Case Study: How Arabica Built a Data-Driven, Automated Loyalty Program in Kazakhstan
Arabica uses Loyallyst not only to reward purchases, but also to bring inactive guests back automatically, measure campaign conversion and manage customer relationships through data.
About Arabica in Kazakhstan
Arabica is a coffee shop chain with locations in Almaty and Astana, Kazakhstan:
- 127/1 Nauryzbay Batyr Street, Almaty;
- 4a Kultegin Street, Nura District, Astana.
Why the Company Chose Loyallyst
Before moving to Loyallyst, the team had already worked with another loyalty system. Later, the company decided to change solutions and selected our platform. The result exceeded expectations:
"“I was surprised - very surprised - by how many capabilities and useful features there are. You can monitor and review everything.”
Arabica later discovered that other coffee shops in Kazakhstan use the same solution. The company also began recommending the platform to clients of its own consulting business.
A Fast and Simple Launch
Implementation took very little time and required no dedicated technical resources from the coffee shop:
"“There are no difficulties at all. That is the strength of the system. The card is created quickly, the automation is created quickly, and everything is connected immediately. You can open the banner, print it and implement the whole thing in literally an hour - and it will work.”
Automation in Action at Arabica
The key element of Arabica’s loyalty program is not only the points mechanism, but automated communication with guests based on their behaviour. The principle is simple: a business configures a scenario once - a set of conditions, or triggers, and corresponding actions. The system then runs independently without staff involvement. For example, if a guest has not visited for a specified number of days, the system automatically sends a personalised offer. The rule is configured once and continues to work for every new guest who meets the condition. Arabica uses this mechanism to bring back guests who have not visited for a while:
"“The system sees that, for example, a guest has not visited for a week and sends them a notification. We do not need to do anything ourselves: the system sees everything and sends notifications according to the scenario we configured.”
The win-back scenario increases the incentive according to how long a guest has been absent:
- 1 week without a visit - 5% discount;
- 2 weeks - 10% discount;
- 3 weeks - 15% discount;
- 4 weeks - 25% discount.
"“We sent 1,000 notifications and conversion was around 25%. The remaining guests move into the second-week scenario. Another roughly 20% return from there, then another 20%. This way, out of three to four thousand guests who did not visit for five weeks, we reach most of them. In the end, only 300–400 people remain who still did not return.”
In addition to the win-back scenario, Arabica automatically sends birthday greetings. The system tracks each guest’s birthday and sends a message with a gift from the coffee shop - Belgian waffles in this case. Arabica also uses its guest database as a CRM. It stores the complete history of transactions and visits, enabling the business to assign guests to tiers with different cashback rates and offer loyal guests an additional discount after 200 visits.
The Result of Loyalty Automation
Arabica’s experience shows that a loyalty program delivers the most value when it operates as a complete system: guest segmentation, cumulative tiers, a detailed CRM database and automated communication scenarios that do not require constant staff involvement. From bringing inactive guests back to sending personalised birthday greetings, this combination of tools helps the business move beyond short-term retention and build long-term, data-driven customer relationships.
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Frequently Asked Questions
Arabica configures triggers once, and Loyallyst automatically detects how long a guest has been absent and sends the corresponding personalised notification without staff involvement.
The offer increases with inactivity: 5% after one week, 10% after two weeks, 15% after three weeks and 25% after four weeks.
According to Arabica, the first batch of 1,000 automated notifications produced around 25% conversion. Further scenarios returned additional groups of guests.
Arabica also uses automated birthday greetings, CRM transaction and visit history, cashback tiers and an additional benefit for loyal guests after 200 visits.