Livewell Vending is delighted to announce that we won both the “Best Regional Operator’ and ‘Best Website’ categories for the Vendies Awards 2023 at the Connaught Rooms, London on 7th June 2023.  Here are some of the key areas of our submissions which determined why we came out on top.

Best Website Submission

Every cloud has a silver lining as they say and although the pandemic hit Livewell Vending hard, it did provide a break from ‘business as usual’ to review many aspects of Livewell’s operation, including our website. So, in late 2020, a detailed brief for the design and build of a new website was put together that would have a completely overhauled appearance, user experience and functionality. The key objectives were to;

• Grow website visitor numbers
• Provide an online tool to enable visitors to identify the most suitable vending and coffee equipment for their site
• Increase new business enquiries
• Provide useful online resources and communication routes for existing clients
• Launch an online store for the trade and public sales of refreshment items as well as coffee ingredients and consumables

KEY WEBSITE FEATURES & BENEFITS

There are a number of key features that have made our new website perform extremely well for us. We have increased considerably the visibility of our service provision online and have also provided fast and efficient online services both to existing and prospective clients.

Client-Friendly Menu, Language and Navigation

We gave a lot of thought to the ‘customer journey’ when visiting the site. Whilst in the vending and coffee industry we know lots about equipment types and terminology, it is important to recognise that many of the clients buying our services will not have the same knowledge. Therefore, we have designed a menu system that allows clients to navigate the site easily.

Solution Wizard

With so much talk about AI and automation, we were keen to create an online tool on the website enabling visitors to identify the most suitable vending and coffee equipment for their site. From this objective was born our Solution Wizard, https://www.livewellvending.co.uk/solution-wizard/.

Clients are required to answer a few questions and then our ‘algorithm’ immediately identified the right product(s) for them and provides a proposal on screen, which you can print and save, as well as details by email. This has led to many new leads and business opportunities.

Client support area

We wanted to provide an area with resources for clients, and as such created a dedicated support area, https://www.livewellvending.co.uk/support/. In this area, clients can download manuals, watch ‘how-to’ videos, and also submit fault log requests.

Online store

We wanted to have an online store for buying refreshments and we have been delighted with the appearance, functionality and performance of our store, https://www.livewellvending.co.uk/shop/.

KEY WEBSITE PERFORMANCE STATISTICS

To drive visibility of our website, and visitor numbers, we work continually on Website SEO optimisation as well as regularly adding new relevant content. As such we have seen the following results;

• a top 10 organic ranking for seven key search terms, and top 3 for three, including a number 1 spot for ‘Vending Machine Supplier’ searches.
• a 146% increase in website visitor numbers year on year.
• a 205% increase in the number of contact forms, wizard completions and downloads.

Best Regional Operator Submission

Launched in 2006, Livewell started out with a focus on the school sector providing healthier vending to fill a gap left by the existing operators who removed their machines following the implementation of food and drink standards. Over time Livewell has expanded the region and number of sectors it serves, and the range of products and services it provides. These now include automated and traditional coffee equipment, water coolers, micro markets and a growing range of accessories. Now in its 17^th year, Livewell is a well-established business yet still young, dynamic, innovative, hungry and eager to please. With no infrastructure legacy to hold us back, our retail thinking (or Vetail®) combined with a love for all things technology allows us to deliver exciting, automated solutions.

Set out below is what we believe makes us an innovative and successful regional operator.

New Technology

We have been an early adopter of Telemetry technology and we now have remote access to all of our operated vending machines. However, getting the data is one thing, but actually utilising the data to improve service and performance is another. We have done this and the results have been transformational in so many ways;

• Route efficiency is so much better as we only visit machines at the point that they need restocking (no ‘topping up’).
• Operator efficiency is better as they have stock already ‘pre-kitted’ on their van so have no need to visit machines to count stock on arrival.
• Wastage is reduced as vans come back empty each day as the stock taken out each day is driven by the precise requirements transmitted over the cloud.
• Fuel efficiency (and green miles) is better as routes are optimised, unnecessary visits eliminated, and stock carried is reduced as no ‘spare’ stock is needed (we have reduced the size of our vans as a direct result and these are more fuel efficient)
• Customer service is improved as we are alerted to machine faults and so do not have to rely on customers to inform us.
• Higher sales and reduces out of stocks as the data makes it easier for us to refine planograms to suit the sales profile at individual machines.
• Data transparency is available as clients can have their own log-in to independently view sales and reports for the machines at their sites, improving trust.
• AND, hot off the press, we have now started two way communication with machines. So, as well as receiving data, we can now transmit data and instructions. On vending machines that have digital pricing (such as the Necta Orchestra) we can change prices and displays remotely. We can also see failed vends and send a credit to the machine for a customer to use immediately!

Aside from Telemetry we have also been pro-actively investing in touchscreen based menus and contactless payments (92% of our operated revenue is contactless). For a broader overview of our Smart Technology in action, see https://www.livewellvending.co.uk/smart-vending-machines/

Staff Benefits, Including Learning And Development

We treat our employees well and this is evidenced by an extremely low staff turnover and some very longstanding members of the team. One key aspect, not always a given, is that operationally the organisation is very well run. As such, the merchandisers trust that their time will be well used, that when on site they will meet satisfied clients, and that their employment is secure as the business performs well. This allows us to be generous with pay and leave, quality uniform and two fully funded social days per year. The whole team clearly defined written KPI’s with quarterly reviews. They have regular training covering health and safety as well as vending equipment. Some have also gained forklift licences and we are training up one operator who aspires to be a technician.

Great Customer Service

The quality of equipment we supply, the great branding, the excellent response rate, and telemetry system we use all ensure we deliver great service to our clients. Scroll down our home page for latest testimonials, https://www.livewellvending.co.uk/#testimonials

Product Range Development

We work closely with suppliers to seek out new products, including ones to meet emerging consumer needs. With a longstanding heritage in providing healthier vending to schools, we are have a very good range of healthier products for schools and beyond. For examples see our online store, https://www.livewellvending.co.uk/product-tag/schools/, and for info generally visit our dedicated  healthy vending website page , https://www.livewellvending.co.uk/healthy-vending/

Sustainability

At the core of our sustainability position is the efficiency of our logistics operation. As set out in the technology section, we only travel to sites when needed, and we only take the stock needed. No driving around with loads of stock topping up machines. Also key is our product sourcing where we will prioritise local where possible and also, with PET bottles, source those that are made from recycled plastic. These can be recycled again making them very sustainable. Also, all plastic and cardboard waste at our premises is recycled. For more on our environmental actions, see https://www.livewellvending.co.uk/eco/.

Challenges

We have had many! The pandemic was a huge challenge. In March 2020, 95% of our vending locations were closed. One problem (amongst many) was product wastage. Fortunately, we were able to use Telemetry to identify and quantify machine stock and gather this back to the depot. We then launched ‘Livewell Direct’ selling direct to consumers via a quickly launched Shopify site, as well as getting Amazon Prime status (not easy). We also donated some stock to charities. More generally we are often faced with technology challenges and, as our suppliers know, we are resourceful and determined, to make new tech work, despite the frustrations at times!

Preventative Maintenance

With a continuous investment in new equipment, and always taking extended warranties, we have well-maintained machines that perform well. We keep weekly stats on machine operational status, enabled by our telemetry system. Also, with an August year-end, and a quieter trading period, we do a full audit and deep clean of vending and coffee machines annually.

Website And Communication

We believe our website is one of the best amongst regional operators. This is in terms of organic search performance, ease of navigation for visitors, quality and regularity of new content and support section for clients with instructions, videos and an inline fault reporting log. We joined the AVA last year and believe that the communication we put out online on our website, press and social media is high quality, making a positive contribution to our industry.

So, you’re thinking about providing an office coffee machine or upgrading your current offering. There’s more to consider than you may initially think!

 The UK coffee culture has evolved in the past twenty years. As it has become increasingly sophisticated, the expectations of consumers have also increased in terms of the quality of coffee on offer no matter where they might be. This includes employees and visitors within the workplace who now seek a better quality and broader choice.

The days of simply asking ‘milk and sugar?’ following the acceptance of coffee are long behind us. Now a choice of strength, drink type, milk type and even of hot or iced is expected if you want to make employees feel valued or create a good first impression on visitors. The array of coffee beans and drink types available is now huge. From Robusta to Arabica, and Cappuccino to Macchiato, the knowledge required around coffee has also increased.

The Benefits of an Office Coffee Machine

Thankfully commercial coffee machines have also evolved, allowing businesses to meet these expectations. Indeed, the availability of good quality coffee in the workplace is highly valued by staff who see it as an important part of the facilities and their routine during the working day.

Entice Staff Back to the Office

A legacy of the pandemic is a hybrid working model with employees working in the office much less than before. What better way to encourage staff back to the office than provide an enticing and rewarding coffee experience?

No Need to Leave the Building

Not only can this incentivise them to visit the office more often, but a decent coffee provision will also see them stay on-site during the day, without the need to leave the office to visit coffee chains on the high street.

Feeling Valued

 With record inflation and the fact two-thirds (66%) of employees in the UK believe that the employee benefits offered to them are equal to or more important than their basic salary, the provision of subsidised or free coffee shop quality drinks can be a small part of an overall benefits package which may help with recruitment and retention.

Office Coffee Machine Considerations

 Whatever office size you have, we can supply a commercial office coffee machine that will delight your staff. There are a number of key decisions to make to ensure the investment you make is right for you.

Office Headcount

• How many staff do you have in the office on a typical working day?

This is a key determinant of the size and capacity of the machine you will require.

Price Point

• Are you looking to offer free coffee to all staff all day?
• Do you want to offer each employee a certain number of free drinks per week?
• Do you want the coffee to be chargeable and, if so, what price will you charge?

Our equipment can be configured to suit all these arrangements.

Coffee Quality

We have solutions that take you from Good to Better to Best, so you can choose the option that best suits your workplace and budget.

• A Good option will be an office coffee machine that uses granulated coffee ingredients (we prefer Lavazza Prontissimo) and granulated milk powder. This will quickly produce a decent drink with a menu of different choices at a value price point in terms of equipment and ingredients.
• A Better option moves up a level by a commercial machine incorporating a coffee grinder. This means that your machine can deliver enhanced flavour as a result of using your freshly ground coffee beans of choice.
• The Best option will come from choosing a machine that not only uses fresh beans but also fresh milk. A milk fridge sits alongside the bean-to-cup coffee machine, and, with the right type of equipment, you can produce a full range of coffees to match the very best barista-served coffee.

Machine Location

• Do you have a location in mind for your coffee machine?
• How big is the space?
• Is there a worktop?
• Do you have a cold-water feed?

Machines are much easier to maintain with a main supply of cold water, although alternatively a storage tank can be supplied if required. Even better if you have a wastewater outlet too, although not essential. And if you don’t have a worktop then we can supply you with standard and bespoke coffee cabinets as well as built-in tower units.

Machine Cleaning

• Do you have a nominated person who can take responsibility for the cleaning and maintenance of the machine?
• Do you have a backup?

The maintenance mainly involves restocking the machine with ingredients, and we will show you how to do this at installation. The cleaning is typically once a day and is important to maintain a good quality of coffee, to preserve the life of the machine and avoid faults, and of course to ensure food safety. Again, clear instructions will be provided at the point of installation.

Machine Maintenance

• What about when there is a machine fault?

We can provide maintenance agreements to ensure peace of mind so that we can be on hand to visit the office and carry out repairs when required.

Ingredients and Consumables

What size cups will you use?

Will everyone use china cups, or do you need disposable paper cups and lids?

Where will you source the coffee beans or powder and the fresh or powdered milk?

Do you need sugar sachets for those with a sweeter tooth and stirring sticks?

It is very important to ensure that, on installation, the equipment is set up to suit your needs. All of the coffee ingredients and consumables can be purchased from Livewell’s online store, on trade terms, making it nice and easy.

Contact Livewell now and we can review your office arrangements and take you through the office coffee machine options available to meet your budget and preferences. Your office colleagues will be very grateful to you for sourcing and providing a first-rate coffee service!