Make your Client Experience More Appealing
Trifecta and Carlo’s Bakery transform the in-store customer experience from transactional to social with a mobile iPad POS solution powered by the Salesforce Platform.
Services Provided
Consulting & Implementation, Custom Salesforce Development, Salesforce Architecture, Project Management, Business Analysis, Information Architecture, Wireframing, Prototyping, Interface Design, Responsive Web Design, Mobile Apps
The Story
Background:
Carlo’s Bake Shop is perhaps best known for being featured on the TLC Show Cake Boss. However, the company’s history pre-dates the show by several decades to 1963 when the Valastro family purchased the bakery from Carlo Guastaffero. The family-owned bakery, currently run by Buddy Valastro Jr., is located in Hoboken, NJ and specializes in baked goods of all types. Buddy’s innovative cake decorating skills caught the eye of celebrities, magazines, and network television alike, which led to appearances on the Food Network. Executives at TLC pitched Cake Boss, which became an instant hit, and has inspired several spin-off shows, such as Cake Boss: Next Great Baker and Buddy’s Bakery Rescue.
Challenge:
When Carlo’s Bake Shop hit the spotlight, they experienced a 1000 percent increase in sales over a very short period of time. This surge in popularity meant long lines outside their flagship storefront in Hoboken, NJ, which led to hours-long lines for customers to purchase baked goods.
The new Carlo’s fanbase left their loyal, long-time customers disappointed with how long they had to wait for their usual treats. Carlo’s wanted a way to personalize the in-store experience to increase customer loyalty and dramatically cut wait times for locals and tourists alike. In addition, their legacy Point-of-Sale (POS) system, which consisted of pen and paper for order taking and a cash register for payments, needed to be updated with a more efficient form of technology.
The new Carlo’s fanbase left their loyal, long-time customers disappointed with how long they had to wait for their usual treats. Carlo’s wanted a way to personalize the in-store experience to increase customer loyalty and dramatically cut wait times for locals and tourists alike. In addition, their legacy Point-of-Sale (POS) system, which consisted of pen and paper for order taking and a cash register for payments, needed to be updated with a more efficient form of technology.
Carlo's Bake Shop was in need of a POS solution that integrated directly with Salesforce to streamline customer data, product information and pricing.
Our Work
Strategy:
Trifecta built a custom point-of-sale solution that pulled key customer data, product information, and pricing from Salesforce, and presented it through an iPad application that is personalized for each store. When orders are finalized and the payment is captured, the final order data is passed back to Salesforce, allowing Carlo’s to build a 360-degree view of their customer.
Mobile Point-of-Sale
Trifecta designed and built a native mobile solution utilizing the Salesforce mobile app in conjunction with a Heroku cloud-based transactional layer for transient data. We enabled card readers to provide secure credit card processing, with sensitive data sent to the cloud via SSL. Our design for the point-of-service catalog structure was based on a simple, three-touch maximum for product ordering by staff, to assist in expediting the order process.
The Results
Results:
The POS intuitive catalog structure improved efficiency and the ability to handle the increased customer flow at Carlo’s Bake Shop. The order pickup process was personalized and expedited through our solution. Customers could quickly locate staff to have their orders pulled up on the iPad, and finalize payments through mobile devices.
The new system capitalizes on the benefits of both the Salesforce mobile platform and the Heroku cloud to ensure a highly scalable solution that has 24/7/365 uptime. Our elegantly crafted mobile solution allows the Carlo’s staff to interact in a social way with customers as they move throughout the bakery.