UCC Coffee uses Aeromark platform for its service delivery.
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Aug 13, 2019 • Software & Apps • News • aeromark • Catering and Hospitality • UCC Coffee
UCC Coffee uses Aeromark platform for its service delivery.
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,” said 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.
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,” said 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.
Mar 28, 2018 • Management • News • Darren Beech • Hobart Service • Keith Mackie • Louise Plant • management • Miele • Christian Hampshire • Hobart • UCC Coffee
A new management team is set to revitalise Hobart’s service division as 2018 ushers in a fresh approach to business.
A new management team is set to revitalise Hobart’s service division as 2018 ushers in a fresh approach to business.
The new four-strong team shares over 80-years of industry experience and includes the company’s very first female Sales Director.
MD Keith Mackie, formerly of UCC Coffee and widely credited with transforming the operations side of the business, joins Sales Director Louise Plant, previously of service specialists JLA, Finance Director, Darren Beech, formerly of Premier Foods, and Operations Director, v, who has joined from Miele.
Our task as the incoming management team is to firmly establish the division as the best in class for service supportAs Mackie comments “For many years Hobart Service has quietly gone about its business with a network of over 160 directly employed technicians delivering high quality reactive and planned maintenance to a ‘who’s who’ of customers nationwide. I am delighted to have built a team with vast experience working with high-quality corporate brands and entrepreneurial customer-focused backgrounds.
“Our task as the incoming management team is to firmly establish the division as the best in class for service support, raising awareness of our core strengths – the fact we service all makes and models alongside an unparalleled nationwide reach."
“The expertise and relationships we have built through our shared time in the industry will also be leveraged to help grow the division. Hobart Service UK is a business within a global manufacturing and service conglomerate, ITW with all the expertise, backup and resource that delivers. The division holds an enviable position in the UK market as a brand leader and is now set to take its service offering to a different level to ensure brand protection and future growth. Establishing ourselves as market leaders is a task that we take on with great excitement and enthusiasm.”
Hobart’s service programmes include year-round support; 24-hour access to technical, operator and spares information and access to 160 fully trained company-employed technicians.
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