Mondi is a leading international paper and packaging company, with 35,000 employees in 35 countries. Their paper division is the No 1 producer of office papers in Europe. They offer a range of office and quality print products.

Their customer service is based on relationships; therefore the customer service functions were originally located in country markets which caused a lack of critical mass.

“Atos Consulting always kept the overview of the entire programme and really focused on in-depth planning and our milestones, which was very much needed as we did not have any contingency in our timeline. We were supported by them, managing various risks proactively.” Oliver Hilpold, Programme Manager, Mondi

Mondi Achieves Number 1 in industry accolade one month after Go-Live

Our client Mondi Group has been ranked Number 1 for Customer Service for Western Europe in this year’s paper industry customer satisfaction survey, organised by EMGE. The survey was conducted in August 2008, just 4 months after their first cut over and 1 month after the second, following establishment of a new Customer Services Centre for Western Europe, based in Vienna.

Business Challenges

Mondi had identified a number of business challenges including strong competition in a changing marketplace combined with evolution of customer types and requirements. These challenges led to the decision to implement a Shared Service Centre for Customer Service for its Paper Division, creating a new operating model and consolidating operations in six countries into one location in Vienna, Austria.
 

Solutions

Atos Consulting used a structured methodology to support Mondi to perform a feasibility study and establish a business case for Shared Services. Once the outcome was endorsed by the Board, a rapid mobilisation of the team was done to kick off the Design Phase. During this phase, all the elements required for a successful roll out of the programme were designed and all the potential risks were mitigated by establishing clear action plans.
 

Benefits

Atos Consulting’s approach has established a robust platform for the Implementation Phase and through the process of working together and sharing knowledge.  The Mondi core team has been equipped with the key skills required for managing the subsequent phase. This clearly demonstrates our strong knowledge transfer culture where we focus on empowering and coaching client team members, together with an ability to work in a style which suits the individual client.

“At the beginning, it was felt almost impossible to achieve what we aimed to do, but we were guided by Atos Consulting step by step, prioritising actions almost every day.” Ulrike Schnetz, Process Manager, Mondi

“The advice given for the consultation process was very professional and well structured.”
Oliver Hilpold, Programme Manager, Mondi