Success Story with Antsomi CDP 365
ZUS Coffee Elevates Customer Engagement
with Antsomi CDP 365
Overview
ZUS Coffee, a leading coffee chain in Malaysia with over 700 stores nationwide, embarked on a journey to enhance its customer engagement and personalization strategy. By leveraging on Antsomi CDP 365, ZUS Coffee transformed its customer engagement approach with a 360- degree customer view to drive data-driven marketing initiatives.
About ZUS Coffee
At the heart of ZUS Coffee, our mission is to bring specialty coffee inherently seen as expensive – to the local community at an affordable
price. We strive to understand what coffee means to you and commit ourselves to delivering greater convenience and accessibility for
the community. At every touchpoint, we aim to deliver the best ZUS Coffee experience to ensure that ZUS Coffee is always a Necessity,
not a Luxury. More info on https://zuscoffee.com
The Challenges
As ZUS Coffee continued to expand, it faced several challenges:
- Understanding customer preferences and behaviors across multiple touchpoints.
- Delivering targeted promotions and personalized offers to different customer segments.
- Automating voucher distribution while ensuring timely reminders for unredeemed offers.
- Gaining deep business insights from marketing attribution to transaction data to optimize marketing strategies.
- Integrating with the relevant data sources to enhance audience targeting.
- Improving app experience with personalized recommendations
The Solutions
With Antsomi CDP 365, ZUS Coffee implemented a data-driven approach to customer engagement,significantly improving personalization and operational efficiency.
1. Targeted Voucher & Promo Distribution
ZUS Coffee leveraged CDP 365 to push vouchers and promotional offers directly to customer inboxes. By utilizing the CDP’s advanced segmentation capabilities, ZUS Coffee effectively tailored vouchers for relevant customer groups, maximizing campaign effectiveness.
2. Automated Campaign Execution & Reminders
The automation capabilities of CDP 365 enabled seamless voucher distribution, ensuring customers received timely offers. Furthermore, orchestration features facilitated automated reminders via app push notifications and emails, encouraging customers to redeem their offers and complete transactions.
3. Comprehensive Business Insights & Reporting
ZUS Coffee gained valuable insights through CDP 365’s extensive reporting capabilities. The platform provided an Online to Offline (O2O) marketing breakdown of different performance attribution models at the transaction, SKU, campaign and customer levels, empowering data-driven decision-making to optimize marketing strategies.
4. Enhanced Audience Targeting with Data Integration
CDP 365’s integration with ZUS’ multiple data sources enabled ZUS Coffee to refine audience segmentation and reach a more relevant customer base, further improving campaign effectiveness.
5. Personalized App Experience
To elevate the digital experience, ZUS Coffee integrated a personalized widget within its app using CDP 365. This feature delivered tailored recommendations and offers, enriching the customer experience and driving higher engagement.
6. Predictive Analytics with AI Segments
Leveraging ZUS Coffee’s first-party data to train an AI model for the predictive segmentation of coffee lovers, Antsomi CDP 365 categorised the customers into different groups using RFM (Recency, Frequency, Monetary) analysis, alongside coffee-related interests and behaviors. This approach enabled ZUS Coffee to personalize communications with their customers, resulting in highly targeted marketing execution that could optimize customer engagement and resource allocation.
The Results
From 2023 to 2024, the activation driven by Antsomi CDP 365 increased by 3X of converted customers, 6X of transactions, and 6X of revenue by delivering personalised messages via targeted campaigns
The personalized campaign leveraging Antsomi CDP 365 and GenAI-driven creatives uplifted 21% of the revenue of the segmented group of coffee drinkers in the last 30 days vs. the control group
The AI segmentation model output by Antsomi CDP 365 enabled ZUS Coffee’s marketing team to implement more targeted strategies for their segmented group of coffee drinkers. By segmenting customers based on similar behaviors and purchasing patterns, ZUS Coffee can tailor their marketing efforts more effectively from 5%-20% vs the control group, enhancing engagement with each segment
We started using Antsomi CDP 365 in early 2023 when we had less than 200 stores nationwide. To date, we have grown to more than 700+ stores in Malaysia, and Antsomi CDP365 plays a crucial role in helping us serve our customers with targeted and tailored-made messages after understanding what consumers really seek leveraging on Antsomi’s customer data platform. We are proud to provide our customers with such a personalized experience, and we’re happy to have Antsomi CDP 365 as a partner on this journey.
Stephy Foong
Vice President, Marketing, ZUS Coffee
Summary
By adopting Antsomi CDP 365, ZUS Coffee successfully enhanced its customer engagement strategies, leveraging data to deliver hyper-personalized experiences. ZUS Coffee’s collaboration with Antsomi and the integration of CDP 365 improved their marketing efficiency and provided deep insights that fueled their business growth.