Snack in the Box caught up with the technical support team to look at a few of the technical queries that crop up for franchisees. We have a large support team made up of field engineers and franchise managers, each with their own unique role in the company. This enables our franchisees to make the most of their new chocolate franchise opportunity.
The SITB engineering team offers a range of support to the entire franchise network. They have technical phone support for fixing faults when franchisees are on site. Field engineers are available to attend sites, from fault fixing, to relocations or even machine servicing/refilling.
What training will new franchisees receive?
All franchisees entering the business are given an ‘in house’ training day at one of our regional offices. A range of machines are stripped down and rebuilt providing a hands on technical experience. These foundations should give confidence and illustration that even the less technically minded can carry out the required routine servicing and first time fixes they are likely to encounter. We are also able to provide refresher training either out in the field or again at one of our offices to build on the knowledge already gained or to address specific requirements. Our engineers when carrying out repairs in a given area can always be joined by the local franchisee to gain more experience. Also when first handing the business over a SITB representative will be present to offer additional support and training on each of the machines visited.
What do franchisees receive as a start up package?
Incoming franchisees are provided with a part pack tailored to the package they are buying. This will include motors, panels, and machine components, as well as a tool kit, product decals and labels to enable the franchisee to start off on a steady footing.
What happens if a vending machine stops working?
Machine breakdowns are something that all franchisees will experience through their time servicing our chocolate and confectionery vending machines. All electrical appliances with moving parts will have malfunctions occur. At some point in their lifespan! One question SITB is asked a lot is “how often will my machine break down?” There are ways we can advise franchisee’s to minimise the risk of breakdowns. We also want to provide as much support as possible to minimise the impact of breakdowns. Franchisees may have the odd breakdown or issue to resolve through the course of the week. Whatever happens, SITB will be on hand to assist in resolving these issues.
Who is responsible to fix the vending machines?
The person to attend the site once the fault is reported would be the franchisee, who is in the area, and also attends the machines frequently. With any luck this should be a quick a painless fix sorted in one visit, but if there are any complex faults there will be someone to report to at our support centre.
What about moving the machines?
SITB allow franchisees to decide where to put their vending equipment and machines. In fact, we encourage franchisees to look for more opportunities to develop business and optimise sales. This could mean utilising machinery within their provided area, which may be lower in sales than others. We are here to offer guidance too, so we can always help offer insights.
What engineering support does SITB offer?
The SITB engineering team offers a range of support to the entire franchise network. We have technical phone support, providing diagnosis and guidance to fix faults when the franchisee is on site and attending a machine. We have field engineers who are available to attend sites where requested. They can carry out whatever work that specific franchisee wishes, from fault fixing, to relocations or even machine servicing/refilling. The technical department also seeks to provide parts at the best possible value to the franchise network and in the majority of cases offering next day delivery when parts are ordered.
Are the chocolate vending machines covered by a warranty?
In the first year of business all franchisee’s vending machine parts are covered by a 12 month warranty. This ensures during this period the franchisee is able to focus on the servicing of equipment, settle into a stable routine and learn the industry without the concern of parts ordering and maintenance issues. By the end of year one the aim is to have a stable business with fully functioning machinery ready for the business to grow in the coming years.
What if a machine can’t be fixed by SITB or the franchisee?
The training and support offered by SITB means that we are confident that on the whole there is no fault we cannot rectify on site. So that will be by the franchisee or engineering team. In the rare instance where we deem it best to remove a machine from site in order to carry out repairs, working with the franchisee we offer a range of options to minimise the impact on the specific site and the franchisee. This could be in the provision of a temporary replacement or a more permanent machine replacement.