gastrotel: Where is the shoe pinching/is there interest among restaurateurs?

Good service is more important than ever in gastronomy. And in both senses of the word. Good coffee service for the guest does not work without good coffee machine service for the restaurateur. For example, in the installation and adaptation of the system to the conditions and the desired coffee taste on site.

We recommend that our customers use this appointment with their service team to discover the finer points and define the taste profile. Then they are optimally involved and happy to pass on their experience to the guests.

What are the other advantages of good customer service for the customers?

After the individual consultation on site, our service does not end with the coffee selection and the installation of the coffee machine.

We are a reliable partner at eye level, we observe and understand, we embrace change, we bring in new ideas and we accompany our customers throughout the entire life cycle of their coffee machines.

More than 400 of our own service technicians worldwide are highly trained to support our customers. In urgent cases also
even at weekends and on public holidays.

What does Melitta Professional do?

Melitta Professional Service guarantees optimum interaction between coffee and machine. We have all the expertise for a successful coffee offering in-house. From coffee expertise development and production of coffee machines, digital solutions, technical solutions, technical customer service and customised financing. Our service quality is built on five pillars: Machine, coffee, industry, training and life cycle expertise. We regularly train our technicians here in Minden. They are familiar with all types of machines: portafilter machines, filter machines, fully automatic coffee machines, filter machines, fully automatic coffee machines. Coffee knowledge and sensor technology are also important components of the ongoing training.

What do the offers look like?

We recommend to our customers with advantageous service packages, tailored to their needs, for regular coffee machine coffee machine service at attractive and calculable prices.

In addition to installation, servicing, repair and upgrades your service also includes machine recycling. How are the machines disposed of or parts reused?

Sustainability is very important to us. Returned machines and replaced components are checked in our revision department, refurbished if possible and returned to the market. If this is not possible, they are disposed of in an environmentally friendly and professional manner.

In the event of a breakdown, fast service is required. How long on average does a restaurateur or hotelier have to wait for a technician when a repair is necessary?

Thanks to our nationwide service network, we are able to solve emergencies within 24 hours. Even at weekends and on Sundays and public holidays.

Do you provide replacement equipment if it is not possible to repair a coffee machine on site?

Not as a matter of principle, but if requested, we can install replacement units in such cases.

How do you train the users of your coffee machines?

The free installation by our technicians includes technicians to adjust the machine to the desired coffee flavour and instruction in operation and cleaning. If you wish, we can also organise separate training sessions with our trainers.

With Melitta Insights, you have created a portal that allows you to coffee machines can be monitored via smartphone. Has a service tool also been integrated here, via which a user can contact the service department directly in the event of a problem?

Yes, the contact is integrated.

Do you also make use of external partners, such as specialist catering equipment dealers, for your service offer? If so, how do you train your partners?

Our partners are integrated into our training concept and receive the same training as our own employees.