Right Management Limited is a global leader in talent and career management workforce solutions and part of the ManpowerGroup.
The firm designs and delivers solutions to align talent strategy with business strategy. With over 3,500 employees working from more than 300 service locations in over 50 countries, clients include large and medium sized businesses from a wide range of industries and include over 80% of the Fortune 500.
In September 2009, Right Management approached Kafevend to improve the provision of refreshments to staff and visitors at all UK offices.
With an existing base of 25 drinks machines in 14 offices, the company provided drinks solutions in reception areas, in kitchens for staff usage and in coffee breakout areas and certain meeting rooms for client usage. However, they wanted a more energy efficient solution, quality drinks including ethically sourced products complimented by exceptional service and technical support. They also wanted to expand the base of vending machines to other sites across the UK and ensure a smooth transition from the incumbent supplier.
Kafevend worked with the team at Right Management to fully understand machine and drinks requirement, timescales and the need for ongoing reporting to their business. The FLAVIA® hot drinks machine was the perfect solution for their sites, offering a compact and aesthetically appealing vending machine that was eco-efficient and delivered a wide range of coffee shop quality drinks, many sourced from Rainforest Alliance certified farms, to satisfy both their employees and clients.
A full schedule was issued with information by customer site to include the drinks machine details and the delivery and installation dates, with full access information for each site to ensure that installations would go smoothly.
Kafevend also gave access to the Online Store which has enabled the Right Management sites to place their orders online 24/7. Log in details were supplied as part of the initial documentation to ensure ease of access to the Online Store from machine delivery date, so that FLAVIA supplies were available from the outset for staff and clients to use the machines immediately.
Kafevend developed management reporting on spend levels and volumes and these were tested prior to implementation. We also trained the back office support team about Right Management's business to ensure efficient management of the account so we could do everything possible to make life easier for the customer.
With supplies orders being delivered within a three working day timeline and a guaranteed next day delivery also available for those orders that need to be there as soon as possible, Right Management were able to ensure that FLAVIA drinks and ancillary products such as cups, sugars and stirrers were always available for their clients and staff, offering ongoing enjoyment and motivation of the people at their sites.
Following the implementation of the project, Kafevend thought it was critical to ensure feedback from the business to understand the effectiveness of the whole process at each delivery point. A customer satisfaction questionnaire was developed and sent to all the sites. Kafevend were then able to use the information when reviewing the launch and reassure the management team that the whole process ran smoothly to the full satisfaction of the client.
On an ongoing basis, Right Management are kept fully informed with six monthly account reviews to ensure that the FLAVIA drinks machines, range of drinks and level of service from a technical and supplies delivery perspective are all exceeding expectation.
The feedback has been consistently outstanding across all sites. Sue Coates, Client Services Manager at the Gateshead office said "First class service and first class products. Thank you." And Yvonne Till, Client Services Manager from the Nottingham office said "From delivery of the machines through to installation, the service was 100%. All very courteous and nothing was too much trouble."