A loyalty ecosystem that personalises the in-store experience through the mobile app
With INNTHEBOX Platform we brought in-store purchases, e-commerce, the mobile app, individual and corporate memberships, Peso earning, coffee rewards and campaign processes together on a single loyalty infrastructure.
About Juan Valdez Türkiye
Juan Valdez is not merely a brand name or a logo; he is the symbol of genuine Colombian coffee and the shared spirit of more than 500,000 coffee-growing families who tend their coffee trees like their own children on Colombia’s steep slopes, just beneath the clouds. Born in 1959, this legendary character set out with a coffee basket in his hand and his mule Conchita at his side to tell the world the story of real, flawless coffee. Every cup of Juan Valdez you drink today is not just premium coffee; it is the work of Colombian farmers who wake at dawn in those mountains and pick the reddest, ripest coffee cherries one by one, by hand.
A loyalty ecosystem that personalises the in-store experience through the mobile app
Challenge
In-store purchases could not be linked to the customer's identity, which meant loyalty earnings and campaign entitlements were managed in a fragmented way. Customers needed to be recognised easily in store, have their purchases added to their own profile and be able to follow the benefits they had earned in the mobile app in real time. A purely point-based loyalty system did not build a strong enough link to the habit of drinking coffee. An additional reward mechanism was needed, one that was easier to understand, more fun and encouraged repeat visits. Special benefits for corporate members also had to be kept separate from standard campaigns and be usable only by eligible customers.
Solution
On the INNTHEBOX Platform we created a single customer profile and a shared loyalty account for every customer, and made the mobile app the personal, customer-facing side of this setup. With a QR code generated for each customer, users can identify themselves in store within seconds. When the QR code is scanned, the purchase is matched to the customer's profile and the related earnings are added to their account automatically. We built a shared Peso wallet into the app. Customers earn Pesos on their purchases, can see their current balance and past transactions, and can use accumulated Pesos on later purchases. Alongside the Peso system we designed a second loyalty mechanic built around the coffee habit. Customers collect digital coffees on store visits, earn a free coffee once they reach the set number, and can follow in the mobile app how close they are to the reward. We also linked the corporate membership structure to the same customer and campaign infrastructure. Verified corporate members can now use the discounts and benefits defined for them in store. All Peso earning and redemption rules, digital coffee entitlements, individual campaigns, corporate discounts and customer-specific benefits are now managed from one place.
Result
The mobile app is no longer just a digital loyalty card; it has become an integral part of the customer's in-store experience. With the QR code, customers can be recognised in store, and in-store purchases have gone from anonymous transactions to measurable interactions linked to the customer profile. The Peso and digital coffee systems give customers two different reasons to stay loyal: one financial, one tied directly to their coffee habit. Customers can follow their balance, earnings and reward status in a single app, while individual and corporate benefits are managed on the same infrastructure. As a result, the mobile app has become a personal loyalty channel that recognises customers in store, rewards them and encourages them to come back.
A personalised e-commerce experience built on artificial intelligence
Challenge
In a typical e-commerce experience, customers often have to work their way through a large number of products to find the one that fits their needs. With products like coffee, which vary by aroma, strength, brewing method and personal taste, making the right choice can become complicated for the customer. Categories and filters made products easier to find, but they could not offer an experience that understood the customer's actual needs and advised them. On top of that, product discovery, shopping support, campaign information and after-sales customer service ran as separate processes. The website needed to move beyond being a channel for placing orders and become a personal shopping space that understands customers, guides them and supports them when they need it.
Solution
We integrated Juan Valdez Türkiye's e-commerce experience with the customer, campaign, loyalty and e-commerce infrastructure on the INNTHEBOX Platform. When customers sign in to the site, their purchase history, campaign entitlements, loyalty details and customer profile are managed through the shared system. Every purchase on the web also becomes part of the customer's complete history. We redesigned the web experience around an AI-powered assistant. The assistant understands needs that customers express in natural language and can recommend suitable products. Customers can ask questions such as "I'd like a smoother coffee", "Which coffee would you recommend for a French press?", "What's the difference between these two coffees?" or "I'm looking for a coffee with a stronger chocolate note". The assistant analyses the customer's needs, recommends suitable products, compares them and makes the buying decision easier. It also explains product features, offers usage and brewing tips, provides information about campaigns and can show the customer offers that suit them. We extended the experience to after-sales as well. Through the same assistant, customers can raise a request or complaint, send feedback and start support processes. This means the entire customer journey, from product discovery to after-sales support, can now be managed within a single digital experience.
Result
The website moved beyond the classic find a product, add to basket and check out flow. Instead of browsing products on their own, customers can now describe what they want and discover the options that suit them. Rather than a simple chatbot that describes products, the AI-powered assistant acts as a digital barista that understands the customer's needs, weighs up the options and helps with the buying decision. Product discovery, comparison, campaign information, shopping support and customer service came together in one experience. As a result, the website is no longer just an e-commerce channel but an AI-powered personal shopping experience that understands the customer, points them to the right product and keeps supporting them after the sale.