Maximising field team productivity across 4,000+ sites
How mpro5 helps Illy Coffee UK manage coffee machine audits, streamline ordering and win new business.
Illy Coffee UK has a reputation built on exceptional quality, and with coffee machines placed across more than 4,000 customer sites in the UK, maintaining that standard is an enormous operational challenge.
Before mpro5, Illy’s field teams were drowning in paperwork. They were making unnecessary trips to head office and spending hours on admin that could have been spent with customers.
By partnering with mpro5, Illy has digitised their maintenance across all of their locations, giving field teams the tools for servicing, managing parts and capturing new leads, all from a single mobile platform.
The Challenge
Managing 4,000+ customer sites on paper forms was creating an unsustainable administrative burden for Illy’s field and office teams.
Illy was finding it difficult to:
- Give field staff clear, efficient processes for auditing machines and managing parts without returning to the office.
- Generate timely customer reports. Office staff had to manually decipher and re-enter paper form data, meaning reports often took days to produce.
- Free up field teams to focus on customer engagement and new business development
The entire system was inefficient and time-consuming, limiting Illy’s ability to grow their customer base and maintain the brand standards they’re known for.
THE SOLUTION
Working closely with Illy, mpro5 configured a bespoke management platform that perfectly fit their operations.
How mpro5 helped Illy Coffee:
- Digital machine auditing: Field engineers use mpro5 to conduct audits at every site, capturing the full operational history of each machine through asset tagging.
- Automated parts ordering: When an engineer fits a part, the system automatically notifies the warehouse to pre-pick replenishment stock, eliminating unnecessary warehouse trips.
- Snap a lead: Field staff can photograph a café serving a competitor’s coffee, link the image with GPS location data and send to the sales team as a new prospect.
- Instant reporting: All field data flows directly into mpro5, so customer reports can be generated in minutes.
Real world results
sites managed
annual saving on repeat visits
reduction in reporting time
THE RESULTS
Since bringing in mpro5, Illy Coffee has improved the productivity of its field operations and is confident in delivering a consistent service:
- At least 3 additional service visits per engineer per week through automated parts ordering and reduced admin
- 4,000+ sites managed through a single digital platform, replacing paper forms entirely
- Customer reports generated in minutes, not days
- Field team time freed from admin and redirected to customer service and sales
- A new pipeline of competitor-site leads captured automatically through the ‘snap a lead’ feature
Illy’s field teams can now focus on what they do best, delivering exceptional coffee experiences, while mpro5 handles the admin, tracking and reporting in the background.
THE IMPACT
The Illy Coffee and mpro5 partnership demonstrates how small changes can make a huge difference to efficiency.
By ditching paper-based processes and replacing them with intelligent, mobile-first workflows, Illy has reduced costs, improved brand consistency and given their teams more time for the work that actually drives revenue.
We’re proud to be helping Illy Coffee maintain the quality and standards that define their brand and exceptional heritage.
