YumCha

YumCha

"The freedom to create promotions in the backend is something that I enjoy a lot."

Yum Cha engages customers with a variety of campaigns using Advocado.

About YumCha

Founded in 2000, Yum Cha operates 2 outlets in Singapore serving dim sum in a tea house environment. Their menu offers a variety of Chinese dishes, from traditional dim sum to modern dim sum creations and other dishes favoured by Singaporeans. The marble tabletops and teak furniture complete the authentic tea house look, transporting customers away from bustling city life, evoking a sense of nostalgia.

At a Glance

With Advocado, YumCha saw the following results:

  • Strong database of >16,000 loyal customer
  • Easy and flexible Merchant interface allows the freedom to explore new promotional campaigns
  • The ability to send trackable digital vouchers instead of mailing them.
  • Recovery of lost customers with Marketing Automation

The Objectives

  • Melody, deputy director at Yum Cha, was dissatisfied with the previous CRM system as it only provided the ability to create a rewards card with stamps. She wanted a system that could give her the freedom to explore new promotional options like vouchers and reach out to customers in different ways.

Advocado's features allowed Yum Cha to explore new options for promotions and better assess the effectiveness of their campaigns.

When searching for new CRM systems to use, Pamela, the general manager at Yum Cha, came across Advocado. She appreciated the competitive pricing as well as the wide range of options Advocado provided to run campaigns and attract customers. She noted that the automated messaging feature was particularly useful as it made it easier for customers. 

 

For instance, Yum Cha had been sending vouchers by mail, but the envelopes often got lost and people would never receive the benefits. With automated messaging, all the customer needs to do is to click on the link sent to them and they can access their discounts immediately. Pamela also liked that Advocado indicated the number of customers that redeemed the discount, so that it could make for more effective promotions.

“I think [the ability to send out messages] makes effective service recovery easier.”

-Pamela, GM, YumCha

What Our Merchant Said?

“I think the freedom to create [promotions] in the backend is something that I enjoy a lot.'”

GM, YumCha

-Pamela-

Even after 5 years with Advocado, Yum Cha is still experimenting with the system features and finding new ways to optimise customer engagement.

  • With Advocado's help, Yum Cha set up a free membership for its customers with campaigns that encourage return visits. For instance, all members enjoy 5% cashback on the cost of their main dishes, which lets them pay less during future visits. To help them celebrate their birthdays, Yum Cha also offers a 20% discount on main dishes during members' birthday months.
  • Just in case they have forgotten about their rewards, Yum Cha also uses Advocade to automate reminder messages to members when the expiry date draws close.
  • Pamela also recalls how she used Advocado to evaluate Yum Cha's promotions: "We tried 2 different types of promotions...we had a new product that was discounted by percentage [eg. 20% off], and we changed the discount to a value discount [eg. $5 off]."
  • She noted that the new dish sold better afterwards since the customers could understand immediately the amount of savings they were receiving, and she appreciated the flexibility of the system in allowing her to do that. In all, Yum Cha has always been trying to find new ways to reward its customers, and Advocado's system allowed Yum Cha to achieve this.

Click here to become a Yum Cha member now and enjoy the exclusive privileges & rewards!

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