The Power of Proof: How Mars France Saved Millions in Unverified Claims

The Complex Logistics of a Multi-Category Giant

Mars France is responsible for the distribution of some of the world’s most beloved snacking, petcare, and food brands. At the heart of their operations is a sophisticated replenishment network that moves 35,000 loads annually from two primary loading sites to retailers nationwide, ensuring that shelves remain stocked and consumer demands are met. To manage this volume, Mars relies on a diverse ecosystem of over 30 carriers, composed of localized, regional specialists reaching every corner of France.

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The High Cost of Manual Visibility

Before implementing a digital tracking solution, the logistics landscape at Mars France was characterized by manual processes and information gaps. Without a centralized tracking system, the team was forced to manually request Proof of Delivery (POD) documents from drivers—a process that was inconsistent with documents only being received a fraction of the time.

This data gap created a significant financial liability regarding customer penalty claims. Without verifiable delivery evidence, Mars lacked the objective basis needed to contest claims of late or incomplete shipments, leading to immediate cash flow pressure through avoidable settlements. Beyond the financial impact, the absence of a shared information source forced customer service teams to manually bridge the gap between retailers and the control tower, spending their time on internal inquiries rather than resolving customer needs.

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Choosing the Carrier-Preferred Path

To solve these challenges, Mars France integrated Shippeo, a solution that came highly recommended by their strongest carrier partners. Because Shippeo is widely used within their carrier network, most carriers are already integrated. For the remainder, Shippeo’s team employs Visibility Engineering, made up of a uniquely holistic and robust implementation framework, strong expertise, and change management, to guarantee onboarding success.

With Shippeo’s guidance on carrier engagement, Mars anchored their tracking and POD upload requirements in a 'bonus/malus' system. This performance-linked model ensures that real-time visibility becomes a shared priority, rather than just a technical requirement. Customer service teams gained instant access to shareable POD links - no extra logins, no back-and-forth. This rapid implementation, supported by Shippeo’s proven delivery model, significantly accelerated time-to-value for all stakeholders. By establishing a foundation of trusted data from the outset, Mars successfully moved beyond manual administrative chasing, empowering their teams to focus on the high-value execution that keeps their supply chain moving.

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Millions Saved and a Sustainable Future

The impact was immediate. In 2024 alone, Mars successfully contested 75% of retailer penalties – armed with time stamped delivery data that left little room for dispute. This resulted in millions of euros saved on customer claims that would previously have been written off. Beyond the balance sheet, the project has elevated the brand’s reputation; Mars has seen a marked improvement in the TAS industry survey, where retailers rank their suppliers.

Looking ahead, Mars plans to leverage this visibility to tackle Scope 3 transport emissions, using Shippeo’s data to calculate carbon footprints with greater fuel accuracy. Having established a strong foundation, Mars and Shippeo are working closely to evolve their visibility capabilities, to maximise subcontractor tracking rates, while leveraging Shippeo’s trusted data for more transparent, autonomous, and sustainable logistics.