Customer Story: Animo Coffee Machines

State-of-the-art coffee machines.

Many people need coffee in the same way that they need knowledge and information. It feeds our working life and helps us meet our goals.

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.

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. 

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.

Imagine that you’re serving coffee at a busy convention. Hundreds, maybe even thousands of thirsty and caffeine-deprived customers queue up and expect a delicious product delivered quickly. Now imagine that something isn’t working properly, or you need to fix something you’ve never worked on before.

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.

Animo’s customers depend on these machines for their bottom line - every second of downtime is expensive in terms of both money and reputation. The SwipeGuide platform delivers step-by-step visual setup, use, and maintenance knowledge to the frontline of Animo customers.

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. 

This means greater flexibility and reliability across Animo’s customer base - as soon as content is created, Animo’s Technical Support department can change or modify the content and retain the same QR code and URL, and deliver it to the relevant Technician via email.  Since 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.

Technicians are guided through each step of these technical instructions by SwipeGuide’s intuitive user interface. A blend of clear images and simple text is proven to increase comprehension and limit errors in the field. Not only does the platform increase access and comprehension, our collaboration also allows Animo to continuously crowdsource improvements from their experts in the field. Technicians can leave detailed feedback on work instructions - relevant process improvements, bug-fixes, best practices, etc - directly from their laptops or mobile devices.