CoffeeCrew Live Assist
The remote engineer connect service that saves you time and keeps the coffee flowing.
CoffeeCrew Live Assist (or CCLA) is easy to use, and can provide instant results. Read on to learn more.
What is CCLA for?
CoffeeCrew Live Assist (CCLA) is a remote video support service that lets our engineers see your machine through your phone camera. It’s important to stress that CoffeeCrew Live Assist is not a replacement for an engineer call out. Think of it as another tool in our belt, one that helps deliver a faster solution by giving our engineers insight into what you are dealing with.
Diagnosis
CCLA means that our engineers can see what you see in real time, which means we can identify your issue faster.
Site survey
For pre-install checks you have the choice of waiting for an engineer to attend in-person, or doing it virtually.
Guided repair
If the fix is a safe and simple solution, we can talk you through the repair to get you up and running again.
So how does it work?
It’s so simple to use CoffeeCrew Live Assist. Just follow these three simple steps to have a professional engineer at your side.
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Step 1: Book your slot
The first step is getting in touch. Customers looking for tech support or help setting up a new coffee point can call us on 020 7553 7900 or submit a form here.
Our team will triage your problem and assign it a solution. If a CCLA call is needed, we’ll email you to arrange a convenient time and you will be invited to choose your timeslot in the engineer’s diary.
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Step 2: Click the link
At the start of your session, you’ll be asked to click a secure link to a piece of software called RVX. This programme allows our engineer to access your phone camera for the duration of the call, so they can see what you see. It’s like having an engineer standing beside you without needing them onsite.
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Step 3: Troubleshoot in real time
On the video call, one of our service engineers, usually Chris, Jamie or Slav, will guide you through the process. Because they can see the machine through your camera, they’re able to spot details that might otherwise get missed.
RVX allows them to place markers on your screen to point things out to you. They can also take measurements through the camera on your phone.
If everything can be resolved remotely, you’ll be up and running right away. If this isn’t the case, we will book you in for an engineer visit, and make sure they come with the recommended parts. This makes the whole process smoother and easier.
What about privacy?
It’s natural to feel cautious about giving remote camera access to a third party. Here’s how it works:
- The app only uses your camera during the call.
- Access ends automatically once the call finishes.
- The engineer cannot see or access your photos, files, or personal data.
The app we use is called RVX. It is developed by UK-based software company Hostcomm and is designed with privacy and security in mind.
The only purpose of using this app is to let our engineers see what you see, so they can help get your machine working again quickly.
The details provided for the call will not be used for any marketing purposes, just the one time call.
Get started
What works best for you?
The idea of CoffeeCrew Live Assist is to give you another tool that makes your coffee experience the best it can be.
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CCLA is not a replacement for engineers
You’re not expected to use our live assist service for every maintenance issue. Some faults need an engineer onsite to take a closer look, or for safety reasons. But for simpler problems, CCLA can be an instant fix to save you from downtime, keep your team happy, and the coffee flowing.
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Why aftercare matters
Coffee machines can look impressive in a showroom, but what really matters is the support you receive when something goes wrong. With CCLA, you can see how FreshGround responds in real time – fast, helpful, and focused on getting you back to business.
