Pane Vivo, a premium artisanal bakery subscription service, delivers fresh, traditionally-crafted bread to customers across France. Their commitment to quality and convenience has made them a beloved brand among bread enthusiasts.
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The Challenge: Delivery Date Confusion Leading to Customer Friction
Before implementing the Loop x Zapiet integration, Pane Vivo faced several critical challenges that were impacting their subscription business:
Customer Confusion: Subscribers could only see order dates, not actual delivery dates, leading to uncertainty and frequent customer service inquiries
Payment-Delivery Misalignment: Failed payment recovery was complicated by charge dates not aligning with delivery schedules
Warehouse Management Issues: Incorrect delivery date mapping created logistics challenges and inventory management problems
Rising Churn Rate: Lack of delivery transparency and flexibility was causing subscriber dissatisfaction.‍
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The Solution
Delivery-First Subscription Platform
34% Support Reduction Pane Vivo faced a fundamental challenge where customers could only see charge dates instead of delivery dates, leading to confusion and support overload. The Loop x Zapiet integration revolutionized this by making delivery schedules the core of their subscription system:
Schedule-First Approach: Subscribers now select actual delivery dates during signup, with all operations automatically aligning to these dates
Self-Service Management: Customers can modify delivery schedules independently while maintaining their preferred payment cycles
Smart Payment Recovery: Failed payments no longer disrupt delivery schedules - customers keep their delivery slots while resolving payment issues
Production & Capacity Management: Streamlined Operations
Managing artisanal bread production for a growing subscription base created significant operational complexity. The new system transformed this by connecting delivery scheduling with production planning:
Automated Production Forecasting: Delivery schedules now directly inform production planning, eliminating guesswork
Dynamic Capacity Control: The system automatically manages delivery slots based on production capabilities and bakery schedules
Holiday & Maintenance Planning: Smart handling of closure periods with automated schedule adjustments, maintaining subscription cycles while respecting operational constraints
Subscription Retention
31% Overall Save Rate Pane Vivo faced a growing churn problem driven by delivery timing issues and product overload concerns. The Loop x Zapiet integration enabled a sophisticated retention strategy that addressed the root causes of cancellations:
Smart Save Flows: Delivery-related concerns now trigger rescheduling options instead of immediate cancellation, achieving a 21% save rate
Flexibility-First Approach: Product volume issues are addressed through delivery frequency adjustments rather than discounts, resulting in a 15% save rate‍
Targeted Solutions: Price sensitivity and other concerns receive customized treatments, maintaining consistent 7-8% save rates across categories
Cancellation Performance
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The Results: Dramatic Improvement in Customer Experience and Retention
The Loop x Zapiet integration delivered a significant business impact for Pane Vivo:
34% Reduction in customer service inquiries
31% Overall Save Rate across benefits, treatments, and offers
Improved Operational Efficiency in warehouse management‍
Enhanced Customer Satisfaction through delivery transparency
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