Gerber_Traceability and quality across the infant food supply chain

Industry

Food and Beverages

Challenge

As a leading infant nutrition brand within the Nestlé ecosystem, Gerber needed to ensure end-to-end traceability and rigorous quality control across the procurement of raw materials from external suppliers.The process involved several critical checkpoints—including quality control, complaint management, supplier validations, and regulatory compliance—all of which required precise monitoring and structured documentation.However, these activities relied heavily on manual controls and disconnected tools, limiting visibility, process consistency, and the organization’s ability to respond promptly when issues arose.

Results

The implementation established a structured and automated system for managing quality and traceability throughout the supply chain.Every complaint, incident, and critical process checkpoint could now be recorded, managed, and resolved according to clearly defined protocols and response times.Automation reduced the organization’s dependence on manual processes, improving operational efficiency and ensuring greater consistency in execution.The solution also strengthened compliance with ISO standards, making quality audits, process monitoring, and regulatory controls easier to manage.

Key Product

HubSpot CRM

www.gerber.com

300.000+ employees

Company Size

Quality

Focus area

About Gerber

Gerber is a globally recognized infant nutrition brand known for its high standards of quality, nutrition, and food safety.

As part of Nestlé, the company operates under strict production and sourcing protocols, ensuring reliable products for one of the market’s most sensitive consumer segments.

The Strategic Challenge: Orchestrating Complexity

Gerber faced the challenge of coordinating a supply chain in which every interaction had to meet exceptional quality and traceability standards.

Managing suppliers, complaints, and quality validations required the coordination of technical, operational, and regulatory processes, while ensuring that every critical checkpoint was properly monitored and documented.

The strategic challenge was to transform these manual processes into an integrated, automated, and auditable system capable of delivering consistency, compliance, and confidence throughout the supply chain.

Services Provided

Customer Experience & Strategy

ICX Compass
Persona Playbook definition, including buyer personas, empathy maps, jobs to be done, and value propositions

Business & Digital Transformation

ICX Transformation Framework
ICX Process Transformation Framework

Technology Implementation

HubSpot Sales Hub
HubSpot Marketing Hub
HubSpot Service Hub
Adobe Commerce, formerly Magento Commerce
Interfacing BPM

Solution

ICX Consulting implemented a solution focused on automating quality management and monitoring processes throughout Gerber’s supply chain.

Using HubSpot Service Hub, workflows and business rules were configured to manage complaints, incidents, and quality validations, ensuring that each case followed clearly defined protocols.

The integration with Interfacing BPM enabled the organization to document and manage processes in accordance with ISO standards, providing complete traceability and stronger regulatory compliance.

The solution replaced manual controls and spreadsheets with a structured, centralized, and auditable system, improving both operational efficiency and process reliability.

Strategic Impact

The transformation strengthened Gerber’s ability to control and monitor its supply chain while remaining aligned with the industry’s highest quality standards.

The company established an operating model built around quality, compliance, and visibility, reducing risk and ensuring greater consistency across critical processes.

Automation also enabled a faster and more reliable approach to incident management, allowing teams to respond promptly whenever an issue occurred.

In addition, the implementation created a scalable foundation that can be extended to other processes, suppliers, and relationships within Gerber’s broader supply ecosystem.