A busy cafe in the CBD serving 300-400 customers daily during weekday rush hours (7-9am, 12-2pm). They had 3 baristas and 2 servers, and phone orders were constantly disrupting counter service during peak times.
Phone Interruptions During Rush
Staff answered phone calls for takeaway orders during the busiest hours, causing delays for in-store customers.
Missing 30-40% of calls during peak times.
Catering Inquiry Chaos
Corporate catering inquiries came in via phone and email at all hours. Staff forgot to follow up, losing an estimated 3-4 catering orders monthly.
Lost catering revenue worth $200-500 per order.
No Customer Recognition
Regular customers weren't remembered. Opportunities to build relationships and loyalty were missed every day.
Missed upselling and retention opportunities.
No Loyalty Program
No system to reward regular customers or encourage repeat visits.
Lower customer lifetime value compared to competitors with loyalty programs.
We built a complete communication system that handles ordering, catering enquiries, and customer loyalty in one place.
After 90 Days
Staff stayed focused on serving in-store customers during rush periods
Automated follow-up converted enquiries that previously fell through the cracks
$2,200 from captured phone orders plus $1,600 from catering follow-ups
A meaningful slice of the regular customer base signed up in the first quarter
SMS offers brought customers back more frequently
More customers ordering full meals alongside their coffee
Phone Order System
- Set up AI voice agent to answer calls during peak hours (7-10am, 11:30am-2pm)
- Programmed menu items, prices, and common questions
- Created order confirmation system via SMS
- Set pickup time estimates (15-20 mins during rush, 8-10 mins otherwise)
- Integrated with existing POS system for order tickets
Website Chatbot for Catering
- Added chatbot to website for catering inquiries
- Programmed qualification questions (date, number of people, dietary requirements, budget)
- Set up instant SMS and email responses with catering menu PDF
- Created follow-up sequences: immediate confirmation, +24hr quote reminder, +3 day check-in
Digital Loyalty Program
- Built SMS-based loyalty system (text "JOIN" to sign up)
- Created simple point system: $1 spent = 1 point, 100 points = $10 off
- Set up automated birthday messages with special offer
- Programmed "rainy day" promotions (auto-sent when weather is bad)
Launch & Staff Training
- Trained baristas on new phone order flow
- Created QR codes at counter for loyalty sign-up
- Added "Text us" signage for takeaway orders
- Soft launched with existing regular customers