Case Study: Heineken Mexico achieves nearly double commercial sales and 99% service levels with Genesys Cloud CX

Transforming the customer and employee experience

Heineken Mexico, the local arm of the global brewer with six plants and over 16,000 employees, faced a fragmented contact center handling roughly 190,000 outbound and 40,000 inbound calls monthly. Legacy systems, manual processes, limited customer visibility and no remote-work capabilities constrained service and sales performance.

Heineken migrated from legacy telephony to Genesys PureConnect and then to Genesys Cloud CX, unifying webchat, email, SMS, chatbots and voicebots, automating workflows and enabling 360-degree agent visibility and remote work. The transformation, delivered with partners Sixbell and Tethr It Now, nearly doubled commercial sales (from 6% to 12%), raised service levels to 99% (from 95%), achieved 92% customer satisfaction, kept average handle time under 20 seconds, improved contact rates via SMS and increased employee satisfaction.

Heineken Mexico

Edgar Muñoz Hernández

Head of Analytics and Support