Transforming Vending Services: Healthier Horizons' Journey with ZippyAssist.

True difference starts within a company’s team dynamic. Fostering a positive work environment for employees will not only encourage their own personal growth but also create and build value within the business.

Finding the perfect balance is a sweet spot that can be difficult to pinpoint, but Healthier Horizons Vending — a Chico, California-based office refreshments company — has found a way. One of its tools for both customer and employee satisfaction is ZippyAssist.

To learn more about how Healthier Horizons uses ZippyAssist to strive for excellence in its own workplace as well as in its clients' break rooms, we spoke to company president and owner Chad Starkey.

Tackling Customer Service Challenges in Unattended Retail

“… customer service is what keeps your account. If you’re not offering customer service, you’re going to lose the account.”

According to Starkey, food and beverage vending is a niche market in which the provider isn't always aware of customer-facing issues — such as an item getting stuck in a vending machine. With ZippyAssist, “we have the opportunity to now know about what’s going on at the machines,” says Starkey.

“When [customers] say they didn't get their item or we owe them money, it’s always good to know about those things because customer service is what keeps your account. If you’re not offering customer service, you’re going to lose the account.”

Having that line of communication has helped Healthier Horizons maintain a positive user experience despite unexpected challenges. ZippyAssist allows customers to report issues, in the moment, with a quick text via a user-friendly mobile web app. They can even add photos for reference and additional details. In other words, it takes the need to call a customer service line out of the equation, creating a smoother and more comfortable experience from start to finish.

“I like that people don’t have to pick up their phone and call,” Starkey affirms.

Motivation for Employees

“The thing about ZippyAssist that I really like is that it gives not only the business but the employees an opportunity.”

When it comes down to it, happy employees are hard-working employees. Therefore, rewarding your team for their efforts is essential to building a motivated and encouraged workforce. That’s why the leadership team at Healthier Horizons has implemented employee incentives using ZippyAssist.

“The thing about ZippyAssist that I really like is that it gives not only the business but the employees an opportunity,” says Starkey. “It really helps us to spur on our employees and motivate them in customer service. It helps them to know how they’re doing, and we also get feedback from the customers at the same time.”

“That’s the great thing about ZippyAssist. So our employees can offer not just good customer service but great customer service all of the time.”

In fact, thanks to the option for customers to leave reviews about their experience through the app, Healthier Horizons gives bonuses to employees for receiving positive customer reviews.

For Starkey, his role at Healthier Horizons is all about “creating a company that employees can feel like they own too.”

Redefining Customer Service Standards in the Vending Industry

“We want people to feel like they can’t get this service anywhere else. That’s got to be second to none: exceeding expectations all of the time.”

Healthier Horizons’ mission is to deliver irreplaceable value by providing healthier options for office vending machines and micro-markets — and innovative solutions, such as ZippyAssist, are designed to help move that needle forward.

Starkey states that he wants anyone to be able to use and enjoy Healthier Horizons’ services, no matter their health concerns or dietary restrictions. Having a platform like ZippyAssist to report customer feedback and insights is a simple yet effective way to ensure all customers’ needs are considered. “We don’t want anyone to walk away from our machines saying there’s nothing there for them to buy. We want people to feel included.”

“We want people to feel like they can’t get this service anywhere else. That’s got to be second to none: exceeding expectations all of the time.”