TABLE OF CONTENT

About the Client

The client is one of Europe’s largest coffee chains, headquartered in Sweden, with locations across Denmark, Finland, Germany, and Norway. Since its inception in the late 90s, it has become a go-to destination for coffee and food lovers. The brand offers an extensive selection of beverages, baked goods, and food for takeaway and nationwide delivery. To enhance customer experience, manage operations efficiently, and introduce loyalty programs, the client sought a technology-driven solution to digitalize its sales and customer journey.

Business Situation

The coffee chain faced multiple challenges in streamlining its customer experience and internal operations:

Legacy CRM Limitations: The existing CRM had an outdated interface and lacked intuitive navigation.
Scalability Issues: The system couldn’t accommodate business expansion and process customization.
Lack of Loyalty Programs: No system in place for rewarding or engaging repeat customers.
Manual & Inefficient Order Management: Order processing, invoicing, and tracking required significant manual effort.
Limited Customer Insights: No centralized system to store customer preferences and purchase history.
Lack of Automation: The absence of automated notifications and workflows delayed key processes.

The Solution

Unthinkable developed a highly scalable and automated Salesforce CRM platform tailored to the client’s needs. The new CRM streamlined order management, automated repetitive tasks, and enabled personalized customer engagement.

Our team designed a cloud-based CRM that centralized all customer and order data, ensuring real-time tracking and enhanced sales insights. Automated workflows improved efficiency, sending instant notifications for order updates, birthdays, and promotional discounts. Loyalty programs were integrated, rewarding customers for their repeat purchases. The CRM also provided in-depth analytics, allowing the coffee chain to track business performance and customer preferences effectively.

Centralized Customer Data: Stored and managed all customer interactions and purchase history.
Automated Order Tracking: Enabled real-time updates on order status from placement to delivery.
Personalized Engagement: Sent birthday discounts and promotional offers automatically.
Loyalty Program Integration: Rewarded repeat customers to boost retention and brand loyalty.
Cloud-Based Scalability: Ensured flexibility and seamless expansion with no infrastructure limitations.
Enhanced Reporting & Analytics: Provided insights into sales, customer preferences, and operational performance.

The Impact

The implementation of the Salesforce CRM revolutionized the client’s operations and customer interactions. The platform enabled seamless order management, reducing manual effort and human errors. Automated customer engagement boosted retention, with personalized emails and loyalty programs driving repeat visits. The shift to a cloud-based infrastructure enhanced scalability, allowing the client to adapt as the business grew. Within just a month of deployment, the client doubled its sales, improved customer experience, and significantly enhanced operational efficiency.

Conclusion

By implementing a smart and scalable Salesforce CRM, Unthinkable empowered the coffee chain to streamline operations, automate key processes, and enhance customer relationships. The system provided valuable insights into customer preferences, enabling personalized marketing strategies and improving brand loyalty. The digital transformation positioned the client as a leader in delivering an elite customer experience, reinforcing its reputation across Europe. As the business expands, the CRM solution continues to evolve, ensuring sustained growth and customer satisfaction.