Success
Stories
Industry: Specialty Coffee Equipment & Service Operations
“We have full visibility across installations, maintenance, and service — without adding complexity”
Operations Team, Tanat
Overview
Tanat, formerly known as Kawa Coffee, is a leading specialty coffee roaster based in Paris, France. Beyond roasting, the company delivers complete coffee solutions to professional environments including offices, hotels, restaurants, and coworking spaces.
Its services go far beyond supplying coffee. Tanat installs espresso machines, manages equipment infrastructure, and ensures ongoing maintenance and technical support so that customers can operate without disruption.
As the company expanded its service operations across France, the number of installations, maintenance contracts, and service interventions increased significantly. Managing this growth required structured coordination, clear equipment visibility, and seamless integration between field operations and internal systems.
Operational Reality
As Tanat scaled its service activities, coordinating installations and service operations became increasingly complex.
Before Wello:
- Planning and coordination required manual follow-up and cross-checking
- Technicians lacked structured access to equipment history and installation details
- Service reporting and communication required manual effort
- Maintenance visits were not consistently automated or tracked
- Equipment infrastructure across multiple locations was difficult to manage
- Service requests arrived through multiple channels, including email, phone, and internal communication
While operations continued to function, the lack of centralized structure created inefficiencies and increased the risk of missed follow-ups or incomplete visibility.
Why Wello?
Tanat selected Wello Solutions as a centralized field service platform to structure its growing service operations and equipment management. The objective was to create a scalable service model where installations, maintenance, and service operations are fully connected and controlled.
Wello had to:
Automate recurring maintenance through contractbased workflows
Provide structured visibility across equipment installations and locations
Enable technicians to access full service history and equipment data
Standardize service reporting and customer communication
Support contract pricing and automated billing logic
How wello is used in operations
With Wello, Tanat manages planning, execution, equipment tracking, and communication within one structured platform.
Contract-driven maintenance automation
Maintenance contracts automatically generate work orders based on predefined schedules. This removes the need for manual job creation and ensures that all service visits are executed on time.
Mobile field execution with service history
Technicians access work orders, equipment history, and previous interventions directly from the mobile app. This allows them to arrive prepared and complete jobs with full context.
Automated planning communication
Customers receive automatic notifications for scheduled visits, reminders, and service confirmations, reducing manual follow-up and improving transparency.
Digital service reporting and communication
Service reports are generated automatically and shared with customers. Communication workflows are adapted based on machine type and service requirements, ensuring consistent and professional interactions.
Structured equipment and installation base
Tanat maintains a detailed equipment structure across customers, locations, and sublocations. Technicians have full visibility of machines per site, including floorlevel installation data, ensuring accurate and efficient interventions.
Impact
With Wello, Tanat established structured control over its service operations and equipment infrastructure.
- Automated maintenance scheduling through contract-driven workflows
- Full visibility of equipment across customers, locations, and sublocations
- Improved technician efficiency through access to service history
- Reduced manual effort in planning and job coordination
- Standardized service reporting and customer communication
Operations that were previously fragmented are now structured, predictable, and scalable.
Key Takeaways
Contract-driven service automation
Recurring maintenance managed automatically without manual planning.
Structured equipment visibility
Full control over installations across locations and infrastructure.
Mobile-first execution
Technicians access complete job and equipment context on site
Integrated communication workflows
Automated updates and reporting tailored to service needs.
Connected ecosystem
Integration with ERP systems via API and MAKE.com.
