Case Study
Coffee machine specialist Coffema saves up to 20% mileage and delights its customers
To centralise and digitise its service processes, Coffema implemented software from Solvares Field Service. Since then, the solutions have become indispensable for managing service technicians.
The company: professional coffee machines with comprehensive service
For over 50 years, Coffema has been active as a specialist in sales and service for professional coffee and espresso machines. With a focus on hospitality and gastronomy, bakeries, and workplaces, approximately 40,000 coffee machines from renowned customers such as Lidl, Metro, Coca-Cola, and Hotel Vier Jahreszeiten are serviced by Coffema in Germany alone.
In addition to the national business, there is the international business, which is covered by foreign subsidiaries. Today, over 280 employees work with VISITOUR at Coffema in Germany, Denmark, Belgium, and the Netherlands, including 150 of their own service technicians.
The project: seeking more efficient service processes
As early as 2005, Coffema began searching for strong software partners to operate a central service center. The goal was to centralise and fully digitise all service processes, from order entry to billing.
Understanding Coffema's requirements
The software package from Solvares Field Service exceeded Coffema’s expectations. “The understanding of our requirements was immediate, and with the expertise available at Solvares Field Service, we were able to develop our project idea together,” says Gode.
In addition to the passion for intelligent software solutions that is clearly evident at Solvares Field Service, Coffema is also impressed by the technical components. The open interface architecture, which enables simple data transfer to the ERP system Microsoft Dynamics Navision via web services, convinces the coffee machine specialist.
The high speed of optimisation and the multitude of parameters that can be considered during field planning also play an essential role.
He therefore views the introduction of the product in the company as a logical step.
The results quickly silenced initial concerns and negative voices among the workforce. “Today, the digitised processes are so deeply ingrained that working without a tablet in the field is no longer conceivable,” the IT manager describes the internal transformation. With the introduction of MOBILE FLOW, real-time order data transmission from the field is now also to be realised.
20% mileage savings
Just one year after the introduction of VISITOUR, success became evident with approximately 20% mileage savings in the company. Through centralised and software-supported field planning and route planning, efficiency in order entry and processing has also increased significantly.
Waiting times for customers have been significantly reduced through the use of the software. Customer feedback confirms that overall satisfaction with the service has increased.
Good planning, proactive appointment management, and professional customer interaction do not go unnoticed by the competition. With the help of software from Solvares Field Service, Coffema has succeeded in gaining a real competitive advantage through the professionalisation of its service offering.
Conclusion
What You Can Take away from this for your Service
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Industry
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Results
- 15–20% mileage savings
- Increased customer satisfaction
- Increased order processing
- Competitive advantage through more professional service
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