Bob Loves Zippy: An Industry Vet Embraces the Future
Forty years ago, Bob Betz had one goal: to deliver the kind of customer service the vending industry had forgotten. As a former route driver for a large national vending company, Bob saw firsthand how smaller accounts were often neglected—machines left unstocked, complaints unanswered, and customers frustrated.
So, in classic entrepreneurial fashion, he bet on himself.
That bet became One Source Refreshment, which has since grown into the largest independent vending services provider in the greater Philadelphia area. With a fleet of refrigerated trucks covering Philly, the Lehigh Valley, New Jersey, and Delaware, Bob’s company proudly serves clients both large and small, offering a curated mix of local snacks and beverages, state-of-the-art equipment, and personalized service.
From day one, Bob made customer service the cornerstone of his company. But even the most dedicated service-minded founders sometimes resist change—especially when it comes wrapped in tech jargon and buzzwords.
A Reluctant Introduction to Zippy
When ZippyAssist first came across Bob’s radar, he didn’t buy the hype. “Too complicated,” he thought. “This kind of thing won’t work for vending.” Like many industry veterans, Bob had built his reputation on boots-on-the-ground service and face-to-face relationships—not software platforms (especially customer service platforms).
So when the idea of implementing ZippyAssist was first proposed, Bob’s reaction was a firm no.
But his Operations Manager, Jared Detwiler, saw the writing on the wall. With more customers expecting fast responses and digital convenience, the old model of ‘call an 800-number and wait’ was no longer cutting it. Zippy promised real-time, text-based communication, instant refund processing, and issue tracking—all in one sleek, customer-friendly package.
So, the team ran a pilot. And everything changed.
From Old-School to Advocate
Once ZippyAssist was in action, Bob saw the results for himself. Customers were no longer frustrated by slow service. Refunds were being processed instantly. His staff could see trends and issues in real time. Even better—Zippy’s simplicity meant customers actually used it.
Bob had to admit: it worked.
Today, Bob is one of ZippyAssist’s most vocal supporters. He promotes it everywhere he goes, telling other operators—especially those who share his old-school instincts—about how it transformed One Source’s approach to customer service.
“It’s not about replacing service,” Bob now says. “It’s about amplifying it.”
Staying True to the Mission—With Modern Tools
Bob still shows up every day at One Source’s Montgomery County, PA headquarters, now home to more than 90 employees. He still believes in handshakes, cold drinks, and doing the right thing for the customer. But thanks to ZippyAssist, he’s doing all of that with more speed, more visibility, and more consistency than ever before.
Zippy hasn’t changed Bob’s philosophy. It’s just helped him scale it.
Want to See ZippyAssist in Action?
If you're a vending operator who’s been on the fence—just like Bob was—take it from someone who’s been there: Zippy works.
Head over to our website to schedule your FREE demo today – or signup for your free 30 day trial – and see how it can help you deliver better customer service, increase efficiency, and keep your breakroom customers happy.
Because if Bob loves Zippy... maybe you will too.