Lansy × Big Coffee Chain

In the first week, Lansy helped increase orders and loyalty card offers

In the first week, Lansy helped increase orders and loyalty card offers

Case study: Lansy helps managers evaluate every workday through real guest conversations — showing where baristas follow service standards, where they miss opportunities, and how each shift can be improved.

Case study: Lansy helps managers evaluate every workday through real guest conversations — showing where baristas follow service standards, where they miss opportunities, and how each shift can be improved.

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5%

5%

higher average check in first week

higher average check in first week

×1.5

×10.5

more loyalty card offers by baristas

more loyalty card offers by baristas

10.5%

10.5%

more items per order

more items per order

100%

of guest conversations analyzed

10+ years in the market

The company started with coffee-to-go and grew into a full-scale coffee shop chain.

10+ years in the market

The company started with coffee-to-go and grew into a full-scale coffee shop chain.

6 coffee shop formats

The network operates different formats — from small kiosks to classic cafés with seating and a kitchen.

6 coffee shop formats

The network operates different formats — from small kiosks to classic cafés with seating and a kitchen.

Dedicated barista training center

The company trains baristas internally and maintains consistent service standards across the network.

Dedicated barista training center

The company trains baristas internally and maintains consistent service standards across the network.

The client is a coffee shop chain operating in major cities. For more than 10 years, the company has been selling coffee to go and has gradually grown into a full-scale network with several store formats. Today, the client operates six coffee shop formats — from small kiosks to classic cafés with seating and a kitchen — along with its own kitchen, signature coffee beans, and a dedicated training center for baristas.


The network already has well-defined service standards: barista training, custom sales scripts, greeting rules, speed-of-service guidelines, upsell and cross-sell mechanics, and retention phrases. But most of the analytics used to be limited to POS data: managers could see average check, conversion, and store-level performance, but not what was actually happening in real conversations with guests.

The client is a coffee shop chain operating in major cities. For more than 10 years, the company has been selling coffee to go and has gradually grown into a full-scale network with several store formats. Today, the client operates six coffee shop formats — from small kiosks to classic cafés with seating and a kitchen — along with its own kitchen, signature coffee beans, and a dedicated training center for baristas.


The network already has well-defined service standards: barista training, custom sales scripts, greeting rules, speed-of-service guidelines, upsell and cross-sell mechanics, and retention phrases. But most of the analytics used to be limited to POS data: managers could see average check, conversion, and store-level performance, but not what was actually happening in real conversations with guests.

The company focuses on quality coffee at an accessible price and convenient food that guests can easily take with them.

The company focuses on quality coffee at an accessible price and convenient food that guests can easily take with them.

The company focuses on quality coffee at an accessible price and convenient food that guests can easily take with them.

Co-founder of the coffee shop chain

Co-founder of the coffee shop chain

The Challenge

The Challenge

The network had clear service standards across every location, but conversation review was still selective. Baristas knew what to offer and how to follow the script, while managers could only see revenue in reports — not which employees actually offered loyalty cards, promoted seasonal menu items, or missed upsell opportunities during real guest conversations.

One shift

A single mystery shopping shift was not enough to understand how teams performed across the whole network — where standards were followed and where more could be done.

One shift

A single mystery shopping shift was not enough to understand how teams performed across the whole network — where standards were followed and where more could be done.

One shift

A single mystery shopping shift was not enough to understand how teams performed across the whole network — where standards were followed and where more could be done.

>20% of monthly turnover

Standard video and audio monitoring tools did not analyze the actual content of cashier conversations and cost more than 20% of a location’s monthly turnover.

>20% of monthly turnover

Standard video and audio monitoring tools did not analyze the actual content of cashier conversations and cost more than 20% of a location’s monthly turnover.

>20% of monthly turnover

Standard video and audio monitoring tools did not analyze the actual content of cashier conversations and cost more than 20% of a location’s monthly turnover.

>20% of monthly turnover

Standard video and audio monitoring tools did not analyze the actual content of cashier conversations and cost more than 20% of a location’s monthly turnover.

POS data

The POS showed what was sold, but not how the conversation went. Managers needed every dialogue analyzed, with clear reports on upsells, loyalty cards, and seasonal menu offers.

POS data

The POS showed what was sold, but not how the conversation went. Managers needed every dialogue analyzed, with clear reports on upsells, loyalty cards, and seasonal menu offers.

POS data

The POS showed what was sold, but not how the conversation went. Managers needed every dialogue analyzed, with clear reports on upsells, loyalty cards, and seasonal menu offers.

↑10.5% more items per order

with Lansy

Lansy analyzes shift conversations and answers questions about the team.


After each workday, Lansy gives managers a clear view of what happened during the shift: who followed the service standards, who offered loyalty cards and focus items, and where upsell opportunities were missed. The manager can open a location dashboard or ask the AI assistant specific questions about the team.


Lansy works on three levels: baristas get personal daily feedback, managers see performance by employee or shift, and partners get a network-wide overview of all locations.

Order report

Order report

/

Flat white with coconut milk, rice porridge, and nuts

Flat white with coconut milk, rice porridge, and nuts

Report

Report

Food and beverages

Food and beverages

Omar

Omar

1 min

1 min

8

8

rating

rating

The guest ordered a flat white with coconut milk and an almond croissant. A key strength was the active approach to upselling and the use of high-quality wording with clear reasoning behind the recommendation. An area for growth is offering seasonal drinks when a guest orders a classic item and completing the loyalty card process through to registration. The service was friendly and efficient.

The guest ordered a flat white with coconut milk and an almond croissant. A key strength was the active approach to upselling and the use of high-quality wording with clear reasoning behind the recommendation. An area for growth is offering seasonal drinks when a guest orders a classic item and completing the loyalty card process through to registration. The service was friendly and efficient.

Order record

Order record

00:30 – 00:51

Upselling alternative milk

What milk would you like that with — almond or coconut?

Upselling alternative milk

What milk would you like that with — almond or coconut?

00:43 – 00:47

Presentation

Try our white chocolate and almond nuts — they’ll pair really well with your flat white.

Presentation

Try our white chocolate and almond nuts — they’ll pair really well with your flat white.

01:01 – 01:08

Loyalty card

Do you have our loyalty bonuses in the system?

Loyalty card

Do you have our loyalty bonuses in the system?

01:10 – 01:16

Closing

“Will you be paying by card?”

Closing

“Will you be paying by card?”

Dialog scores

Dialog scores

12/17

12/17

Presentation

Presentation

1/3

1/3

1/3

Upsell

Upsell

5/7

5/6

5/7

Seasonal recommendation

Seasonal recommendation

0/1

0/1

Upsell attempt

Upsell attempt

1/1

1/1

Upselling technique

Upselling technique

2/2

2/2

Add-ons

Add-ons

1/2

1/2

Loyalty

Loyalty

2/2

2/2

2/2

Communication

Communication

2/3

2/3

2/3

Closing

Closing

2/2

2/3

2/2

A strong dessert upselling technique: the recommendation was justified by how well it paired with the drink.

A strong dessert upselling technique: the recommendation was justified by how well it paired with the drink.

A strong dessert upselling technique: the recommendation was justified by how well it paired with the drink.

Proactively offered alternative milk when the guest ordered a flat white.

Proactively offered alternative milk when the guest ordered a flat white.

Proactively offered alternative milk when the guest ordered a flat white.

The guest ordered a classic coffee drink, but the employee did not suggest an item from the seasonal menu.

The guest ordered a classic coffee drink, but the employee did not suggest an item from the seasonal menu.

The guest ordered a classic coffee drink, but the employee did not suggest an item from the seasonal menu.

The employee did not offer to register the guest for the loyalty program after learning that they were not using the bonuses.

The employee did not offer to register the guest for the loyalty program after learning that they were not using the bonuses.

The employee did not offer to register the guest for the loyalty program after learning that they were not using the bonuses.

We adapted Lansy for the coffee chain.
We tailored Lansy using the chain’s scripts, training methods, and supervisor checklists, then built reports focused on loyalty, key products, and the seasonal menu.

We adapted Lansy for the coffee chain.
We tailored Lansy using the chain’s scripts, training methods, and supervisor checklists, then built reports focused on loyalty, key products, and the seasonal menu.

↓

1

Training Center Materials.
Scripts, standards, and shift criteria help the model distinguish natural conversations from those at risk of turning negative.

Training Center Materials.
Scripts, standards, and shift criteria help the model distinguish natural conversations from those at risk of turning negative.

2

Reports Built Around the Chain’s Priorities.
Dedicated views for loyalty and key menu items—the metrics managers track every day.

Reports Built Around the Chain’s Priorities.
Dedicated views for loyalty and key menu items—the metrics managers track every day.

3

Pilot at One Location.
A one-week test with daily reviews. Managers see what to improve in the team’s performance each day.

Pilot at One Location.
A one-week test with daily reviews. Managers see what to improve in the team’s performance each day.