Case Study: Costa Coffee achieves omnichannel customer loyalty with WHISHWORKS

Costa Coffee - Customer Case Study

Costa Coffee, the UK’s largest coffee shop chain and one of the world’s biggest, wanted to improve customer loyalty and sales through its Costa Coffee Club, but its mix of legacy on-premise systems and SaaS applications created siloed data and prevented a seamless experience across digital and physical channels. WHISHWORKS was brought in, using MuleSoft’s Anypoint Platform, to help unify Costa’s customer and CRM environment.

WHISHWORKS implemented an API-led integration strategy with Anypoint Platform, CloudHub, Mule 3.0, and DataWeave to connect back-end and front-end systems, consolidate customer profiles, and provide a 360-degree view of customer activity. This enabled real-time campaign tracking, more personalized offers, loyalty card use across devices, and click-and-collect ordering with instant POS updates and automatic loyalty rewards, boosting omnichannel experiences and customer loyalty.

Costa Coffee

Phil Scully

Costa Coffee