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Nespresso deploys pioneering M2M solution

Nespresso deploys pioneering M2M solution
May 25, 2012in case studies2012-05-252013-03-18case studiesen
In the premium coffee market, having around-the-clock support has never been more important. The luxury drink carries a wealth of expectations from drinkers, and service reliability is essential. Nespresso Business Solutions realizes just how important it is and turned to M2M technology to keep...
Nespresso deploys pioneering M2M solution
In the premium coffee market, having around-the-clock support has never been more important. The luxury drink carries a wealth of expectations from drinkers, and service reliability is essential. Nespresso Business Solutions realizes just how important it is and turned to M2M technology to keep its coffee machines in perfect condition. 
 
Nespresso is one of Nestlé's most profitable brands and is headquartered in Lausanne, Switzerland. With 2011 profits of $3.82 billion, Nespresso has over 4,000 employees operating over 200 shops in more than 50 countries. Its business-to-business (B2B) solutions arm provides services in the world's foremost hotels and restaurants and relies on superior customer service. 
 
The company wanted to launch market-leading products that would help it move towards the number one position in the B2B market. It is already the market leader in highest quality portioned premium coffee and wants its business arm to reach the same level. 
 
proactive maintenance via M2M
To achieve this, Nespresso is enhancing its B2B coffee machine after-sales service maintenance with a customized machine-to-machine (M2M) solution from Orange Business Services. This follows the launch of two revolutionary B2B machine models - Aguila and Zenius, the industry's first connected tabletop coffee machines. 
 
In the past, the machines were traditionally maintained by service engineers who reacted to issues that had already happened, and this affected the customer experience. The new tabletop models use M2M communications that allow each machine to feed back data on its status - rate of consumption, water temperature, pressure, extraction, etc. - so that the local Nespresso office can have early warning of any potential issues and undertake preventative maintenance.
 
Through its tie-up with Orange, the new machines will be deployed with embedded SIM cards that enable the machines to communicate with the Nespresso Customer Relationship Centers. This two-way communication enables remote machine diagnostic and preventative maintenance visits to be scheduled as required. The solution can work globally and has been readied for remote machine diagnostics in over 220 countries with international support partners on hand.
 
global solution
Orange Business Services was chosen to provide this M2M solution based on its global capabilities, its local Swiss team presence and M2M expertise. The customized solution includes global data security measures required by Nespresso. Orange built the solution with its International M2M Center, a global leader in borderless global M2M connectivity. 
 
Marco Zancolo, Head of B2B Channel, Nestlé Nespresso S.A, said: "We found that Orange Business Services was the best-suited operator that could cope with our global requirements and can support us in our future growth. It was also very important for us to have a local team and presence here in Switzerland with M2M expertise." 
 
Early results from the partnership show Nespresso is delivering a consistent brand experience for B2B customers with early warnings if preventative maintenance is needed. This is helping to ensure service continuity through a single global provider, offering worldwide support services.
 
Helmut Reisinger, Senior Vice President, Orange Business Services Europe, said: "Our proven expertise in implementing large complex projects and our experience in managing borderless connectivity provide a solid foundation for Nespresso's plans to implement M2M connectivity aligned to its new B2B service strategy. Our robust infrastructure and methodology will significantly expedite the implementation and provide peace of mind for customers." 

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