Costa Coffee leverages hybrid integration for new customer loyalty experience

Costa Coffee is shifting its focus towards the digital consumer and is leveraging the powerful hybrid integration and API capabilities of MuleSoft’s Anypoint Platform to unlock data from across the organisation and build an application network to accelerate innovation and drive customer loyalty and sales.

The implementation and deployment of the platform has been carried out in partnership with Whishworks, a MuleSoft integration specialist.

Spearheading the shift are Costa’s digitally enhanced Costa Coffee Club loyalty programme and the newly launched Costa Collect feature of the Costa Club app, which enables customers to place and pay for an order from their phone and then collect it in-store.

Phil Scully, CIO at Costa Coffee commented: “For us, offering our customers a better service through a unified omnichannel, personalised, and immediate experience, is paramount. While designing a new loyalty experience for the modern, digitally savvy consumer, it became clear that our legacy infrastructure could not provide the required connectivity, flexibility and responsiveness.”

Whishworks has a long history of successful integration and data transformation projects within the consumer goods sector,worked with the Costa Coffee team to deploy MuleSoft’s Anypoint Platform taking an API-led approach to integration.

“Working closely with the Costa Coffee team and leveraging MuleSoft’s Anypoint Platform, we were able to eliminate point-to-point connections as well as multiple potential points of failure. Instead, we use API-led connectivity to integrate all the back-end systems to the different physical and digital touchpoints and introduce enhancements and innovative features not just to the Costa Club app, but across the retailer’s operation,’ commented Suman Konkumalla, Chief Strategy Officer, Whishworks.

In parallel with the loyalty and collect programmes, Whishworks has been helping Costa introduce further efficiencies using Anypoint Platform, aiming to reduce effort and errors across the organisation. Among these efficiencies are the Global Store Locator application that reduces the time needed to update shop information on the Costa website from one day to just seconds.