faq digital solutions wmf coffeeconnect / schaerer coffee link

FAQ Digital Solutions – WMF CoffeeConnect / Schaerer Coffee Link

Table of content

General questions Digital Solutions - WMF CoffeeConnect/Schaerer Coffee Link ......... 8

How do the digital solutions work and what do the terms telemetry and “RDA” mean? ... 8

What are telemetry and “RDA” and why are they important for the brands WMF and

Schaerer? ...................................................................................................................................... 8

How do you collect the data? ..................................................................................................... 8

What is the benefit of telemetry for the customer? ................................................................. 9

What is new? ................................................................................................................................. 9

Which coffee machine models can be retrofitted or purchased with telemetry? When will

telemetry be standard in which coffee machine models? ...................................................... 9

When will the cutover from the previous solution to the new one take place? ................. 11

When will the digital solutions be available in which regions/countries? ........................... 11

What is the WMF MyCoffee App resp. the Schaerer coffeeMYsation App? Are they part

of the digital solutions as well? ................................................................................................. 12

Do the digital solutions allow other payment systems? ........................................................ 12

How do we deal with the topic customer of the customer, for example with partners,

roasters or with leasing/financing transactions? .................................................................... 12

Technical information ..................................................................................................................... 13

Can historical data of machines be transferred to the new platform after a retrofit? ....... 13

On which protocol does the telemetry system run? .............................................................. 13

Where are the machine data collected and processed? ...................................................... 13

Is the Microsoft Azure IoT Suite (Cloud solution for data collection and processing)

certified? ...................................................................................................................................... 13

How can I identify if a coffee machine already Supports the digital solutions? ................ 13

Contract information ....................................................................................................................... 14

Is there any charge for WMF CoffeeConnect/Schaerer Coffee Link?................................ 14

What are the conditions of the chargeable services? ........................................................... 14

Access and account ........................................................................................................................ 14

Is a registration necessary? ...................................................................................................... 14


Where do I get the login data from? ........................................................................................ 14

Can I register at WMF CoffeeConnect / Schaerer Coffee Link without having a

connected coffee machine? ...................................................................................................... 15

What happens after the registration resp. the login? ............................................................ 15

How often can I enter my password incorrectly? What happens if I enter my password

incorrectly several times?.......................................................................................................... 15

My account is locked. Why? ..................................................................................................... 15

How do I register? ...................................................................................................................... 15

Which email address do I use to register? Are there any specifications? ......................... 16

Can I change my email address? ............................................................................................ 16

I am already registered on WMF CoffeeConnect. Why can I not register on Schaerer

Coffee Link? / I am already registered on Schaerer Coffee Link. Why can I not register

on WMF CoffeeConnect?.......................................................................................................... 16

Are there any requirements for the password? ..................................................................... 16

My phone number is not accepted. What do I have to do? ................................................. 17

Can administrators of the site see or retrieve my password? ............................................. 17

What data do I need to log in? ................................................................................................. 17

I can not log in to the app. Where is the mistake? ................................................................ 17

I forgot my password. What can I do now? ............................................................................ 17

I was logged out automatically. Why? ..................................................................................... 17

Do I always have to log out? .................................................................................................... 18

What is a session? ..................................................................................................................... 18

How can I delete my account? ................................................................................................. 18

Functionalities .................................................................................................................................. 18

Connect machines/Access to machines ................................................................................ 18

How can I find my coffee machine(s) after registration? ...................................................... 19

I cannot find/add my machine(s). What can I do now? ........................................................ 19

Where can I find the data that is needed for mapping the machines? ............................... 20

In which format must the data be entered when adding or requesting a machine? ........ 20

Do I have to add each machine individually/manually to my account? ............................. 20


What is aDigital Admin? ............................................................................................................ 20

How do I become aDigital Admin? .......................................................................................... 21

How can I as an admin give other users access to my machines? .................................... 21

Can there be multiple admins for a machine? ....................................................................... 21

Which roles are there for accessing WMF CoffeeConnect and Schaerer Coffee Link and

how do they differ? ..................................................................................................................... 21

Where do I as an admin see requests for the access to my machines from other users?

...................................................................................................................................................... 22

How can I remove/delete machines from my account? ....................................................... 23

Machine details ............................................................................................................................. 23

What are machine details? ....................................................................................................... 23

Which details can I see about my machine? .......................................................................... 23

Where do I find the machine details? ...................................................................................... 24

Can I change the name of the machine? / How do I change the name of the machine?24

Can I change the location of my machine? ............................................................................ 24

What is additional information? ................................................................................................ 25

What is geolocation? What is the effect of enabling or disabling geolocation? ................ 25

Settings ........................................................................................................................................... 25

Where can I see the account details? ..................................................................................... 25

Which settings can I make? ...................................................................................................... 26

Where do I change my password? .......................................................................................... 26

Where do I change the language of the page? ..................................................................... 26

Email notifications ....................................................................................................................... 26

What are email notifications? ................................................................................................... 26

Can I have errors of the machine sent by email? .................................................................. 27

Which information can be sent to me via email? ................................................................... 27

I do not receive emails about my events. What can I do? ................................................... 27

Can I also have the notifications sent to another email address? ...................................... 27

Can the notifications also be sent to my collegues/employees? ........................................ 27

Are the notifications I receive depending on the role I have for machines?...................... 27


Can I receive notifications also via SMS? .............................................................................. 28

Applications....................................................................................................................................... 28

I cannot see all applications / services after registration. Why is that?.............................. 28

Monitoring .................................................................................. Fehler! Textmarke nicht definiert.

What is the Monitoring? ............................................................................................................. 28

Which options offers the Monitoring? ...................................................................................... 28

Which types of events do I see and how do they differ? ...................................................... 28

What do the tickets within the events mean?......................................................................... 29

What is a Widget? ...................................................................................................................... 29

Where do I find the consumption and turnover data?........................................................... 29

Can I export the data I see in the Monitoring? ....................................................................... 29

How often is the data updated in the Monitoring? ................................................................. 29

My machine is displayed in the wrong location. What can I do? ........................................ 30

Analytics ..................................................................................... Fehler! Textmarke nicht definiert.

What is the application Analytics? ........................................................................................... 30

Which kinds of reports are available? ..................................................................................... 30

Which data do I see in the standard reports? ........................................................................ 30

Why do I only see the data of the last 14 days? .................................................................... 30

How often will the data in the reports be updated? ............................................................... 31

The data in the reports are not actual. Where is the mistake? ........................................... 31

What are custom reports and where do I get access to them? ........................................... 31

What do tailored reports cost? ................................................................................................. 31

Can I also download the reports? ............................................................................................ 31

Can I still make settings in the reports? .................................................................................. 32

Entity Management .................................................................. Fehler! Textmarke nicht definiert.

What is Entity Management?.................................................................................................... 32

Which functions do I have in the Entity Management? ........................................................ 32

How can I manage my machines? What options do I have? .............................................. 32

How can I manage my user? What options do I have? ........................................................ 33


How can I create folder groups or subgroups? ...................................................................... 33

How do I invite a user? .............................................................................................................. 33

How can I assign a coffee machine to a user? ...................................................................... 33

Which roles do exist and how do they differ? .................... Fehler! Textmarke nicht definiert.

Can I take away an assigned machine from a user? ............................................................ 34

Can I change the name of a user / a machine? .................................................................... 35

Remote Management .............................................................. Fehler! Textmarke nicht definiert.

What is Remote Management?................................................................................................ 35

Which functions does the Remote Management have? ....................................................... 35

Can the bidirectional functions be performed on any machine? ......................................... 36

My machine can not perform the Remote function. Why? ................................................... 36

Can the Remote function be planned in advance? ............................................................... 36

Can every user who has access to a machine perform the bidirectional functions? ....... 36

Why can I choose only one machine? .................................................................................... 36

Can I select multiple machines in display management to perform an action? ................ 37

Do the pictures for the Display Management have to meet certain requirements

regarding size, formal, etc.? ..................................................................................................... 37

Can I define an action in display management over a certain period / time frame? ........ 37

In the display management I have selected the execution “immediately” and nothing

happens. Where is the mistake? .............................................................................................. 37

What do the different price scales mean? / Why can I enter four different prices? ......... 38

How / in which form do I have to enter the prices? ............................................................... 38

Which data can I see in the history? ....................................................................................... 38

Online Shop ............................................................................... Fehler! Textmarke nicht definiert.

What is the Online Shop? ......................................................................................................... 38

How can I access the Online Shop? Which requirements need to be fulfilled to get

access? ........................................................................................................................................ 38

I do not see the Online Shop when I log in. What can I do? ............................................... 39

Which products can be purchased? ........................................................................................ 39

Why is it not possible to order coffee machines? .................................................................. 39


How can I order a spare part via the spare parts catalog? .................................................. 39

Why do I see different prices in the product list and the products detail page? ............... 39

How do I find the exploded view of my coffee machine? ..................................................... 39

Can I access the product catalog from my E-Procurement system? ................................. 39

Is it possible to upload an order from a csv file? ................................................................... 40

Do I see the availability of articles? ......................................................................................... 40

Can I choose a delivery date? .................................................................................................. 40

Which means of payment are available? ................................................................................ 40

Which shipping methods can I choose? ................................................................................. 40

Can I pick up my order at the production site? ...................................................................... 41

Why do I not see any freight costs in the ordering process? ............................................... 41

What do I have to consider when ordering dangerous goods? ........................................... 41

How do I know that my order has been successfully submitted? ....................................... 41

How can I change or cancel my orders? ................................................................................ 41

Can I track my shipment? ......................................................................................................... 41

Is part-delivery possible? .......................................................................................................... 41

My package has a transportation damage/shortfall. What is to be done? ........................ 42

How can I return an article? ...................................................................................................... 42

Can I manage multiple shopping carts? ................................................................................. 42

Where can I find information about my previous orders? .................................................... 42

How can I change my customer data such as name, shipping address, etc.? ................. 42

How can I mark an address as a standard delivery/billing address? ................................. 42

Where can I find the contact details of my contact person for orders/the Online Shop at

WMF or Schaerer? ..................................................................................................................... 42

What can I do if the order processing in the Online Shop is temporarily not available? . 43

Media Pool ................................................................................. Fehler! Textmarke nicht definiert.

What is the Media Pool? ........................................................................................................... 43

Which data can I access through Media Pool? ..................................................................... 43

Can I also retrieve the documents offline? ............................................................................. 43


I can not see all the files I need in the Media Pool. What do I have to do? ...................... 43

Can I download documents from Media Pool? ...................................................................... 44

Can I share documents from Media Pool with others? ......................................................... 44

In which languages are the files available in the Media Pool? ............................................ 44

Are pictures in the Media Pool in different resolutions available? ...................................... 44

Spare Parts .................................................................................................................................... 44

What is the Spare Parts Catalog? ........................................................................................... 44

I do not see the Spare Parts Catalog. How can I get access? ............................................ 45

API .................................................................................................................................................... 45

Is it possible to connect the digital solutions with customer-own tools? ............................ 45

Other Questions ............................................................................................................................... 45

In which languages will the platform be available? ............................................................... 45

For which devices are the digital solutions optimized? ........................................................ 45

On which browsers are the systems available/functional? .................................................. 45

I have coffee machines of both brands, WMF and Schaerer. Will there be differences in

the use of the digital solutions? ................................................................................................ 46

Is there an App available? ........................................................................................................ 46

Is there an instruction manual for WMF CoffeeConnect / Schaerer Coffee Link? ........... 46

Data/Data protection ....................................................................................................................... 46

Is my data safe? ......................................................................................................................... 46

What happens to my personal data? ...................................................................................... 47

Where are the servers located on which the data is stored? .............................................. 47

How is the access to the systems and data regulated? ....................................................... 47

Who can access my data? ........................................................................................................ 47

Why can the WMF GmbH access my data even if I haven’t register on the platform? ... 48

Can professional coffee machines be „hacked“? .................................................................. 48

What does the WMF GmbH use the transferred data for? .................................................. 48

Contact ................................................................................................................................................ 48

Whom can I contact if I have questions/problems? .............................................................. 48


8 FAQ WMF CoffeeConnect / Schaerer Coffee Link Version 4.0, as per June 2021

WMF CoffeeConnect and Schaerer Coffee Link are constantly being further developed. We try to keep the FAQ as up to date as possible according to these developments. If you miss an important question/information, please report it to our Support.

General questions Digital Solutions - WMF CoffeeConnect/Schaerer Coffee Link

How do the digital solutions work and what do the terms telemetry and “RDA” mean?

The combination of telemetry and RDA (Remote Data Access) is offering a huge number of applications, all of which are combined by WMF and Schaerer in their platforms WMF CoffeeConnect and Schaerer Coffee Link. Telemetry is a technical term for the transfer of measured values from a sensor to a physically separated location. “RDA” means Remote Data Access and describes access to data sent from a separate sensor via telemetry using a software protocol. Hence, information generated by a sensor during the operation of a coffee machine can be accessed and evaluated from anywhere and at any time. The data is currently being sent with a modem via the the mobile phone network. The transmission via LAN and WLAN, as well as the upgrade from 3G to LTE will soon be implemented with a new modem.

What are telemetry and “RDA” and why are they important for the brands WMF and Schaerer?

Telemetry is a technical term for the transfer of measured values from a sensor to a physically separated location. “RDA” means Remote Data Access and describes access to data sent from a separate sensor via telemetry using a software protocol. Hence, information generated by a sensor during the operation of a coffee machine can be accessed and evaluated from anywhere and at any time. The data is currently being sent with a modem via the the mobile phone network. The transmission via LAN and WLAN, as well as the upgrade from 3G to LTE will soon be implemented with a new modem.

How do you collect the data?

The data transmitted by telemetry is collected and processed in the cloud Microsoft Azure IoT Suite. This is the cloud provider with the most certifications worldwide. They range from regional and industry-specific to globally recognized certificates. Further information can be found directly at Microsoft Azure.

https://azure.microsoft.com/de-de/overview/trusted-cloud/



What is the benefit of telemetry for the customer?

With WMF CoffeeConnect or Schaerer Coffee Link you are able to optimize your processes around the management and operation of your coffee machines:

• Integrated data basis for all product and process data as cornerstone for suistainable business models

• Efficient, comprehensive and centralized management of your professional coffee machines

• Digital solutions to increase the profitability of your coffee business • Sales and turnover figures are accessable at any time from any location • Sending of e. g. demand-related advertising directly to the display of the coffee

machines • Access to and analysis of machine information, such as service information and error

messages – anytime and from anywhere • Linking of errors and suggestions for solutions based on our longtime experience • Optimization of service and maintenance management • Basic functions and further applications especially for the coffee business • Etc.

We give you all information you need to optimize your coffee business. Other manufacturers often only use the collected data to optimize their own service network.

What is new?

Until now, WMF CoffeeConnect has mainly been used for “condtion Monitoring” of coffee machines, e. g. for the Monitoring of beverage expenses, errors and cleaning cycles. Due to the use of a new protocol for data transmission, WMF offers the following advantages and additional functionalities compared to the previous solution:

• The machine status resp. a sales overview is displayed on a map • The individual consumptions of beverages can be seen • The beverage components or ingredients are listed separately • The brewing and cycle times per beverage are displayed • The error messages are provided with a link to the Know-How Center • Process data can be derived from the telemetry data for future developments. This

will make it much easier and faster to evaluate individual or general occurring problems in future.

Which coffee machine models can be retrofitted or purchased with telemetry? When will

telemetry be standard in which coffee machine models?

a) WMF



Maschinen Type Telemetry available

Standard

WMF 9000 F Yes Yes

WMF 5000 S+ Yes Yes

WMF 1500 S+ Yes Yes

WMF 9000 S+ Yes Yes

WMF 5000 S Yes Optional, no standard



WMF espresso Yes Yes


WMF 1300 S Yes Yes

• Installation of telemetry modules depends on country approval • For the models 1200 S, 1200 F, 1220 US, 900 S, Presto and Bistro no telemetry

solution will be available.

b) Schaerer



Maschinen Type Telemetry available

Standard

Schaerer Coffee Club Yes Optional, no standard

Schaerer Coffee Prime

Schaerer Coffee Prime Power Pack

Yes Optional, no standard

Schaerer Coffee Art Plus TouchIt

Schaerer Coffee Art Plus BestFoam

Yes Yes

Schaerer Coffee Soul Yes Yes

Schaerer Barista Yes Yes

Schaerer Coffee Corner Yes Optional, no standard

Schaerer Soul 10 Yes Yes

Schaerer Soul 12 Yes Yes

• Installation of telemetry modules depends on country approval • For the models Coffee Joy and Coffee Vito no telemetry solution will be available.

When will the cutover from the previous solution to the new one take place?

The new platform is online already. Customers of the old digital solution are gradually being informed about the new platform and will be able to use the existing solution as usual until then. A complete use, including all telemetry data and widgets, is only possible if the respective machine is equipped with the latest NGx3 protocol.

When will the digital solutions be available in which regions/countries?

The digital solutions are basically usable and available from the release onwards. Chargeable componantes will be available in the individual regions/countries as soon as sales can be processed.



What is the WMF MyCoffee App resp. the Schaerer coffeeMYsation App? Are they part of the digital solutions as well?

Both apps give the opportunity to create own coffee creations according to your desires, e.g. cappucciono with more espresso or less milk foam. With appropriately equipped machines, the transmission takes place via Bluetooth. Thus, every customer can enjoy coffee according to their individual taste. Of course, these apps for smartphones are also digital solutions from the WMF GmbH. Currently these are not yet part of the portfolio of WMF CoffeeConnect or Schaerer Coffee Link, but an integration of these solutions is planned.

Do the digital solutions allow other payment systems?

We are often asked by customers for other payment options in addition to the classic POS system or coin slot, e.g. via smartphone with NFC (Near Field Communication) or PayPal. Currently we do not offer any new systems for payments through WMF CoffeeConnect resp. Schaerer Coffee Link yet. However, the possibilietes are considered and pursued further.

How do we deal with the topic customer of the customer, for example with partners, roasters or with leasing/financing transactions?

There are different opportunities for the dealing with the constellation customer of the customer. In principle, our customer is treated as customer. That means for us he is theDigital Admin and responsible for the machines as well as the transfer of rights / access to his customers.

However, we also have customers who are not interested in their own use of WMF CoffeeConnect/Schaerer Coffee Link. For these there are two options:

• “Transfer of primary user rights” to the customer o Our customer renounces the role asDigital Admin and transfers this to his

customers

• “Performance of primary user rights for the service” o WMF/Schaerer exercises the primary user rights on behalf of the customer o Legally, the customers staysDigital Admin

Both cases must be settled by agreement with the customer.

Which procedure is chosen must be agreed with each customer individually by the sales department.



Technical information

Can historical data of machines be transferred to the new platform after a retrofit?

On request, past values can be imported manually into the paltform. However, the data collected previously are less comprehensive that the one collected with the new technical equipment.

On which protocol does the telemetry system run?

For both the Schaerer and the WMF solution, trouble-free operation can only be guaranteed for the latest NGx3 protocols. Older protocols cannot display all functionalities. Therefore, with these only limited use is possible. For example data such as beverage consumptions are not completely displayed in the platform. For trouble-free use, the modems should always be updated to the latest protocol versions.

Where are the machine data collected and processed?

The data is collected and processed in the cloud Microsoft Azure IoT Suite. The server locations are globally distributed, and most of the data is located in a data center in Paris.

Is the Microsoft Azure IoT Suite (Cloud solution for data collection and processing) certified?

The data transmitted by telemetry is collected and processed in the cloud Microsoft Azure IoT Suite. This is the cloud provider with the most certifications worldwide. They range from regional and industry-specific to globally recognized certificates. Further information can be found directly at Microsoft Azure.

How can I identify if a coffee machine already supports the digital solutions?

In future all coffee machines of the brand WMF that already have telemetry as standard will be marked with a “WMF CoffeeConnect inside” seal.

https://azure.microsoft.com/de-de/overview/trusted-cloud/



Similarly, the coffee machines of the brand Schaerer that already have telemetry as standard will be marked with the “Schaerer Coffee Link connected” seal.

Contract information

Is there any charge for WMF CoffeeConnect/Schaerer Coffee Link?

There will be chargeable services for the use of WMF CoffeeConnect and Schaerer Coffee Link available in future. Further information will follow.

What are the conditions of the chargeable services?

Further information on the conditions of WMF CoffeeConnect and Schaerer Coffee Link will follow.

Access and account

Is a registration necessary?

To use the digital solutions, a registration is mandatory. Without registering, there’s no access to the applications of WMF CoffeeConnect or Schaerer Coffee Link.

Where do I get the login data from?

For reasons of data security and data protection, we can not provide you with login data. You can create your own account via the link “Register for free”.



Can I register at WMF CoffeeConnect / Schaerer Coffee Link without having a connected coffee machine?

If you do not have a connected coffee machine (machine with telemetry module), you can still benefit from some of the digital solutions. Depending on the assigned role and right, you will for example have access to the Media Pool or Online Shop after registration.

What happens after the registration resp. the login?

After registration or login you have the possibility to access the different applications and services of the digital solutions. For example, you can add machines to your account to see machine data in Monitoring and Analytics, or, depending on your permissions, access the Media Pool and Online Shop.

How often can I enter my password incorrectly? What happens if I enter my password incorrectly several times?

If you enter your password incorrectly more than five times in a row, your account will be

blocked for 10 minutes. If you then enter the wrong password five times, the blocking time is

20 minutes, etc. This is only reset when you enter the correct password once.

If you have forgotten your password, please use the "Forgot password" function to create a

new one.

My account is locked. Why?

An account will be blocked if the password has been entered incorrectly several times. We hereby ensure that the accounts of our users are not affected by automated hacker attacks.

Please wait for the specified blocking time and then try to log in again. If you have forgotten your password, use the "Forgot password" function to create a new one.

If, despite the correct access data, problems persist even after the blocking period has expired, please contact our Support.

How do I register?

To register with WMF CoffeeConnect or Schaerer Coffee Link, first click on the link “Register” on the start page. On the following page, please enter your email address, select your preferred language and click the button “Next”. You will then receive an email to confirm your mail address. Please click the confirmation button in the mail. This will take you to another



page on which you need to enter the required data (mandatory fields marked with an *) and click the “Register” button to complete your registration.

All internal email addresses are already synchronize with the backend system of WMF CoffeeConnect/Schaerer Coffee Link. A complete new registration is therefore not necessary/possible. Instead, please use the function “Reset password” to set a password to your already synced email address. Please use your primary email address for this.

Which email address do I use to register? Are there any specifications?

In general you are free to choose which email address you want to register on WMF CoffeeConnect/Schaerer Coffee Link.

If you have already given us a mail address asDigital Admin, please use this for the registration, as this is the only way to add machines to your account initially.

Please use your primary email address for the registration (see above).

Can I change my email address?

It is currently not possible to change the email address of your user account.

I am already registered on WMF CoffeeConnect. Why can I not register on Schaerer Coffee Link? / I am already registered on Schaerer Coffee Link. Why can I not register on WMF CoffeeConnect?

You can use both portals equally with one login. This means that if you have already registered

on one of the websites, you will not be able to register the same email address on the other.

Rather, you can simply log in to the other portal with the same access data.

Are there any requirements for the password?

The password must be at least 8 characters long and must contain three of the following four

categories: uppercase letters (ABC), lowercase letters (abc), numbers (123), special

characters (.!-).



My phone number is not accepted. What do I have to do?

Please enter your phone number with the international country code, e.g. +49 or 0049 for Germany. The 0 of the area code will then be omitted.

Can administrators of the site see or retrieve my password?

In order to guarantee maximum security, passwords are stored in encrypted form and cannot be seen or retrieved by anyone.

What data do I need to log in?

To log in you only need the email address with which you are registered on WMF CoffeeConnect/Schaerer Coffee Link and your chosen password.

I can not log in to the App. Where is the mistake?

The currently existing WMF CoffeeConnect App is based on the old system, which is no longer

supported and will be shut down in the next few months. Therefore, the login for the WMF

CoffeeConnect / Schaerer Coffee Link portal does not work for the app.

To use WMF CoffeeConnect / Schaerer Coffee Link on your smartphone or tablet, simply enter

the URL in the browser as on the PC. The design of the page automatically adapts to the size

of the screen, so you can use the portal comfortably on mobile devices.

I forgot my password. What can I do now?

On the login page you will find a link “Forgot password”. Please click on it and follow the instructions to reset your password.

I was logged out automatically. Why?

After some time of inactivity, your session will be automatically terminated to ensure that no other people can access your information and data. To continue using the digital solutions, simply log in again.



Do I always have to log out?

In order to prevent others from accessing your data, it is advisable to always log out. However, there is no obligation to log out.

Please note that after a certain time of inactivity your session will be terminated automatically and you will logged out automatically.

What is a session?

A session is a standing connection of a device (client) to a server, starting with the login and ending with the logout or an automatic session end after a certain inactive time. If your session has expired, you will need to log in again.

How can I delete my account?

It is currently not possible to delete your account yourself in the portal. If you no longer

need/want to use your account, please contact our Support. It will deactivate or delete the

account in consultation with you.

Functionalities

Connect machines/Access to machines



How can I find my coffee machine(s) after registration?

In order to see your machines, you have to connect them to your account after registration. Once you have logged in, please click on the tab “My Account” at the top of the page and select “Coffee machines” in the menue.

In the following it is to be distinguished whether you are Admin of the machine (usually corresponds to the owner of the machine) or an additional user of the machine.

a) Owner of the machine (Digital Admin)

If you are the owner of the machine, select the tab “My machines” at the left side and then click the button „Add new machine“. In the following, you need to select/enter the machine type, the serial number and your customer number and follow the instructions. The data is then checked. If the data is correct, your machines are connected to your account and visible directly.

Please note: To add the first machine to your account, you have to be entered as so-called Doigital Admin in our source system. TheDigital Admin is the account who can add machines initially to his/her account and then assign rights on the machines to other users. If you are not yet entered asDigital Admin, please get in touch with your sales contact or our Support.

b) User of the machine (Admin, Manager or User)

If you are the user of machines owned by another person, select the tab “Other machines” on the left side and then click the button “Request new machine”. In the following, you need to select/enter the machine type, the serial number and the machine owner’s customer number and follow the instructions. The data is then checked. If the data is correct, the owner of the machine receives your request and can give you access to the respective coffee machine.

I cannot find/add my machine(s). What can I do now?

If you can not add your machine to your account, there is a variety of possible reasons. Please

check the following items:

• Did you add the machine in the right place? If you are the Digital Admin, please add

the machine to “Own Machines”, if you are not the Digital Admin, please use the

request function unter “Other Machines”.

• Are you entered as Digital Admin in our system? If not, adding is not possible. Please

contact your sales contact or our Support to have the entry made.

• Does the machine have a telemetry module?

• Is the machine currently on and online (not in a dead zone, etc.)?



• Was the machine already switched on for 3-5 hours at a time after reinstallation or

retrofit?

• In case of retrofit: Was the machine restarted after retrofit?

• Is it ensured that the used data (serial number, customer number) are correct and

entered in the correct format?

If you have already checked these points and the connection still does not work, please

contact our Support using the “Contact” link in the footer of the page. Please provide the

Support with as much information as possible (serial numbers, machine types, account,

customer number, exact problem description, etc.).

Where can I find the data that is needed for mapping the machines?

To map a machine you need the machine type, the serial number of the respective machine and your customer number. You can find this data for example in the invoice of the machine purchase of the delivery note of the machine.

In which format must the data be entered when adding or requesting a machine?

Please select the machine type from the drop down menu. The serial number and the

customer number need to be entered without any additions. For example, the customer

number is not 44-12345 but only 12345.

Do I have to add each machine individually/manually to my account?

No. Per customer number you must add the first machine manually (via “My Account” →

“Coffee Maschines” → “Add new machines”). In your settings, you can specify whether you

want to automatically add machines that are related to your customer number to your account

in WMF CoffeeConnect/Schaerer Coffee Link. Under “My Account” → “Settings” → “Account”,

select the checkbox “Add new coffee machines automatically to my account”.

What is a Digital Admin?

The Digital Admin is entered in our system as the responsible person for adding machines to

CoffeeConnect/Coffee Link. This account is the one who can initially add machines to his

account and then give other users access to the machines.

There are some features that only a Digital Admin can do, such as:



• Initital addition of machines

• Confirm requests for machine access

• Transfer the machine to another user account

• Changes of the maschine details

How do I become a Digital Admin?

To become Digital Admin for a machine resp. customer number, the email address of you

account must be entered in our background system as Digital Admin. Please contact your

sales contact or our Support to arrange this.

How can a Digital Admin give other users access to machines?

There are several ways to give other users access to your machines.

• A user can request the access right via “Coffee Machines” → “Other Coffee Machines”

→ “Request New Machine” (see further questions in this chapter).

• You can invite a user to your user structure and then give it access to your machines

(see chapter Entity Management).

• You can assign further machines to a user who already exists in your structure at any

time (see chapter Entity Management).

Can there be multiple admins for a machine?

There is only one Digital Admin possible per customer number. However, you can add

additional Admins to machines in the Entity Management area, who, apart from the initial

addition of the machine and the complete transfer, have the same rights as the Digital Admin

(change machine name, etc.).

Which roles are there for using WMF CoffeeConnect and Schaerer Coffee Link and how do they differ?

In addition to the Digital Admin, there are three standard roles for access to machines and

machine data: Admin, Manager and User.

In our background system the Digital Admin is entered as the owner of the machine. This

account can add machines to its account for the first time. Within the platform, he has full



access to all functions - with the exception of the Online Shop or the Spare Parts Catalog, for

which separate authorization is required. In addition, the Digital Admin can transfer his

machines to another user. This means he will lose his own access to the machine.

The Admin mainly corresponds to the role of a Digital Admin, with the exception of adding a

machine for the first time and transferring machines.

A Manager is authorized to see and execute all functions for which no special authorization is

required. The only difference from the Admin is that he is not allowed to edit the machine

details.

As a User you only have limited access to the functions of the portals. In contrast to the

Manager, as a User on a machine you cannot use Remote Management or Entity

Management.

In addition to these standard roles, user with access to the Entity Management have the

possibility to create new roles and to assign authorizations as needed.

All these roles have no influence on the access to the Online Shop or the type of authorization

for the Media Pool. These roles are assigned independently (see chapter Online Shop and

Media Pool).

Where can a Digital Admin see requests for the access to his/her machines from other users?

If another user has requested access to machines, you can find and handle this request in the

“Request” section of the “Notifications” tab in the header of the page.

As soon as you have received a new request, the “Notifications” tab will be marked with a

small icon. Similarly, you will be informed via banner after logging in.



There is currently no information via email about new inquiries. Please also note that the other

user is currently not automatically informed as soon as you have accepted or rejected the

request. To make sure that the requestor learns this promptly, it is best to let him know shortly.

How can I remove/delete machines from my account?

It is currently not possible for you to completely remove machines from your account

(demapping machines). If you wish to have machines removed from your account, please

contact our Support. They will remove the machine assignments in consultation with you.

Please note that you can only remove the machines from the view using the “Delete” function

in Entity Management. In the background they are still linked to your account.

Machine details

What are machine details?

In the machine details, you can view various information about your machines, such as the

machine name, serial number, software version, location address, MAC address, etc.

As Admin you have the possibility to change the machine name and the location address as

well as to enter additional information. The adjustments will then be displayed to all other users

with accessto the respective machine.

Which details can I see about my machine?

• General information

o Machine name

o Type of machine

o MAC address

o Serial number

o Date of the last data transfer

o Software version

o Machine status

• Address details (location address)

• Hardware details

• GPRS details



• SIM details

• Connection details

Where do I find the machine details?

You can open the machine details via “My Account” in the header, selecting “Coffee Machines”

and clicking on the respective machine.

Alternatively, you can access the details in Monitoring via “Events” → click on an event → click

on a machine.

Can I change the name of the machine? / How do I change the name of the machine?

The machine name can be changed by clicking on the machine name in the details. You can

simply enter a different name here. The change is automatically saved by clicking again out

of the input field.

The changed machine name is transferred in the portal to all places where the name is

displayed (for example: Monitoring, Analytics, Remote Management, Entity Management).

The name of a machine can only be changed by Admins. Any change will then be displayed

to all other users who have access to the machine.

Can I change the location of my machine?

By default, the address used in the master data is used as the machine location.

The location of a machine can be changed by selecting "Address Details" under "More

Information" in the machine details. Click here in the fields and enter the corresponding

address. The change is automatically saved by clicking again out of the input fields.

The changed address is transferred in the portal to all places where the address is used (for

example, Monitoring, Analytics, and Remote Management). It may take a few minutes for the

adjustments to take effect.

Please note that the location in the maps can only be displayed correctly if the address has

been stated correctly.



The address of a machine can only be changed by Admins. Any change will then be displayed

to all other users who have access to the machine.

What is additional information?

You can enter additional information for each machine in the machine details. With this option

you can further specify the respective machine, for example by additional information about

the location (e.g. floor) or name.

However, this input is only displayed in the machine details of a machine and is not transferred

to any other position in the portal.

The additional information can only be entered and changed by Admins. Each entry will then

be displayed to all other users who have access to the machine.

What is geolocation? What is the effect of enabling or disabling geolocation?

By default, geolocation is enabled. This ensures that the machine data can be recorded in the

correct time zone and displayed in the portal.

A machine's Admin can disable or re-enable geolocation at any time.

Activation of geolocation does not affect the location of your machine in WMF CoffeeConnect

/ Schaerer Coffee Link. You can change the location display by changing the address details

of a machine.

Settings

Where can I see the account details?

You will find your account settings under "My Account" → "Settings" in the header of the page.

Here you can see and change details of your account (name, phone number, etc.), change

your password or activate and deactivate notifications (see separate chapter).



Which settings can be made?

You can adjust your personal data in the settings (salutation, name, telephone number). You

can also set your preferred language, currency, time zone and unit of measure. With the item

"Add new coffee machines automatically to my account", you define that additional machines

of a customer number for which you are Digital Admin are always automatically added to your

account.

You can also change your password or enable and disable notifications (see separate

chapter).

Where do I change my password?

If you want to change your password, please go to the tab “My Account” on the tab “Settings”

and select “Password” on the left.

Please note that this function is intended to change your password. If you have forgotten your

password, you can assign a new one by selecting the link "Forgotten Password” on the start

page.

Where do I change the language of the page?

You can change the language by clicking on the small flag icon in the footer and select your

preferred language. Alternatively, go to “My Account” in your settings and change the

language there.

Email notifications

What are email notifications?

You can get notified by email about some information (Events) sent by your machine, so you

can respond even faster to errors and have as little downtime as possible. You can activate

these email notifications in your settings: “My Account” → “Settings” → “Notifications”.



Can I have errors of the machine sent by email?

Yes. Some events that the machines can send, can be sent directly by email. You can activate

these email notifications in your settings: “My Account” → “Settings” → “Notifications”.

Which information can be sent to me via email?

You can activate notifications for errors, tasks and information that your machines send. You

can also be notified when machines change status between online and offline.

All types of events can be activated for all coffee machines or only for specific machines.

I do not receive emails about my events. What can I do?

Please check via “My Account” → “Settings” → “Notifications” if the email notifications are

actually activated. If everything is correct in the settings, please contact our Support.

Can I also have the notifications sent to another email address?

Currently it is only possible to send the email notifications to the email address with which you

are registered at WMF CoffeeConnect / Schaerer Coffee Link.

Can the notifications also be sent to my collegues/employees?

No, you can only enable or disable the notifications in your account for yourself. Of yourse,

your collueges or employees can also activate the notifications in their own accounts and then

receive the errors, tasks, etc. as well.

Are the notifications I receive depending on the role I have for machines?

No. Regardless of their roles or permissions, each user can set his or her notifications

individually – of course only for the machines that the respective account has mapped.



Can I receive notifications also via SMS?

No, currently we do not offer text messaging. If you want to be informed via smartphone, we

ask you to set this via an appropriate email app.

Applications

I cannot see all applications / services after registration. Why is that?

Some services are only visible if you have at least one machine in your account. Other services

are only visible with special roles / authorizations.

If you are not sure about this, please contact our Support.

Monitoring

What is the Monitoring?

The application Monitoring is used to monitor, control, manage and optimize you daily coffee business. Here you will get a general overview of the capacity, operation, performance and service of your coffee machine(s).

Which options offers the Monitoring?

The Monitoring offers a wide range of functionalities. In the section “Events” you see all events you machines are triggering: Errors, Tasks and Information. Depending on the integration, open service tickets can also be displayed here. In the section “Dashboard” you can get an overview of sales or the machine status, or you can see the consumption data and peak times. In addition, errors, tasks and information related to your coffee machine(s) are displayed and remote maintenance functions are available.

Which types of events do I see and how do they differ?

In the events you will see errors, tasks and information sent by your machines. Errors here

are events that cause that the machine is no longer functional. A task, on the other hand,

informs you that something is to be done at the machine, but the machine itself still works (for

example refilling milk). Information includes for example information about last rinses, etc.



What do the tickets within the events mean?

It is basically possible to connect a ticket system with the portal, so that at this point open tickets at your coffee machines can be displayed. Currently, this feature is in a trial phase, which is why only test systems are connected.

What is a Widget?

In the application monitoring, widgets are the individual modules, in which the various key figures/data can be checked.

Where do I find the consumption and turnover data?

To view the consumption data for drinks and ingredients as well as sales, please go to

“Monitoring” via the start page and select the link “Dashboard” in the upper left corner.

Can I export the data I see in the Monitoring?

Yes, it is possible to export the data on consumed beverages, events and machines as a .csv

file. You can find this function in the Analytics area.

How often is the data updated in the Monitoring?

The events are normally displayed in the platform about one minute after being sent by the

machine.

Consumption data is transmitted approximately every five minutes.

Please note that the pages do not refresh automatically. Please use the reset button “Refresh”

or the refresh function of your browser.



My machine is displayed in the wrong location. What can I do?

As Admin you can change the address details of your machine in the machine details (under “Own/Others Coffee Machines”). This will use the entered address for the display in the Monitoring. If you are not an Admin, please ask them to change the address.

Analytics

What is the application Analytics?

The application Analytics can be used to access various types of reports. These help to better

understand and to optimize your coffee business.

Which kinds of reports are available?

Standard reports are available to every user who has machines added to his/her account.

These reports reflect the respective widget data from The Monitoring.

Additionally, Tailor-made reports offer you the opportunity to have our data experts create

tailor-made reports according to your individual needs (additional indicators / key figures). This

option is chargeable. If you are interested or require further information, please contact your

sales contact or our Support.

Which data do I see in the standard reports?

In the standard reports, you can see data from the last 14 days from the Monitoring dashboard

in edited form, including general data (total purchases, top drinks/machines, etc.),

consumption data (drinks and ingredients), data on extraction times and peak times, etc.

If you need more data as a report, you have the option to provide it in tailored reports.

Why do I only see the data of the last 14 days?

In the standard reports you have access to the data of the last 14 days. All data that lie further

rin the past can be checked in the Monitoring.



How often will the data in the reports be updated?

The data in the standard reports will be updated in irregular intervals, but updated at least

once a day. You can see the last refresh of the data in the Management Summary.

The data in the reports are not actual. Where is the mistake?

The data in the reports is not real-time data. The reports are updated in irregular cycles, but

at least once a day.

To see current data, please use the application Monitoring.

What are Tailor-made Reports and where do I get access to them?

If you require metrics/indicators that go beyond standard reports, our data experts can create

tailor-made reports according to your needs. These will be developed together with you in a

project and provided.

If you are interested, please contact your sales contact or our Support.

What do Tailor-made Reports cost?

Since the reports are developed and created individually for you in a project, the cost depend

on the respective effort.

Your requirements will first be recorded and checked by us, after that you will receive an offer

for implementation.

Can I also download the reports?

You cannot download the standard or customized reports themselves.

However, you can export reports for beverage comsumptions, events and your machines

within Analytics under the "Data export" tab. The data correspond to the view in Monitoring,

so they are more current than in the standard reports.

When exporting, you can select one or more machines and create the desired report for a

freely selectable period. The export is currently possible as a .csv file.



Can I still make settings in the reports?

You can set filters in the reports to evaluate individual machines or individual beverages.

Simply click on the respective name or bar.

You can not set additional key figures or make changes to the data youself.

Entity Management

What is Entity Management?

The Entity Management application enables you to manage your coffee machines and

assigned users as well as rights and roles. Here you manage, which users can see and

execute which machines and functions.

Which functions do I have in the Entity Management?

In the Entity Management, you basically have the following options:

• Create a structure based on the coffee machines and/or users/groups

• Add new machines

• Invite users/add users to your structure

• Assigning of rights and roles to your machines for other users

• Transfer of machines to other users

• Create new roles with the needed authorizations and assignment of these roles

How can I manage my machines? What options do I have?

You can add new machines to your account in Entity Management or assign rights to

machines that you have in your account to other users. As a Digital Admin, you can also

transfer machines completely to another user.



How can I manage my users? What options do I have?

You can invite users in Entity Management. You can also assign access rights to the machines

assigned to you to other users and select the desired type of authorization (= role).

How can I create folder groups or subgroups?

You can create groups both in the Coffee Machines (PCM) area and in the User area. To do

this, click on the relevant area in Entity Management and select the "New Group" button.

By creating a new group within an existing group, subfolders/subgroups are opened. There is

no restriction in the amount of the hierarchy levels here.

You can remove, rename, or move groups to other folders at any time.

How do I invite a user?

To invite a user, click on the User area and select "New User". After entering the email

address, the system checks whether the address is already registered in the portal. If so, the

user is immediately added to your structure in the Entity Management and you can assign

machines to it. If the address is not registered yet, the user will receive an email asking them

to register to WMF CoffeeConnect / Schaerer Coffee Link. After the registration is completed,

the user will appear in your user structure.

How can I assign a coffee machine to a user?

You can assign all machines, one machine or one/more machine groups to other users in the

Entity Management by selecting the machines in the "PCM" area and then using the "Assign

users" function.

Conversely, you can also select one/more users in the "User" area and assign access rights

for machines/machine groups using the "Assign machine" function.



Which roles are there for using WMF CoffeeConnect and Schaerer Coffee Link and how do they differ?

In addition to the Digital Admin, there are three standard roles for access to machines and

machine data: Admin, Manager and User.

In our background system the Digital Admin is entered as the owner of the machine. This

account can add machines to its account for the first time. Within the platform, he has full

access to all functions - with the exception of the Online Shop or the Spare Parts Catalog, for

which separate authorization is required. In addition, the Digital Admin can transfer his

machines to another user. This means he will lose his own access to the machine.

The Admin mainly corresponds to the role of a Digital Admin, with the exception of adding a

machine for the first time and transferring machines.

A Manager is authorized to see and execute all functions for which no special authorization is

required. The only difference from the Admin is that he is not allowed to edit the machine

details.

As a User you only have limited access to the functions of the portals. In contrast to the

Manager, as a User on a machine you cannot use Remote Management or Entity

Management.

In addition to these standard roles, user with access to the Entity Management have the

possibility to create new roles and to assign authorizations as needed.

All these roles have no influence on the access to the Online Shop or the type of authorization

for the Media Pool. These roles are assigned independently (see chapter Online Shop and

Media Pool).



Can I take away an assigned machine from a user?

Yes, you can revoke users' access to machines at any time or change a users’ authorization

for the machine.

Can I change the name of a user / a machine?

You can only change the group names in the Entity Management.

You cannot change usernames in general.

As Admin or user with the permission "Edit machine details" you can change the names of the

machines.

Previously, I could see the Entity Management application, but not now. What can I do to use it again?

Your authorization to the machines has probably been changed. Please contact either the

Admin of the machine(s) or our Support.

Remote Management

What is Remote Management?

In the Remote Management, you can perform bidirectional functions and send data to your

coffee machines remotely or change settings.

Which functions does the Remote Management have?

You can currently perform the following functions in the Remote Management:

• Display Management: uploading / removing images on the display of the coffee

machine

• Price Management: change of prices in the coffee machine

• Control Beverage Dispensing: lock / unlock the machine's beverage dispensing



• Restart coffee machine: Remote-controlled restart of a coffee machine that is switched

on

• Media Package Management: load and deletion of pictures on the display of the coffe maschine. Backgroud pictures, screensafer, beverege, parameters and langange of the current offer

Can the bidirectional functions be performed on any machine?

No. Whether a machine supports the bidirectional functions or which functions are supported

depends on the machine type and the software version.

My machine can not perform the remote function. Why?

Whether a machine can (already) perform the bidirectional functions depends on the machine

type and the respective software version. The selected machine may not (yet) support the

desired function.

Can the remote function be planned in advance?

Yes, you can also select the execution at a later time when setting the functions and thus plan

the bidirectional functions accordingly.

Can every user who has access to a machine perform the bidirectional functions?

No. Whether bidirectional functions can be carried out depends on the authorization that a

user has on the respective machine. The standard roles, Admin and Manager can perform

remote functions, Users not. For newly created roles, it is up to you whether the remote

functions can be excecuted or not.

Why can I choose only one machine?

Some Remote Management actions can currently only be sent to one machine per execution.

These are price management and the restart of a coffee machine.



For display management there is already the possibility to send data in parallel to several

machines of the same machine type. Likewise, beverage dispensing can be locked for several

machines at the same time.

Can I select multiple machines in display management to perform an action?

Yes, you can perform the functions for machines of the same machine type at the same time.

To do this, select the appropriate machines in front of the machines listed. Please note that it

has to be exactly the same machine type, including the same version.

Do the pictures for the Display Management have to meet certain requirements regarding size, formal, etc.?

Yes. The images may be in PNG, JPG or GIF format and have a maximum size of 500 kB.

The resolution depends on the machine display resolution and is either 800px (width) x 600px

(height) or 462px (width) x 800px (height).

You will also find the information during the image upload. If it shows 0x0 pixels here, your

machine does not support the image upload.

Can I define an action in Display Management over a certain period / time frame?

You cannot specify a specific time period when uploading an image. However, you can also

have the image removed immediately after the upload and then select a future point of time

here. So you have already planned in advance when the image will be removed from the

display of the machine.

In the Display Management I have selected the execution “immediately” and nothing happens. Where is the mistake?

This cannot be answered generally.

If the image does not appear on the display after a few minutes, please check the status once

in the history and / or try the upload again.

If it still does not work, please contact our Support.



What do the different price scales mean? / Why can I enter four different prices?

You can define different price scales in the area of Price Management, which describe special

discount prices. For example, in addition to the normal price, an employee or student price.

The price scales are not stored for different sizes of the drink, as these are listed separately

as a separate recipe.

How / in which form do I have to enter the prices?

The prices must be stored in the following form: x.xx or x. Please note the spelling with a

period (no comma). For example, 1.50 for 1.50 euros or 1 for 1.00 euros.

Which data can I see in the history?

In the history you can see which bidirectional functions were performed on which machines

and when and whether they were successful.

Online Shop

What is the Online Shop?

The Online Shop offers the possibility to order spare parts for the coffee machines as well as additional equipment, cleaning material or water filters. You can use the search box to search for the required article or select the relevant spare part in the spare parts catalog.

How can I access the Online Shop? Which requirements need to be fulfilled to get access?

In general the Onoline Shop can be accessed via logging in on WMF CoffeeConnect/Schaerer Coffee Link. To get access to the Online Shop you need a specific right to order. If you do not see the box “Online Shop” on your dashboard after login, but need access, please get in touch with your sales contact.

To access the Online Shop you do not have to have a telemetry-capable coffee machine connected to the platform.



I do not see the Online Shop when I log in. What can I do?

The Online Shop is not automatically displayed to every registered user, you require a separate order authorization. If you want to use the Online Shop, please contact your sales contact. We will then take care of the access.

Which products can be purchased?

In the Online Shop you can order spare parts for the coffee machines as well as additional equipment, cleaning material and water filters.

Why is it not possible to order coffee machines?

Our Online Shop is a shop for spare parts and cleaners. The configuration and ordering of coffee machines will be possible in future.

How can I order a spare part via the spare parts catalog?

By clicking on the button "Shopping Cart" the spare part in quantity 1 will be added to the shopping cart. The quantity can then be changed manually in the shopping cart.

Why do I see different prices in the product list and the products detail page?

List prices are displayed in the product list. On the product detail page and in the shopping cart you can see your customized price.

How do I find the exploded view of my coffee machine?

You can navigate to the product detail page via the coffee machine. Via the "Spare parts" tab you can navigate to the individual modules and view the associated exploded views.

Can I access the product catalog from my E-Procurement system?

Yes, you can use the OCI interface provided by the Online Shop to connect your E-

Procurement system with our Online Shop. To do this, the shop must be called up directly in

the E-Procurement system and two parameters must be specified:

punchout=true punchout_hook_url=[URL of customer’s E-Procurement system]



Example for WMF CoffeeConnect:

https://shop.coffeeconnect.wmf.com/wmf/cart?punchout=true&punchout_hook_url=[URL of

customer’s E-Procurement system]

Example for Schaerer Coffee Link:

https://shop.coffeelinkng.schaerer.com/schaerer/cart?punchout=true&punchout_hook_url=[U

RL of customer’s E-Procurement system]

Is it possible to upload an order from a csv file?

If you have created an external file that already contains your order, you can upload it as a .csv file.

Do I see the availability of articles?

Yes, you can see the availability of the respective articles in the Online Shop. This enables you to plan better.

Can I choose a delivery date?

During the ordering process, you have the option to specify a desired delivery date. If the item is available, it will be delieverd on the requested date. If an article is not available on the given date, it will be displayed, so that you can change your order accordingly.

Which means of payment are available?

Currently, the order is only possible on invoice and prepayment. Additionally, the payment is predefined based on the customer master data. In future versions of our Online Shop further payment methods will be available as well as the possibility to change the payment method.

Which shipping methods can I choose?

You can choose from the following shipping methods: sea freight, air freight, normal shipping (road), express and pickup. If you are ordering dangerous goods, air freight and express are not available.

https://shop.coffeeconnect.wmf.com/wmf/cart?punchout=true&punchout_hook_url=%5bURL

https://shop.coffeelinkng.schaerer.com/schaerer/cart?punchout=true&punchout_hook_url=%5bURL

https://shop.coffeelinkng.schaerer.com/schaerer/cart?punchout=true&punchout_hook_url=%5bURL



Can I pick up my order at the production site?

Yes, you have the possibility to pick up an order yourself at the production site. Simply select “Pickup” as shipping method to do this.

Why do I not see any freight costs in the ordering process?

Freight costs vary depending on factors such as volume, weight, shipper, or delivery method. These factors are unknown at the time of the order. If you have any questions, please contact your contact person. You can find your contact person under "My Account" – “Contact” in the Online Shop.

What do I have to consider when ordering dangerous goods?

If you order dangerous goods, the options of air freight and express shipping are not available.

How do I know that my order has been successfully submitted?

As soon as we have received your order, you will receive a confirmation of receipt of your order by email.

How can I change or cancel my orders?

Please contact your contact person. You can find your contact person under "My Account" – “Contact” in the Online Shop.

Can I track my shipment?

If you order via the Online Shop with shipping option regular shipping (road) or express, it is possible to track the shipment via tracking number. If an order is placed via another channel (e. g. by email, fax) or with another shipment method (air freight, sea freight), tracking is not possible.

Is part-delivery possible?

By default, every item of your order will be shipped as soon as it is available. If you prefer a complete delivery, you can specify this in the ordering process.



My package has a transportation damage/shortfall. What is to be done?


How can I return an article?


Can I manage multiple shopping carts?

To provide the best possible comfort, you can create and save different shopping carts. These will then be available to you and you can continue processing your order at a later point of time.

Where can I find information about my previous orders?

You can find information on orders that have already been placed and completed by clicking on "My Account" – “Order History” in the Online Shop.

How can I change my customer data such as name, shipping address, etc.?

You can change your customer data under "My Account". You can initiate a change of your address via "My Account" – “Address Book”. Simply enter the new address and click "Change address". Your contact person will check and initiate the changes. You can find your contact person under "My Account" – “Contact” in the Online Shop.

How can I mark an address as a standard delivery/billing address?

If your account has multiple billing and/or delivery addresses, you can specify a default address via "My Account" – “Address Book”.

Where can I find the contact details of my contact person for orders/the Online Shop at WMF or Schaerer?

You can find your contact person in the Online Shop under "My Account" – “Contact”.



What can I do if the order processing in the Online Shop is temporarily not available?

In this case, please place your goods in the shopping store cart. With "stored shopping carts" you can send your order at a later date.

Media Pool

What is the Media Pool?

The Media Pool is a system through which digital media are centrally managed and made available. The Media Pool allows you to access various types of documents and other digital media on our coffee machines and accessories. You can read or download them. The media files, so-called assets, range from operating instructions to images and catalogs. Which files you can access depends on the role assigned to you.

Which data can I access through Media Pool?

In the Media Pool you can access various files and media that are related to our coffee machines and accessories. The files you have access to depend on your assigned user role. In general, the Media Pool contains operation instructions, pictures and videos as well as catalogs.

Can I also retrieve the documents offline?

If you are a service employee or partner of the WMF GmbH, we can provide you with an application with which you can also retrieve the documents offline.

I can not see all the files I need in the Media Pool. What do I have to do?

The view in the Media Pool is based on an authorization concept. If you do not have access to all the files/assets/documents you need, you can request extended rights. Please click on the link “Do you need additional assets” in the upper right corner of the Media Pool and fill in the form. Your request will be checked and you will be informed as soon as the corresponding authorization has been enabled.



Can I download documents from Media Pool?

Yes, the Media Pool offers the functionality to download documents and other files.

Can I share documents from Media Pool with others?

Yes, you can share documents/files with other users by clicking on the respective asset and then using the sharfe function in the information. Please note that you can only share assets with users that are also authorized for the type of documents.

In which languages are the files available in the Media Pool?

The files and documents in the Media Pool are available in various languages. On the left side

in the filter you can select “Languages”. All the files will be displayed in the language you

selected there.

The surface of the Media Pool is available in German, English and Spanish. You can make

this language setting in the top right corner in the header of the Media Pool.

Are pictures in the Media Pool available in different resolutions?

Basically, the pictures are available in a standard resolution. However, with certain permissions (Marketing), a user can also choose the required resolution himself. If you need such authorization, please request an additional authorization via the link “request extended rights”.

Spare Parts

What is the Spare Parts Catalog?

The Spare Parts Catalog is a catalog, in which exploded drawings and parts lists can be used

to find the corresponding spare parts. You need special authorization to access the spare

parts catalog. Please contact our Support in this regard.



I do not see the Spare Parts Catalog. How can I get access?

You need special authorization to access the spare parts catalog. Please contact our Support.

API

Is it possible to connect the digital solutions with customer-own tools?

From mid-2018 there will be the possibility of “3rd party Connectivity”. We can then provide our customers with standardized interfaces, so-called APIs (Application Programming Interface) which enable them to connect to our solution. In addition, there will be the possibility to implement projects for integration with other tools on request.

If you are interested, please contact your sales contact or WMF CoffeeConnect / Schaerer Coffee Link Support.

Other Questions

In which languages will the platform be available?

Currently WMF CoffeeConnect and Schaerer Coffee Link are available in German and English. Other languages will follow.

For which devices are the digital solutions optimized?

The applications of WMF CoffeeConnect and Schaerer Coffee Link are optoimized for smartphones, tablets, notebooks, desktop PCs and large screens. In this way, we guarantee you a comprehensive and smooth use of the digital solutions.

On which browsers are the systems available/functional?

The systems run on following browser versions and any higher version:

• Google Chrome 60

• Mozilla Firefox 55



• Internet Explorer 11

• Microsoft Edge 14

• Safari 9.1

• UC

• Yandex

I have coffee machines of both brands, WMF and Schaerer. Will there be differences in the use of the digital solutions?

You can use both websites for machines of both brands. In concrete terms, this means that you can log in to both sites with your login and add machines of both brands. Regardless of the website, you will always see all added machines in your account. So you can choose whether you want to use WMF CoffeeConnect or Schaerer Coffee Link as your website - the functions are identical.

Is there an App available?

No, WMF CoffeeConnect and Schaerer Coffee Link are not available as App. Both platforms are designed responsive so that they adapt to the size of your device. So you can simply open the website via your browser on your smartphone or tablet, log in and use the portal as usual on the go.

The currently existing app WMF CoffeeConnect is based on the legacy system which is no longer supported and will be shut down in the next months.

Is there an instruction manual for WMF CoffeeConnect / Schaerer Coffee Link?

Yes, for both portals there is an instruction manual, which explains the most important functions based on screenshots in detail. You will find these in the Media Pool.

Data/Data protection

Is my data safe?

Data protection and data security are of utmost importance to the WMF GmbH. For this reason we developed a state-of-the-art platform for our digital solutions WMF CoffeeConnect and Schaerer Coffee Link, whose technical infrastructure, information security and data protection



are based on international legal standard such as the EU General Data Protection Regulation (GDPR) or the ISO/IEC 27002 for information security.

The WMF GmbH has set up its own department for information security with highly qualified and certified personnel. Based on the Microsoft cloud solution Azure, digital solutions have been implemented that are protected against cyber attacks by a multi-layered IT securtity model.

What happens to my personal data?

Data transmission and storage is encrypted. For the further processing of data, especially personal data, strict information security and data protection guidelines have been introduced – in compliance with the German Federal Data Protection Act (Bundesdatenschutzgesetz) and the EU General Data Protection Regulation (GDPR). By publishing our rules and processes for the processing of personal data, our customers receive the greatest possible transparency.

Where are the servers located on which the data is stored?

The data is collected and processed in the cloud Microsoft Azure IoT Suite. The server locations are globally distributed, and most of the data is located in a data center in Paris.

How is the access to the systems and data regulated?

Our identity and access management system provides role-based access to our systems. The user administration can be done either centrally by WMF or Schaerer, or as a delegated service by defined administrators on the customer side.

Who can access my data?

The sales employee can access the data which is part of the fulfillment of the contract via the CRM or other business systems of the WMF GmbH. Further data, such as the machine’s consumption data can only be seen by the sales employee if it has been agreed upon via contracts or consents.



Why can the WMF GmbH access my data even if I haven’t register on the platform?

A distinction must be made here between data transfered to WMF as part of the fulfillment of the contract and data collected on the basis of the telemetry of a coffee machine. Data which serve the fulfillment of the contract represents a legitimate data processing in the sense of the data protection laws. Telemetry data is processed without personal reference. Only the registration on the platform and the mapping of a coffee machine lead to the fact that these data receive a personal reference. Depending on the form of consent, the WMF GmbH has the right to process these data as well.

Can professional coffee machines be „hacked“?

The machines communicate via the LTE/4G network, which is a very secure mobile radio technology. An attack from outside can never be ruled out, but the danger is very low.

For a hacker attack, the hacker would have to install hardware in the immediate vicinity of the machine and thus establish a fake LTE base station. The technical and professional requirements for an attack are therefore extremely high.

What does the WMF GmbH use the transferred data for?

The non-personal, purely machine-based data is used internally to improve the quality of the coffee machines as well as to work for predictive maintenance and services in order to improve our internal processes and reduce costs.

Contact

Whom can I contact if I have questions/problems?

For questions about WMF CoffeeConnect or Schaerer Coffee Link, please contact our Support via the link “Contact” in the footer of the site.

Please provide our Support with as much information as possible, such as serial numbers, machine types, customer number, account, exact problem description, error message.

faq digital solutions wmf coffeeconnect / schaerer coffee link

Documents