When ZippyAssist first entered the vending industry, most operators thought of it as a straightforward customer service tool. Refunds, error codes, and out-of-stocks were its core functions — useful, but limited to customer service.
Yet today, operators across the country are discovering unexpected benefits. They’ve found that ZippyAssist can do far more than manage customer complaints. It’s quietly becoming a powerhouse for internal communication, field intelligence, and relationship management. In fact, it’s reshaping the way teams work and how opportunities are captured.
Here are four surprising ways refreshment operators are using ZippyAssist to strengthen their businesses.
1. Route Drivers as Mobile Intelligence Agents
Your drivers are more than restockers — they’re the eyes and ears of your operation. At Pyramid Food Services, drivers now text in machine IDs through ZippyAssist to instantly create service tickets, complete with equipment details and location.
“When I see a machine making weird noises or displaying error codes, I just text it in right away,” one driver explains. “Zippy knows exactly which machine I’m talking about, and by the time I get back to the warehouse, my supervisor already has a service ticket created with all the details.”
The immediacy prevents small problems from becoming costly breakdowns. But drivers are also capturing revenue opportunities: spotting lines at busy machines, noticing when a micro market might be needed, or flagging products that aren’t moving due to poor placement.
2. Account Managers: Never Missing a Commitment
Account managers have also adopted ZippyAssist in ways that go beyond its original scope. During visits, they use it to log expansion opportunities, competitor activity, or customer concerns. Just as importantly, the platform tracks promises made in the field.
Whether it’s adding a new product or scheduling a facility upgrade, ZippyAssist ensures commitments are followed through. That reliability strengthens trust with locations — a critical factor in protecting accounts from competitors.
3. Location Employees as Unexpected Partners
Perhaps the most surprising application is among location employees themselves. Facility managers, office administrators, and even everyday staff can now report issues directly.
Some prefer texting machine IDs, while others simply call in and leave a voice message, which ZippyAssist automatically transcribes into the system.
“The voice feature has been a game-changer for our office locations,” notes Charece, Director of Customer Experience at Buffalo Strive. “Some office managers and facility staff find it much easier to just call and leave a message, quoting the machine ID and quickly describing what they’re seeing.”
This ease of use turns location employees into active partners — a new channel of intelligence operators once struggled to capture.
4. Building a Competitive “Information Moat”
The most powerful surprise? ZippyAssist is giving operators a competitive edge that grows over time. By systematically capturing insights from drivers, account managers, and location employees, operators build what business strategists call an information moat.
This moat becomes deeper and wider the more information is logged, allowing operators to respond faster, make smarter decisions, and strengthen client relationships.
“We started using ZippyAssist for customer service, but honestly, the bigger game-changer has been how it’s transformed our internal communication. My drivers and account managers are my eyes and ears in the field—now anyone on our team can quickly capture the information we need, so we can fix issues, and follow up to ensure things get done,” says Shane Swanson, Sales and Customer Service Manager at Coley Canteen.
More Than Meets the Eye
ZippyAssist may have started as a customer service platform, but operators are proving its real value lies beyond refunds and complaints. From drivers to account managers to location staff, the system is transforming everyday observations into actionable intelligence that fuels growth.
In an industry where every missed insight is a missed opportunity, that’s a surprise worth paying attention to.
Greg Elisara is the CEO of 6L, Inc., the producer of ZippyAssist platform. He is an expert on the benefits of good customer service across several verticals. He lives in New Zealand and enjoys surfing and photography in his spare time.
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