In every industry, certain assets are critical to daily operations. While some may think of life-saving equipment in a hospital or high-tech machinery in a factory, retail businesses have their own essential assets that, when down, can significantly impact customer satisfaction and revenue. One prime example? The coffee machine in a convenience store. To ensure these crucial retail assets remain operational, preventative maintenance is key. Regular cleaning, inspections, and part replacements can minimize downtime during peak hours, alleviating disruptions to the customer experience. In this video, Nick Febonio, VP, Enterprise at Nuvolo, reveals how malfunctioning coffee machines cost a leading convenience store retailer more than just coffee sales—and how they tackled the issue with preventative maintenance. The Unexpected Impact of a Broken Coffee Machine There’s a statistic that about 70% of customers just won’t come back to that convenience store if their coffee machine is messed up,” – Nick Febonio, VP, Enterprise at Nuvolo. If a customer walks in expecting their usual coffee and finds the machine out of service, they’ll go elsewhere—likely to a competitor’s gas station or convenience store. And once they make that switch, they’re not just changing where they buy coffee; they’re shifting their entire purchasing routine. That means they won’t be buying food, fuel, or other impulse purchases at their original store anymore. The Role of Preventative Maintenance Just like the example above, many retail businesses underestimate how often their critical assets fail—ranging from gas pumps to refrigerators to HVAC systems to much more—and often overlook the root causes of these breakdowns. The good news? With the right preventative maintenance, these failures are avoidable. Preventative maintenance allows retailers to: Monitor asset performance and identify recurring issues. Schedule routine maintenance to prevent unexpected failures. Stock essential replacement parts to ensure quick fixes. Ensure a consistent customer experience, keeping loyal patrons coming back. A Preventative Maintenance Success Story One of the world’s largest convenience store brands recognized that maintaining operational efficiency across thousands of locations required a more proactive approach. Frequent asset downtime, lack of vendor transparency, and inefficient issue reporting were costing them millions annually. To address these challenges, they implemented a comprehensive facilities management transformation powered by Nuvolo. With Nuvolo, they were able to handle approximately 1.2 million work orders per year and monitor and maintain 1.2 million assets, creating a treasure trove of actionable insights. Comparing repair history and warranty details against an asset allowed the customer to create logical preventative maintenance schedules. This shift not only lowered costs but also ensured that critical assets, like coffee machines, remained operational—safeguarding the seamless customer experience that keeps shoppers coming back. Learn more about how they optimized their maintenance strategy here. Small Fixes, Big Returns The coffee machine example illustrates a broader lesson for retail businesses: small disruptions can lead to significant customer loss. A proactive approach to asset maintenance isn’t just about preventing equipment failures—it’s about protecting revenue, maintaining brand trust, and ensuring customers return every day. Nuvolo’s Facilities Maintenance product helps facilities managers prevent failures of critical assets and reduce the negative effects of asset downtime with its Scheduled Maintenance feature. By utilizing Scheduled Maintenance, facilities and service managers can customize their preventative maintenance plan based on asset, space, calendar, or utilization, allowing retailers to schedule maintenance during low-impact periods. Discover how Nuvolo’s Facilities Maintenance can optimize your operations and keep them running smoothly today. Share
