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Cafès Cornellà

24/7 support connected to the coffee machines

Two assistants that know the real status of every machine, a unified sales database and a technical team trained to keep building.

  • AI-Automation
  • Industry and IoT
  • Customer service

24/7 customer support, at any hour

  • 24/7customer support
  • 47sales automation opportunities
  • 2bootcamps for the technical team

Starting point

Cafès Cornellà's customers have connected coffee machines and need immediate answers when something fails, including outside office hours. And the sales team worked with data scattered across an old CRM, spreadsheets and documents.

What we did

We designed two assistants, one for customers and another for machine owners, that check the real status of each unit through IoT data and technical manuals. In parallel, we unified the sales data into a single source connected to their dashboards, analysed eleven sales procedures and found 47 automation opportunities. Two bootcamps trained the technical team.

The change

Before and now.

Before

  • The customer calls, waits and explains the problem
  • Someone looks for the answer in the manual
  • Sales data scattered across CRM, spreadsheets and documents

Now

  • The assistant checks the machine and answers instantly
  • The technician only gets what needs expert hands
  • A single source of sales data, connected to their dashboards

Step by step.

  1. Input

    Query or alert

    Customer or machine

    The conversation starts when the customer writes or when the machine itself sends an alert.

  2. AI

    Assistant

    Understands the problem

    The assistant interprets the message and the error code, in the customer's language.

  3. System

    IoT data and manuals

    Real status

    It checks the machine data and the technical documentation to find out what is happening.

  4. AI

    Answer

    Steps to follow

    It answers with clear instructions and checks with the customer whether it has been solved.

  5. Person

    Technician

    If it needs escalating

    If a visit is needed, the technician gets the case with the diagnosis already done.

And up and running.

  1. Machine 0231 · Error E4 · 9:42
  2. Hi Marta, your machine shows E4: the water tank is empty. Fill it up to the mark and press reset. Shall we try?
  3. Done, it works now. Thanks!
  4. Perfect. If it appears again, I'll alert the technician with the machine data.
Solved without escalating · 2 min
Simulation with fictitious data from the real system.

Result

24/7 support, fewer escalations to the technical team and a sales automation roadmap backed by reliable data.

For the team

Technicians only get what needs expert hands, with the diagnosis already done.

Connected with

  • Chat
  • IoT
  • Technical manuals
  • CRM
  • Dashboards

  • 3 h

    of manual work removed every week

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    3 hours of manual work removed every week

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  • 70%

    faster CV screening

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    CV screening 70% faster

    An agent that reads, summarises and compares every application, so the consultancy can spend its time on people.

  • 50

    insurers in a single collections flow

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    One receipt, fifty insurers, zero double charges

    Every payment receipt is read, validated against its bill and sent to the right insurer, without anyone typing it in.

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