Heineken, the largest brewer in Europe, operates in 70 countries with more than 250 brands worldwide. For more than 20 years, Heineken has operated in Mexico, where it runs six plants and employs more than 16,000 people.
A constantly evolving company, Heineken Mexico is a market leader with a portfolio of more than 20 products. But its contact center — the preferred touchpoint for most of its customers — relied on a disjointed process to manage 190,000 outbound calls and 40,000 inbound calls each month.
“We have always been focused on achieving continuous improvement, especially when it comes to implementing new technologies and access to the latest innovations,” said Adrián Lozano Cantú, Customer Service Manager at Heineken Mexico. “A modern, flexible all-in-one platform from Genesys was just what we needed. Everything flowed better, and in less time, than we expected.”
Evolving to automation
The journey to a contact center transformation started several years ago — taking Heineken Mexico from a legacy Cisco system to the Genesys PureConnect on-premises application. This was a huge step in the company’s transformation, enabling increased employee productivity, improved CX and enhanced visibility.
While Heineken Mexico had a very positive experience with Genesys PureConnect, the team wanted to leverage the benefits of the cloud. In 2020, it migrated to the Genesys Cloud platform to unify its digital channels — webchat, email, SMS and chatbots. The platform has also allowed them to test voicebot capabilities, where customers can call outside of business hours and interact with a bot. The next day, they receive a callback based on their need and the timeframe that best suits them.
With a clear migration roadmap in place, Heineken Mexico worked with partner Sixbell to ensure a smooth and efficient transition to Genesys Cloud. Building on the success of the implementation, Heineken Mexico was able to further enhance its customer experience.
“We knew it was time to migrate to a Genesys Cloud solution that would transform the contact center by delivering the innovation and automating business processes that our company needed,” said Lozano Cantú. “Now, we have a robust platform with all the features to empower our agents with a superior user experience. And it’s taken our customer service to another level.”
Enabling 360-degree visibility and remote work
Heineken Mexico has leveraged the open, flexible architecture of Genesys Cloud to provide 360-degree visibility for its agents. The platform also enabled agents and their supervisors to work remotely, an option that was critical when the COVID-19 pandemic struck.