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Unmatched Customer Service in the Vending Machine Industry. Why Choose Vendekin

A customer support executive viewing the vNetra dashboard on a desktop monitor while assisting a client over the phone in a modern office environment.


Great hardware is only half the story. What keeps your fleet earning is responsive service, clear governance, and a support culture that fixes problems before they become complaints. vendekin treats service as a product. You get trained people, tight SLAs, proactive monitoring on vNetra, and simple, auditable workflows that Finance and Facilities both like.



Our service philosophy. Measure, prevent, resolve


  • Measure. Real-time telemetry on vNetra for payment success, temperatures, errors, uptime.

  • Prevent. SOP prompts for condenser brushing, gasket checks, elevator sanitization, software updates.

  • Resolve. Clear ownership and timelines, refunds with device context, and first-time-fix playbooks.



What “unmatched customer service” means in your day-to-day


A laptop screen displaying Vendekin’s vNetra dashboard with analytics and reports charts for sales, machines, and operations.

1) Proactive monitoring on vNetra


  • Live health for every cabinet. online or offline, temperature bands, door events, fault codes.

  • OOS risk alerts and payment success thresholds with automatic ticket creation.

  • Report bundles for Sales, Refunds, Uptime, and Inventory, ready at month end.

Outcome. Fewer surprises on site. cleaner reconciliations.






2) Fast, transparent support


  • Contact paths. WhatsApp, phone, and email. response targets set in your SLA.

  • Ticket lifecycle. Open, acknowledge, diagnose, resolve, verify. every step time-stamped.

  • Evidence. Photos, logs, and screen recordings attached for audit comfort.

Outcome. Faster closure with fewer back-and-forths.



3) Refunds that Finance will approve


  • UPI (PhonePe and GPay) and RFID transactions carry device events, vend path, and pickup confirmation.

  • One-click refunds with reason codes. weekly exports by site and period.

Outcome. Lower dispute time. cleaner customer sentiment.



4) First-time-fix playbooks


  • Technician checklists for coil jams, motor stalls, elevator calibration, network resets.

  • Field kits that match your machine mix. belts, fuses, spare motors, cleaning tools.

  • Embedded help videos for quick guidance on site.

Outcome. More problems solved on the first visit. fewer truck rolls.



5) Training that sticks


  • Operator onboarding for vNetra, cashless checkout, and 22″ UI content.

  • Planogram coaching. read planograms, adjust facings, enforce FEFO, set bundles.

  • Facility staff primers. wipe, sanitize, scan readability, child-safe pickup use.

Outcome. Higher AOV, lower waste, better hygiene optics.



6) Governance, security, and change control


  • RBAC and maker-checker for pricing, content, and firmware.

  • Signed firmware, encrypted storage, TLS APIs, staged OTA with rollback.

  • Audit logs that show who changed what, when, and on which machine.

Outcome. Enterprise comfort. fewer policy exceptions.



Service levels you can hold us to


  • Uptime target. ≥ 99% per active hour schedule.

  • Payment success. ≥ 98.5% with SIM or Wi-Fi connectivity.

  • First response. 30–60 minutes during business hours. severity based after hours.

  • On-site visit. Same or next business day in serviced metros, scheduled window elsewhere.

  • Refund SLA. Same day initiation for eligible cases, weekly consolidated export.

  • MTTR. Trending down month-over-month, with reason codes reviewed.

All SLAs are documented, reported from vNetra, and reviewed in quarterly business reviews.



Preventive maintenance. simple routines that protect revenue


  • Daily. Glass wipe, pickup bay clean, quick test vend, QR readability check.

  • Weekly. Condenser brushing, door gasket check, elevator tray sanitize.

  • Monthly. Set-point verification, probe temperatures, report kWh per machine.

  • Always. Cluster routes by OOS risk and near-expiry, not by habit.


These small disciplines reduce energy use by five to twelve percent, while cutting emergency calls.





Implementation blueprint. week by week


Week 1. Kickoff and baselines

  • Site walk, placements, power and network, CCTV coverage.

  • Enable alerts, set thresholds, load a starter planogram, publish SOPs.


Week 2. Training and go-live

  • Operator and facility training. vNetra basics, cashless flows, refunds.

  • First promo bundle and multi-vend prompts on the 22″ UI.


Week 3. Stabilize and optimize

  • Track AOV, payment success, stockout hours.

  • Move underperformers by a few meters if visibility is low, reface winners.


Week 4. Review and standardize

  • Export Sales, Refunds, Uptime, and Inventory packs.

  • Lock the winning template for rollout to the next sites.



KPIs we manage with you


  • Uptime, payment success, stockout hours, first-time-fix rate, MTTR.

  • AOV and promo lift, waste percentage, truck rolls per 1,000 transactions.

  • Refund volume and closure time, ticket reopen rate.

You see the same numbers we do, inside vNetra.



What clients say in practice


  • Finance. “Refunds are clean and on time. exports match.”

  • Facilities. “Fewer calls. clear SOPs. quick escalations.”

  • End users. “Payments work. screen is clear. mobile checkout is fast.”

If you measure service by friction removed, this is what good looks like.





Conclusion. service is the real differentiator


Anyone can place a machine. keeping it selling is the hard part. Vendekin’s vending machine customer service combines proactive monitoring, tight SLAs, clean refunds, and field playbooks that favor first-time-fix. That is why clients stay and fleets grow.



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