---
title: page09-nespresso
description: 文本抽取：服务案例与信任/ITConsult/en/page09-nespresso
updated: 2026-11-04
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Nespresso Case Study — ShopeX IT Consulting
CHN
ENG
SHOPEX.
CASE STUDY · DEEP DIVE
Nespresso China Digital Transformation
Following a customer-centric growth strategy, ShopeX integrated internal and external digital assets with China’s unique digital ecosystem to advance Nespresso China’s digital transformation and accelerate growth.
CNY 500M
China annual revenue
6.7%
Capsule coffee machine market share
20+
In-depth interviews
100+
Page digital transformation blueprint
August
Implementation project signed
Core Value Proposition
Fromstrategic blueprintto system implementation
A partner that turns consulting into delivery
20+ in-depth interviews and a 100+ page transformation blueprint presented directly to the global CEO.
It ultimately became a 1,000+ line BRD signed by business teams. Consulting is not the endpoint; implementation is.
In-depth Interviews
20+ sessions
Transformation Blueprint
100+ pages
System Implementation
Business middle-platform contract
Client Overview
About Nespresso
Nespresso is a premium capsule coffee brand under the Swiss Nestlé Group, covering coffee machines, capsules, and capsule recycling services. As a global leader in premium coffee, Nespresso has annual revenue of CNY 500 million in China and a 6.7% share of the capsule coffee machine market.
Under PIPL, Nespresso’s overseas Nessoft system could no longer be used, making a localized China digital operation system urgent. With its dual consulting and implementation capability, ShopeX entered through digital light consulting and ultimately signed the business middle-platform implementation project.
Challenges
Three Core Challenges
Critical Compliance Risk
After PIPL, the overseas Nessoft system could no longer be used. Data localization became a mandatory compliance requirement.
Limited Customer Acquisition Channels
Business was highly concentrated on Tmall and JD public platforms; private-domain CRM operations had not started, leaving no direct consumer connection capability.
Manual Human Middle Platform
Order creation, returns/exchanges, and fulfillment information changes depended heavily on manual work, with low efficiency and limited capacity.
Engagement Timeline
From Light Consulting to Implementation Contract
I
Project Kickoff
Jan 10 – Jan 20
With consulting plus implementation capability and Nestlé’s endorsement, ShopeX signed the Nespresso light consulting project.
II
Research and Interviews
Jan 21 – Feb 16
20+ in-depth interviews covered customer service, stores, supply chain, warehousing, e-commerce, and other business lines.
Customer Service
Stores
Supply Chain
Warehousing
E-commerce
III
Design and Presentation
Feb 17 – Mar 14
Delivered a 100+ page digital transformation blueprint and presented it to the global CEO, using enterprise-level transformation methodology for strategy and business planning.
IV
Workshop and BRD Sign-off
Mar – Aug
After multiple workshops with the headquarters Nessoft team, ShopeX produced a 10-page, 1,000+ line bilingual BRD signed by business teams. The business middle-platform implementation project was formally signed in August.
System Architecture
New Digital Operation Architecture
Touchpoint Layer
Official Website
Tmall
JD
WeChat Westore
Offline Store POS
B2B Business
▼ ▼ ▼ ▼ ▼ ▼
Business Middle Platform
Omnichannel OMS Shopex
WMS Warehousing Shopex
Customer Service System Shopex
POS System Shopex
B2B System Shopex
▼ ▼ ▼
Customer Middle Platform
CRM+ ATOM
WeCom iPromoter Tencent
E-passport Create
CRM Shuyun
▼ ▼ ▼
Intelligent Decision-making
Local BI Shopex
CDP Customer Data Platform
SAP HQ
Business Framework
Dual Middle Platforms Drive Growth
ShopeX moved from implementation vendor to design partner, and from product development expert to business process expert. In the Nespresso project, ShopeX played three core roles:
Business Process Design
Acted as business expert to reshape omnichannel operation processes
System Integration Design
Acted as system authority to design multi-vendor integration plans
Project Vendor Management
Led ecosystem partners and coordinated delivery rhythms across vendors
Business Growth Strategy: Customer Life-time Value
Digital upgrades lifted customer lifetime value by 5.05x, improving acquisition, retention, marketing, and operational efficiency.
+5%
Base Sales Growth
Organic Consumption Growth
+9%
Member Churn Recovery
Attrition Reduce
+15%
Member Recruitment Expansion
Recruitment Expansion
×5.05
Customer Lifetime Value
Life-time Value
Implementation
Implementation: Parallel Construction of Dual Middle Platforms
Based on the 3–5 year roadmap from light consulting, ShopeX led the formal digital transformation. Core systems covered omnichannel OMS, WMS, customer service, POS, BI, and more, while also building a customer operation middle platform including CRM+, WeCom, and E-passport.
Deliverables
Consulting Deliverables
Market analysis and industry competitor research report
Internal interview report and optimization strategy recommendations
Digital Business Upgrade Comprehensive Assessment
Core competitiveness assessment and development analysis report
Brand digital business upgrade planning proposal
Application architecture design & system architecture planning
Complete Loop from Consulting to Implementation
Through 20+ in-depth interviews, ShopeX delivered a 100+ page digital transformation blueprint to the global CEO. It then produced a 10-page, 1,000+ line bilingual BRD signed by business teams. Based on this, the follow-on business middle-platform implementation project was signed, completing the loop from consulting to delivery.
100+ pages
Digital transformation blueprint
|
1,000+ lines
BRD document
|
Signed in August
Business middle-platform implementation
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