UCC Coffee delivers exceptional service and first-time fix-rates using smart-tech
UCC Coffee, the leading total coffee solution provider, is using Aeromark’s real-time multi-lingual Service Management platform to deliver fast, effective service to its customers. The company provides a market leading Total Coffee Solution to some of the industry’s leading foodservice, hospitality and retail companies including restaurants, pubs, QSR, contract caterers and grocery multiples.
In the UK, a team of more than 160 specialist coffee engineers, use smart-tech to look after all aspects of commercial coffee machine care; from full-service maintenance to reactive callouts. UCC Coffee’s customers rely on the company both for exceptional coffee quality, consistency and to ensure their equipment is always available; any downtime must be resolved in the fastest possible time. Using Aeromark’s real-time service management platform has enabled UCC Coffee’s operations team to achieve a consistently high first-time fix rate.
UCC coffee has also recently extended its service capability to manage planned and reactive maintenance for its pan-European customers.
“Providing world class service to our customers, underpinned by smart technology, is central to our market leading Total Coffee Solution for foodservice, hospitality and retail businesses across the UK, Ireland and, in Europe.” Elaine Swift, Regional Director (Northern Europe), UCC Coffee
Using dynamic, automated multilingual workflows, Aeromark’s real-time, multi-lingual Service Management platform enables companies to manage the unique challenges of operating a field service workforce across multiple regions while delivering the best possible service, regardless of location.
The service request lifecycle is streamlined from start to resolution; providing complete visibility and a full audit trail of customers’ equipment, service history, stock consumption and engineers performance. Uniquely, once a service call is scheduled for a European location all job information is automatically translated to the engineer’s local language.
UCC Coffee’s service centre receives requests via phone, email and self-service portal forming the work queue from which planners quickly and easily create service team schedules using multiple scheduling options.
Schedules are optimised to real-time, providing planners with a visual view of the status of jobs as the day progresses. They can see at a glance when service calls are completed quicker than expected and can add additional calls to an engineer’s day. Equally, if jobs overrun, work can be reallocated to other engineers, ensuring customer service levels are met and service efficiency is maximised.
Intelligent workflow translation automatically moves jobs designated for engineers in European locations to the relevant language workflow with job details, job sheets and related forms presented to engineers in their local language; streamlining and standardising service delivery.
Information and costs applied to the job, including usage of parts and engineers’ time on site, is automatically translated back to English and passed to the UK workflow and billing system for invoicing.
Customers of UCC Coffee can also submit service requests directly into UCC Coffee’s work queue, via a portal; giving the customer unparalleled visibility and control and increasing the efficiency of the service supply chain. A true example of a service ecosystem and partnerships powered by technology.
“Aeromark’s software gives us control and visibility of our service operation enabling us to exceed our customers’ expectations, in the UK and Europe, while increasing efficiency. It underpins the productivity of our operations and the service we provide to our customers.” Elaine Swift, Regional Director (Northern Europe), UCC Coffee
- Ends -
About UCC Coffee UK & Ireland
UCC Coffee UK & Ireland creates and manages coffee experiences for the most dynamic businesses in foodservice, hospitality and retail. It works in partnership with its customers to implement the right Total Coffee Solution. With a unique seed to sip model, market-leading insight and global network its total coffee solution is tailored around the customers’ needs and goals, ensuring their coffee offer outperforms the market.
Its Total Coffee Solution includes leading coffee brands, private label roasting, equipment, COFFEEWORKS training, and the UK’s largest service and maintenance support structure. Its range includes coffee brands Lyons, Three Sixty°, Grand Crü, Grand Café and Orang Utan Coffee, and exclusive partnerships with the world’s most innovative equipment brands including Nuova Simonelli, Thermoplan, and BUNN.
UCC Coffee UK & Ireland is part of UCC Coffee Europe. UCC Europe was formed following the 2012 acquisition of United Coffee by UCC Holdings Ltd. The Japanese, independent coffee company is the seventh largest coffee roaster, responsible for over £2bn annual sales.
UCC Europe employs 1,400 people, across three regions and eight companies and operates 10 manufacturing sites including its roastery in Dartford, Kent and Centre of Excellence in Valence, France – Europe’s largest producer of Nespresso-compatible capsules. It offers a total coffee solution to out of home and retail customers. It works across the entire value chain from seed to sip, delivering high-quality products and services at scale, consistently.
Aeromark Ltd has been at the forefront of Service and Asset management, Scheduling, Mobile App and GPS Tracking innovation since 1990. Aeromark’s real-time Service Management platform transforms the efficiency of service-based businesses, delivering previously unattainable efficiency and customer experience improvements. It provides one of the most comprehensive and powerful service management solutions available including Service and Asset Management, Workforce Scheduling, Mobile Apps, GPS tracking, IOT and Temperature Monitoring and Insight Analytics. These powerful modules can be used independently, in conjunction with existing systems, or together as a single, seamlessly integrated platform. Customers include Greggs, Yo! Sushi, Compass Group, United Coffee, SECOM, Amey, Arcus, Flowrite, Swale Heating, Capita, Flowrite, Motivair, Auto Restore, Ian Williams and Acme.
For more information please contact:
Dee Roche, Aeromark Ltd
T: 035 330 5757 ext 1701