Le Pain Quotidien e-commerce
Le Pain Quotidien e-commerce
Revenue hit zero when COVID struck. 4.76 CSAT. 40 stores back online in 5 weeks on a proprietary platform they owned, not a third-party app that took their margin.
TL;DR
TL;DR
Sales went to zero overnight due to lack of functioning e-commerce when covid hit.
Proprietary e-commerce launched in just 5 weeks for 40 stores in Belgium and France.
Piloted and iterated, winning back sales in a crowded online market.
Immediate bounce-back in sales as soon as stores reopened digitally.
ABOUT CLIENT
ABOUT CLIENT
Founded in Belgium in 1990, Le Pain Quotidien is an international bakery-restaurant brand with 260+ locations in 20 countries, known for quality ingredients, artisanal bread, and communal tables.
Founded in Belgium in 1990, Le Pain Quotidien is an international bakery-restaurant brand with 260+ locations in 20 countries, known for quality ingredients, artisanal bread, and communal tables.
SERVICES
SERVICES
Discovery & user research
Experience strategy
UX & UI design
E-commerce development
Integration with POS & delivery
User testing & optimization
YEAR
YEAR
2020/2021
2020/2021
4.76
4.76
Customer satisfaction (CSAT) (real-time survey)
Customer satisfaction (CSAT) (real-time survey)
40
40
onboarded stores in Belgium and France
onboarded stores in Belgium and France
5
5
weeks from brief to launch
weeks from brief to launch
THE CHALLENGE
THE CHALLENGE
Disconnected overnight
Disconnected overnight
When the 2020 pandemic forced Le Pain Quotidien to close its doors, revenue dropped to zero. Without its own digital channel, the bakery was cut off from customers. Delivery apps could have offered a quick band aid, but with third-party costs and limited customer visibility, they weren't a real solution. Getting back online fast was survival. Doing it on a third-party app meant giving away margin and customer data. They needed both speed and ownership.
When the 2020 pandemic forced Le Pain Quotidien to close its doors, revenue dropped to zero. Without its own digital channel, the bakery was cut off from customers. Delivery apps could have offered a quick band aid, but with third-party costs and limited customer visibility, they weren't a real solution. Getting back online fast was survival. Doing it on a third-party app meant giving away margin and customer data. They needed both speed and ownership.
THE SOLUTION
THE SOLUTION
A fully integrated e-commerce platform
A fully integrated e-commerce platform
With revenue at zero, Le Pain Quotidien needed to act fast. We worked as one team to integrate every order channel (web, mobile, and in-store) directly to the kitchen, using Deliverect to streamline processing. By choosing a flexible, proven platform for click & collect, reusing existing assets, and focusing only on what mattered, we kept complexity low and moved quickly. In just five weeks, Le Pain Quotidien was selling again, in the same, lovable way.
With revenue at zero, Le Pain Quotidien needed to act fast. We worked as one team to integrate every order channel (web, mobile, and in-store) directly to the kitchen, using Deliverect to streamline processing. By choosing a flexible, proven platform for click & collect, reusing existing assets, and focusing only on what mattered, we kept complexity low and moved quickly. In just five weeks, Le Pain Quotidien was selling again, in the same, lovable way.
SUCCESS DRIVER 1
SUCCESS DRIVER 1
Move fast by building on what works
Move fast by building on what works
When speed was critical, we didn't start from scratch. We reused existing assets, integrated with current systems, and focused only on what mattered most. This let us launch in five weeks. The shortcuts were the strategy, not the compromise.
When speed was critical, we didn't start from scratch. We reused existing assets, integrated with current systems, and focused only on what mattered most. This let us launch in five weeks. The shortcuts were the strategy, not the compromise.
SUCCESS DRIVER 2
SUCCESS DRIVER 2
Pilot, learn, and scale - don't bet it all on day one
Pilot, learn, and scale - don't bet it all on day one
Instead of a big-bang launch, we piloted click & collect in a single store, gathered feedback, and iterated daily. This approach surfaced hidden issues early and let us adapt quickly, ensuring a smooth rollout to 40 stores. Shipping daily beat waiting for perfect.
Instead of a big-bang launch, we piloted click & collect in a single store, gathered feedback, and iterated daily. This approach surfaced hidden issues early and let us adapt quickly, ensuring a smooth rollout to 40 stores. Shipping daily beat waiting for perfect.
SUCCESS DRIVER 3
SUCCESS DRIVER 3
Own your channel, own your future
Own your channel, own your future
Third-party delivery apps offered a quick fix, but kept valuable data and margins out of reach. By building their own integrated e-commerce, Le Pain Quotidien gained direct customer insight, stronger loyalty, and control over profitability. Digital started as a survival tactic. It ended as a channel they own.
Third-party delivery apps offered a quick fix, but kept valuable data and margins out of reach. By building their own integrated e-commerce, Le Pain Quotidien gained direct customer insight, stronger loyalty, and control over profitability. Digital started as a survival tactic. It ended as a channel they own.
Get in touch
When your digital product is the business, the margin for error is different. So is the team you need.
If that's where you are, let's talk.
Get in touch
When your digital product is the business, the margin for error is different. So is the team you need.
If that's where you are, let's talk.
Get in touch