Case study: UCC Coffee

Challenges

UCC Coffee, one of Europe’s leading coffee producers with customers across six countries, 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, the largest in the UK, look after all aspects of commercial coffee machine care: from full-service maintenance and reactive callouts, to simple repairs. 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 extended its service capability to manage planned and reactive maintenance for its pan-European customers.

UCC Coffee needed a service management platform that would enable them to manage their pan-European service operation from a centralised support team in the UK while scheduling planned service and reactive callouts for customers Europe.

Aeromark’s real-time, multi-lingual, Service Management platform was the only solution able to provide this capability which now underpins its service operation; enabling the company to deliver efficient, effective service with a 98% first-time fix rate.

Solution and Benefits

Pan-European visibility of Assets and Engineers

Aeromark’s software provides pan-European visibility of all coffee machine assets and engineers; enabling UCC Coffee 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.

Real-time Schedule Optimisation

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.

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. We have increased the productivity of our administration and back office and our first-time fix rates are at 98%

Elaine Swift, Regional Director (Northern Europe), UCC Coffee

Intelligent Workflow Translation

Jobs designated for engineers in European locations automatically move 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.

Seamless Customer Supply Chain

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.

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