GEISLINGEN/STEIGE, Germany – Customer satisfaction, economic success and smooth operations – these are the cornerstones of the new international service strategy of premium manufacturer WMF Professional Coffee Machines. With over 800 of its own service employees across eleven countries and a further 100 service partners, WMF is in a position to supply comprehensive services to the highest levels of quality in every corner of the world.
With a total of 1.2 million active coffee machines globally, today around 85,000 customers count on the services of the global network. The coffee concepts characterising WMF’s international clientele are extremely individual and tailored to the consumption and drinking culture in the different countries.
That said, they all have one thing in common: the demand for consistently high coffee quality and process reliability. For that reason, Christian Nolte, Vice President Global Service of the WMF Group, and his team have developed a globally standardised basic portfolio that can be perfectly adapted to local customer needs using optional elements.
“There’s nothing more important to us than giving our all every day so that we can learn and grow. We have therefore further developed and harmonised the already very successful WMF service model to make it more international. We want to help WMF customers across the globe to generate the greatest possible success from their coffee machines throughout the entire lifecycle of their appliances,” says Nolte.
The new offering focuses on the three main challenges faced by WMF customers on a daily basis: customer satisfaction, economic success and smooth operations.
To continuously increase end-customer satisfaction, the team firstly concentrates on maximum machine availability combined with consistently high coffee quality. Secondly, they offer various services to support economic success: WMF monitors the machines so that they last as long as possible, thereby protecting the customer’s investment. The ability of customers to plan follow-up costs is also a key factor.
Depending on the business case, service models such as “pay per cup” or “as a service” come into play here. The third aspect relates to the challenges of day-to-day business, and above all issues such as personnel shortages and stringent regulations regarding hygiene and occupational health and safety. To enable customers to overcome these hurdles in daily operations, WMF offers operating and serving concepts, for example, which ensure a high degree of process reliability and flexibility.
“Our solutions are always developed with end-customer satisfaction in mind and with the aim of helping our customers achieve economic success and ensuring that their day-to-day operations run smoothly. With all the services we offer, our objective is therefore to support our customers in their business plans and be a strong and reliable partner,” Nolte sums up.
WMF Professional Coffee Machines: Global service, local partners, digital tools
The global WMF service network is made up of its own national subsidiaries and external service partners. “We work together with the best local partners and provide them with the best support that the industry can offer – whether in terms of technology, spare parts, digital tools or, of course coffee expertise,” adds Nolte. With regard to digital tools, the WMF CoffeeConnect telemetry platform takes centre stage. With approximately 65,000 networked machines around the world, WMF is laying the foundations for huge productivity and efficiency gains – for example by means of detailed analyses, process optimisations or real-time monitoring. But that’s not all: WMF CoffeeConnect is currently by far the biggest telemetry network in the industry – and is growing rapidly. Remote and video support also should not be overlooked as key technical aids in the service repertoire. What’s more, technologies such as augmented reality are being implemented in some customer projects, where they are being tested to see how they could be applied more broadly.
WMF Professional Coffee Machines brings together 100 years of coffee, process and technological know-how in commercial settings. Thanks to the launch of this international service strategy, customers from all over the world can now benefit from the coffee expertise of the global market leader.
