Enhancing Customer Experience at Bakers Delight through a Mobile Application
“Baker’s Delight” is a small family bakery that has been established for more than fifteen years and specializes in selling baked products. While the bakery has good brand awareness and a solid customer following, the organization stumbles when it comes to reaching out to customers online or improving their experience. This proposal aims to develop a mobile application to overcome these challenges, improve the customers’ experience, and optimize the bakery business.
Background
Currently, Baker’s Delight is using the traditional business model, and its key business processes involve face-to-face communication and handwritten and manual order handling. The bakery has a simple website that only gives information on its products and services; however, it lacks a great internet presence. The current IT system is limited, with only a basic POS system and basic accounting software being in use. The challenges customers experience include long hours of waiting during busy periods, limited stock availability information, and no online ordering provision.
Current competitors, who implemented more technologically advanced solutions, provide online ordering, loyalty programs, and individual communication with clients via mobile applications. Therefore, Baker’s Delight is missing out on possible consumers who have opted for the solutions that technology brings. The establishment of a mobile application is considered a viable step towards the advanced functioning of the bakery, enhancing customer loyalty, and ultimately increasing its sales.
Problem Statement
The most significant challenge that Baker’s Delight seems to encounter is the absence of a strong online presence and functional means of interacting with consumers. This problem manifests in several ways:
- Customer Convenience: Customers cannot order the items online; they can only order them by contacting the provider, which may take a lot of time, especially during busy hours, hence the loss of potential customers (Bolton et al., 2018).
- Engagement: Some potential issues include a lack of integration with real-time customer feedback, rewards, and incentives in the form of promotions.
- Operational Efficiency: The drawbacks of manual order handling include repeated mistakes, time wastage, and overworked staff (Tambo, 2015).
The absence of digital engagement hinders customers’ loyalty and the bakery’s capacity to rival other businesses that offer a convenient online experience. Implementing a mobile application would solve these problems, as people would be able to directly order online, participate in digital loyalty programs, and be targeted with personalized advertisements.
Audience
The stakeholders are the bakery’s owners, the stores’ managers, and the bakery’s IT advisors. Secondary stakeholders include the bakery employees and the consumers of the baked goods. Each group requires specific information to understand the benefits and implementation process of the mobile application.
Owners
The owners will benefit from the financial returns, especially the sales and customer loyalty concerning the restaurants to be owned. They will be given a clear matrix showing the cost and benefit, the time frame of the project, and the possibility of getting a return on investment (Savastano et al., 2018).
Store Managers
The managers should know how the application will reduce their work and make tasks easier for them. In terms of training, they will be provided with training plans, user manuals, and the potential operational effect of the plan’s implementation.
IT Consultants
The technical team will be responsible for defining the systems that are required, determining how the system will integrate with other IT systems in the organization, and ensuring data security. They will be handed technical details and proposals, along with details about the development strategy and the measures that shall be taken to ensure the security of the system.
Bakery Staff
The staff will also be educated on how best to use the new system that will be adopted in the new system. Training will include a formal training session that the user will attend, the creation of user guides, and follow-up support wherein the use of new software or tools will be explained and given to the user in the hope that it will be adopted.
Customers
For customers, it will be easy to comprehend the utility behind using the mobile application. The key communication techniques that will be applied to foster the social aspect of the distribution model are marketing campaigns, user-friendly tutorials, and customer support.
Communication with these diverse groups will involve the development of appropriate presentation and training materials and ongoing feedback opportunities (Alsulaimi & Abdullah, 2020) so that all stakeholders are informed and supportive of the new system.
References
Alsulaimi, A., & Abdullah, T. (2020, March). Management of Stakeholder Communications in IT Projects. In 2020 3rd International Conference on Computer Applications & Information Security (ICCAIS) (pp. 1-6). IEEE.
Bolton, R. N., McColl-Kennedy, J. R., Cheung, L., Gallan, A., Orsingher, C., Witell, L., & Zaki, M. (2018). Customer experience challenges: bringing together digital, physical, and social realms. Journal of Service Management, 29(5), 776–808.
Savastano, M., Amendola, C., & D’Ascenzo, F. (2018). How digital transformation is reshaping the manufacturing industry value chain: The new digital manufacturing ecosystem applied to a case study from the food industry. In Network, Smart and Open: Three Keywords for Information Systems Innovation (pp. 127-142). Cham: Springer International Publishing.
Tambo, T. (2015). Omni-channel retail information systems. In Encyclopedia of Information Science and Technology, Third Edition (pp. 874–882). IGI Global.
ORDER A PLAGIARISM-FREE PAPER HERE
We’ll write everything from scratch
Question 
You will submit a Business Case Proposal, which is a summary of your selected business case for the course project. The business case proposal will be submitted as a Word document and in
paragraph form. This business case proposal provides your instructor insight into the project you are selecting and allows for instructor feedback and guidance in terms of the scope of the
business case for this course.
Enhancing Customer Experience at Bakers Delight through a Mobile Application
The first milestone of the course project is an introduction.
Specifically, the following critical elements must be addressed:
I. Introduction: Provide an overview of your selected case. Be sure to provide appropriate citations and references to the case study you have selected.
a. Background: Establish a context for understanding your systems proposal. Specifically, explain any essential paradigms, processes, and activities of the existing information
technology systems.
b. Problem Statement: What is the problem that needs to be solved? Why is it a problem? What are the impacts on the enterprise?
c. Audience: Who are your audiences for this systems proposal? How will you effectively communicate the information of your proposal to these diverse group