Case Study

Mini & Mighty

Our customer

Mini & Mighty is a family-run coffee supplier that provides a complete solution to its customers, which includes premium quality coffee, roasting their own blends, sourcing coffee machines and providing aftercare services including training and support to owners and baristas.

The challenge

Mini & Mighty’s mission is to provide great coffee at a reasonable price, which requires proper maintenance of the equipment. Previously, M&M managed all aftercare requirements themselves or through individual local engineers, which resulted in inconsistent results and took time and focus away from their core business of roasting and selling coffee. This also hindered M&M’s objective to expand further, as they lacked the necessary aftercare resources. Thus, M&M needed a trusted partner to take care of their entire coffee machine aftercare needs to provide the best possible experience and service for their customers.

Our solution

Mini & Mighty engaged the services of Field Service Solutions (FSS) to take over the aftercare of their entire estate of coffee machines, which includes installation, regular maintenance, emergency repairs and boiler inspections. M&M and their customers communicate with the FSS service desk team, who book in planned maintenance appointments or respond to urgent breakdown requests. The FSS customer team provides a seamless service by dispatching a locally based specialist engineer to complete the job, while maintaining good communication with M&M and their clients.

The results

The partnership between Mini & Mighty and Field Service Solutions has been a success for Mini & Mighty and their customers. The customers have benefitted from more consistent coffee, fewer breakdowns, and the peace of mind that expert help is available if needed. This has improved their overall coffee experience and allowed M&M to focus on their core business.

Managing Director of Mini & Mighty Mark Shea commented

“We have built a great relationship with Field Solutions over the last couple of years. It gives me such comfort to know that they are on hand to manage any machine aftercare issues for my customers regardless of the model or type of machine. Response times and first time fix rates are excellent and the FSS team are really proactive in ensuring all machines are kept up to date with regular maintenance and accreditation. I have ambitious plans for Mini & Mighty and now with FSS’s help I have more time to focus on expanding our business.”