OVERVIEW
DATA-DRIVEN SERVICE IMPROVEMENT
EVOCA Group is a world leader in the production of professional coffee machines, boasting a prestigious portfolio of brands including Saeco, Gaggia, and Necta.
beSharp has developed a custom telemetry platform for Evoca, designed to collect data from connected machines in the Cloud. By analyzing this data, the platform extracts actionable insights that allow Evoca to enhance its service offerings and strengthen customer relationships.
The Challenge
Using Data to Drive Strategic Decision-Making
Lack of Customer-Company Connection: Previously, customers only interacted with the parent company in the event of major breakdowns or malfunctions, reducing EVOCA to a mere hardware supplier. This limited model prevented the company from offering or promoting value-added services, such as premium coffee supplies or other products designed to enhance the user experience.
Inefficiency in Internal Processes: The inability to monitor the real-time status of machines installed at client sites created significant inefficiencies in maintenance activities, particularly in planning and tracking. This made it difficult to identify malfunctions and diagnose their root causes promptly.
Underutilized User Experience Data: User interactions with the machines represented a goldmine of precious data for process improvement. However, the company lacked any visibility into this information, with no way to access or analyze it to drive better outcomes.
The Solution
From Product to Experience
Servitization: The use of vending machines is managed through a credit-based system. This not only guarantees customers a stable and timely coffee supply but also enables EVOCA to maintain a consistent relationship with its corporate clients. Through a single cloud-connected mobile application, users can dispense drinks, request new credits, or book maintenance services directly.
Data-driven Continuous Improvement: User interaction with the app generates valuable metrics—such as beverage consumption data—which, when measured against business KPIs, allow EVOCA to constantly enhance the service offered to end-users. Furthermore, thanks to sensors installed on the hardware components, technicians can automatically view malfunction alerts and intervene promptly.
Data Management: The Cloud infrastructure leverages storage tiering to archive vast amounts of data at a negligible cost, ensuring scalability for future use. This archived data is historized for analysis and reporting purposes. Access is strictly controlled and segregated based on operator roles and responsibilities: each profile accesses only the specific information needed at the right time, ensuring maximum security, control, and operational efficiency.
