Krispy Kreme ANZ: Delivering Joyful and Delicious Experiences with Adobe Commerce

Behind the scenes of the standout experience.

Krispy Kreme ANZ embarked on a digital transformation journey to become an industry leader, utilising innovative technologies to extend their product offering to a diverse customer base across in-store, online and community fundraising customers. To achieve their vision, they partnered with Balance to transform their eCommerce solution to a cutting-edge Adobe Commerce platform, marking a pivotal milestone in the brand’s digital commerce strategy.

The challenge was to seamlessly blend the unique and delightful in-store experience of Krispy Kreme with the digital realm, creating the ultimate customer experience across all touchpoints. This called for an eCommerce platform that not only replicated the welcoming atmosphere and the friendly and helpful staff and showcased the full range of core products and promotional offerings but also introduced innovative elements that would capture the essence of Krispy Kreme’s brand mission.

The platform’s vision is centred around delivering the utmost customer experience, regardless of the chosen shopping channel, be it in-store or online. To achieve this, the solution design placed a strong emphasis on user experience (UX) throughout the design and development phases.

Recognising the importance of optimising their online presence and driving innovation, Krispy Kreme and Balance joined forces with Comma Consulting. Leveraging their expertise, Comma Consulting provided valuable insights and assistance in critical areas such as conducting in-depth UX research and optimisation, devising a digital acquisition strategy for major mobile-focused campaigns, and designing the overall customer experience.

By combining their contributions with our team’s expertise in commerce development, we were able to shape a solution that perfectly aligned with Krispy Kreme’s vision and ultimately delivered an outstanding customer experience.

To ensure a seamless and user-friendly experience, the Balance UX team, and Comma Consulting conducted extensive initial research prior to the launch, which had a significant impact on various aspects of the solution. Moreover, Krispy Kreme recognised the crucial role of enhancing its team’s UX and functionality for daily operations, making it an integral part of the solution’s design process.

The resulting solution has proven to be a pivotal tool, significantly enhancing business efficiencies and empowering teams to deliver exceptional customer experiences across digital channels.

Adopting Adobe Commerce has brought about a transformative impact for Krispy Kreme ANZ. They have tripled their revenue, extended their commerce strategy, and consistently delivered a best-in-class customer experience that is highly regarded by the global Krispy Kreme team. With a 38% increase in eCommerce conversion rate and a 13% growth in average transaction value, Krispy Kreme ANZ has achieved significant business impact. Despite the challenges posed by COVID-19, they achieved a remarkable 71% increase in revenue.

Krispy Kreme ANZ delivers personalised and relevant experiences across touchpoints, ensuring accessibility and convenience for its customers. Their customer-centric culture, investment in Adobe technology, and unwavering commitment to creating moments of shared joy and excitement have set a new standard for excellence.

With their sights set on innovation, Krispy Kreme ANZ has an exciting lineup of projects on the horizon, all centred around enhancing loyalty experiences. These endeavours are designed to elevate personalised experiences, foster deeper connections, and bring unparalleled joy to their customers. Stay tuned for the delightful journey ahead!

Superior content management

  • Has significantly improved content management and publishing with an easy-to-use and intuitive interface.
  • Has streamlined content publishing for eCommerce, Merchandising and Marketing teams, with content preview and scheduling capabilities.
  • Supports a wide range of content to create immersive experiences for customers, e.g., images, videos, promotional banners and landing pages, adjustable page layouts, and more.

Customer-centric experiences

  • Customisable order management and fulfilment options specific to each operational zone across AU and NZ.
  • The solution provides a global view of real-time availability and orders so that customer service can easily help customers process orders.
  • The solution provides flexible fulfilment options, including click and collect, as well as intelligent order allocation based on customer delivery address.

Powerful insights

  • Business Intelligence capabilities provide a single source of truth for all of Krispy Kreme’s eCommerce data, and drive service improvement.
  • The solution provides data visualisation, cloud-based hosting and robust dashboard and report building tools in one place.

Scalability and optimisation

  • Reliable Amazon Web Service (AWS)–based environment that can support any size of eCommerce deployment, and major campaign traffic.
  • Use of a high performance CDN optimises content delivery, reducing load on critical infrastructure and increasing responsiveness in key conversion funnels.

Krispy Kreme ANZ embarked on a digital transformation journey to become an industry leader, utilising innovative technologies to extend their product offering to a diverse customer base across in-store, online and community fundraising customers. To achieve their vision, they partnered with Balance to transform their eCommerce solution to a cutting-edge Adobe Commerce platform, marking a pivotal milestone in the brand’s digital commerce strategy.

The challenge was to seamlessly blend the unique and delightful in-store experience of Krispy Kreme with the digital realm, creating the ultimate customer experience across all touchpoints. This called for an eCommerce platform that not only replicated the welcoming atmosphere and the friendly and helpful staff and showcased the full range of core products and promotional offerings but also introduced innovative elements that would capture the essence of Krispy Kreme’s brand mission.

The platform’s vision is centred around delivering the utmost customer experience, regardless of the chosen shopping channel, be it in-store or online. To achieve this, the solution design placed a strong emphasis on user experience (UX) throughout the design and development phases.

Recognising the importance of optimising their online presence and driving innovation, Krispy Kreme and Balance joined forces with Comma Consulting. Leveraging their expertise, Comma Consulting provided valuable insights and assistance in critical areas such as conducting in-depth UX research and optimisation, devising a digital acquisition strategy for major mobile-focused campaigns, and designing the overall customer experience.

By combining their contributions with our team’s expertise in commerce development, we were able to shape a solution that perfectly aligned with Krispy Kreme’s vision and ultimately delivered an outstanding customer experience.

To ensure a seamless and user-friendly experience, the Balance UX team, and Comma Consulting conducted extensive initial research prior to the launch, which had a significant impact on various aspects of the solution. Moreover, Krispy Kreme recognised the crucial role of enhancing its team’s UX and functionality for daily operations, making it an integral part of the solution’s design process.

The resulting solution has proven to be a pivotal tool, significantly enhancing business efficiencies and empowering teams to deliver exceptional customer experiences across digital channels.

Adopting Adobe Commerce has brought about a transformative impact for Krispy Kreme ANZ. They have tripled their revenue, extended their commerce strategy, and consistently delivered a best-in-class customer experience that is highly regarded by the global Krispy Kreme team. With a 38% increase in eCommerce conversion rate and a 13% growth in average transaction value, Krispy Kreme ANZ has achieved significant business impact. Despite the challenges posed by COVID-19, they achieved a remarkable 71% increase in revenue.

Krispy Kreme ANZ delivers personalised and relevant experiences across touchpoints, ensuring accessibility and convenience for its customers. Their customer-centric culture, investment in Adobe technology, and unwavering commitment to creating moments of shared joy and excitement have set a new standard for excellence.

With their sights set on innovation, Krispy Kreme ANZ has an exciting lineup of projects on the horizon, all centred around enhancing loyalty experiences. These endeavours are designed to elevate personalised experiences, foster deeper connections, and bring unparalleled joy to their customers. Stay tuned for the delightful journey ahead!

Superior content management

  • Has significantly improved content management and publishing with an easy-to-use and intuitive interface.
  • Has streamlined content publishing for eCommerce, Merchandising and Marketing teams, with content preview and scheduling capabilities.
  • Supports a wide range of content to create immersive experiences for customers, e.g., images, videos, promotional banners and landing pages, adjustable page layouts, and more.

Customer-centric experiences

  • Customisable order management and fulfilment options specific to each operational zone across AU and NZ.
  • The solution provides a global view of real-time availability and orders so that customer service can easily help customers process orders.
  • The solution provides flexible fulfilment options, including click and collect, as well as intelligent order allocation based on customer delivery address.

Powerful insights

  • Business Intelligence capabilities provide a single source of truth for all of Krispy Kreme’s eCommerce data, and drive service improvement.
  • The solution provides data visualisation, cloud-based hosting and robust dashboard and report building tools in one place.

Scalability and optimisation

  • Reliable Amazon Web Service (AWS)–based environment that can support any size of eCommerce deployment, and major campaign traffic.
  • Use of a high performance CDN optimises content delivery, reducing load on critical infrastructure and increasing responsiveness in key conversion funnels.
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