Case Study: Global Coffee Company boosts drive-thru revenue with Concentrix

Global Coffee Company Redesigns its Drive-Thru Customer Experience

Concentrix worked with Global Coffee Company, a purveyor of coffee with thousands of retail stores, to redesign its drive-thru customer experience. The challenge was to improve a highly competitive channel where speed of service was the top customer priority, while still supporting the convenience, ease of use, and personalization customers expected.

Concentrix developed the overall business strategy, customer scenarios, and functional requirements for the new drive-thru experience, then partnered with the client’s IT team on technical specs, hardware and software selection, and pilot testing. The solution added centralized menu-board management, drive-thru analytics, and loyalty payment integration, helping drive a 20% lift in average ticket and $400 million in new revenue, along with an improved customer experience.