About Our Client
Our client is one of the world’s largest and most recognizable international coffeehouse chains, known for its commitment to quality, customer loyalty, and innovation. Operating in dozens of markets globally, the brand sought to elevate its digital engagement strategy and maintain consistent, high-quality customer experiences across multiple countries.
To lead this digital transformation, the client partnered with Kyanon Digital as their primary technology vendor, with a mission to roll out enhanced digital capabilities across five key markets: Singapore, New Zealand, Hong Kong, Vietnam, and Cambodia.
Challenge
The client faced the challenge of unifying and modernizing its digital ecosystem across diverse regional markets while maintaining a seamless and branded customer experience. Key challenges included:
- Fragmented systems for rewards, ordering, and payment, leading to inconsistent customer journeys.
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A need for personalized experiences to build loyalty and encourage repeat engagement.
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Limited integration between online and offline customer interactions.
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The complexity of deploying a scalable solution across multiple countries, each with unique market conditions, preferences, and technological infrastructure.
The objective was to build a centralized yet customizable platform that would support efficient operations, personalized marketing, and a frictionless customer experience across all touchpoints.
Solution
To address these challenges, Kyanon Digital implemented a comprehensive digital transformation strategy focused on platform unification, customer experience, and market-specific adaptability.
1. Integrated Digital Ecosystem
Kyanon designed and developed a centralized platform that brought together key digital components into a seamless, unified system:
- A robust Customer Relationship Management (CRM) system to manage loyalty programs and customer profiles.
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A scalable e-commerce platform for handling digital orders, promotions, and transactions.
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A user-friendly mobile application that served as the customer’s all-in-one hub for rewards, payments, product browsing, and personalized offers.
This integrated digital ecosystem enabled a consistent, seamless experience across online and in-store touchpoints, empowering customers to interact with the brand effortlessly.
2. Localized Market Rollouts
Recognizing that each market had its own customer behavior, infrastructure, and growth strategies, Kyanon worked closely with the client’s regional teams to:
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Adapt the platform to fit local customer preferences and digital habits.
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Integrate with market-specific technologies and payment systems.
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Ensure compliance with regional operational and regulatory requirements.
This localized approach ensured high user adoption and allowed the platform to deliver tailored, relevant experiences in every region while maintaining global consistency.
3. Enhanced Loyalty & Engagement Features
A major focus of the transformation was on improving the rewards and engagement experience. Kyanon implemented:
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A loyalty system that enabled customers to earn Stars with every purchase—online or offline.
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A payment feature allowing customers to pay offline while earning rewards online, which could be redeemed for future digital orders.
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Personalized promotions and reward tracking through the mobile app.
These features significantly improved customer satisfaction and incentivized repeat purchases, driving deeper brand loyalty.
4. Collaborative Development & Rollout
Kyanon worked hand-in-hand with the client at both global and regional levels throughout the project:
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Conducted requirement gathering sessions and strategic workshops.
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Iterated on the design and features based on ongoing feedback.
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Ensured smooth deployment and post-launch support in all five markets.
This close collaboration ensured that the solution not only met technical goals but also aligned with the brand’s vision and regional growth strategies.
Results & Business Impact
Through a close and strategic partnership, Kyanon Digital successfully enabled one of the world’s largest coffeehouse brands to unify and elevate its digital capabilities across multiple countries. By delivering an integrated platform that combines CRM, e-commerce, and mobile app functionality, Kyanon helped the client streamline operations, strengthen customer loyalty, and create a truly omnichannel experience.
The flexible payment feature allowing customers to pay in-store while earning rewards online helped boost customer retention and encourage repeat purchases. By localizing the solution for each market, Kyanon ensured strong adoption and relevance, while also enabling the brand to scale globally with a unified system. The transformation enhanced customer engagement, improved operational efficiency, and positioned the client for long-term digital success, earning Kyanon Digital the 2023 Regional Collaboration Award in recognition of the project’s strategic impact across the region.
