Creating consistency and adaptability for Asahi Beverages

10 October 2022

Asahi Beverages is is one of the leading beverage companies in Australia and New Zealand. With a rich and varied history, Asahi Beverages markets quality alcoholic and non-alcoholic beverages, boasting a strong portfolio of established household brands and innovative, new-to-market products. Asahi Beverages is a member of Asahi Group Holdings, one of Japan’s leading beverage companies, and comprises some of Australia and New Zealand's most successful beverage businesses. These include Asahi Lifestyle Beverages (formerly known as Schweppes Australia), Asahi Beverages New Zealand and Carlton & United Breweries (CUB) – which now incorporates the Asahi Beverages alcohol division, Asahi Premium Beverages.

  • Efficiency across all operations
  • Updated digital platform
  • Consistent customer service
  • Improved communication organisation-wide
  • Streamlined reporting and data sharing
Xugo user working on an open case in Xugo
Asahi Xugo user working on an open case at one of their sites.
Image courtesy of Asahi Beverages.

the challenge

Prior to using Xugo, Asahi Beverages had an outdated database for all their information and communication. The team were restricted to using only one internet browser and manually sending out vouchers because of their work management system.

With the company sending out $800 worth of vouchers per week, Asahi Beverages needed a system that could send out e-vouchers instead of physical ones through the post, which could easily get lost.

Additionally, for both new and existing staff, Asahi Beverages needed upgraded software that was modern, automated and user-friendly. Asahi Beverages didn’t have a platform that could automatically gather all relevant data and produce a detailed breakdown when it came time to produce monthly reports and share them across teams or departments.

Asahi Beverage requirements

  • Flexibility to work on any browser and device
  • Cloud-based solution
  • User-friendly and modern interface
  • Automated data collection
  • Cohesion and consistency across teams and communications
  • Detailed reporting
  • Integration of CUB products and manufacturing sites

Xugo has all of the features required for a complaint management platform, from real time reporting to e-vouchers just to name a few. It is a highly automated system which helps us to improve process efficiency. Our overall experience has been great – Xugo is user friendly and provides us with various opportunities for process improvement. The Xugo team also provides excellent support when help is needed.

Huong Nguyen, Consumer Relations Team Leader – Asahi Beverages

the result

For the Asahi Beverages team, adapting to a new platform has been satisfying, with an intuitive system that adapts to their needs. Xugo automatically attaches emails to the system, ensuring all communications can be stored and actioned in one place.

Implementing Xugo has made completing tasks more efficient at Asahi Beverages, with staff being able to log in or generate reports at the touch of a button. With Xugo, Asahi Beverages has been able to save approximately two staff days per month through automation of processes such as data entry and sharing.

In particular, Asahi Beverages staff have been able to send out e-vouchers directly to customers through Xugo, which has improved efficiency and customer satisfaction.

Xugo also provides consistency as email templates are all kept in the system, meaning staff can respond to consumer inquiries and complaints uniformly. Reporting is instant and there is no need to wait hours or days for information to be loaded on or reports to be shared.

Additionally, Xugo has streamlined complaint reporting. When Asahi Beverages receives multiple complaints of the same nature for the same batch number, a threshold notification is sent to relevant stakeholders to keep them aware of the situation. Any related complaints are logged into the Xugo report without having someone manually update the team or stakeholders, ensuring everyone is kept in the loop at all times.

The Xugo support team has also helped Asahi Beverages with implementing and using the software. The Xugo service desk platform is easy to use and staff can receive direct support when issues arise. In addition, as a cloud-based system, product enhancements are always deployed seamlessly, and Asahi team members are always utilising the latest version of Xugo.

key benefits

Automated processes such as data entry and sharing reports

Consistent and easy-to-use templates

Accurate and up-to-date information all the time

Ability to send e-vouchers directly to customers

Improved communication and sharing of information between teams

Ability to access Xugo through multiple browsers, in and out of the office

Want to learn more about Xugo

With SFI’s Xugo, you can employ a solution that delivers a personalised, truly exceptional customer service experience with a full overview of your consumer management activities. Xugo not only assists your business to achieve regulatory compliance but also helps to identify trends, improve efficiencies, reduce costs and increase customer satisfaction levels. Get in touch and follow us on LinkedIn.