Case — Beverages & FMCG
For the Bitburger summer campaign, PROWERB connects inbound stock, reward shipping and participant support. Orders from the campaign app are linked to the operational workflow.
Receiving, stock and assembly for the campaign.
Bring orders from the campaign app into fulfilment.
Link hotline and email enquiries with each case.
What Prowerb runs for Bitburger — as of 2026.
A brewery group's summer campaign works differently from its core business. Instead of pallets to retail, individual packages go to households: jerseys, fan merchandise, cooler boxes. Every prize is its own shipment, every winner an end customer with questions — where's the prize, and what happens if it's out of stock. The load doesn't arrive evenly, but in campaign waves. This operation needs logistics that can handle end customers, and support that understands the campaign.
Prowerb took over the campaign's complete logistics management — from goods receipt through inventory management to the dispatch of every individual prize. Prize orders flow directly from the sweepstakes app into the system via direct import, without manual steps in between.
In parallel, Prowerb runs end-customer support: the phone hotline and the complete email support for the campaign, including delivery-status information and replacement-prize processing. The summer campaign was also Prowerb's first large-scale use of AI in end-customer support.
The digital side of the mandate also includes operating the VIP portal and e-commerce.
The path of a prize through the operation — from entry in the app to the resolved inquiry.
End customers enter via the promotion app — with a points system and QR mechanics. Prize orders flow into the Prowerb system via direct order import from the sweepstakes app.
Jerseys, fan merchandise and cooler boxes are stocked and inventory-managed — the basis for reliable commitments to winners.
Picking and dispatch as individual shipments to households, run via the campaign line built for campaign-driven peak loads.
Shipment status, transport exception handling and replacement-prize processes when a prize is out of stock.
Hotline and email support answer participant inquiries. All cases are evaluated and feed back into ongoing FAQ development.
Result
For phone calls, its share was 15 percent — the rest was handled by people who know the campaign. All inquiries are evaluated and continuously improve the FAQ: every campaign wave makes the next one better. The mandate has run since 2025 and is almost entirely promotion-driven. Peak load isn't the exception here — it's the normal case — and the operation is built exactly for that. The app order, physical prize and support are connected: a status question or replacement prize continues the same prize case.
Three service areas carry this mandate — each also bookable individually.
Yes, fully: the phone hotline and the complete email support for the campaign, including delivery-status information and replacement-prize processing. Participants talk to people who know the campaign — not an external call center.
Via direct order import from the sweepstakes app into the Prowerb system, with no manual steps in between. Goods receipt and inventory management run behind it in the same system — the basis for reliable commitments to winners.
There's a defined replacement-prize process for that. It's as much a part of the operation as shipment-status information and transport-case resolution — the transaction stays in-house until it's resolved.
The Bitburger mandate is almost entirely promotion-driven — peak load is the normal case here, not the exception. Prize dispatch runs as individual shipments to households via the campaign line, which is built for campaign-driven peak loads and reconfigured for a new campaign in under three hours.
Yes, in large-scale use since the Bitburger summer campaign: more than 85 percent of email inquiries were answered by AI, with a 15 percent share for phone calls — the rest handled by people. All cases are evaluated and continuously improve the FAQ, with every campaign wave making the next one better.
Yes. Alongside fulfillment, the Bitburger mandate includes the promotion app with points system and QR mechanics, as well as operating the VIP portal and e-commerce — campaign mechanics and logistics from one operation.
The mandate connects prize orders from the app, physical prize dispatch and participant support. A cooler needs different packaging from a jersey; delivery status and replacement prizes remain part of fulfilment. For new campaigns, prize stock, dispatch approval and permitted replacements are agreed in advance. The VIP portal and e-commerce are additional digital parts of the mandate.
When your next campaign comes up: send a briefing. Process, integration and capacity come back as a concrete proposal.
