Mercy Wellness has successfully built a large following in their local community by focusing on customer experience and a superior product offering. Inevitably this success resulted in wait times of over an hour and hindered their ability to increase daily transactions. Implementing Baker online ordering helped Mercy Wellness significantly reduce customer wait times while maintaining their widely recognized brand. The online ordering menu custom branded ‘Mercy Express’ is powered by Baker but embodies their brand colors, logo, and unique verbiage. Launching Mercy Express resulted in an enhanced customer experience, increased daily transactions, and more streamlined operations.
Mercy Wellness of Cotati is a California-based medical and adult-use cannabis dispensary, known for an innovative and high-quality approach to running their business. For over a year this has included utilizing Checkin, Connect and Online Ordering through Baker. Despite inevitable changes to the California cannabis industry, Mercy has been able to maintain an elevated in-store atmosphere for their loyal customer base.
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Mercy's acclaimed reputation within the community led to high foot traffic and long wait times in their dispensary. Despite ample staffing and bringing on additional registers, the long waits continued especially as their customer base grew. Mercy Wellness was looking for a solution to streamline their order process and improve the customer experience.
Mercy Wellness identified Baker’s online ordering as a solution that would address their obstacles while maintaining their brand identity. This centered around embedding Baker's customizable online ordering menu directly onto their website. They continued to expand engagement and online sales with this tool through Checkin and Connect messaging.
With Baker, Mercy Wellness expected to reduce wait times – what they didn’t expect was to see such significant results across operations and customer experience. Their staff and customers quickly adopted the platform and continue to increase their use over time, resulting in:
• Over 3,000 active online ordering users
• 70% increase in online ordering revenue over 3 months
• Shorter customer wait times
• Increased daily traffic and transactions
• Smoother, more successful busy days
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