About Brown Bear Bakers

Brown Bear is a trademark owned by BAKEMAX FOODS PRIVATE LIMITED. It is a 8 year old company founded by a group of young entrepreneurs with a strong passion and desire to bring innovation and uniqueness to the bakery industry. Their business model is focused on catering to the contemporary generation’s interest in trendy food that offers genuine value and affordability.

Objective

Brown Bear was searching for a technology partner to improve their digital customer journey and enhance their customer experience, as they are committed to provide exceptional customer service.

Having only an offline business presence Brown Bear limited the bakery’s reach, customer experience and potential customer base. Without an online presence, the bakery was not able to reach customers who prefer to order online or who live outside the local area. This resulted in missed opportunities for growth and revenue. And also affected the customer experience at large.They aimed to find a technology partner who could help them retain existing customers and attract potential ones by offering an outstanding customer experience.

Solution

Now every time a customer makes a purchase with the bakery. Brown Bear knew what the customer purchase behavior and spending patterns were, the new system immediately recognised the valuable customers versus first timers and an automated message was instantly sent on whatsapp appreciating them and providing various Just-In-Time offers without manual intervention.

Imagine the customer getting notifications when they had their birthdays ,marriage anniversaries, and other occasions.Brown bear was able to monetize these opportunities by sending them personalized messages through whatsapp, mail ,sms and showing them that they cared for their customers.

This marketing technology which is integrated with zithara allowed Brown bear not only with online presence but now they were able to communicate with their customers to know them better this also helped to increase purchases and helped in potential customer referrals and also increased brand awareness which resulted in greater customer base .All of this helped in accelerating customer experience which resulted in 48% increase in customer retention and 36% increase in sales`