Hallmark Vending isn’t just growing. It’s growing with purpose — powered by data, driven by people, and supported every step of the way by Vendmanager from SB Software. From real-time insights to individual performance metrics, Hallmark is building a business where everyone understands what success looks like — and how to keep getting better.
“We’re building a people- and customer-centric, data-driven business,” says Managing Director Trevor Bullock. “Vendmanager underpins every aspect of that.”
Technology that keeps getting better
Trevor knows the vending world well. After two years at Hallmark, and many more in the sector before that, he’s seen what works — and what doesn’t. What stands out about SB Software is the ongoing support.
“You don’t just sell a system,” he says. “You work hard to increase the number of features we use, the benefits we get from each, and the commercial return we gain.”
That support is guided by Hallmark’s dedicated Technical Account Manager (TAM), who visits regularly to help the team review progress, address roadblocks, and plan what’s next.
Everyone owns their number
At the heart of Hallmark’s approach is its Company Scorecard. Updated weekly and reviewed every Friday morning, it tracks key performance indicators (KPIs) that drive the business forward.
Trevor explains: “The numbers are the heartbeat of the company. But they only matter if someone owns them — and understands how to make them better.”
KPIs include everything from visit counts and first-time fix rates to cash totals and machines needing DEX setup. Each team member knows their figures and is expected to act on them.
“You’ll find that everyone has a number — or several,” Trevor adds. “And that’s a good thing.”
David Sturton, Operations Manager
David leads the operations team and relies heavily on Visit Manager and Van Stock Take.
“Vendmanager helps me adjust plans quickly, especially around staff holidays,” he says. “Having machine info on our phones and using on-screen signatures speeds things up and keeps records clean.”
David knows his numbers and carries his Datakey with pride. “I’ve always believed technology is the way forward. Vendmanager is helping us deliver for employees, customers, users, and shareholders alike.”
Ella Watts, Accounts Officer
Since joining Hallmark 18 months ago, Ella has been instrumental in integrating Vendmanager with Sage 50 Cloud. The result? Faster, cleaner billing and improved visibility.
“Vendmanager is now the heart of our invoicing,” she says. “It’s more efficient, and we’re saving time.”
She’s also set up alerts for vend errors and duplication, reducing risk. And when she’s away, colleagues can pick up where she left off. “We’ve built resilience into the process. It works.”
Claire Miller, Operations Support Officer
Claire is all-in on Vendmanager. “I switch it on first thing and don’t log off until I leave,” she says.
From onboarding clients to running the service desk, Claire sees the whole system. “Data gives us visibility — and a voice. Friday’s review meeting helps us get ahead, not just react.”
She’s improved her warranty return numbers by a staggering 1,500% and now tracks service call times and filter changes, too. “Measuring is knowing. And knowing lets us do better.”
Pawel Kicinski, Operator
Pawel keeps it simple. “Datakey is accurate, fast, and easy to use,” he says. “It saves time and gives our company the data it needs.”
No fuss. Just results.
Ellie Hull, Commercial Manager
Ellie has helped lead several major improvements: telemetry, Datakey rollout, account integration, reporting upgrades, and a shift to SB Software’s hosting platform.
“We’re just about to switch to Single Walk,” she explains. “Vendmanager helps us inform operators in advance — so they only take what’s needed to the machine. It’ll reduce trips, speed service, and cut waste.”
She credits the whole SBS team, not just her TAM, for supporting the journey. “They preempt problems, not just solve them. It’s a true partnership.”
Ellie’s top Vendmanager benefits?
- Drives innovation
- Enhances decision-making
- Cuts costs
- Scales easily
- Links every data point in the business
She also appreciates the supportive, growth-focused mindset: “It’s not just software. It’s a team that grows with us.”
Growing with intent
Hallmark is tracking its progress with SB Software’s Functional Priority List (FPL), which shows how much of Vendmanager they’re using — and what’s next. The goal isn’t 100% usage. It’s the right usage, at the right time.
Recently, Hallmark moved up 8% on their FPL score, unlocking more value across the business. Each element added is chosen for impact.
As Trevor says: “It’s about using the right tools to make progress — and never standing still.”
Giving back is built in
Beyond business metrics, Hallmark keeps purpose at the centre. Their coffee brand, Caffe Praego, won a Vendie for corporate social responsibility in 2021. And the top floor of their HQ is a colourful, club-style space where staff and guests reflect, review, and recharge.
“It reminds us why we do what we do,” Trevor says. “Success is about people — and giving back where we can.”
Trevor’s big picture: data plus people
In a final conversation, Trevor sums it up:
“We’ve set a tough budget. We’re halfway through the year — and we’re ahead of plan. Why? Because our people are using data to make better decisions, faster.”
He’s quick to add that the journey’s far from over. “This isn’t about ‘job done.’ It’s about moving in the right direction, at the right pace.”
Trevor’s favourite question? “Where next?”
That’s where the scorecard, the FPL, and Vendmanager all come in. Together, they help Hallmark stay sharp, aligned, and ready for what’s ahead.
Fast Facts
- Each Hallmark team member owns their KPIs, tracked weekly through a Company Scorecard.
- Vendmanager now powers everything from invoicing to service scheduling.
- A shift to Single Walk is set to streamline operations and cut operator workload.
- Hallmark increased their Vendmanager adoption by 8% through targeted upgrades.
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