Philip Morris integrated the Ukrainian IT developer’s solutions into the corporation’s other markets. One of the challenges of the war for Philip Morris in Ukraine was the need to ensure the same level of service and availability of all products for customers regardless of their location.
Philip Morris integrated the Ukrainian IT developer’s solutions into the corporation’s other markets. One of the challenges of the war for Philip Morris in Ukraine was the need to ensure the same level of service and availability of all products for customers regardless of their location.
«With the beginning of the full-scale invasion, about 300,000 of our clients went abroad, and more than 170,000 moved within Ukraine — from east to west, from large cities to small ones,» said Roman Ivanov, Director of Innovative Products at Philip Morris Ukraine, during the conference «Ukraine is Changing the World. What Opportunities Are Opening Up?». «Before the war, it was easy for us to provide a high level of service in our offline brand stores. But the consumer expects the same experience at every point of interaction with the brand. And this is a call center that processes about 1.8 million calls per year, an e-commerce platform, 600,000 deliveries per year, chat bots, partner stores, etc.»
According to him, the company managed to create a single omnichannel experience for IQOS customers thanks to flexible integration solutions from the Ukrainian company Corezoid. This allowed consumers to receive the same high level of service both in Kyiv and anywhere else in the country.
Philip Morris used Corezoid’s system solutions to build integration systems with partners, allowing it to deliver this quality brand experience across any channel and with full access to all products, programs, and communications.
Ivanov also noted that the Ukrainian company Corezoid, which helped Philip Morris Ukraine develop fast and flexible system solutions — in particular, chatbots and integrations with partners, has become popular in other Philip Morris International markets thanks to successful cooperation in Ukraine.
«This company is currently developing chatbots for Philip Morris branches around the world. This is a good example of exporting Ukrainian knowledge and technologies — how to popularize Ukraine and its innovations abroad,» Ivanov explained.
In addition to technological solutions, the issue of personnel remains important for the company: due to the war, about 25% of the employees of the Ukrainian IQOS department currently work in the company’s branches in other countries.
«This is, on the one hand, a challenge, but on the other hand, an opportunity: our specialists are spreading Ukrainian experience in the UK, France, the USA and the headquarters in Switzerland,» said the director of innovative products at Philip Morris Ukraine.
He emphasized that Ukrainian teams have a lot to teach the world: from the use of advanced technologies to the speed of innovation. Approaches developed in Ukraine are already being scaled up in Philip Morris International’s international divisions.
