KATINAT, one of Vietnam’s leading coffee & tea chains, is experiencing rapid expansion with hundreds of stores nationwide. This fast growth demands a strong, independent online sales channel that reduces reliance on third-party e-commerce platforms while effectively retaining loyal customers in an intensely competitive F&B market.

With over 9 years of experience in digital transformation for major F&B chains, SoftWorld has partnered with KATINAT to create a seamless digital ecosystem that connects the brand directly with its customers (Katies), delivering superior user experience, significant online revenue growth, and dramatically improved operational efficiency. 

SoftWorld’s Solution for KATINAT App 

The KATINAT Mobile App is a fully integrated ecosystem combining CRM Loyalty and Online Ordering, allowing the brand to build direct relationships with customers, reduce dependency on marketplace platforms, and efficiently manage operations across more than 100 locations.

Built on a specialized, proven platform, the solution achieved stable performance within 6 – 12 months, featuring automated order flow, multiple payment gateways, and powerful centralized management.

Built on SoftWorld’s Exclusive OOD Platform 

The KATINAT Mobile App was developed entirely on OOD Platform, SoftWorld’s proprietary ordering and loyalty management system, specially designed for the modern F&B industry.

In simple terms, the system automatically pushes orders to POS, connects instantly with delivery partners, offers flexible menu management (different menus per store), provides real-time reporting, and demand forecasting, enabling smooth operations, minimizing errors, and saving significant time across the entire chain. 

For KATINAT, OOD Platform delivers a seamless three-system ecosystem: 

• Mobile App for end customers (Katies) 

• Store App (POS) for staff at each location 

• Admin Portal for head office & chain management 

Key Highlights of the KATINAT App 

The KATINAT App is far more than an ordering tool, it is a powerful CRM & Loyalty platform that helps KATINAT build long-term customer relationships and strongly encourage repeat purchases. 

Loyalty & CRM Program – The Core of Customer Retention 

• Points & Tiered Membership: Automatic point accumulation with every purchase; customers progress through tiers (e.g. Silver → Gold → Platinum) unlocking increasingly attractive benefits (higher discounts, birthday gifts, exclusive tier perks).
• Hyper-personalized experience: Based on purchase history, the app recommends favorite items and sends highly relevant offers → dramatically increasing return rate and average order value.
• Gamification & Social Features: “Add friends & send gifts”, group ordering, encourage customers to share and invite friends, naturally expanding the customer base.
• OneU Integration: Seamless connection with partner ecosystems, expanding the value of points and privileges, making customers feel truly taken care of across multiple touchpoints.

Business impact: Significantly lower customer acquisition cost (CAC), higher purchase frequency, and dramatically increased customer lifetime value (LTV) through proactive retention and deep customer insights.

Ordering & Premium Customer Experience Features 

Customers enjoy: 

• Flexible ordering modes: Pick-up, Delivery, Find nearest store, Add detailed notes 

• Premium & Differentiated Design: Smooth rich animations, dynamic product visuals, luxurious interface that feels high-end and professional

• Multiple Fast Payment Options: Momo, ZaloPay and many others complete checkout in seconds (solving one of the biggest pain points in online food ordering) 

Store Operations & Chain Management Features 

For the business side, operations, reporting, and decision-making become significantly easier: 

• Flexible menu management: Easily create and update menus differently per store, per region, per time slot, per campaign

• Full process automation: Instant order push to POS, real-time tracking, fast connection with delivery providers 

• Automated marketing communication: Push notifications, multi-channel promotions 

• Highly detailed & transparent reporting: Revenue, orders, customer behavior, campaign performance, updated almost in real time in the Admin Portal 

• Proactively enable/disable sales or specific products flexibly, minimizing situations where orders must be canceled or cause inconvenience to customers 

Business Value Delivered by the Solution 

After only 6 – 12 months of stable operation, the app has delivered clear, measurable business value, helping KATINAT not only maintain strong growth momentum but also significantly optimize long-term operational efficiency and profitability: 

• Strong online revenue growth: Direct sales channel greatly reduces dependency on third-party platforms → significant savings on commission fees (GrabFood, ShopeeFood, etc.) while boosting app-based revenue through smooth experience and personalized offers

• Much more effective customer retention: Multi-tier loyalty program drives repeat purchases and increases lifetime value. Deep customer data enables precise CRM strategies and dramatically reduces new customer acquisition costs

• Large-scale chain operation optimization: Centralized control of 100+ stores, per-store menu management, automated order flow, fast delivery integration → shorter processing time, fewer errors, higher staff productivity

• Stronger, more distinctive brand presence: Premium design experience (rich animation, dynamic visuals) creates a high-end feel, making the KATINAT app stand out clearly in the market and building stronger brand loyalty, especially among Gen Z & Millennials 

• Transparent data & fast decision-making: Real-time dashboards help leadership quickly understand performance and adjust marketing & operation strategies effectively

Most importantly, the solution has successfully built a sustainable customer ecosystem while creating a solid, scalable foundation for future expansion. 

KATINAT can now confidently replicate the model across hundreds more stores without worrying about operational disruption, thanks to centralized management, real-time customer data synchronization, and proven automation features.

At the same time, the Loyalty & CRM program becomes increasingly intelligent with the growing volume of data, enabling the brand to better predict customer behavior, create highly effective personalized campaigns, and maintain long-term competitive advantage in the fast-changing F&B market. 

The KATINAT Mobile App stands as a clear and powerful testament to the successful digital transformation journey of one of Vietnam’s leading F&B brands. If your business is looking for a trustworthy partner to build a modern online ordering and CRM Loyalty solution for your F&B chain, SoftWorld together with the OOD Platform is ready to accompany you. 

Contact us today for a free consultation and demo.