CLIENT CASE STUDY

Bringing People Together, One Cup at a Time

“We’ve been in business for a long time and have seen the coffee industry evolve. As we’ve grown, we’ve been grateful for the ability to focus more on training our team, improving service quality, and managing our time efficiently—all thanks to Norango.

Thanks to Norango, we have the freedom to give our full attention to what matters most—our customers.”

Richard Yalden, Roasted Coffee

Client: Roasted Coffee

Industry: Coffee Roasting, Wholesale Supply, and Training
Location: United Kingdom

About Roasted Coffee

Roasted Coffee isn’t just about great coffee—it’s about creating incredible experiences. They’re a one-stop shop for coffee lovers, supplying top-tier coffee beans, high-performance coffee machines, and expert barista training to businesses across the UK. Their mission? To bring people together through exceptional coffee and to inspire a deeper appreciation for the craft.

A Journey Into Coffee

Roasted Coffee believes that the best way to engage baristas is to take them on a journey—helping them understand, appreciate, and love the world of coffee. That’s why their barista training is second to none (bold claim, but true). Whether you run a horsebox café, an office coffee bar, or a bustling coffee shop, Roasted Coffee loves sharing knowledge and opening minds, hearts, and palates to the wonderfully complex world of coffee.

Barista Training That Transforms

Their private barista training sessions are designed for everyone, from complete beginners to seasoned professionals. Want to master the art of espresso? Learn how to set up and maintain your coffee machine? Perfect your milk-steaming technique? Their hands-on, tailored approach ensures that every participant leaves feeling confident and ready to make outstanding coffee.

The Challenge

As Roasted Coffee expanded its operations, handling customer inquiries became increasingly complex. Their business model required real-time communication with customers for:

  • Placing wholesale and retail orders
  • Scheduling barista training sessions
  • Managing machine servicing and technical support
  • Answering general customer inquiries

However, they encountered several key challenges:

  • Overburdened Staff: The team had to juggle roasting, packaging, training, and servicing while also answering customer calls. This led to missed inquiries and slower response times.
  • After-Hours Support: Urgent orders, machine breakdowns, and training inquiries often came in outside regular working hours, leaving customers without immediate assistance.
  • Scalability Issues: As the business grew, so did the volume of calls and messages, making it difficult to maintain a high level of customer service without hiring additional staff.

The Norango Solution

Roasted Coffee partnered with Norango to streamline customer interactions, improve response times, and enhance service efficiency. Norango’s tailored approach provided:

  • 24/7 Call Answering Service: Ensuring that every inquiry, whether during business hours or late at night, was handled professionally.
  • First-Line Support: Addressing frequently asked questions, taking orders, scheduling training sessions, and providing troubleshooting assistance.
  • Seamless Call Routing: Escalating urgent machine servicing requests or complex issues to the Roasted Coffee team as needed.
  • Operational Relief: Freeing up in-house staff to focus on roasting, training, and customer experience rather than being tied up on the phone.

The Results

Since implementing Norango’s services, Roasted Coffee has seen transformative improvements:

  • No Missed Calls: Every customer inquiry is handled promptly, improving response times and customer satisfaction.
  • Higher Customer Engagement: Immediate assistance for orders, training inquiries, and machine support, resulting in better service experiences.
  • Increased Productivity: Staff can now focus on their core roles without being interrupted by phone calls.
  • Scalable Growth: With Norango handling customer communications, Roasted Coffee has expanded without needing to hire additional administrative staff.

Conclusion

By outsourcing their customer communication to Norango, Roasted Coffee has been able to focus on what they love—crafting incredible coffee and training passionate baristas. From handling orders and bookings to supporting urgent machine repairs, Norango keeps things running smoothly so Roasted Coffee can keep doing what they do best.

Want to streamline your business operations like Roasted Coffee?

Contact Norango today and let’s talk about how we can help you grow.