Coffee goes Digital

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Enriching the customer experience - presenting orders via app, direct to the store.

Mobile ordering is now available at over 500 Costa Coffee stores nationwide. Costa Coffee has successfully achieved it's customer-related objectives, whilst also bringing about a marked increase in sales.

Objective

Costa Coffee’s overriding business objective is to be the world’s number one coffee shop brand, and they want to achieve this with a personal touch. A perfect fit with this vision was to enable customers to pre-order from the Costa Coffee app, with their order ready and waiting for them when they arrive in the store.

Solution

Computacenter invited Costa Coffee to their Customer Experience Center at Hatfield, to demonstrate the technology that Costa were considering and provide a practical market overview. The demonstration included a tailored version of Costa’s coffee-ordering app with output displayed on multiple device types. Costa Coffee were then able to select the best fit, and Computacenter delivered Kitchen Display Screens to 500 Costa Coffee stores.

Outcome

Mobile ordering is now available at over 500 Costa Coffee stores nationwide – a hundred more stores than originally targeted. Using the Costa Coffee app, customers are now able to place and pay for an order at a nearby Costa Coffee store, direct from their phone or tablet, and then collect the order in-store. This is enabled by the app link to Costa Coffee's e-commerce system, which then re-directs orders to the new kitchen display screens. In delivering this new and cost-effective system, Costa Coffee has successfully achieved its customer-related objectives, whilst also bringing about a marked increase in sales.

We needed a partner who understood our technological and operational needs, but who could also offer industry insight to support us in making the right decision.

Peter Harvey - Senior IT Programme Manager, Costa Coffee

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