Make your Client Experience More Appealing
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.
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.
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.
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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 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.
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