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Adaptability, Loyalty, and Great Coffee

Bean Around the World, a BC-based warehouse roastery with 21 branded cafés, sought a centralized loyalty solution to replace their outdated punch cards. Since adopting Ackroo’s loyalty program, they've experienced smoother operations and a 44% year-over-year customer growth rate.

13+

years using Ackroo loyalty

63k

cards in circulation

44%

YoY customer growth rate
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Company Description

For over 30 years, BC-based warehouse roastery Bean Around the World has roasted coffee for a multitude of retail locations. 21 of their branded cafés are using the Ackroo gift & loyalty program.

  • Headquarters: Vancouver, BC
  • Founded: 1990
  • Industry: Hospitality
  • Locations: 27
  • Employees: 300+
quote-icon

We feel fortunate that Ackroo was able to accommodate separate virtual wallets for people to earn loyalty in different locations, and use it anywhere.

Nicole Topic

Promotions Manager

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The Challenge

Punch-style loyalty cards were the norm for a lot of cafés before digital, data-driven loyalty programs gained steam. As they grew, Bean Around the World (BATW) was finding frustration and friction with redemption and reconciliation, which impacted customer experience across their locations. The need for a central program management system became more and more apparent, leading the team to look into what options were available for their business configuration.

Key Goals

Allow earning & redeeming across all participating BATW locations

Make reporting & reconciliation easy

Partner with a company that understood the needs of BATW’s business model & could meet them with flexibility

Reward regularly returning customers

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The Solution

What made Ackroo’s loyalty program offering stand out from other providers BATW considered was its adaptability. BATW’s structure proved somewhat complicated for other companies to accommodate, but Ackroo’s flexibility and willingness to work with them to set up an appropriate customization of the platform made the difference. BATW signed up with confidence and excitement.

Once users got the hang of the switch from punch cards to physical (digitally supported) cards, the program was happily adopted! Going digital is “definitely the way of the world today”, says Nicole, and by making efforts to keep up their modernity, BATW has seen an improvement in the workings of the system.

BATW switched to a Clover system (provided by Fiserv) to improve their payment operations. A big selling point was the scanning feature of the device. 

The integration has made a huge difference in eliminating time-consuming steps!

The Impact

Nicole tells us that their experience with the program has “all been very positive and user-friendly!”. The Clover-Ackroo direct integration has also greatly increased program usage and encouraged customer engagement.

BATW’s mobile app, launched in September 2021, has been an excellent support and source of promotion for the loyalty program.

What’s next? The BATW team wants to increase awareness and sign-ups, especially within the younger demographic. The popular UBC location is promising - many have asked for preloaded cards!
quote-icon

Back in the day, it was all punch cards for coffee houses. It became tricky with independently owned & operated stores — we needed something that could be centrally managed and reconciled across all locations.

Nicole Topic

Promotions Manager

The Results

Headphones

45

Average # of Return Visits Per Member a Year

vs Non-Members: 35
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26, 394

Total Visits a Year by Loyalty Members
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$9.04

Average Spend on Visits by Members

increasing at a rate of 11% YoY
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40%

Registration Increase Post Mobile App Add
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510

Average New Sign-Ups Per Year

 

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