Crm
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Heineken Ireland is a subsidiary of Heineken N.V. and has annual turnover of 340m with 440 employees. It produces and distributes specialty beers including Murphy's, Affligem, Paulaner, and Zywiec. To better service clients and gain a competitive advantage, Heineken Ireland needs to improve communication between field engineers and management, empower field agents, and reduce response times. Implementing a mobile CRM system on BlackBerry devices like Antenna Software's AMPower Service would allow for better scheduling, reduced paperwork, quicker reporting cycles within 24 hours, and overall better customer service.
Crm
- 1. The case Heineken Ireland is a wholly owned subsidiary of Heineken N.V., the most international brewer in the world. Turnover for Heineken Ireland amounted to 340m with an employment level of 440 people. With a specialty beer portfolio that includes Murphys Irish Red Beer, Affligem,Paulaner, and Zywiec ,Sol & Moretti.
- 2. Problem of case Ensure timely servicing of the clients. Gain a competitive advantage over the industry with better and perfect service. Ensure proper coordination between the engineer and the DSR. Lack of proper monitoring. Two way communication needed.
- 3. SOLUTION Better communication required Empower the field agents Reduce the time lag Easy to use Up to date service Delight clients with the service
- 4. Solution Mobile crm Antenna Softwares AMPower Service on RIM BlackBerry devices. Better schedulling Reduced paperwork and more work time Management has better control Better overview, unscheduled cleaning easy To reduce reporting cycles from a minimum of 7 days down to 24 hours.