Company insight

Proven excellence around the globe

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 more than 800 of its own service employees operating across 11 countries and a further 100 service partners, WMF is able to supply comprehensive services at the highest level of quality in every corner of the world.

ith a total of 1.2 million active coffee machines in operation around the world, around 85,000 customers count on the services of WMF’s global network. The range of coffee concepts the company offers its international clientele are individually tailored to each country’s consumption and drinking culture. That being said, WMF’s clients all have one thing in common: the demand for consistently high-quality coffee and process reliability. Christian Nolte, vice-president of global service at 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 we can learn and grow,” Nolte says. “We have further developed and harmonised the 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 their appliance’s lifecycle.”


The company’s new offering focuses on three key challenges faced by WMF clients on a daily basis: customer satisfaction, economic success and smooth operations. First, to constantly improve customer experience, the team concentrates on offering maximum machine availability combined with consistently high coffee quality.

WMF then offers various services to support economic success: the company monitors machines so that they last as long as possible, thereby protecting the customer’s investment. Ensuring that customers 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. Lastly, 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 help customers overcome these hurdles in daily operations, WMF offers

operating and serving concepts, for example, which ensure a high degree of process reliability and flexibility.

Knowledge and innovation The WMF service network also makes an indispensable contribution to the innovation chain. Over the last two years, this has been particularly evident in the development of its new fully automatic coffee machine, the WMF 1300 S. Thanks to the expertise of the service department, this reliable machine is enhanced by innovative features including an intelligent design concept that provides efficient access for servicing.

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,” says Nolte. With regard to digital tools, the WMF CoffeeConnect telemetry platform takes centre stage. With approximately 70,000 connected machines around the world, WMF is laying the foundations for huge productivity and efficiency gains – for example, by means of detailed analyses, process optimisation or real-time monitoring. But that’s not all: WMF CoffeeConnect is currently by far the largest telemetry network in the industry – and it is growing rapidly. In addition, remote and video support are vital technical aids in the company’s service repertoire. ●

WMF’s offering focuses on three key areas: customer satisfaction, economic success and smooth operations. Hotel Management International / 69

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