From scepticism to scale

The rollout of super-automatic machines across a Melbourne hospitality group is helping redefine what high-volume specialty coffee can look like.

At Phoenix Café, in Werribee Mercy Hospital, the numbers speak for themselves. Since introducing two Eversys super-automatic machines six months ago, daily coffee output has jumped from 350 to 500 cups. It’s a 40 per cent increase that provides immediate justification for a significant investment.

It’s not just about volume, either. The machines are delivering new levels of consistency – for staff and customers alike, and they have transformed peak service into a relatively smooth affair.

For Ali Ahmad, it’s been remarkable to witness. It’s a step change in the way the company he works for, Continental Hospitality Group, is beginning to operate its eight Melbourne cafés that have always made coffee the traditional way.

When he was Phoenix Café’s Venue Manager, he saw first-hand how the Eversys E’4m X-Wide – part of the Enigma range and designed for high-volume, professional environments requiring both speed and traditional barista-style milk texturing – could suddenly improve operational efficiency and quality.

Now, he has similar hopes for Milk & Moss, Continental Hospitality Group’s newest café (three-weeks-old at the time of writing) located in Footscray Hospital’s new $1.5 billion development.

It is now the group’s biggest venue, with capacity for 300 diners, a high-volume takeaway service, and located in a precinct next to a kindergarten and wellness centre.

“At Phoenix in Werribee we had traditional machines, but decided to make the investment into Eversys machines to deliver consistent coffee every time,” says Ali, who recently transitioned to become Venue Manager at Milk & Moss.

“While there might be some misconceptions around automatic technology, the machine controls dose, tamping pressure, extraction time and temperature variables automatically – just like a traditional machine – but faster and more efficient.

“We’ve trained staff to use the machine effectively, and during peak periods coffee wait times are down to three to five minutes, or as little as one minute at other times. That was our main goal – customer service. Especially in a hospital setting like Milk and Moss, where nurses and doctors are on the run; they don’t want to be waiting, and they want their coffee to be the same as the one they brought yesterday.”

Tiger Coffee, Eversys’s largest Australian distributor, has been behind the rollout. Managing Director Stephen Donelley says the Continental Hospitality Group example fits within a broader acceptance of super-automatic technology in the specialty scene.

“The attitude is changing significantly, and it’s due to the quality of the coffee that the super automatics can now produce,” he says. “If they’re properly maintained, you’re going to get a consistent, barista-quality coffee every time – and as we have seen in Phoenix Café’s case it can lead to significant labour savings.”

“Ali says the E’4m X-Wide has significantly reduced the need for dedicated barista staffing, allowing the venue to reallocate labour across service and kitchen operations.”

To support its high-volume environment, Milk & Moss operates three machines, two dedicated to takeaway and one for dine-in each individually programmed to match its specific cup profile. Six Everfoam+ steam wands ensure alternative milks are handled seamlessly, delivering speed, consistency and quality at the touch of a button.

“These automatically froth different types of milk to the perfect temperature – soy, almond, oat – without having to hold the jug or worry about burning it,” Ali says.

“You can run multiple wands while pulling shots at the same time, or it allows us to focus on customer service.”

Ali acknowledges there was some uncertainty about introducing super-automatic machines in a Melbourne café – where coffee culture is strong, and people value barista skills.

“But when the coffee tastes the same – or even better – than from traditional machines, and you maintain friendly service, customers appreciate it. They get what they’re paying for, and they know what to expect every time,” he says.

“Coffee is often the highlight of someone’s day. It’s their little reward or break. So, convenience and consistency are key. People want efficiency without sacrificing the experience, even if the machine looks different.”

This is especially in a setting where people are on the move. Milk & Moss has worked hard to position itself as a venue that provides a high-quality café experience while also quickly fulfilling takeaway orders.

Ali says the E’4m X-Wide helps bridge that gap.

“We aim to cater to hospital staff, patients, and visitors, but without the cafeteria vibe. Our food includes fresh sandwiches made daily, rotating salads, and hot dishes. Going to a hospital, people don’t really want to be there, so our venue at least gives them something to look forward to or a place to just get away.

“Then, if you look from the hospital staff point of view, we have a space to grab coffee or something to eat on the run. Striking that balance was important for us.”

A sound business case

Beyond access to the high-quality hardware within Eversys’ Enigma, Shotmaster and Cameo ranges, Stephen says a big reason cafés and roasters work with Tiger Coffee is the service underpinning it all.

“Tiger Coffee has been operating in Australia for 18 years – and 14 of those have been as a distributor for Eversys – so we’re a well-established business,” he says.

“Our entire model is built around super-automatic machines. We’re a service company first and a sales company second, with just one salesperson and 23 technicians across Australia, which shows where our priorities lie. We can provide parts and service support in every state. Not many, if any, can say that.”

The reality of super-automatic machines is they require a more structured maintenance program. This is why Tiger Coffee is built around service, with one big selling point within that.

“Our confidence in these machines is such that, with a Tiger Coffee Service Agreement in place, customers can benefit from comprehensive parts and labour coverage for up to five years, in accordance with the agreement’s terms and conditions.

“We’ve worked with roasters for years, and now we want to deepen those relationships. We want to partner with more specialty roasters and offer them a genuine ‘set-and-forget’ solution, knowing the equipment will do their coffee justice for five years at a fixed support cost.”

Shotmaster and Enigma are the two Eversys ranges Tiger Coffee believes can create the most value for cafés and roasters. The E’4m X-wide (Enigma) is the most sought-after machine because it allows two people to work on it at once. The E’4m X-Wide’s wider chassis and dual work zones allow two operators to work simultaneously during peak periods while the narrower Shotmaster machines are better for smaller footprints.

Beyond Continental Hospitality Group, there are numerous case studies involving some big-name roasters to demonstrate the operational benefits.

Stephen uses a theoretical example of a typical café running three staff from 6am to 1pm, seven hours a day, seven days a week. With a super-automatic machine, he says staffing can be reduced by two during those hours.

“From a pure coffee production perspective, a super-automatic can reduce the number of staff required behind the machine during peak trading,” he says.

“In high-volume environments, labour efficiencies can result in payback periods of well under 12 months, depending on trading hours and staffing structure.”

With Eversys being one of the pioneers of premium super-automatic espresso technology, Stephen says hardware is one thing, but software is another. Tiger Coffee can help venues pull vital telemetry data and insights to help make sound business decisions.

“For heavy-use sites of super-automatic machines, we would typically expect at least four services per year – often five or six. That’s why our fixed-cost maintenance model is important,” he says.

“Telemetry allows us to monitor burr wear and proactively schedule grinder servicing based on shot count.”

Stephen says the benefits of investing in an Eversys super-automatic machine are clear – with customers following a predicable arc.

Initially, cafés and roasters – unable to find staff – purchased the equipment out of necessity. Once they made the switch, many realised the coffee quality was not only excellent, but repeatable regardless of the operator.

“From there, momentum has built. In Europe, the rate of conversion from traditional barista machines to super-automatics is already significant. Australia is slightly behind that curve, but it’s heading in the same direction,” he says.

“It reduces staffing headaches, lowers wage costs, and delivers consistent quality coffee every time – provided the machine is properly maintained. At the end of the day, it’s a no brainer.” 

For more information, visit tigercoffee.com.au