Highlights — TLDR

1. Global Success of Le Pain Quotidien: Originating from Belgium, Le Pain Quotidien has grown into a worldwide chain with 200 restaurants in 13 countries, known for its high-quality bread, pastries, and organic offerings.

2. Adapting to Pandemic Challenges: Faced with dining room closures in 2020, Le Pain Quotidien pivoted to focus on off-premise orders, maintaining its commitment to quality and customer experience despite shifting to delivery-only services.

3. Streamlined Order Management with Deliverect: To manage the influx of delivery orders from multiple third-party partners, Le Pain Quotidien utilized Deliverect to aggregate orders onto a single tablet, enhancing operational efficiency.

4. Maintaining Quality in Delivery: The partnership with Deliverect enabled Le Pain Quotidien to uphold its high food quality and customer service standards, even when adapting to a delivery-only model.

5. Expansion and New Customer Reach: With Deliverect's help, Le Pain Quotidien has not only navigated the challenges of the pandemic but also expanded its customer base, with deliveries now constituting 20% of its business.

Le Pain Quotidien reaches new customers without sacrificing quality thanks to Deliverect

Le Pain Quotidien, which translates to daily bread, is a favorite meeting place for lovers of top-quality bread, pastries, organic food, and coffee all over the world. The company’s bakery restaurants have a relaxed, rustic feel without any compromise on quality or service. 

“We were founded thirty years ago in Belgium by Alain Coumont,” explains Silke Van den Houte, the brand’s Global Storyteller, “He was a chef who was looking for a specific type of high-quality bread, and he couldn’t find it in any bakery, so he just started baking himself.”

Since these humble beginnings, Le Pain Quotidien has succeeded where many others have failed – by delivering high-quality food at scale in diverse geographies.

“Thirty years later, we have 200 restaurants all over the world,” Silke continues, “We are present in 13 countries, and you can come to Le Pain Quotidien to order bread and pastries at the counter, you can sit with friends, or you can meet a stranger and share meaningful connections around our communal table.”

As a meeting place all about fresh ingredients and a warm welcome, the team had to have a re-think as dining room closures hit the industry in 2020.

Surviving dining room closures with off-premise orders

The importance of sharing physical space with others was brought into sharp focus in 2020. The challenge for Le Pain Quotidien was to continue to provide the top-quality shared experience without being able to accept dine-in customers at its communal tables or on its breezy patios – how to offer the “Le Pain” experience for delivery only. 

The food would have to be still high-quality when it arrived. And the entire ordering experience should be smooth and frictionless to match the standards set by the brand. 

Using multiple third-party delivery partners, Le Pain Quotidien was able to recover a proportion of its business with off-premise orders quickly. But this created a problem of managing orders on so many different tablets.

Benoit Hage, E-PoS Systems Global Manager for the bakery-restaurant chain, says: “Covid-19 impacted a lot the delivery business in general. And, of course, the dining sections were closed. What we decided to do, thanks to Deliverect, is to aggregate all the platforms into one tablet so that we can manage our menus and availability.”

By collating and managing all the orders in one place, Deliverect helped Le Pain Quotidien keep up with orders and maintain the quality of the customer experience. The brand was able to quickly change course yet maintain momentum even during this unprecedented period.

Deliverect helps Le Pain Quotidien reach new customers

With restrictions in many areas now being lifted, dine-in customers are returning, but the delivery channel is still important to Le Pain Quotidien. It allows the brand to reach a new audience of customers. 

“At the moment, we are doing around 20% of our business thanks to the deliveries,” Benoit reveals, adding, “Thanks to Deliverect, which helped us increase our business and reach more new customers.”

With menus already set up through Deliverect, adding a new platform is much quicker than starting from scratch. Deliverect can push the menu information out to the new platform instantly. Benoit explains, “We just need a few clicks to deliver through a new platform thanks to the Deliverect tablet. 

Deliverect has enabled Le Pain Quotidien to survive dining room closures and open up a new channel with its customers. All of this without compromising the quality of food and service which is the foundation of success for the brand.