Harris+Hoole

Case Study: Pureprofile technology drives the
award-winning Harris+Hoole app.

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The challenge:
Revolutionise the in-store coffee experience through personalisation

Harris+Hoole, a small chain of artisan coffee shops had expansion plans to rival Starbucks by bringing the latest barista methods and cutting edge technology to shake up the stale high street coffee offering in the UK.

Using Pureprofile’s, back end technology and expertise, Harris+Hoole developed an app which allowed them to sync individual profile data to each customer device. This allowed for personalisation that was key to unlocking a great customer experience.

The Harris+Hoole app was awarded Retailer of the Year at the Payments Awards and was featured in the Top 20 Innovation of 2014 by Retail Week.

The results

Personalising the in-store experience

  • Recorded the customer's coffee selection and preferences such as beverage temperature and milk choice
  • Sped up the in-store customer experience to improve efficiency in delivery
  • Enhanced the in-store experience through design and customer flow
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Powerful relationship marketing

  • Ability to see valuable individual views of their most engaged customers
  • Tracked metrics on check ins, order trends and preferences
  • Used a single view to reward loyal customers
  • Delivered customised marketing messages
  • Delivered customer data in a way that created actionable insights

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Real-time data to the right person at the right time.

Harris+Hoole have been impressed by the intelligence of the system in being able to deliver the right real-time data to the right person and right device, at the right time. This will be rolled-out to all store locations across the UK to enable actionable insights at the local level.

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