At Roastea, operational excellence is not just a goal; it’s a core part of our identity. We believe that providing our clients with the highest level of service is as important as the quality of our products. This belief drives everything we do, from the manufacturing of our vending machines to how we manage our supply chain and handle customer inquiries. The Roastea Operational Promise focuses on end-to-end supply chain management and an unparalleled Turnaround Time (TAT) to ensure that our clients receive fast, efficient, and reliable service at every step of the way. Let’s take a deeper look at how we achieve this:
Unmatched Turnaround Time (TAT)
At Roastea, we understand the importance of minimizing downtime and ensuring our clients experience uninterrupted service. That’s why we have invested heavily in systems and processes that allow us to resolve any machine-related issues in record time. Our TAT is unmatched by any competitor in the industry, setting us apart as leaders in service efficiency.
How We Achieve Low TAT
Dedicated Service Team
Our customer service team is always available to assist clients and address any concerns.
Immediate Acknowledgement
When a client contacts us with an issue or inquiry, our support team immediately acknowledges the request.
Real-Time Issue Tracking
Once an issue is reported, we use high-standard software solutions to track and monitor the status of each query in real-time.
Diagnosis and Solution
Using advanced diagnostic tools, we identify the root cause of the problem quickly and accurately.
Resolution and Follow-Up
Once the issue is resolved, the customer is promptly informed. Additionally, we follow up with the client to ensure they are satisfied with the resolution and that the machine is functioning optimally.
Technology-Driven Problem Solving
Roastea’s use of high-standard technology software is a key factor in our ability to maintain exceptional service standards and minimize TAT. Our software suite includes advanced ticketing systems, real-time diagnostics, and customer relationship management tools, all designed to optimize operational efficiency.
Ticketing System
Our support team uses a sophisticated ticketing system that categorizes and prioritizes client inquiries and complaints based on urgency. This ensures that critical issues are addressed immediately, while non-urgent requests are resolved in a timely manner.
Customer Support Journey
End-to-End Supply Chain Management
Roastea’s supply chain management is streamlined to ensure the seamless flow of products and machines from the manufacturing plant to our customers. Our approach to supply chain management is designed to optimize every stage, from procurement to delivery and post-sales support.
Manufacturing
Every Roastea vending machine is manufactured at our 10,000 sq. ft. state-of-the-art plant in Bangalore, India. The process begins with procuring the finest locally sourced materials, which are then used to craft every machine to meet the highest standards. We maintain rigorous quality control checks at every stage of the manufacturing process.
Inventory Management
We use advanced inventory management systems that provide real-time visibility of stock levels. This helps us predict demand accurately, ensuring we have the right amount of machines and components ready to ship without delays.
Logistics & Delivery
Once a machine is ready for delivery, it moves through our optimized logistics channels. Our efficient distribution network ensures that products are delivered to clients on time and in perfect condition.
After-Sales Support
Our commitment to operational excellence extends beyond the point of sale. Roastea offers continuous support through a dedicated customer service team that handles any service requests or issues with quick resolution times
Continuous Improvement & Customer-Centric Approach
Roastea is committed to continuously improving our operations to ensure that we are always offering the best service to our clients. We regularly gather feedback from clients, use data analytics to track performance, and refine our processes to provide even better
Customer Feedback Loop
After each resolution, we solicit feedback from our clients to measure satisfaction and identify areas for improvement. This feedback is reviewed regularly to ensure that we are meeting and exceeding client expectations.
Performance Metrics
We use advanced inventory management systems that provide real-time visibility of stock levels. This helps us predict demand accurately, ensuring we have the right amount of machines and components ready to ship without delays.