Everbrew Coffee Roaster B2B Portal
A Singapore specialty roaster redesigned the wholesale order portal used by 420 cafes across SEA.
Impact
What changed.
Self-service shift
Customer-care-team-mediated orders dropped from 38% of volume to 9%. The team redeployed to account development and onboarding.
Order velocity
Average orders per active cafe rose 27% within six months as the portal made repeat ordering effortless. Average order value also rose 14%.
Account retention
Annual cafe churn dropped from 19% to 11%. Customer feedback explicitly cited the portal experience as a reason for staying.
The challenge
Before
Everbrew is a Singapore specialty coffee roaster supplying 420 cafes across Singapore, Malaysia, Indonesia, and Thailand. Their wholesale ordering portal was the largest source of customer-care load — cafe owners struggled to find the right roast for what they were brewing, repeat-order discovery was awkward, delivery-date selection felt arbitrary, and pricing for the cafe's tier was inconsistent with what they had been quoted at onboarding. The customer-care team was spending more time fixing orders than building accounts.
- 420 wholesale cafe accounts across four countries on awkward ordering portal
- Customers struggling to find right roast for their brewing method
- Repeat-order discovery requiring searching back through order history
- Delivery-date selection feeling arbitrary, with frequent rebooking requests
- Pricing inconsistencies between portal and onboarding quote
- Customer-care team spending more time fixing orders than building accounts
- No way to see brew-method recommendations on origin pages
- Account managers unable to suggest products without phoning customers
The solution
What we built
We redesigned the wholesale portal around how cafes actually buy coffee. Coffees are presented with brewing-method recommendations, current cupping notes, and freshness signals up front. Repeat orders are surfaced as a one-tap option from the cafe's order history with adjustment for any product no longer available. Delivery-date selection shows the roastery's actual schedule — when the next roast for that bean is, when the truck runs to that route — so the customer can choose with full information. Tier pricing is consistent across portal, quote, and invoice; the customer always sees their tier displayed. Account managers have an in-portal lens where they can prep suggestions for a customer call. The whole portal is mobile-first because most cafe owners place orders from their phones, often in transit between locations.
Core workflow connections
How the system flows.
- Cafe LoginTier Pricing SurfacedRepeat Order or New
- Coffee DiscoveryBrewing Method FilterCupping NotesFreshness
- Cart BuildQuantity AdjustmentTotal at Tier Pricing
- Delivery DateActual Roast and Route ScheduleCustomer Choice
- ConfirmationPicking QueueDespatch Notification
- Order HistoryOne-tap RepeatSubstitution if Unavailable
- Account Manager LensPrep Suggestions Before Customer Call
- Mobile-first design respecting cafe-owner buying behavior
- Brewing-method recommendations on origin pages
- Tier-pricing consistency across portal, quote, and invoice
Process
How we built it.
Cafe Login → Tier Pricing Surfaced → Repeat Order or New
Coffee Discovery → Brewing Method Filter → Cupping Notes → Freshness
Cart Build → Quantity Adjustment → Total at Tier Pricing
Delivery Date → Actual Roast and Route Schedule → Customer Choice
Confirmation → Picking Queue → Despatch Notification
Order History → One-tap Repeat → Substitution if Unavailable
Account Manager Lens → Prep Suggestions Before Customer Call
Mobile-first design respecting cafe-owner buying behavior
Brewing-method recommendations on origin pages
Tier-pricing consistency across portal, quote, and invoice
Start a project
B2B portal generating customer-care load instead of orders?
We design wholesale portals that respect how your customers actually buy — repeat-order ergonomics, transparent scheduling, and consistent tier pricing.
No retainer lock-in · Month-to-month · Full transparency
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