Saved by its digital shift

Saved by its digital shift

DAY

It was no doubt its little online store that helped Érablière Bernard get through the spring of 2020.

As soon as the closure was announced dining rooms, the phone started ringing “like in a pizzeria”, says Amanda Racicot, the 6th generation to succeed at the helm of the family business. She recalls four people working at a time answering the calls. 

The requests for take-out portions started exploding and never stopped. Today, 70% of turnover is based on the sale of processed products sold online and in the various points of sale, rather than on meals in the dining room. 

Big shift

The family has developed 40% new products and started construction of a donut factory that will soon be able to quintuple production. It is clear, according to Ms. Racicot, that the pandemic has had a significant impact on the company and that the latter is doing even better than before. “It was a big shift for us, but we had support in all of that.”

The family quickly understood that they had to modify their transactional site, which worked using an Excel file. Once the 2020 sugaring season was over, Ms. Racicot sought help to improve her website and online store. It aimed for a more user-friendly platform capable of meeting demand. 

Help came from the Center d'aide aux entreprises Haute-Yamaska ​​et region, which had just launched a program aimed at optimizing the websites of local businesses. “We were able to have great resources to create our website because we get along, these are big investments”.

New transactional site

< p>In addition to a new transactional site, the improvements resulted in a panoply of small details that make the difference, according to her: message to visitors when unpaid products are left in the virtual basket, reminder text message for product pick-up, satisfaction survey and an abundance of product statistics that help, among other things, to plan the production and the purchase of raw resources.

Two people in the company now take care of the website of the sugar bush, including Amanda. Due to the constant evolution of technologies and customer needs, regular supervision is necessary. 

“It seems that we are always learning. A website is not something you can set up and forget afterwards. It takes maintenance.”

His advice to companies wishing to revamp or create their transactional site is to seek out professional resources and assistance programs. Collaboration between companies in the same sector is also an advantage.

Profile

Founded in 1920< /strong>

Head office: Granby

Number of employees: 18

Shareholders: Sarah and Cathy Bernard