As one of the world’s most iconic beer brands, Budweiser has built a strong global presence and a powerful consumer influence. With the rapid evolution of digital marketing and customer engagement models, Budweiser’s operations in the Chinese market have grown significantly, leading to increasingly complex communication and service needs. To optimize customer interactions, strengthen channel management, and streamline internal operations, Budweiser partnered with Cloopen to adopt intelligent communication solutions that delivered substantial improvements in business efficiency.

1. Brand Background and Operational Challenges

Founded in 1876, Budweiser has become one of the world’s most recognized beer brands, with business spanning more than 50 countries and regions. As its consumer engagement channels expanded—especially across digital platforms—the company encountered several communication challenges:

• Fragmented 400 hotline call records lacking unified management
• Call data was difficult to retain and could not effectively support sales or operations
• Siloed communication across multiple business lines caused delays and inefficiencies
• Traditional manual workflows were slow and lacked transparency
• No complete, trackable, data-driven communication chain

To address these challenges and support its growing operational complexity, Budweiser needed a more unified, intelligent, and scalable communication system.

2. Cloopen’s Tailored Smart Communication Solution

Cloopen delivered a comprehensive communication solution designed to meet Budweiser’s customer service, sales, and channel collaboration needs:

1. Unified Management Through Intelligent Number Systems
A masked-number solution ensures seamless communication management and secure record retention across customer, dealer, and hotline interactions.

2. Cloud Contact Center Empowering Customer Service
IVR voice navigation and smart routing consolidate sales, customer service, and distributor communication into a single platform, improving service efficiency.

3. Customer Satisfaction Management for Service Quality
Automated post-call feedback helps Budweiser monitor real-time service performance and continuously enhance quality.

4. Data-Driven Operational Transparency
Call data is integrated into CRM, marketing, and store management systems, enabling “one platform for multiple business workflows” and eliminating communication silos.

3. Business Value: Efficiency and Service Capability Significantly Improved

After adopting Cloopen’s intelligent communication platform, Budweiser achieved major improvements across its operations:

1. Call data is fully traceable—business efficiency increased by over 50%
The unified 400 platform consolidates and stores call data, significantly improving workflow efficiency and reducing manual workload.

2. Faster customer service response and improved service quality
IVR and intelligent routing shorten processing time, increasing satisfaction for both customers and distributors.

3. Smoother channel communication with minimized information gaps
Real-time visibility into regional sales and distributor communication leads to more consistent and reliable collaboration.

4. Data-driven decision-making and operational optimization
Integrating call data with marketing and CRM systems provides Budweiser with deeper customer insights and more accurate market strategies.

5. Comprehensive digital upgrade of customer service and marketing
Cloopen’s intelligent communication capabilities accelerate Budweiser’s shift toward refined, data-based operations.

4. Conclusion: Driving a New Era of Intelligent Operations

By partnering with Cloopen, Budweiser has successfully built an intelligent, scalable communication platform that aligns with global operational standards. From customer service to distributor management and data analytics, Budweiser’s operational efficiency has been significantly enhanced—strengthening its competitive advantage in the beverage industry.

As intelligent communication technology continues to advance, Budweiser and Cloopen will further deepen their collaboration, working together to establish a new benchmark for digital transformation in the beer industry.