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Bakers Delight

Bakers Delight
Bakers Delight is the Australia’s most successful bakery franchise. Australian-owned after thirty years, Bakers Delight has more than 700 bakeries across three countries, serving more than 2 million customers each week. Bakers Delight and its bakery operators proudly support local charitable and community-based organisations including schools, hospitals and sporting clubs – and is a major supporter of the Breast Cancer Network Australia raising $4.5 million in the past 10 years.

THE CHALLENGE

Like many businesses, Bakers Delight is driven to reduce costs and improve business efficiency. With multiple offices across Australia and New Zealand, its printing services are geographically distributed, requiring remote support for offices that do not have dedicated IT staff.    

To meet print requirements, Bakers Delight was using multiple vendors, but found that the range of different agreements and invoices was a major headache. The number of different solutions in place meant that costs were inconsistent across different areas of the business, making forecasting and costing needlessly difficult – and making it impossible to accurately apportion costs to appropriate departments.  

The range of vendors and agreements also meant that flexibility was very limited, making it difficult to adapt to changing business requirements.

THE SOLUTION

Bakers Delight spoke to Upstream about its current and perceived future printing requirements, which then developed a customised solution to meet the business needs.   


 Upstream’s architect designed a solution that offered: 

  • A streamlined fleet of devices to simplify operational management, with all servicing and automated toner delivery included. 
  • 18% ongoing annual savings, combined with 50% increased capacity to improve business efficiency. 
  • uTrack solution which tracks print behaviours for accurate departmental charge-back, and a consistent cost-per-page across the business to simplify financial forecasting. 
  • ‘Find Me’ solution which lets users authenticate themselves to any printer to retrieve their jobs - ensuring that jobs are printed at the most convenient location to them, reducing waiting time, and waste. 
  • UpstreamConnect for automated billing, with the convenience of a single monthly invoice. 
  • Upstream Customer Account Review – an annual review of how the agreement is working with the opportunity to make changes as required.   

The solution is supported by SLAs to ensure maximum uptime and fast service response, and is flexible enough to change in line with emerging business requirements and IT’s internal commitments to the business. As a result, the burden of IT maintenance is reduced for Bakers Delight staff and financial administration is also vastly simplified.

THE RESULTS

“Dealing with Upstream was a breath of fresh air,” says Joanne Stubbs, CIO at Bakers Delight. “They really understood our business drivers and were able to put together an offering that met them, without locking us out of the ability to change as the business grows and our requirements vary. The cost savings were very welcome, while the increased capacity came as a bonus!”   

At the first Customer Account Review it was clear that actual print volumes were lower than originally anticipated.  This was attributed to three Upstream deliverables: 

  • uTrack reporting increasing user awareness of print and copy costs, which ensured that users only printed what was absolutely necessary. 
  •  uTrack departmental chargeback ensuring department managers see the real cost of output, and taking the initiative to reduce volumes.  
  • The ‘Find Me’ solution reducing wastage by giving users a choice to print or delete their jobs at the device.

                  


Upstream then added to this success by adjusting the agreement to convert the reduced use into additional bottom-line savings.  

Overall, it’s the simplification of the print fleet, combined with the need to deal with only one vendor, which has made Bakers Delight happiest. It is no longer wasting money and administrative time keeping track of an overly complicated print environment, and its printing requirements are now met transparently and cost-effectively, leaving it free to get on with core business.

 THE BOTTOM LINE

  • 18% cost reduction on print services in the past year  
  • 50% increase in operational capacity  
  • Agreed SLAs and single monthly invoice  
  • Full servicing and toner delivery 
 
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