How ZippyAssist Is Transforming Vending Operations — Direct from the Operators

Let’s face it – vending operations can be chaotic. Between ringing phones, refund requests, and trying to juggle customer service on top of machine maintenance, it can be hard to breathe, let alone grow.

But what happens when the chaos of missed calls and paper refund slips gets replaced with seamless automation, actionable insights, and a better customer experience?

That’s where ZippyAssist steps in.

We spoke with five operators from across the country—ranging from small to large operations—to learn how they’re using ZippyAssist to modernize their businesses, and what surprised them along the way.

Cutting the Noise at Surpass Vending

Matthew Rainey of Surpass Vending remembers when his personal phone rang nonstop, especially from his high school accounts. Calls used to go directly to him — he didn’t want to miss out on potential business. But over time, it became overwhelming.

ZippyAssist changed all of that. By integrating with Seed and tying phone numbers to machine asset IDs, Matthew gained clarity and control. QR codes saved steps for users, and Zippy Voice helped address messages when he was out in the field taking care of machines.

He especially loves the QR codes:

“100% a plus,” as he puts it.

They streamline communication and remove extra steps. And Zippy Voice screens calls for relevant information, takes voice messages, and supports after-hours service. Since using Zippy, the business has doubled in size. They’re now able to focus on growth, not just maintenance — and that’s a shift he’s proud of.

Less Phone Tag, More Peace of Mind

Coley Canteen’s Shane Swanson was drawn in after seeing ZippyAssist on LinkedIn. What started as a way to reduce the mountain of phone calls quickly turned into something much bigger.

Smart automations, QR codes, and Zippy Voice didn’t just reduce call volume — they built customer confidence, leading to increased satisfaction and repeat usage. For operators, that translated into higher sales and fewer service disruptions. The platform’s impact extended beyond customer service: it became a coaching tool for technicians and a performance tracker for machines.

With over 3,000 vending machines and 120 micro markets, operational visibility became crucial. As Shane explained:

“It restores customer confidence — and that’s my job as an operator.”

His team now tracks machine issues easily, and even his semi-retired dad and business partner stay in the loop without missing a beat.

The sticker rollout? Shane focused on problem accounts first and made sure his drivers understood that working machines = bottom line results. Integrating ZippyAssist into company culture was a game-changer.

“It’s not just a tool for complaints,” Shane said. “It’s a way to show people we care — and we’re paying attention.”

Scaling Smarter at Host Coffee

Nick Wojcik at Host Coffee calls Zippy “his baby” — and we’ll take that! In just one year, his team logged nearly 1,000 help requests — and the staff were thrilled to get their time back from constant phone support.

With 800 vending machines, Nick knew they needed structure. Zippy provided it. Pre-Zippy, phone calls, pre-auth issues, and scattered service requests were eating into everyone’s time. Since launching the platform, those problems have become manageable.

Zippy also became an asset to his sales team. Now when they pitch new accounts, they can lead with how organized and responsive they are.

Their stickering approach was area-based — major accounts first, then waves by region. The team’s utility players — paid hourly — help with stickering, making the rollout efficient and organized.

Building Relationships, Not Just Refunds

For Julie and Alec at Maple City Dispensing, the initial motivation to adopt Zippy was simple: improve their refund process. Before ZippyAssist, they — like many operators — used a physical envelope system and wanted something more trackable and reliable.

After just five months, they saw a shift. Communication with customers became two-way. The tool also helped them break into new markets while retaining existing business. Julie and Alec especially appreciated the automation features and were excited to implement Google review requests and Zippy Voice — enhancing both customer experience and brand credibility.

Modernizing Operations at Pyramid Food Service

Abby Barton represents the next generation at Pyramid Food Service, working alongside her father. Like others, she described pre-Zippy days as “a big mess.” Refunds involved drivers, secretaries/security guards, and paper slips — a system prone to errors and delays.

What surprised Abby most? Older customers embraced the new tech faster than expected — once they realized they could be taken care of the same day.

Zippy also reduced phone tag, letting them handle vandalism reports more efficiently.

Final Thoughts: It’s More Than Just Refunds

ZippyAssist is redefining what it means to run a modern vending operation.

And while every operator’s journey looks a little different, one thing is clear: ZippyAssist wasn’t just solving problems. It was creating opportunities — for faster service, better team accountability, and stronger customer relationships.