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Analytics Case Study: Standard Coffee Service Company

Analytics Case Study: Standard Coffee Service Company. Presented by: Brendan Burns Anil Cheerla Lauren Dufrene Khoivu Nguyen. Overview. One of the largest office coffee service (OCS) companies in the United States

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Analytics Case Study: Standard Coffee Service Company

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  1. Analytics Case Study: Standard Coffee Service Company Presented by: Brendan Burns Anil Cheerla Lauren Dufrene Khoivu Nguyen

  2. Overview • One of the largest office coffee service (OCS) companies in the United States • Provides total brewed beverage solutions for offices, restaurants and foodservice organizations • Annual sales of over $200 million USD • Poised for tremendous growth • Exploring new capabilities to reach new customers and deliver on the promise of excellence in customer service

  3. Brief History • Founded in 1919 by William B. Reily to sell locally created Luzianne brand coffee and teas in New Orleans. • Primary focus of the company was to provide quality coffee with excellent customer service. • Expanded to 900 routes in its service area by 1940s. • Gradually introduced new products & services – brewers, filtraton systems, IBTs for one-cup coffees.

  4. Company’s Mission

  5. National Footprint • Nationwide Delivery network – distribute coffee and tea brands, creamers, sweeteners, cups & lids, drinks, juices, mixes, brewing equipment & water filtration systems. • Nationwide Service Network - install and maintain commercial coffee and tea brewers & water filters.

  6. Products & Services

  7. Products & Services

  8. Competitors

  9. Stock Performance of Coffee Companies – 1 YR

  10. World Consumption Trends Source: http://www.ncausa.org/i4a/pages/index.cfm?pageID=727

  11. Average Cups Per Person Source: http://www.ncausa.org/i4a/pages/index.cfm?pageID=727

  12. Daily Coffee Consumption Source: http://www.ncausa.org/i4a/pages/index.cfm?pageID=727

  13. Customer Demographic

  14. Data Sources • Transactional Data • Record of daily operational transactions • ERP System • Non-Transactional Data • Internal • Customer Feedback • Route Service Representatives (RSRs) • Website • External • Third-party analytics • Vendor partnerships

  15. Current State • Finance • Analysis of sales • Marketing • Lead generation • Organizational support • Lack of high-level management support • Limited collaboration

  16. Data Analysis • Internal Analytics • Financial / Accounting • Revenue Management • Cost Management • External Analytics • Customer Relationship Management • Supplier Relationship Management

  17. Data Analysis

  18. Web Analytics • Site Audit • Structural Recommendations • Functional Requirements • Web Analytics Implementation • Budget Planning • Defined KPI Core Metrics • Redesign (Online Order, My Account, Dashboard) • Analytical Monitoring

  19. Data Potential

  20. Analytics Implementation • Inter-department Data marts • Data gathering tools • Tablets • Customer Interaction Forms • Workforce Training • Timeline

  21. Monitoring/Improvements • Creative Phase • Top-Down Support • Funding • Widespread use • Annual Review • Software Updates

  22. Questions?

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