BUNN - From Service Center To Profit Center

How Help Lightning Helped BUNN Turn Field Service into a Profit Center

Tim Spencer, SVP & GM of Service Operations, Bunn-O-Matic Corporation (BUNN): BUNN is in the business of transforming water into something new, then dispensing that product through our beverage dispensing equipment. That’s why we might be best known for our commercial coffee equipment, but it’s not just coffee that we’re engaged with.

We’re in more than 80 countries and have distribution centers across the globe, and we’re certified to manufacture and distribute products to just about everywhere.

We’ve been very focused over many years as a manufacturing company. You might have had the same experience as us, where service evolves as a part of the business that supports that manufacturing arm and provides installation support, warranty support, and parts support.

We’ve strived to build our service business as a profit center. And to do that, we’ve had to identify the currency of our business. How does service make money? What should our focus be? What should our key metrics be focused on?