Master brewer explains how it harnessed real-time information to power remote workflows
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 mobilise its field service application.
Most of Heineken Ireland’s DSRs are remote or in transit, only visiting their local depot once a fortnight to collect tap equipment. Therefore, it was vital to have a new communications system that kept them fully informed of planned work schedules and specific customer requests in their area.
Heineken Ireland decided to pilot and deploy an enterprise mobility platform from Pegasystems. This supports multiple devices and networks and mobile connectors into more than 50 enterprise applications, including Siebel, SAP and NetSuite.
Heineken Ireland initiated the pilot phase of the project with 10 engineers who evaluated the platform services and software on a variety of devices. Following a successful trial, the mobility software was rolled out to all 77 engineers across Ireland using Windows-based tablets. “We looked at a number of mobility partners, but we decided to outsource our mobile field service to [Pega] because they demonstrated proven experience of mobilising Siebel for large enterprise customers” reports Gowran.
The company’s legacy paper-based system has been completely replaced using Pega. Plus, Pega was able to support customisation 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.
As Martin Gowran explains, “Because there are fewer links in the chain, the system is less prone to error.” The Pega solution also includes business rules for escalation of service requests and message rerouting in case the engineer is out of range at any point in the working day.
By mobilising the field service system Heineken Ireland has succeeded in streamlining its field service system, since engineers can receive work schedules and update the Siebel system directly from their mobile devices. As a result, data previously available weekly now is produced in near real-time and more accurately than previously possible.
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