<BrewYourCode

eazle Customer Service is a critical component of the eazle ecosystem, designed to enhance customer experience and streamline business operations. It serves as a strategic entry point, enabling customers to efficiently manage their needs, navigate intuitively, and engage deeply with the platform.

Key components:

• Case Management: Manages customer interactions, including service requests, queries, quotas, and complaints.
• Customer Technical Services: Customer Technical Services: Provides technical support, resolves issues, and delivers tailored solutions.
• Contact Center: Manages omni-channel customer interactions, ensuring seamless support with integrated tools like RQC and Order Management.

eazle Distributor portal is a front-end app that is part of the global Digital Business Backbone initiative and is designed to streamline the ordering and delivery process for distributors. It features a user-friendly interface for order management, allowing distributors to place and manage orders efficiently.

Distributors use the portal to order products for their warehouses, ensuring they have the necessary stock to meet customer demands. The portal supports self-service capabilities, including viewing order details, selecting delivery addresses, and managing account information.

Sales Execution Mobile (SEM) is the core global SFA mobile app used by ~16,000 field sales reps across ~40 HEINEKEN markets. Offline-first, it guides the Sales Rep through the full store visit cycle—from preparation, through execution compliance checks, to closure. SEM is one of the in-field tools supporting and automating the daily activities of our Sales Representatives, allowing them to stay productive and drive sales.

It supports PICOS checks, brand asset audits, order intake including POSMs, promotion and product sales, and automated visit planning. It syncs with Dynamics 365 CE as a core CRM and data foundation layer.

The Digital Order Transfer (DOT) team builds and scales HEINEKEN’s global B2B ordering platform, enabling customers and distributors to place, manage, and track orders digitally. By replacing traditional sales channels with a mobile-first solution, DOT supports faster, more accurate, and transparent order management.

Our platform drives customer satisfaction, accelerates digital adoption, and contributes directly to business growth across HEINEKEN’s operating companies worldwide.

Marketing Automation (MA) aims to be the advanced communication engine that facilitates all digital communications with our customers, playing a key role in HEINEKEN’s future-fit vision for global digitization.

Our vision is to communicate the right information to the customer at the right time, creating the best customer experience. We are responsible for commercial and transactional communications across various channels (SMS, emails, push notifications, etc.) and platforms. Additionally, we continuously measure the impact of these communications and automatically adjust them to better serve our customers.

Customer HUB is the core of the eazle ecosystem, enabling customer data integration across all digital products within the Microsoft Dynamics 365 stack. We facilitate the execution of globally standardized customer lifecycle management processes. From a customer data perspective, we are responsible for linking the platform between the Global Master Data Management platform (Heisoul, DBB) and the new eazle ecosystem, ensuring accurate data entry in our CRM system to improve data quality and consistency for all HEINEKEN business operations.

Salesforce Marketing Cloud & CDP work together to power personalized, data-driven marketing at scale. The platform connects channels, automates customer journeys, and activates real-time insights — creating consistent, relevant experiences across every touchpoint. The foundation combines Salesforce Data Cloud (CDP), which unifies customer data into a single profile, with Marketing Cloud tools like Journey Builder, Mobile Studio, and Email Studio to orchestrate personalized, cross-channel campaigns. Powered by rich first-party data, every interaction is timely, relevant, and context-aware.

We’re on a journey toward smart, connected marketing — using behavioral signals, segmentation, and a modular architecture to drive engagement and loyalty across the full customer lifecycle. The platform supports both marketers and developers — offering intuitive builders, robust data tools, and seamless integrations.

Mediatool is the chosen SaaS solution for HEINEKEN's Global Media Hub. This comprehensive marketing management platform serves as the single source of truth for all media forecasts, campaign planning, and execution insights.

Thanks to this solution, we have:

• Unified Platform: Centralizes all media data for a comprehensive view of campaign performance and budgeting.
• Streamlined Operations: Supports media agencies and operating companies (OpCos) in optimizing workflows and improving campaign outcomes.
• Seamless Integration: Utilizes API standard integrations for media buying platforms (Meta, Google, Teads, TradeDesk, Snapchat, Pinterest, X, etc.), ensuring smooth data flow and synchronization.
• Reporting Insights: Enhances decision-making with live data.

Mediatool enables HEINEKEN to achieve greater media efficiency and effectiveness on its media spend.