Some brands don’t just grow - they earn loyalty. Philz Coffee is one of them.
With a cult following built on personalization, human connection, and uncompromising quality, Philz has redefined what scale can look like in coffee. As the brand expanded to 80 locations, the challenge wasn’t just growth › it was preserving the experience that made Philz special in the first place, while modernizing the systems behind the scenes to support what’s next.
That’s where intentional technology decisions matter.
We sat down with Philz’s Chief Business Officer, Andy Mai, to discuss his background, the multi-year technology transformation underway at Philz, and why the team chose to partner with Stream to power critical elements of their digital ordering and operational infrastructure. From real-time data to order throttling and app innovation, this conversation offers a rare look at how a beloved national brand approaches scale with intention.
Stream: You bring a deep background in hospitality, operations, and technology. What experiences shaped your path, and what drew you to Philz Coffee?
CBO @ Philz: My journey to Philz Coffee is shaped by a deep passion for blending operational excellence with transformative business and technology strategies.
Before joining Philz in May 2022 as Chief Business Officer, I built my career across a range of leadership roles in the restaurant and hospitality sectors, from Torchy’s Tacos to California Pizza Kitchen, RealMex Restaurants, and consulting for brands like Sweetgreen and Pieology. I’ve had the opportunity to lead cross-functional teams across technology, operations, marketing, supply chain and more, helping businesses scale while maintaining, or rediscovering, what makes them truly special.
When the opportunity at Philz came along, it felt like the perfect fit:a beloved brand with an obsessive focus on quality and human connection, ready to bring that ethos into the next era of growth.
Stream: Over the past few years, Philz has gone through a major technology transformation under your guidance. What technical challenges have been most impactful for you and your team?
CBO @ Philz: The transformation has been one of the most rewarding parts of my time here.
One of the big opportunities we identified early on was enhancing our digital and operational systems to match the quality and warmth of the in-store experience - without losing the personalized touch that guests love. That’s meant re-architecting how we approach digital ordering and in-store data flows, integrating tools and platforms that allow baristas and leaders to operate with real-time insights, and scaling our infrastructure to support growth beyond our roots in the Bay Area.
Of course, scaling technology in a multi-location hospitality business brings real challenges:
- Balancing innovation with simplicity - ensuring tech serves baristas and guests, not the other way around.
- Integrating legacy systems with modern platforms, from point-of-sale to in-house apps and loyalty experiences
- Keeping systems secure and resilient while we expand
But the work has also been incredibly fun because it’s directly tied to guest happiness › whether that’s streamlining how an order is placed or helping a barista get access to real-time data at the counter.
Stream: You shared feedback with Stream early in the product’s development. Can you highlight one recommendation that was implemented and has meaningfully improved your digital operations?
CBO @ Philz: Stream built in an entire feature set around order throttling. This was monumental as it helped prevent delivery orders from overwhelming the line and keep wait times reasonable for in-store and pickup guests. Stream's throttling features are robust and help us align digital demand with real time capacity.
Stream: What role has access to near real-time data played in your ability to make decisions or serve your guests better?
CBO @ Philz: Near real-time data is a game-changer, especially in hospitality where guest experiences happen in moments.
Before, decisions were often made on yesterday’s numbers, if at all. Now, we can see how promotions are performing by the hour, optimize inventory across locations before stockouts happen, and respond to service patterns in near real time. Whether it’s through integrated POS syncs or visibility into digital ordering paths, that immediacy empowers teams to serve guests better, faster, and with more consistency - especially during peak periods.
Access to real-time insight doesn’t just improve operations; it supports the kind of personal warmth we strive for in every cup.
Stream: Can you share what your experience has been like deploying Stream across your team and locations? What has stood out in terms of ease-of-use, support, or integration?
CBO @ Philz: Deploying Stream across our team has been a powerful partnership. What’s stood out for us includes:
- Ease of onboarding and adoption › teams picked up the platform quickly because it’s intuitive and built with operational users in mind.
- Support responsiveness › having a partner that listens and iterates with us means we’re evolving the product with the people who use it most.
- Seamless integration with existing systems › Stream doesn’t replace our operational tools; it enhances them by connecting the dots between data sources and making insights actionable.
That combination has helped us scale insights without adding unnecessary complexity, which is crucial when you’re running dozens of busy store locations.
Stream: Looking ahead, Philz and Stream have some exciting things cooking for later 2026/2027. Can you give a glimpse into what that is and why both sides are beyond excited for what’s to come?
CBO @ Philz: Without giving too much away, what’s ahead for us with Stream is opening some added functionality to the Philz App. We'll be adding something very special to our ordering within the Philz App and Stream will be the key to unlocking this feature. Stay tuned!!
---
Philz Coffee’s journey shows what’s possible when a brand pairs deep operational discipline with the right technology foundation.
Stream powers multi-unit restaurant brands with reliable ordering, menu management, real-time data, and controls like order throttling that scale without compromising the guest experience. From dozens to hundreds of locations, Stream is built to support brands that care about consistency, flexibility, and execution.
For operators thinking about what’s next, this is what scaling with intention looks like. Want to learn more, reach out to us at www.streamorders.com/enterprise
