From World-Ranked Brandto Connected Ecosystem
A full digital infrastructure audit and growth opportunity model
#12
World's BestCoffee Shop 2025
75K
InstagramFollowers
3
MadridLocations
0
Digital CustomerInfrastructure
01 · Executive Summary
World-class brand. Zero customer data.
Hola Coffee is Madrid's most prestigious specialty coffee brand — ranked #12 in The World's 100 Best Coffee Shops 2025, the highest-ranked café in Spain. Founded by Pablo Caballero (2016 Spanish Barista Champion) and Nolo Botana, the brand operates 3 Madrid locations, its own roastery, an SCA-certified academy, and a wholesale business.
Yet despite its world-class reputation, Hola Coffee operates with zero digital customer infrastructure. No mobile app. No loyalty program. No CRM. No CDP. Every café walk-in, Shopify buyer, academy student, and wholesale client exists as a disconnected universe.
This brief outlines the strategic gap, the proven reference deployment, and the quantified growth impact of a WAIOZ omnichannel rollout.
02 · Digital Infrastructure Audit
A forensic look at the current stack
Our audit of Hola Coffee's current customer technology reveals a complete absence of first-party data infrastructure.
| Capability | Status | Impact |
|---|---|---|
| Mobile App (iOS / Android) | ABSENT | 75K Instagram followers have no owned channel to convert into a reachable audience. |
| Loyalty Program | ABSENT | Zero retention mechanics. Repeat customers are invisible — no way to reward or re-engage them. |
| CRM / CDP | ABSENT | Café, Shopify, academy, and wholesale exist as four disconnected customer universes. |
| Direct Ordering | ABSENT | Walk-in only. No pre-orders, no click & collect. Significant morning commute revenue left uncaptured. |
| Push Notifications | ABSENT | Zero ability to drive repeat visits with new-arrival alerts or seasonal drink launches. |
| Shopify E-commerce | PRESENT | Beans, pods, gear, merch, monthly subscription. Ready to plug into a unified CDP. |
| Hola Academy | PRESENT | SCA courses, tastings, workshops. A goldmine of engaged customer data — currently uncaptured. |
03 · The Reference Deployment
What we built for Syra Coffee
Syra Coffee is WAIOZ's flagship deployment and the clearest benchmark for what a Hola transformation looks like. The parallels between both brands are remarkable — the gap between them today is entirely explained by digital infrastructure.
Founded 2015 by Yassir Raïs. Democratised specialty coffee, takeaway-first.
WAIOZ deployed native iOS and Android apps with a unified "Beans" loyalty system, omnichannel POS integration, a full CDP across cafés, Shopify, and subscriptions, automated push notifications, a referral engine, and lifecycle marketing automation. Every new Syra store inherits the full customer base and digital infrastructure on day one.
04 · The Deployment Plan
What WAIOZ would build for Hola Coffee
The system is already built, proven, and operationally mature. For Hola, deployment would be tailored to all four revenue streams — cafés, e-commerce, academy, and wholesale.
Hola-branded app with in-app ordering across all 3 Madrid locations, click-and-collect, and pre-order for morning commuters. Loyalty stamps and points with redemption across coffee, pastries, merch, and academy courses. Apple Wallet + Google Wallet integration for non-app users.
Single customer record spanning café visits, Shopify purchases, academy enrollments, and wholesale orders. Behavioral segmentation across espresso drinkers, single-origin enthusiasts, subscription customers, academy students, and B2B wholesale contacts. Automated lifecycle campaigns: welcome series, abandoned cart recovery, re-engagement at 30/60/90 days, birthday rewards.
Every transaction — in-store, online, or at the academy — linked to a customer profile. Consolidated reporting across all 3 cafés, roastery, Shopify, and wholesale. Inventory visibility with automated replenishment alerts.
Email + push + SMS campaign builder with specialty coffee templates. Personalized product recommendations based on purchase history. Academy-to-café conversion flows: trainees automatically enrolled in ongoing engagement after course completion.
Replace Glovo/Uber Eats dependency (25–30% commission) with a direct ordering channel that captures the full margin. Pre-order queue for morning commuters. Corporate ordering for Barrio de Salamanca and Lavapiés office clusters.
Branded Mobile App · iOS + Android
Hola-branded app with in-app ordering across all 3 Madrid locations, click-and-collect, and pre-order for morning commuters. Loyalty stamps and points with redemption across coffee, pastries, merch, and academy courses. Apple Wallet + Google Wallet integration for non-app users.
Unified Customer Data Platform (CDP)
Single customer record spanning café visits, Shopify purchases, academy enrollments, and wholesale orders. Behavioral segmentation across espresso drinkers, single-origin enthusiasts, subscription customers, academy students, and B2B wholesale contacts. Automated lifecycle campaigns: welcome series, abandoned cart recovery, re-engagement at 30/60/90 days, birthday rewards.
Omnichannel POS Integration
Every transaction — in-store, online, or at the academy — linked to a customer profile. Consolidated reporting across all 3 cafés, roastery, Shopify, and wholesale. Inventory visibility with automated replenishment alerts.
Retention Marketing & Automation Suite
Email + push + SMS campaign builder with specialty coffee templates. Personalized product recommendations based on purchase history. Academy-to-café conversion flows: trainees automatically enrolled in ongoing engagement after course completion.
Direct Ordering Channel · Commission-Free
Replace Glovo/Uber Eats dependency (25–30% commission) with a direct ordering channel that captures the full margin. Pre-order queue for morning commuters. Corporate ordering for Barrio de Salamanca and Lavapiés office clusters.
05 · Projected Growth Impact
The 24-month model
Based on benchmarks from the Syra Coffee deployment and specialty coffee industry averages for comparable brands. Figures are illustrative and would be refined during discovery.
| Metric | Now | Month 12 | Month 24 |
|---|---|---|---|
| Owned Customer Database | — | 15,000–25,000 | 40,000–60,000 |
| Repeat Visit Frequency | — | +20–30% | +40–55% |
| Average Order Value (Café) | — | +8–12% | +15–20% |
| Shopify E-Commerce Revenue | — | +25–40% | +60–90% |
| Subscription Program Growth | — | +40–60% | +100–150% |
| Academy Course Fill Rate | — | +15–25% | +30–45% |
| Instagram → Customer Conversion | — | 3–5% funnel | 6–10% funnel |
| Delivery Commission Exposure | — | <10% | <5% |
06 · Next Steps
Ready to see the full picture?
We'd like to walk you through the Syra Coffee app and admin dashboard as a live reference — and show you a tailored mockup of what a Hola customer ecosystem looks like in practice.