Case Study: Costa Express reduces truck rolls and machine downtime with TechSee visual assistance

Costa Express boosts remote resolution 300% with TechSee

Costa Express, the B2B division of Costa Coffee supporting over 11,000 self-service coffee machines, sought to improve customer service and reduce operational costs related to machine maintenance. Their challenge was reducing machine downtime and unnecessary truck rolls, which was not fully achieved with their previous visual assistance provider due to issues with functionality and adoption. They turned to vendor TechSee for its visual assistance solution.

By implementing TechSee's visual assistance platform, Costa Express enabled remote peer-to-peer support for technicians, drastically increasing remote resolutions. The results included £100K in cost savings from reduced truck rolls, a 300% increase in remote resolution rates, and improved customer satisfaction due to faster assistance and less machine downtime. TechSee's solution was so successful that Costa is now considering its visual automation for future inspections.

Costa Express