Enhancing the Freshness and Availability of Ferrero Products Across New Zealand

By introducing frozen storage and thawing capabilities at our Consumer Goods Distribution Center, DKSH enabled Ferrero to gain greater control over product quality in the New Zealand market.

Ferrero began in 1946 in the small town of Alba, Piedmont, Italy. Today, it is one of the world’s largest sweet-packaged food companies, with over 35 iconic brands, including Nutella, Kinder, Tic Tac, and Ferrero Rocher, sold in more than 170 markets. With over 46,000 employees, the Ferrero Group brings joy to millions of consumers worldwide.

Challenge

To manage the thawing process of temperature-sensitive products effectively, Ferrero needed a facility with precisely controlled temperature and humidity settings.

This requirement also introduced new logistical challenges. Containers arriving at -24°C had to be powered immediately upon arrival and kept sealed until the devanning process. Once opened, devanning teams were required to work inside the freezing containers at -24°C, necessitating strict safety and handling protocols.

With a 16-year partnership as the foundation, we were required to adapt to Ferrero’s evolving needs in the New Zealand market. The introduction of frozen shipments called for significant changes in infrastructure, product handling, and regulatory compliance - all while preserving freshness and market readiness.

Approach

Recognizing the complexity of the operation and strict compliance standards, we engaged external contractors to upgrade DKSH’s infrastructure. Key modifications included the installation of specialized mechanical equipment to meet the stringent environmental requirements for controlled thawing.

Due to the multi-stage thawing process, from initial receipt, through tempering, to final readiness, we implemented a rigorous protocol to preserve product integrity and ensure food safety. Inventory control was managed via SAP, providing complete traceability, regulatory compliance, and assurance against premature distribution.

Since pallets needed to be transferred directly from containers into thawing chambers, bypassing the standard tagging process, we obtained a special dispensation from the Ministry for Primary Industries. To support this new approach, ordering patterns and lead times were also revised to enable direct shipments from Europe.

Most of Ferrero’s seasonal Christmas lines were imported in frozen condition. We maintained detailed records of room temperature and humidity set points, which are shared with the supplier to confirm strict adherence to QA requirements.

Results

The results were substantial. Ferrero’s products now enjoy an extended shelf life, allowing consumers to receive fresher, better-tasting goods. Retail customers also benefit from longer selling windows, which enhances product turnover and supports increased sales and market share.

Direct shipments from Europe improved supply chain efficiency and reduced lead times. Previously, products were trans-shipped through Australia, causing delays, extra handling, and shortened best-before dates. The new direct import model not only improves freshness but also reduces environmental impact through fewer transportation steps and less handling.

This initiative showcases DKSH’s ability to adapt and align our operations with our partners’ global standards, ensuring the highest levels of quality and freshness are consistently achieved.

The ability to ship frozen products direct from the factory to be thawed in New Zealand will mean our products have an additional three months of ‘use by’ date, ensuring that our consumers are enjoying the freshest possible pralines all year round.

Hamish Thomson, Sales Manager New Zealand, Ferrero