Innovation
How Rancilio Group took its training offering digital
Training is at the heart of Rancilio Group’s business. During the pandemic, the company took its courses online, and the benefits are here to stay, Rancilio Group’s Davide Beccaglia tells Juliet Martin
R
ancilio Group supplies professional coffee machines to more
than 900 customers in over 115 countries. Te proper use and maintenance of its machines is key. “Te training of service technicians is one of the fundamental pillars and most important levers we use to ensure the reliability of our products and the satisfaction of our customers. For this reason we have more than 1,000 technicians in 300 service centers globally and provide around 15,000 hours of training each year,” says Rancilio Group’s head of customer support Davide Beccaglia. Te training center at
Rancilio Group headquarters in Villastanza Di Parabiago, Milan, provides training on all Rancilio, Rancilio Specialty, Egro and Promac products. “During the pandemic, since we couldn't travel or accommodate technicians at our HQ, we reorganized our training centers, to continue offering training services using online tools. Tis is how the Digital Training Center was born,” says Beccaglia. “We are a dynamic company
that is always open to new challenges. It was a question of trying to develop a new digital tool to guarantee the same standards of training
64 Aliworld
quality,” he says. “Tanks to the entire company's efforts, the Center was set up to run the same number of courses through webinars as pre-pandemic, training 700 technicians in the first eight months.”
Enduring benefits Digital training can emulate in- person training, says Beccaglia. Contents can be transferred, and the involvement of the technicians is similar. “During webinars, we show our products, including footage of internal components. During online courses, attendees can interact with the trainer and each other as they would face-to-face,” he says. Rancilio Group has provided
continuity of training and maintained a high level of service, says Beccaglia. He is sure the company will use it in the future after the pandemic. Online courses offer three advantages: saving money and time by avoiding travel and accommodation costs and optimizing calendars; recording lessons; and enlarging the audience. “We have run courses with technicians connected from different countries at the same time,” he says. “We were able to support our
customers during a difficult time and this new approach will continue in the future, especially for courses such as presentations of new user interfaces and new machine functions.”
Spirit of innovation Rancilio Group has been in the market for nearly a century and its portfolio includes a wide range of coffee solutions, from fully automatic to traditional
espresso machines, as well as a range of professional coffee grinders and a line of products for the domestic market. Te wide product range is matched by its ability to create customized products and configurations. Te company has always been
committed to innovation and has invested heavily in a lean production project that has involved production, logistics, quality control, R&D and operations. “We were the first to talk about temperature profiling, a Rancilio patented technology for espresso machines. We have also invested a lot of resources in the telemetry system that is now available for the entire Rancilio, Rancilio Specialty and Egro product ranges,” says Beccaglia. Today, Rancilio Group has a
range of multimedia tools to create training courses and video tutorials to help customers carry out all the operations necessary to keep products in great working order.
BRAND WATCH 1927
Brands – Rancilio, Rancilio Specialty, Egro and Promac – offer a wide range of products
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ranciliogroup.com
Rancilio was founded in 1927 by Roberto Rancilio in Parabiago, Italy
Branches and a global sales and after-sales network
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