COPENHAGEN, Denmark – ISS Sweden was named the 2016 winner of a business improvement competition for its implementation of ‘Presto’, which makes it easy for customers to report faulty coffee machines.
Presto has taken the top place in a business improvement competition hosted by the Swedish company C2 Management. The solution won for its simple approach to improving how defective coffee machines are reported and reducing the time it takes for repairs to be done.
If a coffee machine is in need of service, users can simply press the Presto button located next to the machine, which will signal service professionals that the machine is faulty so they can fix it. After installing Presto at a customer site, ISS Sweden has noted an increase in customer satisfaction.
Susanne Andersson, Accountability Project Manager at ISS Sweden, said:
“We did a survey at one of our customers’ premises, where 85 percent of those who worked at a particular workplace experienced that coffee appliances often or sometimes were inoperative.
Simultaneously, 79 percent responded that they almost never reported faulty machines.
Thus, there was a gulf between the situation that customers experienced and what we as a service organisation could gather from the systems.”
“The coffee machines do not require more supervision now than they did prior to Presto, but we have given our users a channel that improves the reporting process considerably. It allows us to fix problems quickly to make our users’ workday as smooth as possible so they can focus on their tasks.”
Ola Ljunggren Bergeå, Jury Chairman from C2 Management, said:
“What I like about Presto is that it is such a simple solution. The bar for engaging the individual user is very low, but the result affects people’s everyday lives – it’s all about the coffee!
The technology handles a clear customer need in a straightforward manner without any real spectacular features.
Presto is a good example of how companies can leverage the benefits of creating improvements based on their customers’ behaviour.”
Presto was a finalist at the ISS Innovation Fair in 2016, a competition that recognizes innovations across the global organisation.