Here’s how Bavet provides every customer with an unforgettable experience

Founded in 2016, Bavet has a clear mission: to serve delicious spaghetti to as many enthusiasts as possible, and to do so in an original, cozy, and welcoming setting. The focus is always on an honest product, a fun and personal customer experience, and excellent service. 

The spaghetti franchise has since opened ten branches in several Belgian metropolises. Delivery and takeout are also among the options for those who want to try Bavet’s spaghetti.

But how does Bavet ensure that the customer has as wonderful a brand experience at home as the guests in the restaurants? We spoke with Peter Van Praet, founder of Bavet.

Brand perception in the time of COVID-19

The whole COVID-19 pandemic sent shockwaves through the entire hospitality industry. Restaurants had to get resourceful in a very short span of time to get their product to the customer. Bavet, therefore faced a considerable challenge. Yet the company also saw this crisis as an opportunity in which Bavet could allow customers to enjoy a unique food experience at home.

“Bavet hasn’t been idle during the lockdown. We sat down with the entire team to discuss how we would handle this crisis. We quickly decided to stay open for delivery and takeout, which was a very good decision. Not only did we come out of this crisis even stronger as a team, but we were able to realize as much as 40% of our budget through online sales. That’s quite special.”

“Before Covid, it was only possible to have pasta delivered in the city centers where we have one or more branches,” Peter continues. “During the lockdown, we launched something new, namely the Bavet Camionet. That van allows us to deliver products to homes outside of cities.” 

“It was also important for us not to lose that connection with the customers. So we tried to make the customer’s experience at home fun in as many ways as possible. Among other things, we organized online cooking workshops and also put together a box with cool products, including specialty beers. Our customers could create their special aperitif, and we even included an instruction booklet for the products. This booklet explains how to create the ‘Bavet experience’ at home: which playlist to listen to, how to set the table, etc.; and, of course, that there is no excuse ever to cut your spaghetti!”

Optimizing the customer experience with Deliverect and Tunify

Because the customer experience is so essential, Bavet uses various (Belgian) platforms that help ensure that the customer can enjoy their meal quickly and pleasantly. One of these platforms is Deliverect.

“We have been working successfully with Deliverect for quite some time, but their input in recent months has been more important than ever,” says Peter. “Deliverect channels all our online orders and ensures that all our online channels are directly integrated into the point-of-sale system and, therefore, into our accounting system. The partnership with Deliverect ensures we can prepare our orders on time and correctly for delivery. And that, in turn, helps us make the customer experience as flawless as possible.”

In addition to the fast and correct processing of online orders, another element plays an essential role in the customer experience at Bavet: music. 

“We use Tunify to play customized playlists in our restaurants,” Peter continues. “Thanks to cleverly curated playlists and live performances, your taste experience can become even more intense. “Music has always been significant, and thanks to Tunify, we have a music service that allows us always to guarantee the right mix at any venue.”

Bavet customers could enjoy music at their dinner party at home, even during the lockdown: Bavet streamed live DJ sets and performances by local bands and artists on their Instagram page. And on Father’s Day, there was a sticker on every order you could scan with your cell phone. A playlist that had been specially compiled for the occasion was automatically retrieved.