Case Study: Heineken achieves lower maintenance costs and faster issue resolution with TechSee visual assistance

Heineken slashes technician dispatches and resolves issues within 3 hours with TechSee

Heineken, a major global beer brand and distributor, faced high operational costs due to its commitment to a three-hour service level agreement (SLA) for technician dispatches to resolve equipment issues. To address this challenge without altering its SLA, Heineken partnered with vendor TechSee to implement its visual engagement platform for remote visual assistance.

Using TechSee's solution, contact center agents could visually identify issues and guide business owners through repairs remotely using AR-annotated images. This dramatically reduced the need for costly technician dispatches. The results included significant operational cost savings, a major improvement in first contact resolution (FCR), and a boost in customer satisfaction (CSAT) scores due to faster resolution times and reduced machine downtime.

Heineken