Delivering a reliable refreshment service for a global gaming workplace
Our client is one of the world’s leading gaming groups, operating at scale across both online and retail environments. With a strong focus on employee experience and wellbeing, their central workplace team was looking to modernise and stabilise refreshment provision across their offices.
We spoke with Chiv, Senior Workplace Manager, about their experience working with Vending Sense and how a service-led partnership helped deliver a reliable, high-quality refreshment solution.
The Challenge
With high employee footfall and a diverse refreshment estate, reliability was critical. While the existing equipment, including Franke A600 bean-to-cup coffee machines, was well regarded for performance, ongoing concerns remained around technical responsiveness, consistency of support and overall supplier partnership.
The Workplace team needed confidence that issues would be resolved quickly, communication would be clear and the refreshment service could operate smoothly without demanding constant attention from internal teams. Competitive pricing was important, but not at the expense of service quality.
Ultimately, they were looking for a long-term partner they could trust.
The Solution and Approach
Vending Sense worked closely with the Workplace team to deliver a structured, well-managed transition. The installation covered a complete refreshment setup including Franke A600 coffee machines, Borg & Overstrom water taps, Necta Swing vending machines and the introduction of the Boost Vision smart fridge for fresh food.
The transition was carefully coordinated, with clear communication between client stakeholders, engineers and technicians throughout. When complications arose around the removal and relocation of previous supplier equipment, the Vending Sense team stepped in to manage this professionally, ensuring minimal disruption to the workplace.
From the outset, a dedicated Client Success Manager provided a single point of contact, overseeing performance, coordinating support and maintaining proactive communication.
“Customer service has been a standout element of the partnership. It genuinely feels like we are their most important customer.” – Chiv, Senior Workplace Manager
Ongoing Service and Support
Day-to-day service has been a key differentiator. The Workplace team highlighted the responsiveness and reliability of the Vending Sense support team, noting that issues are dealt with quickly and transparently.
Regular communication and proactive monitoring have ensured minimal downtime across all machines. As one manager explained, “You only hear about a machine when it stops working – and thankfully, that hasn’t happened.”
According to the team, the strength of the partnership comes down to people. “The biggest asset Vending Sense has is their team.”
Product Performance and Expansion
The refreshment offering has been extremely well received across the office. Machine performance has been strong, with consistent drink quality and minimal technical issues reported.
The introduction of the Boost Vision smart fridge expanded the onsite offering further. Vending Sense worked with staff focus groups to tailor the product range, ensuring it met employee preferences. Replenishment and operation have been described as seamless, with staff responding positively to the wider food options available.
The Result
The outcome has been a reliable, modern refreshment service that runs smoothly in the background. Staff satisfaction has improved, confidence in maintenance and issue resolution is high and the Workplace team no longer needs to dedicate significant time to managing supplier challenges. Most importantly, the partnership feels stable and supportive.
When asked whether they would recommend Vending Sense, the response was clear:
“Yes – without hesitation. I’m always cautious when recommending suppliers, but the Vending Sense team have demonstrated honesty, integrity and an incredible work ethic. I wouldn’t find it difficult recommending them.” – Chiv, Senior Workplace Manager