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Le pain Quotidien

Preserving tradition, embracing change: a partnership baked to perfection

The client

Le Pain Quotidien started with a loaf, a dream, and a simple idea: great food, shared together. What began as A neighborhood bakery,
grew into a global identity.
Spreading warmth across cities worldwide.

As Le Pain Quotidien stayed true to its roots, scaling up was never about growth — it was about staying authentic. Embracing modern expectations was essential, but they were determined to grow without losing their artisanal touch.
Building on that purpose, Le Pain Quotidien found in November Five a partner who shared its obsession for quality and empathy. From the atelier floor to the boardroom, every decision - whether in a strategic planning session or a solution rollout - preserved the bakery’s brand promise, ensuring that digital avenues not only respected tradition but enriched it.
‍

Crucially, the secret to this success lies in a fundamental truth: the partnership was never transactional - it was about rolling up our sleeves, working as one team, and being ready to deliver CX baked to perfection, no matter what.

6+
years

of continuous partnership

32
experts

dedicated and versatile in their skills

9
projects

completed across the full value chain

3
countries

visited to ensure cultural relevance

Their atelier is a true source of inspiration

Strolling in London after visiting Customer Engagement Summit 2022.

20

19

The one where it all started
As new ownership emerged, Le Pain Quotidien prioritized continuity while preserving its essence. We secured digital assets and immersed ourselves in their operations. Launching a new website was the first step, focused on empathy and a standout customer experience. Technology served to enhance their character, not redefine it.

20

The one where it got real
When COVID-19 forced Le Pain Quotidien to close its stores, revenue plummeted to zero. In just five weeks, online ordering launched across dozens of locations, turning zero revenue into a lifeline. Beyond technical agility, we worked closely with their teams to ensure the solution resonated with customers and preserved connections. Under pressure, we proved steady and reliable, reinforcing their trust.

21

The one where we stepped it up
As Le Pain Quotidien refined its e-commerce strategy, the focus shifted from more tools to better value and a seamless ecosystem. We aligned vendor solutions into a unified framework, simplifying their environment since day one. With minimal coding and focused collaboration, we prioritized outcomes over complexity, naturally stepping into an orchestrating role.

23

The one where we inspired
At Le Pain Quotidien’s annual franchisee conference in Mexico, a keynote on AI turned into action. Instead of theorizing, we introduced Alain.AI, a practical idea shaped by diverse franchise contexts. This solution unified standards globally, ensuring consistent quality and efficiency, while bringing Le Pain Quotidien’s global family closer together.

24

The one where we impressed
During a key country meeting, it was clear that Le Pain Quotidien's digital evolution now seamlessly aligned with their goals. By pairing technology with human insight, we kept the brand’s legacy alive. These solutions didn’t distance but supported growth, honoring Le Pain Quotidien’s heritage while shaping its future.

November Five’s dedication extends beyond deliverables. They’ve become a vital part of our team, deeply understanding our business and helping us adapt while staying true to our brand. For over six years, they’ve been a steady, reliable partner, guiding us through challenges confidently.

Annick van Overstraeten, CEO of Le Pain Quotidien
We act as their digital/IT team
making moves across the entire value chain

Operations

Driving F&B innovation and operational efficiency through advanced and/or custom inventory management tools.

Finance

Supporting strategic decision-making with actionable insights validated through advanced analytics.

Franchising

Empowering franchisees with custom scalable knowledge bases and support systems to manage and grow their businesses.

Marketing

Enhancing brand engagement and expanding customer reach through digital campaigns, streamlining customer journeys to elevate loyalty with improved digital interfaces.

Digital/IT

Our collaboration ensures each component enhances the brand’s authentic experience through one consolidated architecture.

Merging tradition with digital in a modern storefront

Digital CX
2024

Merging tradition with digital in a modern storefront

Digital CX
2024

Alain AI: Creating the ch(I)ef’s digital twin

AI
2024

Alain AI: Creating the ch(I)ef’s digital twin

AI
2024

From store_only to digital CX in five weeks

Digital CX
E-commerce
2020

From store_only to digital CX in five weeks

Digital CX
E-commerce
2020
the projects
Jump to projects
project lpqo-0001-website
2024
Output
Website
Integrated CMS
Value chain
Marketing
Digital CX
Year
2024

Mixing tradition with innovation through a fresh Digital storefront

Reinventing a website is always a delicate challenge, especially for a brand with such a rich history as Le Pain Quotidien. Their story of craftsmanship and tradition felt like a well-kept secret; one that, we believed, deserved to shine in a way their previous site couldn’t deliver. We dove deep into their heritage, their processes, and their values, uncovering a narrative that could captivate and inspire. Our mission was clear: to create a platform that not only amplifies their story to grow a passionate audience but also empowers franchisees around the world to share it—preserving both their individual values and the brand’s essence.
The challenges
1

Shape over 35 years of history into a compelling story that resonates worldwide

2

build a unified system to efficiently manage 46 locales

3

Seamlessly integrated existing systems for maximum impact

4

measure brand awareness

Guided by mutual admiration, we created a narrative that embodies their brand story: It’s about time.

Whether it’s the decades-long story they’ve built, the patient 33-hour rise of their bread to perfection, or the warm invitation to slow down and savor a moment in their restaurants, one theme stood out above all: time — their secret ingredient, their ethos, and the unspoken thread that ties it all together.

we translated this ethos into an engaging digital story

The launch of Le Pain Quotidien’s new global website represents a transformative leap in their digital journey. This platform is not merely an update, but a comprehensive reimagining that embodies the brand’s core values of warmth, authenticity, and connection. Designed as a mobile-first experience, the website ensures seamless accessibility and engages users through dynamic visual storytelling. By consolidating 15 separate websites into one unified global storefront, it streamlines content management and strengthens the brand’s online presence across over 25 countries. This strategic overhaul not only optimizes SEO performance and discoverability but also offers flexibility for localized content, significantly reducing management workload.

25

countries

12

weeks

1

unified system
project lpqo-0002-2_0
2021

From store-only to digital Customer Experience success in just five weeks

In early 2020, amidst the global pandemic, Le Pain Quotidien faced unprecedented challenges as physical stores were shut down abruptly, halting revenue streams. Recognizing the urgent need to adapt and deliver, we partnered with Le Pain Quotidien to launch a robust e-commerce platform in record time. Our mission was clear: transition from a store-only model to a comprehensive digital storefront as soon as possible, ensuring business continuity while differentiating on customer experiences.
The challenges
1

Rapidly launch a brand-worthy e-commerce platform for over 40 stores to sustain revenue amid physical closures

2

Integrate multiple ordering and delivery platforms seamlessly to maintain operational efficiency

3

Avoid high fees from third-party services while taking ownership of valuable customer data

4

Elevate LE pain quotidien’s in-store success online to support growth and maintain the brand’s identity

Guided by our motto, "avec vous jusqu'au bout," we ensured Le Pain Quotidien could fully restart their operations by putting online 40 stores across 2 countries in 5 weeks.

We ran the program to integrate Deliverect's product as the backbone between LPQ's ePOS system's & store operations, implemented, integrated and rolled out their click & collect solution and combined it with a CSAT program to close the loop. This way we quickly and constantly learned what was working for our guests and what was up for improvement. On a daily basis we took all these learnings, from guests, from operations and management to iterate on all levels. Technology as an enabled pur sang.

40

stores digitized

0

downtime

5

weeks 'til launch
The ever-moving digital world relentlessly pursues ways to connect, grow, and experience. Yet, mediocrity is an all too common companion, too often we’re told to accept that it is what it is. We defy that notion.

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Antwerp roots · Global movement