Success Story
About the Client
The client is a renowned European coffee chain headquartered in Sweden, with cafes across Denmark, Finland, Germany, Norway, and beyond. Established in the late 1990s, the brand has grown into a favorite destination for coffee enthusiasts worldwide. It offers premium coffee, beverages, food, and handmade pastries, crafted to order using high-quality Swedish ingredients, for in-store collection and nationwide delivery.
Business Situation & Requirements
The client, a reputed cafe chain with high customer footfall, relied on a legacy CRM with poor usability, limited scalability, and minimal customization. This restricted operational efficiency and made it difficult to launch customer engagement initiatives like loyalty programs, rewards, or personalized interaction. They also lacked a centralized system to manage customer data, orders, inventory, feedback, and overall business processes effectively.
To overcome these challenges, the client chose Salesforce to digitalize the customer journey. Salesforce enables centralized data management, automation of invoicing and order tracking, and a 360-degree customer view. It also supports loyalty programs, improved customer retention and acquisition, and streamlined inventory, billing, and feedback management for enhanced customer experience.
Key Requirements:
Conduct detailed discovery sessions to map current processes, uncover gaps, and define a scalable Salesforce architecture aligned with business growth objectives.
Design and implement a smart Salesforce system to securely capture, store, and manage comprehensive customer and contact information.
Develop an intelligent order management module with auto-generated order numbers, real-time status tracking, and source identification.
Streamline invoicing through automated invoice generation, discount calculations, and seamless linkage to customer records within Salesforce.
Implement a structured feedback management system connecting invoices with customer ratings and experience insights.
Build a secure, cloud-based Salesforce platform enabling real-time access, team collaboration, and efficient sales opportunity management.
Solutions
Unthinkable began with a detailed discovery and architecture planning phase, defining a scalable Salesforce blueprint aligned with business goals. The roadmap ensured performance, GDPR compliance, and secure customer data management across operations.
Leveraging Salesforce cloud capabilities, Unthinkable built a centralized Salesforce ecosystem unifying customer, sales, and store data. Automation streamlined orders and inventory, reduced overheads, and delivered real-time insights to enhance efficiency and customer experience.
Centralized Customer & Sales Management
- Unified customer and sales data into one centralized Salesforce platform.
- Enabled real-time visibility into customer activity and sales performance.
- Provided quick access to complete customer records across stores.
- Eliminated data silos and improved decision-making for store managers.
Intelligent Workflow Automation
- Automated email alerts for new customers, orders, and delivery updates within Salesforce.
- Shared personalized feedback links after order completion.
- Reduced manual administrative workload across daily operations.
- Improved operational efficiency through automated Salesforce workflows and processes.
Personalized Engagement & Loyalty Enablement
- Sent automated birthday offers to encourage store visits.
- Notified customers when their orders were ready for pickup.
- Enabled targeted communication for improved customer engagement.
- Increased repeat purchases and strengthened long-term customer loyalty.
Scalable Cloud Infrastructure & Social Integration
- Built on a secure Salesforce cloud platform with automatic updates.
- Enabled seamless social media integrations for promotions.
- Reduced IT infrastructure maintenance and operational costs.
- Allowed teams to focus more on innovation and business growth.
The Impact
Unthinkable deployed Salesforce across 1,200+ coffee shops, enabling management of over 1M daily orders with full visibility. Digitized workflows streamlined billing, communication, and operations, delivering a 67% efficiency improvement.
Automated notifications and personalized birthday offers boosted engagement, while integrated feedback provided actionable insights. Enhanced agility and data-driven decisions helped double sales within one month, achieving exceptional customer satisfaction at scale.
1200+
Coffee Shops
1M+
Orders A Day
67%
Increase In Efficiency
