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Mobile
Success Story:
Heinken Ireland
Heineken
Ireland has boosted efficiency in serving over 22,000 installations,
by using BlackBerry devices & Antenna Software's field service
solution.
Heineken,
one of the largest brewers in the world, owns over 115 breweries
and operates in over 170 countries. In Ireland, Heineken Ireland's
Draught Service division provides planned cleaning & break/fix
services to more than 8,000 pubs, restaurants and hotels (more
than 22,000 installations) that serve Heineken products on tap.
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| Private
Company, founded in 1998 |
| Operating
Systems Served: BlackBerry, Palm, Symbian, Windows
Mobile / Pocket PC, Windows Mobile for Smartphone |
| Markets
Served: General Enterprise, Field Service, Healthcare,
Retail, Sales & Marketing |
| 2005
Mobile
Star Awards™ Winner: |
- Heineken
Ireland (Deployment: Field Service)
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| 2006
Mobile
Star Awards™ Winner: |
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Heineken's
service teams rely on the A³ SmartClient mobile application
(see diagram below) on RIM BlackBerry 7230 devices to access real-time
customer information wirelessly.
Previously,
planned maintenance schedules and associated activities were entered
manually, then distributed to field personnel. Completed paperwork
was returned and the activity closed.
With
the Antenna A³ solution, activities are sent wirelessly to
the field technicians. They review customers' history, order parts,
and update activities' status in real-time. Paperwork that took
several days to update now takes minutes. Urgent activities are
dispatched to the field teams with critical information, reducing
the number of calls to the call center for additional clarification.
In addition, field personnel can assign activities to other personnel
associated with that customer account (e.g. follow up sales or technical
support call).
The
benefits are more up-to-date customer records, faster service request
processing, and increased customer satisfaction.
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