Scaling operations and improving customer experience in coffee retail

Kaffekapslen, an established online retailer based in Aarhus, Denmark, specializes in offering a diverse range of coffee capsules and beans to customers across Europe. The company is committed to providing an extensive selection of coffee products across multiple countries while ensuring its customers an affordable and seamless shopping experience. With ambitions to expand its operations to new markets and deliver a seamless shopping experience, Kaffekapslen faced growing technical challenges as its customer base increased. To meet these demands, the company sought a reliable partner with a strong reputation for technical excellence. They turned to UKAD, recognizing our expertise in .NET development, UI/UX design, and staff augmentation.

As Kaffekapslen expanded its operations to 22 countries, they encountered several technical and operational hurdles. Personalizing the customer experience became a priority, especially in enhancing product recommendations based on previous purchases. Additionally, there was a need to integrate various third-party systems, from Warehouse Management Systems (WMS) to Product Information Management (PIM) tools and payment gateways, into a unified ecosystem.

Reducing operational costs was another critical challenge, particularly optimizing packaging processes to minimize empty space and shipping expenses. At the same time, improving data analysis for the marketing team was vital to fine-tune advertising spend and better understand customer needs through surveys.

UKAD was brought on board to address these multifaceted challenges with a focus on scalable solutions.

UKAD deployed a dedicated team, combining .NET developers, UX/UI designers, machine learning experts, and content editors. This specialized team worked closely under Kaffekapslen management to develop and implement tailored solutions.

• Backend integration: UKAD's .NET developers integrated Kaffekapslen’s various systems — WMS, accounting software, and e-commerce CMS — into a centralized Data Warehouse, streamlining data flow between departments and boosting operational efficiency.
• Product recommendations: Our team integrated a third-party recommendation system that personalized the shopping experience, offering suggestions based on customers’ previous orders. This directly impacted customer satisfaction and increased sales.
• Operational efficiency: To support product lifecycle management, UKAD implemented a new PIM system based on Crystallize, ensuring that product information could be efficiently managed across different markets. Additionally, we optimized shipping processes, helping Kaffekapslen cut down shipping costs by minimizing empty space in packages.
• Financial automation: UKAD securely integrated Kaffekapslen’s financial systems with payment providers, automating the data flow and reducing manual workload, ensuring faster and error-free payment processing.
• UI/UX design: UKAD’s Senior UX/UI designer transformed Kaffekapslen’s platform, introducing a comprehensive design system that not only unified the visual aesthetics but also improved the user journey. Customer feedback was used to refine and perfect the design, leading to higher engagement rates.
• Marketing solutions: For personalized marketing, UKAD developed a low-code tool that allowed Kaffekapslen to engage with its customers through targeted emails in multiple languages, creating deeper connections with their audience. Furthermore, UKAD delivered a solution to craft and analyze customer surveys, providing the marketing team with actionable insights.
• Full-time content coordinator: UKAD also provided a full-time content coordinator to manage product data and ensure seamless content updates across countries. Our specialist worked closely with Kaffekapslen’s marketing team, fostering efficient collaboration and enhancing the online shopping experience. This service enabled Kaffekapslen to maintain up-to-date and accurate product information, boosting their content management capabilities.

UKAD’s partnership with Kaffekapslen led to significant improvements across the board, driving both growth and efficiency.

• International growth: The company expanded from 13 to 22 countries, supported by UKAD’s scalable solutions.
• Sales boost: The recommendation system directly contributed to higher sales through personalized customer experiences.
• Cost savings: Optimized packaging processes significantly reduced shipping expenses, improving overall cost efficiency.
• Operational efficiency: By automating key processes and integrating crucial systems, Kaffekapslen saved time and resources, allowing the team to focus on strategic growth rather than daily operational challenges.
• Enhanced user experience: The revamped UX/UI design, informed by user feedback, resulted in a more intuitive shopping journey, leading to higher user satisfaction.
• Content management efficiency: With the help of UKAD’s full-time content coordinator, Kaffekapslen's marketing and product teams collaborated more effectively, ensuring accurate and timely product updates across all markets.

UKAD’s staffing solutions proved instrumental in scaling Kaffekapslen’s operations smoothly. Our dedicated team integrated seamlessly into their workflows, ensuring all technical issues were swiftly addressed, and enabling continuous business growth. This successful collaboration underscores the importance of well-executed staffing and strategic partnerships in delivering long-term value for mid-sized businesses.

UKAD continues to collaborate with Kaffekapslen, providing ongoing technical support and staffing solutions, reinforcing the company’s ability to scale and maintain its competitive edge across Europe.