Case Study: Heineken South Africa achieves rapid contact-centre launch and improved customer engagement with Avanade

HEINEKEN improves customer engagement with new call center solution

HEINEKEN South Africa faced an urgent operational challenge after splitting from its local distributor Brandhouse: the decommissioning of the old distribution system threatened order processing and customer relationships. To avoid losing business, HEINEKEN needed a fully functional customer and consumer contact center on an extremely tight deadline.

Avanade implemented Microsoft Dynamics CRM Online with telephony and integrated the existing ERP to enable order and distribution functionality and give agents the information they needed to engage customers effectively. The solution automated account relationships and triggered updates, surfaced ERP lookup values (depots, payment terms, regions) for agents, and delivered a 360-degree customer view—improving proactive engagement and helping HEINEKEN manage customers through the transition.

Heineken South Africa