Evolving from online to bricks and mortar
Project Components:
- Shopify Online Store
- Domain Purchase
- Email Setup
- Social Media Creation
- Shopify Point of Sale
- Staffing
- Marketing
- Business Process Consultancy
The Background:
Tilly’s Desserts is a family run business that makes and delivers amazing homemade desserts in Kendal, England and the surrounding areas.
A mother/daughter team took over the business in 2018 after the previous owner decided the business hadn’t been performing as well as planned.
Evelyn and Sarah, have completely revamped the Tilly’s offering to be fully homemade and frequently have new and exciting specials on offer each week. This change was immediately picked up by their customers and word quickly spread and their customer base grew quickly.
What we did:
It quickly became clear that their current website wasn’t fit for purpose and was holding them back from growing further.
We worked with them to identify the three key issues:
1. The site wasn’t intuitive
Firstly, we completely redesigned the Shopify store to be focused on a simple customer journey. Products needed to not only be easy to find, but easy to customise as the popular ‘Dessert Factory’ was a key selling point for the business.
We also implemented new personalised email addresses for the business and launched easy ways for customers to get in touch, and give feedback. We even launched a loyalty program!
2. The back office was an admin strain
Then we turned to the back-office processes. Normally running the kitchen with only 1 staff member, managing the orders coming in and booking orders out for delivery was initially very admin heavy, however, we worked with the team to design a workflow that allowed them to work smarter. Using automatically printed order sheets and ensuring the drivers had the right tools for the job, the whole kitchen runs smoothly.
3. There was no business process
Once this was implemented and running, we spent time understanding pain points within the day to day running of the business and helped develop a suite of processes and templates to help them with the running of the business.
Implementing applications such as Sling, we also helped streamline their staffing and scheduling of teams too.
Going forward:
We’re working with the Tilly’s team at the moment to help them open a cafe in Kendal. Developing and changing their existing processes to allow them to make the jump from being fully online to being a bricks and mortar shop too.
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