How CHAFFIC Scales 20+ Locations Across Australia and Singapore with Pospal

About CHAFFIC

CHAFFIC was founded in 2018 in Perth, Western Australia, with a clear identity: bring the craft and heritage of Chinese tea-making into the Australian daily routine. The brand blends Eastern tea-making techniques with Western Australian energy — resulting in handcrafted drinks that feel both authentic and new.

What began as a single location has grown to 20+ stores across Australia (including New South Wales and Western Australia) and into Singapore, with continued expansion underway. Seasonal menus, specialty series collaborations, and a strong member community have made CHAFFIC one of the most recognized premium tea brands in the region.

With that growth came an operational challenge every scaling tea brand faces: how do you keep product quality, brand experience, and day-to-day operations consistent when your team is spread across cities and countries?

The Challenge: Scaling Without Losing Consistency

By the time CHAFFIC had expanded to multiple locations, the team was managing a set of compounding challenges:

• Peak-hour congestion. Popular locations — particularly mall kiosks — faced long queues during lunch and weekend rushes. A single order counter created a bottleneck, and customers were waiting longer than the brand experience warranted.
• Fragmented ordering channels. In-store counter orders, delivery platform orders, and app-based orders arrived through different systems, requiring staff to monitor multiple screens and manually re-enter information — increasing error risk during high-volume periods.
• Standardization across locations. With 20+ stores and a growing team, ensuring that each drink was made to the same specification — same ratios, same temperature, same presentation — was difficult to enforce through training manuals alone.
• Limited visibility into multi-location performance. Reviewing sales performance, popular items, and member trends across all stores required manually pulling data from individual systems, making it hard for leadership to act on information quickly.
• Member communication and engagement. As the member base grew, the team needed a more effective way to reach customers with new products, promotions, and seasonal campaigns — not just wait for them to walk in.

The Solution: An Integrated Pospal Ecosystem

CHAFFIC implemented seven Pospal modules that work as an integrated system rather than separate tools. Each solves a specific operational problem while feeding into the others.

How It Works Together

During a busy Saturday afternoon at a CHAFFIC mall location, the integrated system handles the rush without adding complexity for staff:

1. Customers who ordered ahead through the member app skip the counter entirely. Their orders flow directly to the KDS. The app sends a push notification when the drink is being prepared and when it is ready for pickup.
2. Walk-in customers use the self-ordering kiosk — browsing the seasonal menu, selecting modifiers, and paying independently. The kiosk feeds orders to production without requiring counter staff attention.
3. Delivery orders from third-party platforms appear in the same production queue as in-store orders, prioritised by timing. No separate tablet, no manual re-entry.
4. The tea brewing machine receives production parameters directly from the order. The drink is prepared to specification — same ratios, same process — every time.
5. The call display screen shows order numbers and notifies waiting customers when their drink is ready, while displaying the current campaign between order updates.

"As we grew across cities and into Singapore, keeping the same product quality and brand feel at every store became the central challenge. With Pospal connecting our kiosks, app, delivery, and production — the experience is consistent wherever a customer visits."

— Operations, CHAFFIC

Results

Queue pressure at peak locations dropped. With kiosk ordering absorbing a significant portion of in-store traffic and app pre-ordering letting customers arrive and collect, the counter team operates at a more manageable pace during rushes — and customers spend less time waiting.

All ordering channels are unified. Counter, kiosk, app, and delivery orders appear in a single system. Staff no longer switch between multiple screens or manually re-enter delivery orders. Management has a complete view of all-channel revenue without reconciling separate reports.

Production standardization is enforced systematically. The integration between Pospal and the tea brewing machine removes the human variable from the most critical step of the process. New hires at any location make drinks to the same specification as the most experienced staff — because the machine parameters are set by the system, not by memory.

Member engagement is an active marketing channel. Through the app, CHAFFIC promotes seasonal launches, runs referral campaigns, and notifies members of new offerings directly. The "Refer and Reward" campaign — where members refer a friend for a discounted drink — drives new member acquisition within the existing customer network. Birthday coupons, points redemption, and balance top-up keep members engaged between visits.

Leadership has full-chain visibility. The BI module gives the operations team the ability to compare performance across all 20+ locations in real time — top-selling drinks, revenue by time of day, member growth rate — and to build the custom views most useful for each business review cycle.

"When we launched a new seasonal series, we used to send materials to each store separately and hope they were put up correctly. Now we push it through Pospal — the app banner updates, the store inspection task goes out, the KDS screen shows the right content. One update, everywhere."

— Marketing team, CHAFFIC