Bo's Coffee at the Philippine Women’s University (PWU)
Transforming Customer Experiences with
Self-Service Solution
Powered by LS Retail and AUB Payment Integration
Founded by Steve Benitez in 1996, Bo’s Coffee is a proud celebration of Filipino culture through showcasing the unique flavors of Philippine Coffee while delivering exceptional service and championing local businesses.
Having used LS Retail for years with great satisfaction, Bo’s Coffee continues to innovate and elevate its customer experience. Yet, as customer expectations evolve and in-store traffic grows, even the most trusted brands must confront a pressing question:
How can you deliver faster, more seamless service while maintaining the quality that customers love?
Business Case
In their quest to embrace digital transformation and elevate the in-store experience, Bo’s Coffee unveiled a game-changing addition: a sleek, self-service kiosk at their Philippine Women’s University (PWU) branch. Nestled in the heart of a bustling campus filled with students, faculty, and visitors, this location was the perfect testing ground for a bold new approach to customer service.
Backed by PASI’s expertise, LS Retail’s unified platform, and AUB’s payment integration, the kiosk is now transforming customer interactions, reducing wait times, offering a modern, hassle-free ordering experience, and boosting operational efficiency.
The inspiration behind this initiative was clear: to improve the customer experience while streamlining operations. “Introducing a self-service kiosk was a natural step toward reducing wait times and creating a more efficient process, especially during peak hours,” shared Chandler Obispo, IT Manager at Bo’s Coffee.
He further emphasized, “It allows us to deliver a more modern and efficient in-store experience by empowering customers to take control of their orders while easing the pressure on our staff.”
Benefits and Results
Transforming Customer Experiences
“We’ve received a lot of positive feedback,” shared the IT Manager. “Customers appreciate the convenience of being able to customize their drinks at their own pace with a user-friendly, intuitive interface. Many love that they don’t feel rushed while placing their orders.” While some guests initially hesitated to try the kiosk, Bo’s Coffee addressed this by having staff on hand to assist with the transition. Over time, customers have embraced the change, and the overall response has been overwhelmingly positive.
Operational Efficiency
Beyond improving the customer experience, the kiosk had a transformative impact on store operations. By handling a significant portion of the ordering process, it helped reduce queues and alleviate pressure on front-line staff.
“Staff can now focus more on preparing drinks and building connections with customers, rather than being tied up at the counter.” noted the IT Manager.
This solution has also improved order accuracy. With customers entering their orders directly into the system, the chances of miscommunication or errors have significantly decreased.
Faster, Smarter, and Seamless Service
Since implementing the self-service kiosk, Bo’s Coffee has seen remarkable results. Average wait times have decreased by 30%, particularly during busy periods. The kiosk’s user-friendly interface, customizable order options, and real-time integration with the store’s system have proven to be invaluable features.
Advice for Businesses Considering Kiosks
For other businesses looking to implement self-service technology, Bo’s Coffee shares some key advice. “Thoroughly assess your customer base and operations before taking the leap,” the IT Manager advised. “Understand where kiosks will provide the most value—whether it’s reducing wait times, increasing order accuracy, or improving the overall customer experience. And be prepared to invest time in training both staff and customers to ensure a smooth transition.”
Paving the Way for Innovation
With their forward-thinking approach, Bo’s Coffee continues to inspire other businesses to reimagine how technology can elevate service. For customers, it means faster, more personalized coffee experiences. For businesses, it’s a blueprint for blending innovation and tradition seamlessly.
Bo’s Coffee is just getting started, and their journey serves as a reminder that embracing innovation is not just about staying competitive—it’s about creating meaningful experiences that customers truly value.