Ask any barista what makes a good cup of coffee, and chances are they'll tell you it's all in the roast. But ask the people scaling Southeast Asia’s most beloved coffee chains, and you’ll get a very different answer. For leaders like Au Soon Yong, Group COO of OneCreators (the team behind Gigi Coffee), and Rangga Hady Tama, General Manager of Tanamera Coffee, the secret to a great brew isn't just what goes in the cup, but rather, the systems that deliver it.
In The Brew-print: How Modern Coffee Chains Keep Growing, a recent webinar hosted by Lark, Soon Yong and Pak Rangga offered a candid look into how technology is the real enabler behind every great brew. Sharing their perspectives on the operational challenges faced by growing coffee chains, they explored what it truly takes to scale their businesses across borders, and why technology is essential to making that growth possible.
The overlooked challenge of expansion is ensuring consistent experience
Like most food and beverage businesses, coffee chains operate in a high-speed, high-efficiency environment where quick turnaround is critical. What makes them unique is that demand is often habit-driven, meaning that customers expect the same taste every time they purchase a cup of coffee. "It's easy to replicate outlets, but it's difficult to replicate experience. The consistency of experience that you have across different outlets makes the difference," shared Soon Yong. Growth isn't just about opening more stores, it's also about maintaining consistent experience, brand values, and internal operations at scale. In striving for that uniformity across both coffee and experience, "Technology plays a very important role," Soon Yong affirms.
Technology as a change enabler
When you're growing as fast as Gigi Coffee, scaling without structure is a recipe for disaster. And that’s where technology comes in. At this scale, standard operating procedures (SOPs) become more than guidelines, turning into the operational backbone of the organization. But even the best SOPs are useless if they’re locked in binders or buried in folders. That’s why both Gigi Coffee and Tanamera Coffee have turned to Lark to transform disorganized SOPs into accessible documents that bridge the gap between HQ and frontline teams. From onboarding new hires to running new promotions, everything is documented and searchable, which reduces friction and keeps everyone aligned.
The ability to attain small wins has also been a crucial part of the journey. “The thing about running digital transformation projects successfully is being able to prove small wins,” said Soon Yong. “It becomes easier once you create little success stories along the way. By then, the project will get buy ins from other stakeholders as well.” In embracing digital transformation, Gigi Coffee and Tanamera Coffee prove that legacy SOPs can be modernized and scaled seamlessly across operations.
Source: linkedin.com
Technology as a communication enabler
Expanding operations into regional markets inevitably brings complexity, with communication challenges often at the forefront. Before platforms like Lark, teams were relying on a patchwork of tools: WhatsApp for chat, Google Sheets for operations, Zoom for meetings, and emails for updates. This led to fragmented workflows, delayed approvals, and missed messages. “Previously, we had many channels—emails, chats, spreadsheets, and manual reporting,” Pak Rangga explained. “It was very hard to trace the information and make decisions fast.” This disjointed setup not only created confusion, but also slowed down decision-making, and left frontline teams feeling out of sync. To fix that, both companies implemented centralized systems where everything, from internal memos to training videos and even store performance dashboards, lives in one place. "We want to ensure that if we update a checklist, or if something changes, everyone can see it immediately." shared Soon Yong. "It’s available on the go and always up to date." With Lark, HQ can broadcast messages, team leads can approve shift swaps, and frontline staff can log issues in real-time, across multiple locations and languages. When communication is seamless, so is the work. "When systems aren't working in siloes, teams move faster while staying on the same page," said Soon Yong.
Source: eatdrinkkl.com
Want to see how Tanamera Coffee empowers its teams with Lark? Read their full story here.
Technology as a culture enabler
Perhaps the most overlooked role of technology in F&B isn’t how it empowers operational efficiency, but rather how it shapes culture. Modern coffee chains rely heavily on young, dynamic frontline teams. These are Gen Z baristas who don’t just want a job—they want purpose, flexibility, and recognition. Keeping them engaged takes more than just payroll systems and scheduling tools. The right platforms should make work interactive, enjoyable, and meaningful. “We focus on culture, on how to help our team grow, and how we can recognize their achievements,” said Pak Rangga. Discussing how Tanamera takes talent development seriously, Pak Rangga shared that the coffee chain collaborates with the Specialty Coffee Association of Indonesia, enrolling baristas in competitions and workshops that hone their skills while enriching their experience as part of the team.
At Gigi Coffee, one tool that’s made a difference is Lark Moments, a feature that acts like an internal social feed where employees can share wins, post updates, and celebrate achievements. Whether it’s a barista acing a new latte art skill or a team hitting their weekly sales goal, those moments are visible to everyone from HQ, peers, and even other outlets. “We use Moments to motivate and retain our young team members,” said Soon Yong. “It’s a space where they can express themselves, get recognition, and feel part of a bigger community.” Gamification is another big part of the equation. Gigi Coffee regularly organizes internal challenges, such as producing engaging TikTok content, and spotlights the winners throughout the organization. These activities build camaraderie, encourage healthy competition, and help baristas feel like brand builders, not just employees.
A future built on tech-enabled teams
For leaders like Soon Yong and Pak Rangga, tech has become the nervous system of their organizations, connecting departments, preserving knowledge, and empowering teams to move fast without losing alignment or identity. Technology also builds trust. When teams can access data, offer feedback, and engage across roles and locations, transparency becomes part of the culture. As Pak Rangga put it, “If tech makes your teams’ lives easier, and they can see that, then it naturally becomes part of the culture.” Whether it’s driving transformation through small wins, breaking silos through seamless communication, or nurturing a culture of recognition, companies like Gigi Coffee and Tanamera Coffee are showing how tech acts as an enabler, redefining how coffee is crafted, delivered, and experienced, by both customers and the teams behind the counter.
