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Estudo de caso

Heineken Ireland taps into mobility


Heineken Ireland schedules 24,000 line cleans every month to ensure 100 percent consistency across the 8,000 locations serving Heineken products in Ireland. The company scheduled routine and special-request customer visits with an inefficient paper-based system.

Because most of Heineken Ireland’s Draught Service Representatives (DSR) are remote or in transit, the company wanted real-time information to power the DSR’s remote workflows, keeping them fully informed of planned work schedules and specific customer requests in their area.

To help senior managers gain better visibility into scheduled line services and improve communications with company DSRs, Heineken Ireland chose Pega to mobilize its field service application.


Assunto: Excelência operacional Desafio: Atendimento ao cliente Desafio: Excelência operacional Desafio: Otimização da força de trabalho Industry: Manufatura Industry: Manufatura e alta tecnologia Área do produto: Serviço de campo
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