Customer Case

Empowering Heineken's Customer and Employee Satisfaction through Polly.Help

Introduction

Introducing Heineken – A Global Brewing Force

Heineken, a distinguished Dutch brewing titan established in 1864, commands an expansive network of over 165 breweries spanning 70 countries. Renowned for its diverse portfolio of 250 international, regional, local, and specialty beers and ciders, Heineken’s influence extends through a dedicated workforce of around 73,000 individuals. As Europe’s premier brewer and one of the world’s volume leaders, Heineken’s legacy stands as a testament to brewing excellence.

The Challenge

Pioneering Enhanced Service while Trimming Costs

To cater to millions of discerning consumers, robust systems are imperative. However, Heineken’s meteoric rise in (inter)national prominence strained their existing systems. Rising to this challenge, Heineken sought to redefine their support experience to elevate customer service while streamlining operational expenses. The goal was clear: implement intuitive smart wizards that catered to both customers and internal staff across all brands and departments.

The Solution

Heineken's Keystone of Authentic Information

Heineken seamlessly integrated Polly.Help as the cornerstone across various communication channels, empowering contact center agents with consistent responses and precise operational guidelines. This collaboration also introduced dedicated self-service portals for enhanced customer experiences during seasonal events like Amstel Gold Race and Vrienden voor Amstel Live.

Polly.Help’s innovation extends beyond convention through the integration of advanced chatbots, serving both B2B and B2C sectors, thereby ensuring comprehensive service coverage. The commitment to excellence is further solidified by the implementation of Single Sign-On (SSO) and System for Cross-domain Identity Management (SCIM) integration, enhancing security, access efficiency, and user experience.

Results

Polly.Help Propels Heineken's Triumph

The collaboration between Heineken and Polly.Help yielded remarkable results. Across a spectrum of communication channels, including self-service, a cohesive and consistent response strategy was enacted, leading to a significant reduction in escalation instances. Notably swift outcomes materialized – within a mere three months, a substantial return on investment (ROI) was realized. Self-service efficiency experienced a remarkable surge, characterized by a noteworthy 60% reduction in inbound contacts. Moreover, employee satisfaction and confidence within Heineken soared by +40%, while employee efficiency and the First-Time Fix (FTF) rate witnessed an impressive improvement of +30%. Notably, even during peak periods like seasonal events, Polly.Help adeptly managed surges, effectively eliminating the need for additional staffing.

60% decrease in inbound contacts

30% increase in employee efficiency