Fujitsu innovative retail solutions improve Pacific Coffee Companycustomer experience

Fujitsu Hong Kong today announced a collaboration with Pacific Coffee Company, providing Dual-screen Point of Sale (POS) systems, Digital Signage and professional services. The technology is designed to improve the efficiency and productivity of Pacific Coffee Company's IT infrastructure, fostering customer service and long term loyalty.

Background

Since the opening of its first coffeehouse in 1992, Pacific Coffee Company has provided world-class coffee to satisfy Hong Kong's growing demand for specialty coffee beverages and now operates more than 124 outlets across Hong Kong. In 2013, Pacific Coffee Company’s POS system started to approach the end of its life cycle and could no longer satisfy business requirements. Having encountered various problems with POS terminals from previous vendors, Pacific Coffee Company was looking for a solution with stable and standardized performance as well as quality ongoing service support.

Having confidence in the brand name and heritage of Fujitsu, Pacific Coffee Company selected Fujitsu to provide a POS system to its Hong Kong outlets in May 2013.

The Solution

Fujitsu's dual-screen POS system instantly displays customer loyalty information such as card number, cash balance and points balance for consumers' easy reference, enhancing the coffee experience for loyalty programme customers. Having a dual screen at the POS is also an effective marketing tool, enabling Pacific Coffee Company to announce new promotions or surprise offers such as birthday treats and seasonal deals.

In addition to the POS, at one of Pacific Coffee Company's most popular stores in Wanchai, Fujitsu is currently conducting trials with digital signage serving as an e-Menu. Each display menu runs on digital screens controlled by thin clients and built on client/server architecture which is centrally connected to the back office. This central management frees up manpower in the coffee shop, allowing staff to focus on delivering the best customer service.

By cooperating closely with Pacific Coffee Company on its front-end POS system and the centrally run e-Menus, Fujitsu learnt more about the specific business needs and requirements of Pacific Coffee Company, while Pacific Coffee Company gained further trust and confidence in Fujitsu's service and offerings.

As a result, Fujitsu is now exploring the possibility to provide managed services for Pacific Coffee Company's application updates, maintenance and enhancement.

Results

Since the beginning of the cooperation with Pacific Coffee Company, Fujitsu has ensured quality implementation and usage of its new systems and services by providing on-site installation, maintenance that fits with Pacific Coffee Company store operation hours and technical support through a dedicated hotline.

"The convenience derived from working with a single IT vendor from front-end to back-end enables our staff to focus on improving operations to provide the best customer experience. Fujitsu's team has been dedicated to understanding our business right from the start, which translates into world-class solutions which meet our business needs," said Jonathan Somerville, Chief Operating Officer (Hong Kong & Singapore), Pacific Coffee Company.

"Our team is excited about the evolution of our relationship with Pacific Coffee Company. As a leading ICT company that truly understands the specific needs of the retail industry, we are able to provide a one-stop shop service to Pacific Coffee Company spanning its entire operations from front end to back end," said Kenneth Law, Head of Business Solutions, Applications and SI, Fujitsu Hong Kong.

To find out more about the collaboration between Fujitsu Hong Kong and the Pacific Coffee Company you can read out detailed case study here.