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Challenges

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Dolly Bell Café was never planned as a single venue, but as a growing café chain. This required a scalable system from the start. At launch, there was no website, no digital infrastructure, no unified brand identity, and no connected system for guests, communication, reservations, and marketing.

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At the same time, the brand was introducing its mobile application and preparing for continuous physical expansion, with new locations planned every few months. The main challenge was to build a marketing and digital foundation that could support fast growth, multi-location operations, brand consistency, and a unified guest experience, while reducing manual work and operational complexity.

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Website Design & Development

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Central Digital Hub for a Multi-Location Café Chain

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What we built:
We designed and developed a custom hospitality website that serves as the primary digital hub for the entire Dolly Bell Café Chain. The website functions as a central platform that connects all locations into one unified system rather than fragmented digital presences.

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Core functions:

• Centralized presentation of all café locations
• Structured presentation of coffee offerings, factory production, catering services, and full brand offering
• Reservation access directly through the website
• Multi-location structure designed for continuous expansion
• Scalable architecture without the need for structural redesign as new locations open

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Results:

• A single digital foundation for the entire café chain
• Clear guest journey from discovery to visit
• Operational support through digital infrastructure
• A scalable platform built for long-term growth

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Integrations & Digital Infrastructure

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From Website to Guest Operations Platform

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What we built:
The website was transformed from a simple digital presence into a functional extension of the guest experience. It was connected with selected systems to support tracking, communication, and marketing performance, creating a foundation for intelligent guest operations.

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System logic:

• Guest journey connected from discovery to revisit
• Data-driven guest interactions
• Reduced friction in communication and operations
• Real-time service support tools
• Foundations for smarter capacity and growth decisions

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Results:

• Reduced operational complexity
• Clear digital structure
• Website as an active business tool, not just a presentation layer
• Foundation for revenue growth and guest relationship building

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Reservations System

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What we implemented:
Guests can make reservations directly through the website, creating a clear and structured booking journey.

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Results:

• Reduced manual coordination
• Lower operational load for staff
• Clear guest flow
• Improved service efficiency

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Tracking & Analytics Infrastructure

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What we implemented:
Tracking systems were integrated to monitor key user actions across digital channels, including website interactions, campaign traffic, reservation actions, and contact interactions.

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Results:

• Clear visibility into user behavior
• Measurable marketing performance
• Data-driven decision-making
• Optimized campaign strategy and budget allocation

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Hospitality Loyalty System

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Digital + In-Venue Guest Retention Infrastructure

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What we built:
A full hospitality loyalty ecosystem was designed, combining digital and physical experiences into one unified system.

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Components:

• Digital loyalty cards
• QR-based loyalty system in physical locations
• Loyalty flows integrated with the mobile application
• Coupon automation systems
• Reward-based guest engagement
• Hybrid online/offline loyalty experience

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Results:

• Stronger guest relationships
• Repeat-visit behavior
• Long-term retention infrastructure
• Loyalty as a growth engine
• Hospitality loyalty system designed for scale

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Brand Identity & Art Direction System

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One Cohesive System for Digital and Physical Space

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What we built:
We developed a full brand book and visual system that connects physical interior design, digital platforms, and marketing communication into one cohesive brand ecosystem.

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System includes:

• Digital visual language
• Physical space alignment
• Social media design systems
• Content structure frameworks
• Unified brand expression

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Results:

• Consistent brand experience across all touchpoints
• Premium brand perception
• Recognizable visual identity
• Cohesive guest experience online and offline

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Communication Automation System

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What we implemented:
Structured communication flows were introduced to reduce manual work and ensure fast, consistent guest communication.

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Components:

• Automated responses for recurring guest inquiries
• Structured social communication flows
• Post-visit emails
• Loyalty communication flows
• Consistent communication tone

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Results:

• Faster response times
• Reduced manual workload
• Operational efficiency
• Consistent guest experience

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Paid Advertising & Growth Strategy

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What we implemented:
Paid advertising was structured as a growth and expansion tool, not just brand promotion.

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Focus areas:

• Website traffic generation
• Reservation-focused campaigns
• Campaign landing pages
• Location-opening strategies
• Expansion support campaigns

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Results:

• Paid traffic directly connected to business outcomes
• Efficient budget allocation
• Support for new location openings
• Growth-driven marketing system

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Brand Activations & App Adoption

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What we built:
Digital and on-site activations were designed to support mobile application adoption and brand engagement.

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Components:

• Offline-to-online experience connections
• Digital interaction triggers
• On-site activations
• B2B marketing for app adoption

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Results:

• High engagement during activations
• Increased app adoption
• Strong campaign visibility
• Integrated digital and physical experience

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Gifting & Guest Relationship Deepening

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As part of the loyalty and retention strategy, gifting and physical products were developed as additional tools for relationship building. For the new Ušće location, branded products and in-venue merchandise were conceptualized and developed to strengthen guest connection, deepen brand relationships, and create additional revenue streams. Loyalty and gifting became integrated elements of the hospitality growth model, reinforcing emotional connection, brand loyalty, and long-term guest value.

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Results

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The outcome is a fully structured digital and marketing foundation designed to support both daily operations and long-term growth of a multi-location café chain.

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Key results:

• Unified digital system across all locations
• Centralized website as the main operational and marketing hub
• Reduced manual processes and operational load
• Clear guest journey from discovery to visit
• Digital channels working as one connected system
• Strong and consistent brand presence across all touchpoints
• Scalable infrastructure for continuous expansion
• Structured guest communication and retention flows
• Loyalty system supporting repeat visits
• Marketing systems directly connected to business outcomes

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