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Delivering Better Coffee Service With Technology

Learn how Custella helped a Coffee Shop franchise with their preventive maintenance by helping them gain control over their field service and inventory management.

Making coffee

Delicia’s Delicious Coffee Shop (pseudonym) is one of the most renowned coffee shops in Malaysia. The business started in Penang with a single, small coffee shop with only a handful of employees and customers, but because of their exquisite coffee and exceptional service, their business is now booming with several branches across Malaysia.

However, with the excellent growth of their coffee shop, they also started running into a few hiccups. Their business became bigger, so did the need for better management of their equipment. They were using another CRM platform to handle their maintenance operation, but the lack of consolidated reports in the system created various problems for them. Their main concern was the scheduling of the maintenance, as they wanted to be able to assign tasks to their field reps according to the location, expertise, and products. Their coffee machinery needed a preventive maintenance schedule created based on the contracts they had with their franchises.

Handling maintanance operations digitally

Another key challenge they ran into was keeping track of the inventory of parts. Various items were being brought in or taken out of the inventory and they were not being recorded in a proper manner. Often recording the number of items became a challenge for them, as during maintenance, reps were not able to record them properly due to the nature of the work. A total of 30+ users have access to the inventory quantity and status, and it became complicated to keep track of every item that was being checked in or out.

To improve their operation team process, Delicia started looking for a system that would solve all these problems. Custella presented the perfect solution for them.

The Custella app successfully managed the maintenance process that Delicia required:

  • Accurate information on equipment to be maintained, its components, and ongoing maintenance requirements.

  • Custella matched the reps skills and time availability against the tasks in hand.

  • Parts and supplies were procured in advance, in a well-planned fashion, to complete preventive maintenance tasks according to the major and minor service schedules.

  • Custella took care of the work orders such as scheduling jobs, assigning personnel, reserving materials, recording costs, tracking relevant information such as the cause of the problems, downtime, and providing recommendations accordingly for future actions.

  • Keeping track of preventive maintenance inspections, checklists, and a list of required information.

  • Proper asset management, as in data records of equipment and property, specifications, warranty information, service contracts, spare parts, purchase date, and warranty expiry among others.

  • Barcode scanner for Delicia’s inventory and asset checking and updating, so no check-in or check-outs are missed.

Checklist of various tasks

In conclusion, Delicia’s Delicious Coffee Shop was more than happy with Custella’s incredible inventory and asset management system. With Custella they were able to synchronize their field service and inventory management into one platform, which solved all the operational hassles they were facing which helped focus and improve their business overall.

Still have more questions? Check out more FAQs on our website here. You can also get in touch with us below from the link below; we are always happy to get back to you with any queries regarding your business.


Need a field service management application like Custella? If you’re in the ASEAN region (Malaysia, Indonesia, Singapore, Brunei, etc. ) or Australia/Oceania, drop us an email to schedule your demo:

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