Guido Ingrassia, Nuova Ricambi: "Customer loyalty is built through service that goes beyond sales”

“Nuova Ricambi was founded in 1980 and over time has become a benchmark for professionals in the coffee and foodservice industries. To learn more about the brand, we spoke with Guido Ingrassia, who joined Nuova Ricambi in 2016 as Export Manager and is now Sales Director and a Partner of the company, together with Andrea Brambillasca and Marcello Zanesi.”

How did HostMilano 2025 go?

Very well. HostMilano 2025 once again confirmed itself as the most important trade fair in our sector. This year we noticed a much more attentive presence of professional operators, clearly focused on their specific needs. HostMilano is a key reference point and meeting place for all Ho.Re.Ca. professionals, and for us it represents a great chance to share ideas and opinions on new market trends and innovative products.

This year’s edition also provided the perfect setting to celebrate Nuova Ricambi 45 years of activity serving coffee and foodservice specialists. On this occasion, we presented our latest innovations and announced a new digital identity. Our website has been enhanced in terms of graphics, content and user experience. The new platform, launching soon, will offer smoother navigation, a modern design and easier access to all product information. The goal is to provide customers with an even more effective, accessible and intuitive browsing experience, fully in line with today’s standards.

We understand that, alongside Mr. Zanesi, two new partners have joined the company, one of whom is yourself.

In 2021, two new figures joined the top management of Nuova Ricambi, working alongside Marcello Zanesi in the demanding task of leading the company toward its set goals and achieving new successes: Andrea Brambillasca (who joined NR 20 years ago as a warehouse worker and is now our Purchasing Manager and a partner of Nuova Ricambi) and Guido Ingrassia (who joined Nuova Ricambi in 2016 as Export Manager and is now our Sales Director and a partner of Nuova Ricambi).

“I thank Mr. Zanesi for placing his trust in me; for me it has been a great opportunity. Nuova Ricambi is my second family,” says Guido.

“Since 2004, I have had the privilege of growing professionally at Nuova Ricambi, a journey made possible by the trust and teachings of Mr. Zanesi. I took on this new and stimulating challenge with great motivation, and the chance that followed represents a further step forward and a source of deep pride,” comments Andrea.

In Nuova Ricambi’s warehouses there are not only coffee spare parts, but also Ho.Re.Ca., professional kitchen and washing components.

Yes, exactly. In 2019 we acquired SM Commerciale, based in Cesena, a company with a solid reputation in the national market for the distribution of original and compatible spare parts for professional kitchens, washing and commercial refrigeration, as well as manufacturers of custom-made gaskets for refrigeration.

Nuova Ricambi and Nuova SM Commerciale therefore position themselves as a single point of reference for national and international distribution of spare parts and products for the entire Ho.Re.Ca. world, working in close synergy one with each other.

It all began 45 years ago with the launch of the exclusive warehouse for Faema.

In 1978 Mr. Marcellino Zanesi and Ermanno Marzetti began managing Nuova Faema spare parts warehouse in Via Roma in Carugate, later expanding distribution to include components from the main espresso machine manufacturers. Nuova Ricambi was founded in 1980 and, in the early 1990s, the company moved its headquarters to the current location in Via dei Mille in Carugate. Our current technician, Francesco Maggioni, joined in 1982 as a warehouse worker, collaborating directly with Mr. Zanesi and Mr. Marzetti. Today, Francesco still works at Nuova Ricambi as a technical reference point for internal and external collaborators and for all our customers.

Since 2009 you have been the exclusive distributor for La Marzocco.

Yes, we handle the general distribution of all their original spare parts to all their branches and distributors.
La Marzocco is a historic and important partner for us; we always work in full synergy with them on all requirements and new developments.

One of Nuova Ricambi key features is its internationalization, with a historic branch in the UK as well as operations in the United States, Australia, New Zealand, Venezuela, China and Taiwan.

The internationalization of NR took place under the guidance of Mr. Zanesi’s son, Marcello, who officially became CEO in 2007: thanks to him, the company began expanding globally.

Nuova Ricambi internationalization is not just a geographic growth, but a journey based on solid values:

• Uncompromising quality, as an expression of Italian craftsmanship excellence.
• Service and proximity, to remain close to customers and local partners.
• Continuous innovation, to anticipate the needs of an ever-evolving sector.

Each branch is established with the aim of responding to the specific needs of the local market, offering technical, logistical and commercial support with the same level of care that has always distinguished us. Our goal remains unchanged: to bring Italian technical know-how wherever there is a passion for coffee and professional hospitality.
Wherever there is a love for coffee and Italian culture, there is Nuova Ricambi.

Since 2019 you have also implemented automation with vertical warehouses.

The company’s growth over the years has led Nuova Ricambi to continuously refine its service. Starting in 2008, improvements and expansions were made, including the installation of the first two automated vertical warehouses.
The warehouse modernization project was completed in 2019 with the addition of five more modules operating through an innovative IT system, which optimizes picking times and keeps our web shop updated in real time. Thanks to these advanced technologies, delivery times have been reduced to 24 hours within Italy and 48 hours abroad, while maximizing productivity, reducing space requirements and minimizing movements.

Which role do spare parts for professional coffee machines play in your overall global turnover?

Nuova Ricambi was founded as a distributor of components for the main espresso machine manufacturers; therefore, the sale of these spare parts represents the core pillar of our business, accounting for approximately 70% of our global turnover.
This segment not only generates the largest share of revenue but also plays a strategic role in future growth, as it allows us to ensure operational continuity for our customers, strengthen long-term relationships and develop technical services and added value that will support the company’s evolution and diversification in the upcoming years.

Since 2019, our turnover has shown a steady upward trend, with the sole exception of a slight decline in 2020 due to the impact of COVID-19 restrictions. This downturn was temporary and followed by a rapid and solid recovery, leading us to record revenue of €25.06 million last year—a figure we aim to further improve by the end of 2025.

From Carugate headquarters, where 40 employees work, spare parts are also shipped for Ho.Re.Ca. and professional washing.

Certainly. Our Carugate warehouse allows us to stock a wide range of spare parts to meet all customer needs. Since Nuova SM Commerciale has been working in close synergy with us, we also rely on its warehouse in Cesena to manage direct distribution to Technical Service Centers and Professional Repairers, further improving demand management and operational efficiency.

Among your many initiatives, you set up a museum of professional coffee machines. Which are the standout pieces on display?

The museum was launched in 2017 at the initiative and wish of Mr. Marcello Zanesi, the company’s owner. A long-time enthusiast of antique lever machines, over the years he has collected and preserved numerous examples, transforming a personal passion into a shared cultural project.

The collection was created to preserve and enhance the historical memory of the coffee world and its machinery, retracing their mechanics and the different manufacturing processes developed over the years.

Visitors can admire a significant selection of carefully restored vintage coffee machines, including historic Faema models such as President with reserve group (1960), E64 (1964), and Marte (1950s–60s); Gaggia models such as Internazionale and America (1950s–60s) and Orione (1970); Cimbali machines such as Rondine (1950s–60s) and Granluce (1980); as well as the prestigious La Pavoni Concorso “Diamante” (1950s–60s). The collection is completed by a machine of unknown origin but extraordinary beauty, a testament to the charm and variety of design from that era.

Alongside the original machines, the exhibition also includes a selection of books, photographs and historical documents that tell the company’s evolution over time, tracing its history and identity through people, stories and meaningful materials. The museum thus becomes not only an exhibition space, but also a place of memory and storytelling, capable of linking the past to the present and conveying the values on which Nuova Ricambi has built its journey.

How does a visit to your museum take place?

It often happens that customers and suppliers visit our headquarters to discuss new proposals, collaborations and strategies. On these occasions, we take them to our Vintage Espresso Machine Museum, allowing them to relive the passion of our owner through the collection of authentic lever machines.

We firmly believe that building relationships with customers and suppliers that go beyond the buying and selling process is the key to our success. Anyone who works with us becomes an integral part of our history, vision and passion. Creating a bond of mutual trust that grows with every positive experience is essential: it means transforming a commercial relationship into a partnership, where today’s satisfaction becomes the foundation for tomorrow’s collaboration.

At Nuova Ricambi, we believe that customer loyalty stems from authentic relationships and service that goes beyond sales. Ensuring continuity, spare parts availability and constant technical support means offering long-term reliability—the true secret ingredient for a successful business in the world of coffee and professional hospitality.