Coffee Crew Live Assist: How it works

When a FreshGround machine breaks down, it can disrupt the whole workplace. People rely on their daily coffee, and facilities teams often face the pressure to get things sorted quickly. Normally, that means waiting one to three days for an engineer to arrive onsite.Coffee Crew Live Assist (CCLA) is designed to bridge that gap. For simple issues that are quick to fix, CCLA gets you on the phone with an experienced service engineer. They will help you through the process remotely. That way, small fixes don’t turn into long delays.

It’s not mandatory, but it makes the whole process faster.

When would I use CCLA?

Diagnosis

When diagnosing or ruling out an issue, a CCLA call helps our engineers see what you see. They can talk you through the process of investigating the problem, which means it gets diagnosed quickly and our engineers arrive on site fully prepared.

Site survey

When a new coffee machine or water dispenser is being installed, we need to establish if your facilities are compatible with the equipment. Your project manager will arrange a site survey with you, which can be done either in person or through our CCLA programme. It’s your choice. Learn more about site surveys here.

Guided repair

If you contact us with an issue, our team will triage your request and decide whether it requires an engineer visit or if it can be resolved remotely. If the problem can be safely fixed without an engineer, we’ll use our CCLA programme to walk you through it.

How it works

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.

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.

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. 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 any personal data on your device.
• The only purpose 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.

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. You can view their website and product here.

Not a replacement for engineers

CCLA isn’t used for every maintenance issue. Some faults need an engineer onsite to take a closer look, or for safety reasons. But for simpler problems, Live Assist can be an instant fix to save you from downtime. And keep the staff happy, and the coffee flowing.

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.