Amy's Pastry
70 Year Old Retail Bake Shop
Amy's Pastry is a large retail bakery in Montebello CA. They offer a large variety of freshly baked goods. They are well known for cakes, and have become known for offering custom cakes and custom cookies.
The Challenge
As an older business, Amy's Pastry relied heavily on phone calls and walk in customers driving their custom cake sales.
The old process fell short in critical ways:
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Staff could not collaborate because it was an all-paper process.
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Leads were lost when we did not pickup the phone
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Order process was rushed since it must be finished while the customer and team member were available in-person or on-phone.
The Proposed Solution
Enable customers to start their own custom orders online. Then enable staff to reply to customers via text message, all managed through Amy's Pastry custom order management system.
This enables collaboration among staff, easily accessed conversation history, and order history, order status, and notes, and images.
Results
Revenue
Significant new revenue captured per year.
Accountability
No more he-said she-said between employees and customers. Detailed records of what happened are easily accessed.
Customer Experience
We have full control of the customer experience. Our new process is easy to use from order start, all the way to payment, and pickup.