The Porter discuss how they have sped up their service, increased customer engagement, and enhanced their digital marketing strategy through their partnership with Pepper
7,500+ app users
30% of total orders go via the app
Average orders per user increased by 65%
"[Working with Pepper] has been excellent, and we would highly recommend their services to other businesses"
-Jared Lawler, founder of The Porter
The Porter are a lifestyle/coffee concierge based in Hong Kong, that goes beyond your coffee expectations by bringing exceptional hospitality at every encounter. The Porter strives to be the best-in-class quality and provide the highest service standards; therefore in 2021, founder Jared Lawler decided to launch their app with Pepper to “help better serve our customers and provide them with a more convenient way to order and earn loyalty points”. Jared further added that “the app has sped up our service, allowing us to take more orders and serve more customers in a shorter amount of time.”
Since launching The Porter app with Pepper in November 2021, they have gained over 7,500+ app users. The Porter utilises their app as a marketing platform, by promoting their partnerships with unique and prestigious brands such as ‘Black Fades’ & ‘Moleskine’; as well as using their app to “support marketing campaigns by sending notifications to customers about promotions and new products, which has been a great way to drive sales and increase engagement”.
In addition to this, The Porter utilises their app platform to increase shop / e-commerce sales and to sell their coffee and bar experiences; ‘Cocktail making workshops, Latte Art workshop, Home coffee brewing, Tea ceremony experience, Coffee scrub making and Coffee tasting’.
Jared told us that “as a cafe owner, I am thrilled to have launched our app as it has helped us to better serve our customers and provide them with a more convenient way to order and earn loyalty points”. The Porter app now accounts for 30% of overall sales; having grown the average orders per user by 65% in the past 6 months and further “seen a significant increase in our average transaction value and average spend, which has been a huge boost for our business.”
However, it isn’t just about driving revenue. As customer service is at the heart of The Porter, Jared described how “staff love the app because it makes their jobs easier by streamlining the ordering and payment process. It also allows them to focus on other aspects of the customer experience, such as providing great service and preparing high-quality food and beverages”. In addition, the app “enhances the guest experience by allowing customers to skip the line and avoid waiting for their orders. We have also seen an increase in customer loyalty since introducing our loyalty scheme, which has helped to win back lapsed guests.”
Jared described how working with Pepper “has been excellent, and we would highly recommend their services to other businesses”. We at Pepper thoroughly enjoy working with The Porter's amazing team and we look forward to continuing our great relationship.