative had evolved into a global reference model for Nestlé’s digital commerce and enablement programs. The platform streamlined fulfillment, reduced exceptions, and increased transparency, ultimately earning consistent 9/10 and 10/10 customer satisfaction scores. Beyond efficiency, the project fostered alignment across global teams, proving that transformation succeeds when systems amplify clarity and collaboration rather than replace the human connection that drives service excellence.