"The high cost of service call-outs was cutting into profit margins significantly. Due to the isolated locations, each service visit required an average of 1,200 kilometers of travel, often necessitating overnight accommodation and additional expenses.

To make matters worse, the issue was often exacerbated by well-meaning but untrained staff at customer sites, who would attempt to fix minor issues, inadvertently causing significant damage. This resulted in an increase in both the frequency and complexity of service calls, driving costs even higher."

"We were taking self-service coffee to a whole new level! We needed something quick to implement and easy to use. We were going to be relying on our customer's staff to service our own coffee machines, therefore we needed something really easy.

When we saw Knowby in action, it was a no-brainer as it was easy to create the instructions and for customers to access remotely. The QR code access, options to track each step and the availability of different languages gave us the confidence that it was the right solution." 

"Using Knowby Pro, we created detailed, step-by-step digital instructions for routine maintenance tasks, using a combination of text, images, and video. Each instruction was tailored to common tasks like clearing milk lines, replacing filters, adding coffee beans, and cleaning the machines.

To ensure accessibility, we placed strategically located QR codes on the coffee machines. When scanned, these QR codes would pull up the relevant service instructions, allowing the staff to quickly and easily follow the instructions. This eliminated the need for guesswork and minimised the risk of further damage."

"The most surprising thing was there was no push back. With these kinds of changes, there is usually some kind of resistance, however, as the instructions were so easy and immediately accessed, there was no resistance. We quickly realised that if it meant nobody had to wait for a coffee, then everybody was happy!

The impact was immediate. With clear, easy-to-follow guides available at the scan of a QR code, customer staff were able to perform routine maintenance tasks without causing damage. Service call-outs dropped dramatically. We initially thought that we were going to use Knowby instructions for remote customers, however, the solution benefitted both us and the customer we expanded the program beyoond just our remote customers."