How Nespresso Greece elevated customer experience with Wolt Drive delivery

The Nespresso experience is more than just coffee

For Nespresso Greece, exceptional coffee goes beyond taste. It’s about convenience, reliability, and the pleasure of effortless luxury. It involves every interaction a customer has with the brand, from ordering online to swiftly receiving their coffee capsules at their doorstep. 

Georgios Kampitsis, Supply Chain Manager at Nespresso Greece, has spent over a decade perfecting this experience. When the pandemic hit, customer expectations evolved rapidly, raising the bar significantly for speed and convenience.

"People wanted their coffee quickly and reliably, without having to pay high delivery fees," Georgios says. "We knew we needed a partner who could deliver on these expectations."

Facing delivery frustrations

Before partnering with Wolt Drive, express delivery was costly (€10 per order) and inflexible, often taking hours to arrive. This discouraged customers who wanted the premium convenience promised by Nespresso. 

"Customers loved our coffee, but slow or expensive delivery didn't match the experience we aim to provide," Georgios recalls.

Nespresso needed a delivery solution that matched its brand promise: fast, premium, yet affordable. 

Why Wolt Drive was the right choice

In Wolt Drive, Nespresso found exactly the solution they needed. Beyond faster deliveries, Wolt Drive provided transparent operations, an easy integration, and reliability that perfectly matched Nespresso’s premium service ethos.

“Wolt Drive offered exactly what we needed—quick integration with our systems, reliable delivery, and transparent processes,” says Georgios.

A thoughtful launch and immediate results

Georgios’s team started carefully piloting Wolt Drive at three boutiques in Athens and one in Thessaloniki. This cautious approach allowed Nespresso to fine-tune every detail, ensuring a smooth rollout. 

Tangible benefits and clear results

Since the full launch, Nespresso Greece has celebrated several successes:

• Orders doubled during the initial Ambassador promotional campaign.

• Reducing delivery fees from €5 to €2.50 significantly increased demand.

• Black Friday’s special €1 delivery fee led to another major spike.

• Today, 11% of eligible orders use Wolt Drive, highlighting customer preference.

Real-life impact and how it works

Imagine this real-life scenario: 

Previously, for Maria, a busy professional, buying coffee meant squeezing a store visit into her hectic schedule. Now, Maria orders directly through Nespresso’s app and receives her coffee in just 32 minutes—quicker than she could buy it herself.

Maria and customers like her appreciate:

• Real-time order tracking: Clear visibility from order to arrival. 

• Simple integration: A straightforward ordering process with only a few clicks.

• Dependable speed: Consistently quicker than the promised 35-45 minutes.

Georgios captures the customer experience perfectly:

Looking forward and growing together

Looking ahead, Nespresso Greece sees several exciting opportunities:

• Expanding delivery windows and adding scheduled deliveries.

• Increasing geographical reach across Greece.

• Joint marketing campaigns during key Nespresso events.

• Capsule recycling initiatives aligned with sustainability goals.