March 20, 2026
The Client:
John Crane operates a busy manufacturing site with approximately 350 employees, requiring a refreshment solution capable of supporting high daily demand across multiple areas of the facility.
Existing estate:
→ 9 hot drink machines (freestanding & tabletop)
→ 9 water coolers (freestanding & tabletop)
While the equipment footprint was sufficient, the service experience was not.
The Challenge:
John Crane’s primary challenge was
service reliability.
Key issues with the incumbent operator included:
→ Inconsistent servicing, resulting in empty and dirty machines
→ Unacceptable response times, with machines down for weeks awaiting parts
→ High internal workload, with site teams chasing updates and cleaning machines themselves
The Facilities team needed a fully managed solution that would:
→ Remove day-to-day involvement
→ Guarantee response times
→ Deliver consistent machine uptime and cleanliness
Local presence also mattered — seeing service vehicles regularly and having nearby reference customers helped build confidence.
The Solution: 
Rather than changing the estate significantly, the focus was on transforming service delivery.
Key elements of the proposal:
→ Like-for-like machine numbers, (with improvement to quality) minimising operational change
→ Clearly defined Service Level Agreements (SLAs) backed by performance data
→ Evidence from local customers
operating at similar scale
→ A structured mobilisation plan, aligned to shift patterns and production schedules
Fully Managed Service including filling and cleaning of machines plus wholesale stock cupboard management, ordering and fulfilment.
A five-year agreement was discussed, but flexibility was built in to reflect John Crane’s previous poor experience with long-term contracts.
Engagement & Validation:
To support decision-making and engage employees, an on-site drinks tasting event was delivered.
Tasting day results:
→ 197 drinks served
→ 99% positive feedback
→ Feedback highlighted:
—Coffee quality
—Speed and ease of use
—Ethical sourcing and charitable initiatives
This feedback directly informed the final drink selections rolled out across site.
Installation & Mobilisation:
Given the size of the estate and operational constraints, installation required careful planning.
Key considerations:
→ Installations timed around
shift patterns
→ Certain areas (e.g. canteen) installed outside of service hours
→ Minimal disruption to the working day
The installation was completed on plan, with very limited input required from the John Crane team.
Final Solution Delivered:
Installed estate:
→ 4 × Coffetek Neo Espresso
→ 6 × Krea Touch
→ 3 × B&O E6 Water Coolers
→ 7 × B&O B3 Water Coolers
→ 2 × Base Units
→ 1 × Floor & Wall Standing Unit
Plus
Full wholesale supply and stock cupboard management
The Outcome:
→ Consistent machine availability
→ Improved cleanliness and presentation
→ Reduced internal workload for Facilities teams
→ A fully managed, end-to-end service solution
John Crane were particularly impressed by how smoothly the transition was handled and how little involvement was required from their internal teams.
What the Client Said:
“Guy, our account manager, did an excellent job throughout the process. He and the Hallmark Vending Team were flexible with our requirements and timeframe, highly responsive to requests, and ensured a seamless installation. Staff were never without provisions and since working with Hallmark Vending we have been free to focus on our day without worrying about vending matters. We would happily recommend Hallmark Vending.”
– John Crane