Coffex Malaysia: paperless coffee machine servicing with FieldEx

INDUSTRY

Food & beverage

COMPANY SIZE

51-200 employees, 3-4 jobs per technician per day

COUNTRY

Malaysia

PROBLEM SOLVED

After-sales service

REPLACED

Paper service reports and manual job orders

FIELDEX FEATURES USED

Job orders, mobile service reports with customer signature, inventory

A coffee roaster icon from Australia, Coffex has been roasting award-winning blends for over 60 years, and now delivers the same excellence from its high-capacity roastery in Malaysia.

What Coffex Coffee says about FieldEx

★★★★★
4.0
"No detail is too small for them to consider and implement along with their attention to detail is commendable. They are extremely quick to answer our calls for technical assistance and quick on the trigger for the fixes."
AT
Aiden T.
IT Support Technician
Read on Capterra

THE CHALLENGES

Operational gaps in a growing brew

As Coffex Coffee Malaysia scaled to meet growing demand, the team faced mounting pressure to streamline internal workflows, cut manual inefficiencies and maintain service quality at every touchpoint.

Paper-Based Documentation: Heavy reliance on physical paperwork made filing, tracking and retrieving information slow. Handwritten reports were often hard to read, which caused delays and unnecessary stress for staff.
Tedious Reporting: Producing reports took extensive manual work, draining time and resources that could go to higher-impact tasks.
Error-Prone Job Orders: Technicians worked from manual job orders that were often incomplete or inaccurate, which led to rework, reporting delays and a higher risk of human error.
Inconsistent SOPs and Repetitive Tasks: Time-consuming processes and unclear repair standards made it hard to maintain service quality, sometimes resulting in repeat breakdowns and wasted effort.
Customer Service Falling Behind: Response times and communication channels weren’t keeping up with expectations, which made a seamless customer experience harder to deliver.

"Initially, there was a lot of manual work, with a lot of paper records to file and sort every day. Generating reports was very laborious and tedious."

– Sam Kuek | Technical Manager, Coffex Coffee

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Before and after FieldEx

Operational Area	Before FieldEx	With FieldEx
Documentation	Paper records and handwritten reports were hard to file, read and retrieve.	Digital documentation on mobile removes handwriting, misfiling and delays.
Job Orders	Manual job orders were often incomplete or inaccurate, which led to rework and errors.	Job orders, checklists and inventory reports are automated, with real-time data capture.
Reporting	Reports required extensive manual work.	Service reports are generated automatically once the customer signs on screen, and stored digitally.
Service Standards	Unclear repair standards and repetitive tasks made quality hard to maintain.	Automated checklists keep every job consistent.
Customer Updates	Response times and communication channels weren’t keeping up with expectations.	Customers get instant completion updates and can view service details in real time.

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THE SOLUTION

How Coffex Coffee uses FieldEx

Coffex Coffee uses FieldEx to digitize workflows, automate reporting and gain real-time visibility across teams and inventory.

One Dashboard, Live Visibility: Job orders, inventory, reports, invoices, forms, feedback and metrics sit in one dashboard. Planners can monitor job progress, technician locations and stock levels live, with alerts for low inventory.
Paperless Service Reports: Digital documentation removes the problems of handwriting, misfiling and delays. Customers sign on the technician’s phone, and the service report is generated automatically.
Automated Workflows: FieldEx automates job orders, checklists and inventory reporting, which means real-time data capture, faster responses and fewer errors.
Inventory Tracking and ERP Sync: Stock movements are traceable through bin transfers and collection logs, with alerts to prevent stock-outs and overstocking. FieldEx also syncs with Coffex’s ERP system for quotes, asset consolidation and inventory data.
End-Customer Portal: Customers receive instant job completion updates and can view service details in real time.

“Now the technicians don't fill in paper reports anymore, instead it’s through an application on their mobile devices. They just need to launch the app and then select the problems with the machines and also what they have done with the machines. After that the customer will sign on the screen of the mobile phone. Then from there the service report is generated automatically and it's all electronic and digital.”‍

– Sam Kuek | Technical Manager, Coffex Coffee

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THE RESULTS

Results at Coffex Coffee

With FieldEx in place, Coffex Coffee has moved from paper-heavy admin to a faster, more transparent way of working.

Less Admin, Fewer Errors: Reports are generated instantly and stored digitally, which speeds up admin work and improves accuracy.
Fewer Delays and Miscommunication: Real-time data and digital logs keep internal teams and customers informed.
Ready to Scale: The team has freed up time and cut manual errors, so it can grow with greater confidence.

“I encourage companies that are looking for a Field Service Management system to consider using FieldEx. We've been successful in simplifying our team's work processes, increasing our efficiency and communications and FieldEx has played a big role in it.”

– Sam Kuek | Technical Manager, Coffex Coffee