Case Study: Heineken Ireland achieves 30% fewer resources and real-time mobile field reporting with Pegasystems' Pega Mobility

Heineken Ireland Taps Into Mobility

Heineken Ireland, which supplies beer and services to more than 8,000 pubs, restaurants and hotels, needed to ensure consistent draught quality across its estate by scheduling 24,000 line cleans a month. Managers lacked visibility into scheduled cleaning and maintenance, communications with largely remote Draught Service Representatives (DSRs) were inefficient, and a legacy paper-based process made it hard to manage unscheduled break/fix work and keep data current.

Heineken piloted and then rolled out Pega Mobility to its field engineers, integrating mobile scheduling and real-time reporting with back-office systems like Siebel. The solution enabled direct mobile updates, faster data capture (from weekly to hours), better communication and data quality, and streamlined field operations—delivering higher customer satisfaction while using 30% fewer resources.

Heineken Ireland

Martin Gowran

IT Project Manager