bake - July/August 2021 - 33

bakers could only place ingredients and supply orders
through their sales representatives during work hours
in the work week - a process that many bakers in the
industry still go through today. Now with Dawn's eCommerce
platform, retail bakers can access baking supplies
24/7, 365 days a year. The increased convenience and time
savings has allowed Dawn to become an even stronger
partner for retail bakers, who now have more flexibility to
spend time focused on their business and customers.
ONLINE ORDERING
Bob Howland, chief digital officer for Dawn Foods, has
witnessed valuable updates and innovations over the past
year since Dawn Foods launched its 24/7 online ordering
system that allows bakers to add items to their online cart
and place orders whenever it is most convenient.
BAKE What are some key takeaways and learnings from
the first year of Dawn's innovative eCommerce rollout?
HOWLAND At Dawn Foods, our values are rooted in our
commitment to our people, products, and customers. We
call this our Dawn Circle of Excellence, and it has been an
important guide for the eCommerce platform rollout. With
the platform rollout rooted in our commitment to customers,
we've both seen and learned the power of directly listening
to them. Our team could create and add all types of
features to the platform we think are important to bakers,
but it means nothing if we aren't asking for their feedback
to inform our decision making. Because our platform
is built using a modern digital architecture, we are in a
great position to be more agile, flexible, and fast to meet
the needs of retail bakers. Our customers have felt the
positive effects of this effort too with three in four reporting
being satisfied with the online experience.
The importance of leadership buy-in has been another
key learning. The baking industry isn't exactly known
for its digital commerce and for many it can be difficult
to see a digital future. In Dawn's case, before we launched
our eCommerce platform, we focused our energy on local
salespeople and partnerships.
BAKE What are some examples of key customer benefits?
HOWLAND From connecting directly with customers,
we learned that convenience and time savings are two
key benefits they enjoy from using the platform. Before,
BAKE How does eCommerce enhance productivity?
HOWLAND Our eCommerce platform enhances productivity
by making all of the 10,000 products from our
catalog accessible to our customers online. Not only are
our customers enjoying the platform - nine in ten report
that they intend to continue using online ordering in the
future, they are discovering products through our online
product catalog, and we are seeing higher order values
from online customers compared to customers ordering
directly through their sales representative.
We also take our customer feedback seriously and try to
identify ways to quickly update technology that addresses
their needs. For example, within a month after our launch
last year, we were already collecting customer feedback
and made 40 different updates to the customer-facing
interface of the platform. We continue to make improvements
and, this year alone, our team has delivered five
major releases that included over a dozen new features,
such as the ability to import shopping lists to the platform
and place special orders online.
BAKE How is Dawn driving growth for customers as the
platform increases in adoption?
HOWLAND While customer adoption has been strong
in 2021 with a week-over-week growth in both setting
up online accounts and customer-placed online orders,
we still have much work ahead of us. To help us and our
customers grow, we are building a " Voice of the Customer "
program. This program will ensure we have an
online customer experience that drives growth for both
Dawn Foods and our retail bakers. The program includes
regular engagement with customers to gain both qualitative
and quantitative research results that provide
insights into how we can further improve the customer
experience online.
bakemag.com | JUL-AUG 2021 > 33
http://www.bakemag.com

bake - July/August 2021

Table of Contents for the Digital Edition of bake - July/August 2021

bake - July/August 2021 - Intro
bake - July/August 2021 - 1
bake - July/August 2021 - 2
bake - July/August 2021 - 3
bake - July/August 2021 - 4
bake - July/August 2021 - 5
bake - July/August 2021 - 6
bake - July/August 2021 - 7
bake - July/August 2021 - 8
bake - July/August 2021 - 9
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bake - July/August 2021 - 12
bake - July/August 2021 - 13
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https://digital.bakemag.com/sosland/bake/bake-july-august-2021
https://digital.bakemag.com/sosland/bake/bake-redbook-2021
https://digital.bakemag.com/sosland/bake/bake-july-2021
https://digital.bakemag.com/sosland/bake/bake-may-june-2021
https://digital.bakemag.com/sosland/bake/bake-special-report-may-june-2021
https://digital.bakemag.com/sosland/bake/bake-march-april-2021
https://digital.bakemag.com/sosland/bake/bake-january-february-2021
https://digital.bakemag.com/sosland/bake/2021_01_01
https://digital.bakemag.com/sosland/bake/2020_12_01
https://digital.bakemag.com/sosland/bake/2020_11_01
https://digital.bakemag.com/sosland/bake/2020_09_01
https://digital.bakemag.com/sosland/bake/2020_08_01
https://digital.bakemag.com/sosland/bake/2020_07_02
https://digital.bakemag.com/sosland/bake/2020_07_01
https://digital.bakemag.com/sosland/bake/2020_06_01
https://digital.bakemag.com/sosland/bake/2020_05_01
https://digital.bakemag.com/sosland/bake/2020_04_01
https://digital.bakemag.com/sosland/bake/2020_02_01
https://digital.bakemag.com/sosland/bake/2020_01_01
https://digital.bakemag.com/sosland/bake/2019_12_01
https://digital.bakemag.com/sosland/bake/2019_11_01
https://digital.bakemag.com/sosland/bake/2019_10_01
https://digital.bakemag.com/sosland/bake/2019_09_01
https://digital.bakemag.com/sosland/bake/2019_08_01
https://digital.bakemag.com/sosland/bake/2019_07_01
https://digital.bakemag.com/sosland/bake/2019_06_01
https://digital.bakemag.com/sosland/bake/2019_05_01
https://digital.bakemag.com/sosland/bake/2019_04_01
http://digital.bakemag.com/sosland/bake/2018_07_02
https://digital.bakemag.com/sosland/bake/2019_03_01
https://digital.bakemag.com/sosland/bake/2019_02_01
https://digital.bakemag.com/sosland/bake/2019_01_01
http://digital.bakemag.com/sosland/bake/2018_12_01
http://digital.bakemag.com/sosland/bake/2018_11_01
http://digital.bakemag.com/sosland/bake/2018_10_01
http://digital.bakemag.com/sosland/bake/2018_09_01
http://digital.bakemag.com/sosland/bake/2018_08_01
http://digital.bakemag.com/sosland/bake/2018_07_01
http://digital.bakemag.com/sosland/bake/2018_06_01
http://digital.bakemag.com/sosland/bake/2018_05_01
http://digital.bakemag.com/sosland/bake/2018_04_01
http://digital.bakemag.com/sosland/bake/2018_03_01
http://digital.bakemag.com/sosland/bake/2018_02_01
http://digital.bakemag.com/sosland/bake/2018_01_01
http://digital.bakemag.com/sosland/bake/2017_12_01
http://digital.bakemag.com/sosland/bake/2017_11_01
http://digital.bakemag.com/sosland/bake/2017_10_01
http://digital.bakemag.com/sosland/bake/2017_09_01
http://digital.bakemag.com/sosland/bake/2017_08_01
http://digital.bakemag.com/sosland/bake/2017_07_01
http://digital.bakemag.com/sosland/bake/2017_06_01
http://digital.bakemag.com/sosland/bake/2017_05_01
http://digital.bakemag.com/sosland/bake/2017_04_01
http://digital.bakemag.com/sosland/bake/2017_03_01
http://digital.bakemag.com/sosland/bake/2017_02_01
http://digital.bakemag.com/sosland/bake/2017_01_01
http://digital.bakemag.com/sosland/bake/2016_12_01
http://digital.bakemag.com/sosland/bake/2016_11_01
http://digital.bakemag.com/sosland/bake/2016_10_01
http://digital.bakemag.com/sosland/bake/2016_09_01
http://digital.bakemag.com/sosland/bake/2016_08_01
http://digital.bakemag.com/sosland/bake/2016_07_01
http://digital.bakemag.com/sosland/bake/2016_06_01
http://digital.bakemag.com/sosland/bake/2016_05_01
http://digital.bakemag.com/sosland/bake/2016_04_01
http://digital.bakemag.com/sosland/bake/2016_03_01
http://digital.bakemag.com/sosland/bake/2016_02_01
http://digital.bakemag.com/sosland/bake/2016_01_01
http://digital.bakemag.com/sosland/bake/2015_12_01
http://digital.bakemag.com/sosland/bake/2015_10_01
http://digital.bakemag.com/sosland/bake/2015_09_01
http://digital.bakemag.com/sosland/bake/2015_08_01
http://digital.bakemag.com/sosland/bake/2015_07_01
http://digital.bakemag.com/sosland/bake/2015_06_01
http://digital.bakemag.com/sosland/bake/2015_05_01
https://www.nxtbook.com/sosland/bake/2015_04_01
http://digital.bakemag.com/sosland/bake/2015_03_01
https://www.nxtbook.com/sosland/bake/2015_02_01
https://www.nxtbook.com/sosland/bake/2015_01_01
https://www.nxtbook.com/sosland/bake/2014_12_01
https://www.nxtbook.com/sosland/bake/2014_10_01
https://www.nxtbook.com/sosland/bake/2014_09_01
https://www.nxtbook.com/sosland/bake/2014_08_01
https://www.nxtbook.com/sosland/bake/2014_07_01
https://www.nxtbook.com/sosland/bake/2014_06_01
https://www.nxtbook.com/sosland/bake/2014_05_01
https://www.nxtbook.com/sosland/bake/2014_04_01
https://www.nxtbook.com/sosland/bake/2014_03_01
https://www.nxtbook.com/sosland/bake/2014_02_01
https://www.nxtbook.com/sosland/bake/2014_01_01
https://www.nxtbook.com/sosland/bake/2013_11_01
https://www.nxtbook.com/sosland/bake/2013_11_02
https://www.nxtbook.com/sosland/bake/2013_10_01
https://www.nxtbook.com/sosland/bake/2013_09_01
https://www.nxtbook.com/sosland/bake/2013_08_01
https://www.nxtbook.com/sosland/bake/2013_07_01
http://digital.bakemag.com/sosland/bake/2013_06_01
https://www.nxtbook.com/sosland/bake/2013_05_01
https://www.nxtbook.com/sosland/bake/2013_04_01
https://www.nxtbook.com/sosland/bake/2013_03_01
https://www.nxtbook.com/sosland/bake/2013_02_01
https://www.nxtbook.com/sosland/bake/2013_01_01
https://www.nxtbook.com/sosland/bake/2012_11_01
https://www.nxtbook.com/sosland/bake/2012_10_01
https://www.nxtbook.com/sosland/bake/2012_09_01
https://www.nxtbook.com/sosland/bake/2012_08_01
https://www.nxtbook.com/sosland/bake/2012_07_01
https://www.nxtbook.com/sosland/bake/2012_06_01
https://www.nxtbook.com/sosland/bake/2012_05_01
https://www.nxtbook.com/sosland/bake/2012_04_01
https://www.nxtbook.com/sosland/bake/2012_03_01
https://www.nxtbook.com/sosland/bake/2012_02_01
https://www.nxtbook.com/sosland/bake/2012_01_01
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