How smartwatch tech can improve customer satisfaction

 [[{“value”:”

How a convenience-store chain utilises smartwatch technology to improve customer satisfaction and ensure its Schaerer coffee machines run smoothly.

Smartwatches can be used to perform a huge variety of tasks. From listening to music and reading the news to making work calls and tracking fitness data, the wearable technology is more like a personal assistant than an accessory.

As innovations advance and more people swap traditional watches for ones that can make calls and forecast the weather, companies are adopting the technology to optimise their operational processes. The focus is often on increasing efficiency, enhancing communication, and easing the workload on employees.

Looking to explore this type of solution, one international chain of convenience stores with thousands of venues around the world recently took part in a pilot project. The aim was to simplify customers’ lives and save them time, as well as reduce complexity for employees in order for them to feel comfortable, know what to do, and be able to set priorities.

The project team came across Swedish wearable tech company Turnpike, whose cloud-based smartwatch solution is designed to use Internet of Things (IoT) technology to create a world where people and machines work together seamlessly.

“Our vision is to improve people’s lives through state-of-the-art digital technologies,” says Carl Norberg, Turnpike Co-Founder and Chief Marketing Officer.

“In convenience stores, petrol stations, and service stations in particular, time pressure leads to stress for staff when performing multiple tasks at the same time. On the other hand, store customers become frustrated if they have to wait a long time or if the products they want are not on the shelves. This is where our technology comes in.”

Using Turnpike’s cloud-based software, its smartwatches receive central, real-time information from networked IoT devices such as fridges and coffee machines. These messages inform staff of pending tasks or desired services.

“This gives staff greater security and reduces the pressure on them thanks to optimised planning. Employees can work in a more relaxed manner and are happier,” says Norberg.

“Because they have more time for their customers, the customers feel well looked after and enjoy their experience in the store. This means we create a win-win-win situation – for our customers, their employees, and the store customers.”

As part of the pilot project, in spring 2024 more than 30 of the company’s stores in the Baltic States were equipped with Turnpike’s smartwatch solution. The devices connected to a range of equipment in the IoT ecosystem, including its Schaerer Coffee Soul machines.

“As the Schaerer machines are installed in stores for self-service by customers, we initially only wanted to install a Support button on the machine and network it with the platform. This gives customers the option to call for staff assistance if they have questions or if any ingredients have run out,” says Sandro Bianchi, Customer Success Manager at Schaerer.

“To further improve the service for store customers, Turnpike then approached us with a request to import machine events directly into the Turnpike solution via an interface.”

Coffee is an important source of revenue in convenience stores. According to Norberg, if machines are at a standstill due to ingredients running out or something not working, it leads directly to a loss of sales and to frustrated customers.

“This is why it was important to us to integrate machine events directly into our system and to keep staff informed in real time regarding necessary services,” he says.

The teams at Schaerer and Turnpike were able to integrate their technologies seamlessly thanks to the Schaerer Coffee Link, which is installed in all Coffee Soul machines.

“The machines are equipped with modems and use these to transfer the required data to the Turnpike platform in real-time. This data relates mainly to machine events that require service operations by staff. For example, empty bean and milk containers, full grounds containers, cleaning instructions, and the like,” says Bianchi.

“The great advantage is that staff are now informed in good time via smartwatch and they only need to tend to the machine when there is actually something to do. In the past, they had to repeatedly check whether the machine was ready for use.”

In addition to the machine events displayed on the smartwatch, the convenience-store chain uses the Schaerer Coffee Link platform for more detailed evaluations, such as monitoring peak times, beverage favourites, and coffee quality.

“Together with Turnpike, we have already come up with more ideas on how we can develop the current solution. For example, warnings regarding changes in coffee quality would be helpful for convenience stores to meet quality requirements in this area,” says Bianchi.

“The central networking of IoT devices offers great added value for companies overall. Both in data analysis and in process optimisation. We are continuously expanding Schaerer Coffee Link with this in mind.”

To enable this transfer of data to the smartwatches, the stores only require a steady wi-fi network. Norberg highlights that Schaerer’s digital prerequisites and digitalisation experience made the partnership easy from start to finish.

“Collaborating with Schaerer is very special because we share the same vision. It’s about developing unique, customer-centric solutions that make our customers’ businesses more successful while improving the lives of employees and store customers,” he says.

The convenience-store chain reports that Turnpike’s solution has comprehensively improved customer service at its stores. The platform not only informs staff when IoT-connected equipment needs replenishing or servicing but can also be used by the central office to communicate important information to employees, such as an additional checkout needing to be opened to avoid queues.

The Turnpike platform also allows the store managers and employees to communicate directly with each other, which they report to have improved team collaboration in the long term.

At the beginning of their shifts, the employees put on a watch. All they have to do is take a quick look at the screen and they can do the task it shows. At the end of their shift, they simply put the watch back into the charging station.

Employees that took part in the pilot project report that the new platform has had a positive effect on organising tasks in the stores.

“We are delighted that the solution is regarded as an efficient tool for store management and improving satisfaction not only by our customers, but also by employees,” says Norberg.

“Naturally there were concerns they might feel controlled by the smartwatch on their wrist, but precisely the opposite is the case. Instead of constantly chasing unfinished tasks, they have more time to take care of their customers and ensure they have a positive shopping experience. They feel less overloaded with tasks, less stressed, and feel good at work. A result that corresponds precisely with Turnpike’s vision.” 

For more information, visit schaerer.com

The post How smartwatch tech can improve customer satisfaction appeared first on Global Coffee Report.

“}]]