Starbucks

Building Better Moments for Starbucks Customers

Challenge

Starbucks is one of the world’s leading food manufacturers, retailer and ecommerce companies. Over the last thirty years, it has grown from a single outlet in Seattle’s Pike Place Market to 30,000 locations in 77 countries. This international growth produced a series of technology, process and user experience inconsistencies though. As the company matures, the challenge has been to optimize the digital experience for everyone, both customers and employees (called Partners). ​

Solution

Starbucks chose Tahzoo to help them advance their digital transformation.  It started with the design, development and deployment of a global content hub featuring the SDL Tridion CMS. Tridion enabled Starbucks to publish centrally sourced and managed content to any store, any location and on any device. These included the Starbucks IoT-based features in-store and most importantly, the Starbucks Rewards app, responsible for billions of dollars in ecommerce revenue each year. ​

Additionally, Starbucks partnered with Tahzoo to conduct a worldwide assessment of all their MarTech systems and processes, with the goal of optimizing the number of system solutions. We made recommendations to streamline processes and support while enabling the global sharing and reuse of Starbucks content and assets. ​

After the successful MarTech engagements, Starbucks worked with Tahzoo to design, develop and deploy a new Partner Knowledge Portal to revolutionize the way individual employees (Partners) at all levels in the organization could access the content they needed to do their job.

Results

Within the first year of the engagement, Tahzoo was able to architect and implement the first phase of a global content hub, centered on a new Content Management (CMS) solution from SDL. We launched a new set of content governance, workflow and process flows. With these new publishing capabilities in place, Starbucks was able to initiate a series of customer experience programs to optimize and enhance their consumer’s digital experience, drive brand and provide for brand compliance worldwide. They then launched a new Partner Portal, revolutionizing the relationship between Partner (employee) and Starbucks worldwide. ​

Global Experience.

Global Team.

Global Solutions.

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