Innovating Commercial Espresso Service in Vancouver — Smarter, Faster, More Connected

If you own a commercial espresso machine in Vancouver, we want to let you in on something exciting. We’re evolving how we handle service calls—and it’s based on a system that has been working incredibly well for us in Toronto since 2015. This blog is here to walk you through what’s changing, why it matters, and how it will improve your day-to-day experience as a café, restaurant, or hospitality operator.

Since 2015, we’ve refined a service model in Toronto that’s helped us grow the business exponentially and become the trusted partner for chains with over 30 locations. Now, we’re excited to bring that same level of innovation and responsiveness to Vancouver. This shift focuses on service improvements—giving you faster diagnostics, smarter troubleshooting, and a more connected experience through our new online-first model. It’s not just change—it’s a tested upgrade that puts your uptime first.

Why We’re Shifting—and Why It’s Good News

We’re moving to a more streamlined, online-first model for requesting service in Vancouver—similar to what’s already working beautifully in Toronto. The cost of running a full-service repair center continues to rise, and to remain efficient and cost-effective, we’re pivoting to a centralized model. By managing parts through a centralized warehouse, we reduce operational overhead and gain more control over inventory and logistics—allowing us to cover more service areas with better precision and at lower cost. As the cost of running a full-service repair center continues to rise, this new model allows us to be more cost-effective and scalable. By centralizing parts handling through our warehouse, we can cover more ground with fewer overheads while maintaining more control and consistency. This change means:

1. Maintain Peak Expertise

   • I’ll continue to fly back every four months to conduct training and quality control, ensuring our local service partners stay up to date with the latest techniques and standards for commercial espresso equipment.

   • In the meantime, a vetted local service partner will be on call.

2. Deliver Faster, Smarter Support

   • QR-code access on every machine: scan, submit, and expect a call-back in under 24 hours.

   • Video-call diagnostics to resolve many issues instantly. These calls will be recorded and can be shared with you for your own record-keeping and follow-up reference.

   • Parts shipped directly to your site or to a local technician within 48 hours.

3. Scale with Confidence

   • Toronto’s success story shows that this hybrid approach—remote expertise plus local hands—delivers unmatched uptime.

   • We’re confident this model will provide an even better customer experience in Vancouver.

What This Means for You

• For Customers:
  You’ll still receive the same white-glove support—now with faster response times. Scan the QR code on your machine, and we’ll triage the issue through a video call. If it’s a simple fix, we’ll walk you through it. If not, we dispatch a trusted local tech with the parts needed to get you back up and running.