Elevate Heineken Vietnam's consumer engagement with an award-winning loyalty app


Elevate Heineken Vietnam's consumer engagement with an award-winning loyalty app 6.7x Increase in campaign effectiveness 30% Sales increase for one of the promoted campaigns 58% Reduction of operational costs 9.3/10 Customer satisfaction CONTENTS Summary Challenge Solution Result CONTENTS Summary Challenge Solution Result Like 1 Share Subscribe to our newsletter subscribe Summary Challenge Experiencing 90% of their customers have switched to other brands within the past three months in a competitive market, Heineken Vietnam wanted to build a mini app that could improve consumer experience and engagement and boost loyalty. Solution Niteco elevated Heineken Vietnam's consumer engagement by developing eKoin - an app where beer consumers can access campaigns information and redeem rewards while Heineken Vietnam and its agencies can manage the promoted campaigns. Result In close collaboration with Heineken Vietnam, Niteco helped bring the eKoin mini-app to life on time and within budget, contributing to higher satisfaction ratings, increased campaign sales, and reduced operational costs. The Challenge In a competitive beer market with both established brands and emerging craft beer trends, Heineken Vietnam faced a pressing challenge - 90% of their customers had switched to other brands within the past three months. To address this, Heineken, a trusted partner of Niteco since 2019, sought a solution to strengthen consumer engagement, optimize promotional investments, and drive online revenue growth. Niteco was honored to be the development partner for a seamless digital loyalty app that would transform customer interactions. This digital-first approach aimed to create effortless, rewarding experiences for consumers, while also improving operational efficiency between parties and maximizing business impact. The Solution The eKoin, a digital loyalty app, aims at revolutionizing consumer engagement by connecting users, Heineken, and agencies on one unified platform. The app is about to redefine digital engagement through instant-win mechanics, digital vouchers, and personalized promotions - making it easy for users to access information, redeem rewards, and manage campaigns seamlessly. Additionally, eKoin should enable Heineken to gather real-time consumer data, allowing them to tailor marketing campaigns to individual customer needs. To bring this to life, Niteco leveraged strategic research, agile development, and continuous optimization to deliver a seamless and high-performing solution. We began by identifying key consumer pain points and business needs, utilizing industry insights and competitor analysis to shape the app’s direction. With a Design Thinking approach, we mapped out intuitive user journeys, ensuring a smooth and engaging experience for users. Our Agile methodology, with two-week sprints, allowed for rapid iteration, clear communication, and continuous refinement throughout the development process. A crucial part of this process was integrating Zalo, Vietnam's leading messaging platform, with over 60 million active users. By utilizing Zalo’s Notification Service (ZNS), we enabled Heineken to engage with users in real-time, ensuring timely, personalized communication that greatly enhanced the app's effectiveness. The phased rollout of the app allowed us to gather user feedback and make continuous improvements, ensuring long-term success and a smooth, engaging experience for all users. The interface of the Heineken eKoin mini-app eKoin received the Outstanding Brand Solution award from Zalo, the platform on which the mini-app is built. How Niteco completed the transformative loyalty solution for Heineken Vietnam. All parties flow in eKoin mini-app The Result After just 3 months of close collaboration with Heineken Vietnam, Niteco successfully delivered the first-of-its-kind app in the Vietnamese market, positioning Heineken as a pioneer in digital consumer engagement. The app’s success was swiftly recognized, earning the Outstanding Brand Solution award at Zalo’s Partner Recognition 2024, highlighting its innovative approach and substantial market impact. Since its launch, the eKoin app has engaged approximately 480,000 users, with over 1,000,000 rewards distributed. The app exceeded user adoption targets by 66%, leading to a 6.7x increase in campaign effectiveness while reducing operational costs by 58% (and saved billions of VND). By centralizing consumer data and streamlining promotional campaigns, eKoin became the go-to platform for Heineken’s marketing activities, driving significant customer traffic to Heineken-affiliated venues and helped improved sales by 30% in one of the promoted campaigns. Customer complaints dropped by 89%, thanks to improved data accuracy and customer insights, contributing to a 9.3/10 user satisfaction rating. We’re incredibly proud of the results, and this is just the beginning of the digital transformation we accompany Heineken Vietnam. With ongoing updates and enhancements, eKoin will continue to serve as a powerful tool for consumer engagement, driving long-term loyalty and growth. Like 1 Share Subscribe to our newsletter subscribe × Subscribe to our newsletter Get the latest job openings and news delivered directly to your inbox subscribe

Summary

Challenge
Experiencing 90% of their customers have switched to other brands within the past three months in a competitive market, Heineken Vietnam wanted to build a mini app that could improve consumer experience and engagement and boost loyalty.

Solution
Niteco elevated Heineken Vietnam's consumer engagement by developing eKoin - an app where beer consumers can access campaigns information and redeem rewards while Heineken Vietnam and its agencies can manage the promoted campaigns.

Result
In close collaboration with Heineken Vietnam, Niteco helped bring the eKoin mini-app to life on time and within budget, contributing to higher satisfaction ratings, increased campaign sales, and reduced operational costs.

The Challenge

In a competitive beer market with both established brands and emerging craft beer trends, Heineken Vietnam faced a pressing challenge - 90% of their customers had switched to other brands within the past three months. To address this, Heineken, a trusted partner of Niteco since 2019, sought a solution to strengthen consumer engagement, optimize promotional investments, and drive online revenue growth.

Niteco was honored to be the development partner for a seamless digital loyalty app that would transform customer interactions. This digital-first approach aimed to create effortless, rewarding experiences for consumers, while also improving operational efficiency between parties and maximizing business impact.

The Solution

The eKoin, a digital loyalty app, aims at revolutionizing consumer engagement by connecting users, Heineken, and agencies on one unified platform. The app is about to redefine digital engagement through instant-win mechanics, digital vouchers, and personalized promotions - making it easy for users to access information, redeem rewards, and manage campaigns seamlessly. Additionally, eKoin should enable Heineken to gather real-time consumer data, allowing them to tailor marketing campaigns to individual customer needs.

To bring this to life, Niteco leveraged strategic research, agile development, and continuous optimization to deliver a seamless and high-performing solution.

We began by identifying key consumer pain points and business needs, utilizing industry insights and competitor analysis to shape the app’s direction.

With a Design Thinking approach, we mapped out intuitive user journeys, ensuring a smooth and engaging experience for users. Our Agile methodology, with two-week sprints, allowed for rapid iteration, clear communication, and continuous refinement throughout the development process.

A crucial part of this process was integrating Zalo, Vietnam's leading messaging platform, with over 60 million active users. By utilizing Zalo’s Notification Service (ZNS), we enabled Heineken to engage with users in real-time, ensuring timely, personalized communication that greatly enhanced the app's effectiveness.

The phased rollout of the app allowed us to gather user feedback and make continuous improvements, ensuring long-term success and a smooth, engaging experience for all users.

The interface of the Heineken eKoin mini-app

eKoin received the Outstanding Brand Solution award from Zalo, the platform on which the mini-app is built.

How Niteco completed the transformative loyalty solution for Heineken Vietnam.

All parties flow in eKoin mini-app

The Result

After just 3 months of close collaboration with Heineken Vietnam, Niteco successfully delivered the first-of-its-kind app in the Vietnamese market, positioning Heineken as a pioneer in digital consumer engagement.

The app’s success was swiftly recognized, earning the Outstanding Brand Solution award at Zalo’s Partner Recognition 2024, highlighting its innovative approach and substantial market impact.

Since its launch, the eKoin app has engaged approximately 480,000 users, with over 1,000,000 rewards distributed. The app exceeded user adoption targets by 66%, leading to a 6.7x increase in campaign effectiveness while reducing operational costs by 58% (and saved billions of VND).

By centralizing consumer data and streamlining promotional campaigns, eKoin became the go-to platform for Heineken’s marketing activities, driving significant customer traffic to Heineken-affiliated venues and helped improved sales by 30% in one of the promoted campaigns. Customer complaints dropped by 89%, thanks to improved data accuracy and customer insights, contributing to a 9.3/10 user satisfaction rating.

We’re incredibly proud of the results, and this is just the beginning of the digital transformation we accompany Heineken Vietnam. With ongoing updates and enhancements, eKoin will continue to serve as a powerful tool for consumer engagement, driving long-term loyalty and growth.