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Customer Story: Animo

This is how Animo uses SwipeGuide to create user-friendly assembly, operation, and troubleshooting guides for their state-of-the-art coffee machines.

Animo is a Dutch coffee machine company that prides itself on delivering state-of-the-art coffee machines for both consumers and professional clientele alike. Their digital coffee machines are high-tech, robust, and require the right knowledge to operate at peak efficiency.

 

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"We now deliver our machines with digital manuals - they're easier to read and understand, and also better in terms of sustainability."

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General Manager at Animo

Know-how in the moment of need.

We started working with Animo back in 2016 when Animo was looking to digitize the user guides of their machines. The goal was to revolutionize the way their customers interacted with their machines - meshing a quality coffee with an unparalleled user experience by setting up and operating their coffee machines effortlessly.

Animo coffee machines are complex and powerful machines. Their professional customers - those who buy an industrial-grade coffee machine to use for commercial purposes - need a certain level of support for the effective operation, maintenance, and troubleshooting of these machines.

Before our collaboration, Animo delivered paper and PDF user guides to their professional customers. Animo recognized this as an immediate opportunity to increase value for their customers by digitizing - and therefore streamlining and improving - these existing physical instructions for distribution to their end-user professional customers.

The SwipeGuide platform delivers step-by-step visual setup, use, and maintenance knowledge to the frontline of Animo customers.

Thousands of professionals across Europe rely on Animo Coffee Machines to provide high-quality coffee for offices, canteens, events, and trade shows.

This means efficiency and predictability are tantamount for these professional end-user customers, as their bottom line and reputation are tied to their ability to provide prompt service and high-quality products.

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Better product manuals for
professional customers.

  • Visual user guides deliver operational knowledge in a format that facilitates task proficiency and on-the-job learning.
  • Veteran users accomplish tasks and troubleshoot quickly, while new recruits onboard quickly and learn-by-doing. This reduces time to serve and human errors.
  • Operational knowledge is instant and at hand thanks to mobile and tablet instructions.
  • Field-service engineers and technicians can perform maintenance with the most relevant standards on mobile devices.
  • Customers can deliver instant detailed feedback on the content, straight from their mobile devices.
  • Not only does this drive crowdsourced continuous improvement of these work instructions, but SwipeGuide’s analytics platform gives Animo insights into how and when these instructions are being used.
  • Less downtime and fewer errors mean better coffee at a faster pace - this translates to a huge boost for Animo’s global reputation, with customers and coffee drinkers alike.
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Technical instructions for dealer technicians.

Animo’s network of Dealer Technicians, trained to perform maintenance and regular service on Animo coffee machines, have access to special technical SwipeGuide work instructions. These guides can be used for additional technical support while performing repairs and maintenance, or for carrying out modifications on Animo machines. This content is instantly accessible in the field via a QR code and URL on laptops, tablets, or smartphones. 

  • Content is updated instantly throughout Animo’s global network, both engineers and their supervisors can trust that they’re receiving the most recent and up-to-date content.

Animo's Technicians can also leave detailed feedback on work instructions - relevant process improvements, bug-fixes, best practices, etc - directly from their laptops or mobile devices.

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"SwipeGuide has an intuitive design that allows anyone to manage instructions for our customers and our assembly personnel."

Marcel Smalbil, Marketing at Animo Coffee Machines

More efficient processes at the
Animo assembly line.

  • SwipeGuide SOPs and work instructions deliver operational and procedural knowledge for the assembly processes at the Animo factory.
  • Workers access clear step-by-step visual instructions to guide them through their daily tasks - everyone knows exactly what to do, and when.
  • Downtime and human errors are reduced because the correct operational knowledge is at hand, all the time.
  • Onboarding processes for new employees are streamlined. New recruits can learn-while-doing on the factory floor, limiting the need for classroom training.

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