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How Scoffs digitised the Costa ways of working manual

The Costa operations manual has been at the heart of its much-loved brand for over 40 years.

Until recently, it lived on paper - the Costa Checks - and passed down to staff in training workshops and lessons.

Now they live on Trail.

Scoffs Group are the largest UK Costa Coffee franchise with over 90 sites across the country and plans to expand further. They saw an opportunity to streamline their operations, maintain high food hygiene ratings, and bring the Costa brand standards to life in every site, every day.

“We turned our Costa Checks and various compliance forms into regular tasks on Trail, which not only saved us time and money but has contributed to some of the best scores we have had.”
Delroy Daniels
Operations Director

All the daily jobs are now scheduled as tasks on a tablet, from opening checklists to cleaning rotas to equipment record logs. It's a living digital toolkit that gives them a complete guide to running a Costa site. New starters and junior staff can hit brand standards from day one with less training needed, and managers have a complete digital record of everything happening on site, making audits a breeze.

The Listen & Learn philosophy puts customer feedback at the heart of the Costa experience. With Trail, that feedback is converted directly into action, and boost an already excellent customer experience.

In just 6 months, they've seen an impressive cash savings on paper and storage alone, as the printed 'Ways of Working' folder is digitised and hitting high scores on the doors in every store.

Trail has become a blueprint for how to run the perfect Costa store, and with more locations opening each month it's helping Scoffs scale with ease.

"We looked at a number of checklist, audit and compliance apps. Trail had a proven record with some of the biggest players in the industry"
Operations Director
Delroy Daniels
Scoffs Group
Key results
Highest food hygiene rating & scores on the doors

Ways they use Trail

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