Terra Kaffe was established in 2018 by Sahand Dilmaghani with the aim of redefining the coffee experience within the comfort of homes. Terra Kaffe embarked on a mission to bridge the gap between European coffee culture and the unique demands of the American countertop, offering a more sustainable and customized approach to coffee brewing. By leveraging innovative design and a direct-to-consumer model, Terra Kaffe carved a niche in the market by providing high-quality, convenient, and environmentally friendly coffee solutions, from their super automatic espresso machine, to a comprehensive coffee subscription offering. 

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At the core of Terra Kaffe's philosophy lies the belief in functional design and earning the right to grace the customers' countertops. The company's direct-to-consumer approach has played a pivotal role in establishing a strong foothold in the market. However, Terra Kaffe also strategically partnered with selective specialized retail shops, including Nordstrom and CB2, to expand its reach and cater to a broader customer base.

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We sat down with Ebba Mattsson, Growth & Strategy at Terra Kaffe to cover: 

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• Their migration away from their previous subscription platform, due to “over-promising and under-delivering” 
• The value of onboarding to, and working with, a human-centric subscription platform 
• Prive’s advanced feature set, equipping Terra Kaffe with better data and more flexibility

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“We felt from day one, there was a relationship that was building and an authentic interest in helping us grow from Prive.” 

Skio: Over-promising and under-delivering 

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Terra Kaffe launched subscriptions with Skio, but after months of disappointment on product features that weren’t delivered, and support emails that weren’t answered, Terra Kaffe was open to finding a new solution.  

In general, Terra Kaffe struggled with: 

•  Lack of support from the customer team, which resulted in the need for extensive upfront in-house work and troubleshooting efforts, costing time and additional money.
• When providing potential solutions for the identified issues, a lack of responsiveness or acknowledgement from the team. 

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“They didn't feel like a professional service, or a truly elevated service like Prive. The other guys over-promised and under-delivered.” 

A new life for subscriptions with Prive, based in trust and partnership 

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After disappointment with their existing subscription provider, timing aligned perfectly when Terra Kaffe first discovered Prive. The Prive team identified areas of improvement for Terra Kaffe, put together a clear action plan, and made the daunting task of switching—which kept on getting reprioritized—an obvious must-do for their team.  Ultimately, they decided to move to Prive due to a sense of building a relationship and a genuine interest in partnership. 

From a smooth onboarding process, to value-add support, Terra Kaffe had a seamless transition to Prive and are excited to double-down on investing in subscriptions. 

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“From the very beginning, it has been a complete turnaround compared to our previous provider. I can email Prive, and Prive responds faster than some of my colleagues. It's clear that Prive are there for us, no matter how small or seemingly insignificant our questions or issues may be. This level of support is highly appreciated.”

Not only has Prive exceeded expectations on a seamless onboarding and human-centric support, but Terra Kaffe is now enjoying: 

• A more friendly user experience for both the merchant and customer 
• Effective and advanced features like the intelligent cancellation survey  
• Strategy and guidance on growing subscriptions from Prive 
• More robust and clear data for business teams

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“It's reassuring to know that there are humans behind a well-designed tech-enabled platform. Overall, we find the platform to be incredibly user-friendly, both from the merchant side and when setting up features like the cancellation flow. It was a straightforward process, and we appreciated being able to strategize with the guidance and suggestions from Prive. Exporting reports is also easy, and our director of accounting is much happier with Prive.“

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Key Results

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Since switching to Prive, Terra Kaffe is able to be more nimble, creative, and customer-friendly with their subscriptions program and saw +21% subscriber growth within 2 months of migrating. 

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“If I were to advise other brands, I would encourage them to take the call, be open, and explore, because they won't regret it.”

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