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
Murphy’s 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 Software’s 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.
