Supporting
the UK’s Health & Fitness Goals
FULLYMANAGED VENDING BLUEPRINT Contents 01 KeyContacts 3 A list of the key personnel on hand tomaximise your vending service. 03 ImportantPoints 5 About your vending machine and the service we provide. 05 NutrivendHelpdesk 8 What to doif you need to report an issue with us. 02 InstallandLaunchProcess 4 The process to your machine being full and operational in your gym. 04 NayaxPayments 6 A brief introduction to our contactless payment technology. 06 FAQs 10 Common questions about our vending machines, service and products.
KEYCONTACTS
Meet the peopleyou needto contact for any issuesyou may encounter.While machineissuesare veryrare, theydo pop up from timeto time.When theydo, we endeavourto resolveit as quickly and efficiently as possible.
HELPUSTOHELPYOU:
Please note these contact details for the team in place to ensure our vending experience is as smooth as possible. Please follow the steps and contacts outlined in this blueprint.
CUSTOMER SERVICE SERVICE@NUTRIVEND.CO.UK
Please contact the Customer Service Helpdesk for:
- Machine faults that have not been resolved via the Nutrivend Helpdesk Portal.
- Customer issues with the machine (i.e. the machine has swallowed money/not vended a product)
CUSTOMER SERVICEMANAGER
NIKITA.LONG@NUTRIVEND.CO.UK
Nikita is always happy to help if your Helpdesk ticket goes unresolved.
Contact Nikita if:
- A fault needs escalation.
- You’re unable to get hold of customer services via service@nutrivend.co.uk
- Your issue is urgent/an emergency
NATIONAL ACCOUNTMANAGER
BARRY.DAVIES@NUTRIVEND.CO.UK
Barry is on hand to help you sell more product through your vending machine.
Please contact Barry if:
- Your team requires product training.
- You’d like to know how well your machine is performing
- You have a question about the products within the machine
HELLO@NUTRIVEND.CO.UK
INSTALL&LAUNCH PROCESS
Below is aguideof the stagesinvolvedbetween youconfirmingamachine order,to deliveryof afully filledsports nutritionvendingmachineinyour gym.
STEP1:DOCUMENTATION
Oncethe signedagreement isreceived,we create your accountonoursystem, andfinaliseall paperwork.
STEP2:DATECONFIRMATION
Onceall documentationis complete,the relevantorders are placedfor yourmachineandartwork.
STEP3:MACHINEPREPARATION
The machineis preparedtothe agreed planogramandall testing iscarriedout.
STEP4:DELIVERYANDSITESURVEYBOOKED
Onceyourmachineis ready,we will conducta site survey, andbookthe machinedelivery withourlogistics company.
STEP5:MACHINEDELIVERYANDINSTALL
Our engineerwilldeliver yourmachineto yoursite, unload, andfully installthe machine.
STEP6:COMMISSIONING
24hoursafter delivery the machinewill befilled full of your favouritesports nutritionproductsfor yourmembers (and staff) toenjoy!
IMPORTANT POINTS
Below are key operational points of the fully managedvending serviceprovided by Nutrivend.
NUTRIVENDARERESPONSIBLEFORALL VENDINGMACHINES.
Nutrivendprovidesa fullyautomated vending service.Thisincludesvending of all products located in the machines. Machinefaults, product issuesand all moniesareadministeredby Nutrivend. Therefore,thereare no floats, stock control, keysorrefundsadministeredbyyoursite staff.
CUSTOMERSERVICESTICKER.
A customer service sticker is displayed on the vending machines that refer members to log any issues via a Nutrivend email address.
Should any vending difficulties be experienced, or if a manager is aware of any vending issues, the manager must report the issue on the Nutrivend Helpdesk portal for our team to resolve.
CONTACTLESSPAYMENTSTHROUGHNAYAX.
All Nutrivend vending machines come with Nayax technology. This allows your members to pay with card, contactless, Apple Pay, and Android Pay at any time of day.
We take this extra measure to make sure your members don’t miss out on their post workout shake and you never miss a sale.
HELLO@NUTRIVEND.CO.UK
NAYAX PAYMENTS
Our machines come fully equipped with a Nayax contactless payment system. This allows you and your members to pay for products using your contactless card, Apple Pay, Android Pay and more.
It’s important that if you or a member has an issue using the Nayax system, you follow the below instructionsbeforecontactingNutrivend.
INSTRUCTIONS:
• For Contactless, pressStartfirst, before tapping your card or phone.
• Follow instructions on the screen.
• If your card is rejected. Please raise a ticket on our helpdesk or email Service@nutrivend.co.uk
CUSTOMER SERVICESTICKER
This customerservicestickershould be visibleon every Nutrivend Machine. Pleasenotify Nutrivend immediately if this is not everyvending machineat your facility.
HELLO@NUTRIVEND.CO.UK
NUTRIVEND HELPDESK
Nutrivend’sHelpdeskis anonlinecloud-basedcustomerservicesoftware.Our team usesthis portaltoreport, track,monitorandresolveissuesthatmay arise with yourvendingmachine.This includeseverythingfrom amachinefault,toan issuewith aproductfromthe machine
REPORTISSUES
Helpdesk enables you to report, track, and monitor issues you may have with the vending machine.
KEEPINGUPTODATE
Helpdesk is kept updated by Nutrivend with any news or updates via the forum
MARKETINGMATERIAL
Helpdesk will be utilised to help Nutrivend share product information and digital POS for you to use
Followthis linktosignup - https://nutrivend.freshdesk.com/support/signupOnceyou’rethere, enter yourdetailsandclick‘Register’
Onceyou’reloggedinyoucansubmita tickettoreport anissue. See the nextpagefor more information.
REPORTINGAN ISSUE
Followthis processto report anissuewith yourvendingmachine.Thisprocess enablesNutrivendto ensureall problemsare resolvedinatimely manner wherever possibleandhelpimproveservicelevels goingforward.If youhave anyquestionsaroundthe below,please contactthe CustomerServicesTeam.
STEP1:LOGINTOHELPDESK
Login toHelpdeskviathe portalat https://nutrivend.freshdesk.com/support/login
STEP2:SUBMITANEWTICKET
Clicktosubmitanew supportticket. Please provideas muchinformationaspossibleso thatwe canprovidethe correctsupport.
STEP3:RESPONSEWITHIN2WORKINGHOURS
Ticketresponsetime is set to within2 businesshours,but we aimto provideyouwithaninstantresponse whenpossible
STEP4:KEEPTRACKOFYOURTICKET
You’llbe ableto keep full trackof the progressofyour situationthroughHelpdeskby clicking“Checkticket status’’.Nutrivendwill provideregularupdatesonthe ticket thread.
STEP5:ISSUERESOLUTION
Duringthe week, yoursite willusuallybe visitedbyan engineer/operatorwithin24workinghours,with 85%of callsbeingfixedonthe first visit.
STEP6:TICKETCLOSEDANDEMAILCONFIRMATION
Oncethe issuehasbeenresolvedwe willlet youknowwith aquickresponseandthen theticketwill be closed.Youwill receiveemail confirmationof this.
HELLO@NUTRIVEND.CO.UK
FREQUENTLYASKED QUESTIONS
01.I’veloggedanissueontheNutrivendHelpdesk, butI’vereceivednoresponse.WhatdoIdo?
Weaim to respondto all ticketsraisedwithin 2businesshours. If youreceiveno response at all, please emailour Customer ServiceTeamon service@nutrivend.co.ukor call the Nutrivendofficeon 03001240371.
02.Themachinehasswallowedacustomer’smoney, whatdoIdo?
Pleasedirectthe customerto the servicestickeron the vending machine. Theycan contact Nutrivenddirectlyon service@nutrivend.co.uk
03.Wehaveaneventcomingup,howdoIarrangefor samplestobesent?
Emailour CustomerServiceTeamwith any sampling event requests(service@nutrivend.co.uk). Theywillpass your details on to therelevantteam.
04.CanIgetmorePOStopromotethevending machine?
Emailour CustomerServiceTeamwith any marketingand POS requests(service@nutrivend.co.uk) who willpass your details on to therelevantteam.
05.Weneedarefillforourvendingmachine
Pleaselog this issueon our helpdeskoremailour Customer ServiceTeam(service@nutrivend.co.uk).
READYTO GETSTARTED? 0300 1240371 hello@nutrivend.co.uk www.nutrivend.co.uk
