 |  Evan and Neil at Nortys |
Located in the heart of Rosebud in the Mornington Peninsula, Nortys is a family-run café led by father-and-son team Neil and Evan Despotellis. Known for their fresh food, warm hospitality, and dedication to quality coffee, Nortys has quickly become a local favourite.
A few months after opening, the team made a bold decision: instead of relying on a traditional coffee setup, they invested in a Caye Smart X automated commercial machine from Pelican Rouge. Only weeks later—driven by booming demand and impressive performance—they purchased a second Smart X.
Today, Nortys runs both machines simultaneously, operated by just one staff member, and serves more customers faster and more consistently than ever before.
In this interview-style case study, Neil and Evan share their experience, results, and insights into how automation has reshaped their growing café.
Coffee Sales & Business Growth
Q: Since introducing the Caye Smart X machines, what changes have you seen in your daily turnover and coffee sales?
Neil:
“We saw an immediate uplift. Our coffee sales increased by at least 50%, and the biggest driver has been consistency. Being a new business, building trust with customers is everything. People come back when they know their coffee is going to be exactly the same every time, regardless of which staff member is on. The Smart X delivers that level of consistency, and that’s helped us grow quickly.”
Neil explained that before investing in the Smart X, maintaining consistency with different baristas was a challenge typical of any young café. The shift to automated precision solved that problem almost overnight, allowing customers to experience the Nortys blend just as it was intended, cup after cup.
Customer Experience
Q: How has the switch to the Caye Smart X impacted your customers’ experience—particularly around speed, consistency, and satisfaction?
Neil:
“Speed is at least double what we used to manage on a traditional setup. During peak hours, we can get a latte out in under five minutes, and most of the time it’s even quicker. The consistency has been perfect—every single cup. Even my coffee supplier, Berardo Coffee, is impressed with the extraction quality and the coffee experience we’re delivering.”
With the Smart X, Nortys not only keeps up with busy periods but exceeds customer expectations for speed and quality. Regulars have taken notice, and new customers quickly become repeat customers thanks to the reliability of every cup served.
Busy Cafe in Melbourne with CAYE machines
Workflow & Efficiency
Q: In what ways has the new setup improved your workflow during busy periods compared to your previous traditional machine?
Evan:
“During rushes, I only need one person on the machines instead of two. That’s a huge difference. Because the Smart X can run in a ‘two-step’ mode, we can produce two coffees at the same time, while also stretching milk using the advanced milk system. Quality and speed stay high, even with one staff member handling everything.”
This new workflow—powered by two Smart X machines—allows Nortys to maintain a high output without crowding the workspace or overloading staff.
With two units operating side by side, each capable of dual coffee production, the café can handle peak demand seamlessly, even during busy weekend mornings.
Reduced Reliance on Skilled Baristas
Q: Has the Caye Smart X reduced the need for highly trained baristas? What impact has that had on staffing, training, and operational reliability?
Neil:
“Absolutely. I can train someone with zero barista experience in about two hours, and they’re able to make complex coffees right away. The machine handles consistency, so staff don’t need years of training. It’s fast, it’s simple, and it works.”
Before switching to Caye, Nortys had invested in a top-of-the-line traditional machine from another manufacturer. But that machine turned into a setback.
Neil:
“We had problems for five months straight. It couldn’t perform under pressure. We ended up returning it. That’s when we met the Pelican Rouge team and tried the Caye. We bought one straight away.”
A month later—after experiencing a spike in demand and flawless performance—they purchased their second Caye Smart X.
Evan:
“Since then, we’ve had zero reliability issues. The machines run hard, six days a week, and haven’t missed a beat.”
The shift away from dependency on high-level baristas has made staffing easier, training faster, and operations more resilient.
Caye Smart X at Melbourne Cafe – Super Traditional coffee machine
Partnership With Pelican Rouge
Q: How would you describe your experience working with Pelican Rouge—from installation to ongoing support?”
Evan:
“The service has been great—always responsive. Whenever we call, someone picks up. Cleaning products and consumables arrive on time, and anytime we need help adjusting settings or trying different recipes, they walk us through it.”
When asked about installation:
Evan:
“Installation was smooth and on time. Two technicians came in, set everything up, trained us properly, and we were up and running straight away. No issues. It’s been easy ever since.”
The strong partnership with Pelican Rouge has helped Nortys transition confidently into automated coffee production while still delivering a specialty-grade product.
The Impact: Two Machines, One Staff Member, Unlimited Potential
What makes Nortys’ story especially impressive is the scale they’ve achieved in such a short time.
- Started with one Caye Smart X
- Saw an immediate 50% increase in coffee sales
- Quickly purchased a second Smart X to keep up with demand
- Now operate both machines simultaneously with just one staff member
- Deliver specialty coffee consistency without barista dependency
- Serve customers faster than with a traditional setup
- Experience zero downtime across 6 days a week
The Caye Smart X has allowed Neil and Evan to focus on what matters most—hospitality, great food, and building a loyal customer base—while the machines handle the precision required for excellent coffee.
Conclusion
Nortys’ journey is a testament to how modern automation can empower cafés to scale rapidly without sacrificing quality. By embracing the Caye Smart X, Neil and Evan transformed their workflow, doubled their output, improved customer satisfaction, and eliminated their reliance on highly trained baristas—all while maintaining specialty-level coffee standards approved by their roaster.
This is not just a story about adopting new technology—it’s a story about creating a more efficient, reliable, and customer-focused café model built for growth.
