Cafe2U's network of franchise partners serves gourmet coffee to thousands of customers across the UK. The company pride themselves on offering their customers unique welcome breaks in 'non-traditional' locations that cannot be found in the workplace; from office parks, industrial estates to community and sporting events! Cafe2U approached Red C in need of a mobile app to digitise their processes and provide customers with greater visibility and ease of use.
Cafe2U's mobile delivery service lacked visibility, making it difficult for customers to track and observe their drivers location and progress. Similarly, despite the popularity of their loyalty scheme, Cafe2U wanted to digitise their processes; offering a superior customer experience by moving away from pre-paid cards and their paper-based loyalty card scheme.
Push notifications to alert customers that their driver is 'on the way' or 'outside' as well as driver tracking via the Cafe2U mobile app provides much needed visibility to customers. Each customer has a specific QR code which the driver can scan to process pre-purchased beverages and collect stamps, as well as a digital loyalty card ensuring that there is less for the customer to worry about.
For Cafe2U, it was essential that the sense of community and interaction between drivers, customers and colleagues who congregate for a coffee break remained the fundamental part of the customer experience. We worked closely with the Cafe2U team to ensure that the system did not become too automated and that the strong sense of community remained the key element of the customer experience alongside offering greater visibility and efficiency for customers.
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