Founded in London in 1971, Costa Coffee is the second-largest coffee shop chain in the world and the largest within the UK. With nearly 50 years of coffee experience, Costa has over 3,800 stores across 32 countries and employs nearly 20,000 team members. Costa is growing worldwide, and as a total coffee company, Costa is providing customers the chance to enjoy a Costa coffee, whatever the occasion, whether that’s in-store, via a Costa Express machine or at-home or on-the-go. Though acquired by the Coca-Cola Company in 2019, Costa is headquartered in Dunstable, UK.
Before its collaboration with Comarch began, Costa Coffee had been using a third-party legacy system for running its customer engagement operations. No longer satisfied with the scope of functionalities it offered, Costa was deliberate in finding a loyalty management technology provider whose system would make it possible to create immersive loyalty programs and customize them to the company’s needs. Costa’s intention was to push past the limits set by traditional loyalty management platforms and incorporate the latest customer engagement techniques to build stronger relationships with its clients. This is where Comarch enters the conversation.
At this point, Costa Coffee is using three core Comarch solutions to improve its business performance: Loyalty Management, Campaign Management, and Business Intelligence.
As for our plans for the future, we’re currently discussing the implementation of the latest artificial intelligence and machine learning mechanisms that can help Costa identify individual patterns in customers’ behavior and provide offers that are in line with their customers’ preferences.