Nestlé Costa Rica_Optimizing commercial operations with a strategic supplier

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Industry

Food and Beverages

Challenge

Nestlé Costa Rica needed to improve how it managed its commercial relationship with Paradise Ingredients, one of its strategic suppliers, while meeting stringent quality, traceability, and compliance requirements.The process involved several critical interactions, including order management, sample deliveries, quality validations, and complaint handling. Each of these activities required rigorous follow-up and accurate documentation.However, the existing systems did not provide complete visibility, control, or real-time traceability. This created potential risks related to ISO compliance, inconsistent response times, and difficulties auditing the process from end to end.

Results

The implementation enabled Nestlé to structure and automate its commercial relationship with the supplier, creating a fully traceable process aligned with the company’s standards.Clear response times and control points were established for every stage of the process, improving operational efficiency and coordination between both organizations.By centralizing the information, teams gained complete visibility into the status of orders, samples, and complaints, making the process easier to manage and audit.The solution also strengthened compliance with ISO standards by ensuring that every interaction was documented and managed according to clearly defined protocols.

Key Product

www.nestle.com

300.000+

Company Size

Quality

Focus area

Process

Commecial operations

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About Nestlé

Nestlé is one of the world’s largest food and beverage companies, with a global presence and a diversified product portfolio.

Its operations are characterized by high standards of quality, sustainability, and supply chain efficiency. The company works with strategic suppliers under rigorous performance and compliance requirements.

The Strategic Challenge: Orchestrating Complexity

Nestlé Costa Rica faced the challenge of orchestrating a critical commercial relationship within its supply chain, where accuracy, traceability, and compliance were non-negotiable.

Working with strategic suppliers requires coordinating multiple commercial, operational, and quality-related processes while ensuring that each one meets global standards and can be audited at any time.

The strategic challenge was to transform an operational relationship into a structured, measurable, and fully traceable system capable of supporting the demands of a global organization.

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 HubSpot-centered management solution to structure and automate the processes supporting the commercial relationship between Nestlé and its strategic supplier.

Workflows, business rules, and control points were configured to systematically track orders, samples, and complaints. This ensured clearly defined response times and greater visibility throughout every stage of the process.

The solution brought commercial, service, and quality processes together within a single environment. It was complemented by business process management tools that supported compliance and documentation in accordance with ISO standards.

The result was a more organized, transparent, and auditable operation, with complete traceability across every interaction.

Strategic Impact

The transformation strengthened Nestlé’s ability to manage its supply chain strategically by improving control and visibility across critical supplier relationships.

The company established an operating model built around traceability and compliance, aligned with its global organizational standards.

Nestlé also improved its management and auditing capabilities, reducing risk and ensuring greater consistency in the execution of critical processes.

In addition, the implementation created a foundation for extending this model to other commercial relationships within the company’s broader supplier ecosystem.