Most vending machine installations are straightforward - combination machine, standard product mix, weekly service. But some clients have requirements that push every part of the supply, technology and service model. Two of our longest-running partnerships - with Star City (The Star Sydney) and Toyota Motor Corporation Australia - show what's possible when a vending supplier can flex to the customer's needs rather than the other way around.

Case Study 1: Star City (The Star Sydney)

The challenge

Star City - The Star Sydney (Sydney's major entertainment, gaming and hospitality precinct) is one of the most demanding 24/7 environments in NSW. Tens of thousands of patrons per week. Round-the-clock gaming floors. Multiple food and beverage outlets. Hotel guests from around the world. Back-of-house staff across operations, gaming, food service, security, cleaning and administration.

The vending requirement wasn't just "put some machines in" - it needed to:

• Operate alongside Star City's (The Star Sydney) extensive food and beverage offering without competing with it.
• Service back-of-house staff across multiple shifts and locations.
• Required coffee machines on the main gaming floor that also dispensed post mix.
• Integrate with Star City's customer loyalty system - patrons could earn and redeem loyalty value through vending transactions.
• Meet the security, audit and access requirements of a major regulated venue.
• Run reliably enough that downtime didn't affect patron experience.

What we built

Working closely with Star City's operations and IT teams, we designed a vending solution that integrated with their loyalty platform - a level of customisation rarely seen in vending. The work required deep collaboration between our respective IT teams to make the loyalty integration reliable, auditable and aligned with Star City's service standards.

Beyond the technology, the everyday service operations had to scale to a 24/7 environment: machine placement decisions were coordinated with venue operations, restocking was timed around security and access windows, and our service staff went through the same site induction processes as any other ongoing contractor at the venue.

Why it worked

In Star City's words: "they have been a passionate supplier who works hard to deliver the desired outcomes of Star City. The customised vending solution is closely linked with the customer loyalty system that Star City operates. Due to the complex nature of this requirement, close co-operation between our respective IT teams has been required in order to deliver this customised solution to our high standards."

The takeaway: complex venues need vending suppliers who can engineer custom solutions, not just install standard machines.

Case Study 2: Toyota Motor Corporation Australia

The challenge

Toyota Motor Corporation Australia's operations include corporate offices, distribution facilities and operational sites with very different vending needs at each. A corporate office wants light meals and snacks at lunch peaks. A distribution facility runs 24/7 shifts needing substantial food. Maintenance and service teams need machines that are reliably stocked at unusual hours.

Toyota's requirements emphasised:

• Reliability - machines that simply work, every shift, every day.
• Honesty in the supplier relationship - clear communication, fair pricing, no surprises.
• Round-the-clock service capability for sites that don't stop.
• A modern, branded customer experience matching Toyota's broader standards.

What we built

Multiple machines across different Toyota sites, configured for the specific needs of each. Corporate-office machines focused on healthy options and brand variety. Operational-site machines geared toward substantial product and shift-worker volumes. Service schedules tailored to each location's working patterns.

Every machine ran modern cashless payment, with Nayax telemetry feeding back data so service responses could anticipate need rather than react to complaints.

Why it worked

In Toyota's words: "Custom Vending have provided us with outstanding and prompt service and provide the latest in technology. Machines are serviced and filled around the clock and the customer focus and service is forthright and honest."

The takeaway: large corporate clients aren't looking for the cheapest vending - they're looking for honesty, reliability and modern technology. Get those right and the relationship becomes long-term.

Common threads across both

Looking at both partnerships, the things that mattered to the client were almost identical:

• Reliability - machines that work consistently, every shift, every day.
• Modern technology - cashless payment, telemetry, auto-refunds.
• Honest supplier relationships - no hidden costs, no surprises, no overpromising.
• Direct-employed service staff - not subcontractors.
• Willingness to customise - to the venue's technology, schedule, security and product needs.

These aren't unique to Star City or Toyota. Every Sydney workplace, school, club or healthcare site cares about the same things - even if the scale is different.

What this means if you're evaluating a vending supplier

Ask any vending supplier you're considering:

• Can you give me references in a similar industry or scale?
• Have you built any custom solutions for clients with unusual requirements?
• How do you handle 24/7 or shift-work operations?
• What's your longest-running client relationship?

The answers tell you whether you're looking at a supplier who can grow with you, or one who'll just drop a machine and disappear.

Talk to us about your site

Whether you're a major corporate, a regulated venue, a 24/7 operation or a smaller workplace looking for the same level of service, we can build a vending solution that fits. Call Custom Vending on 02 9542 7522 or use our contact form.