Background
La Boheme Café is a roastery based in Prague, with a focus on quality, sustainability, and social responsibility. They pride themselves on excellent customer service and a range of delicious blends.
The challenge
La Boheme Café needed a dedicated setup to manage their increasing B2B demand, with an easy way to transfer their existing customers to a new platform.
Their ordering timeframes were previously limited, as customers could only place orders when team members were available in the office. Many of La Boheme Café’s customers work in coffee shops, restaurants, and hotels, meaning it’s not always convenient for them to order during typical office hours.
On top of this, the team were spending a lot of time manually processing orders over the phone and via email. Not only did this slow down how orders were managed, but it also took the team’s time away from more valuable tasks, like building out their wholesale operations.
The solution
La Boheme Café have established Customer Groups based on pricing and discounts, as well as shipping rules for different countries. This level of pricing control ensures the business can provide a personalised experience at every stage of the customer journey.
The eCommerce team have implemented order rules based on volume and minimum order quantities, each of which aligns with different Customer Groups. This allows the business to better manage profit margins and cash flow, while delivering on operational efficiency.
The use of SparkLayer’s Customer Group tool has enhanced their marketing efforts, too. All communications are bespoke and are aligned with the product and price lists in the platform. As a result, the entire customer journey feels cohesive and familiar, customised to them.
The results
The business has seen a 50% reduction in time spent on B2B-related tasks each week. This is due to no longer having to manually process orders over the phone or via email and input them into various previous platforms.
Prices and discounts are automatically synced to each Customer Group, meaning less time is now spent reconciling financial information.
La Boheme Café’s customers can now order 24/7, without the need to go through the business’ sales team - and without the limitations of office hours or time zones. This accessibility better suits their customers who operate beyond typical work hours.
“We created segments based on what people buy and how much they buy. Now we can focus on these different groups and work with them using more personalised communication. This helps with building long-term, highly loyal customer relationships. The Sales Agent tool is great - if a customer calls with a problem, we can immediately log in as them, and it’s really easy to understand the problem. We love it because it really impresses customers.
As a result of SparkLayer, we have better communication, and we really enjoy it. The quality meets the cost, and the support is great. They always answer us quickly and help us a lot; we really appreciate it. " ~ Ilona Al Saleh, eCommerce Manager
Explore more
To learn more about La Boheme Café, visit their website.
To see how SparkLayer works with Shopify, you can explore via the links below: