Global shared service centers face growing pressure to reduce costs, increase efficiency, and meet rising stakeholder expectations. In Poland’s highly competitive BPO landscape, HEINEKEN Global Shared Services responded with AIRA—an AI-powered solution that transformed finance operations. Addressing challenges in automation, query resolution, and cross-functional collaboration, AIRA integrates with ServiceNow, SAP, OpenAI, and other platforms to streamline processes and boost performance. The results? A 46% increase in efficiency, 21,000 manual hours saved annually, a 20% drop-in error rates and a 36% increase in productivity.

• Achieve faster query resolution by integrating AI with service management and ERP platforms
• Enhance finance team productivity by automating manual tasks through intelligent tools like RPA and NLP
• Drive cross-functional collaboration by aligning Finance and Digital & Technology teams through shared data and goals

·       Establish a scalable innovation model by leveraging best-in-class platforms to future-proof shared services