Case Study

Heineken Ireland Taps Into Mobility

The brewing industry is a highly competitive market, facing increasing pressure on the pub trade. To ensure consistency in 100 percent of Ireland’s 8,000 locations that serve Heineken products, Heineken Ireland schedules 24,000 line cleans every month.

To help senior managers to gain better visibility of the scheduled line services and to improve efficiency of communications with the field-based Draught Service Representatives (DSRs), Heineken Ireland decided to mobilize its field service application.

The company’s legacy paper-based system has been completely replaced using Pega. Plus, Pega was able to support customization of the field service application in order to tailor it to Heineken Ireland’s specific business requirements. This enables management at Heineken Ireland to gain much better visibility of the service, cleaning and installation activities delivered by the company. Unscheduled break/ fix requests are now much easier to manage, alongside the planned line cleaning services.


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