King Arthur Baking Company, a renowned name in the baking industry, has been serving its customers with high-quality baking products for over 200 years. As the company expanded its reach, it ventured into e-commerce to better serve its growing customer base.
King Arthur Baking Company partnered with Noibu to enhance its online operations and implemented BigCommerce as its e-commerce platform.
This case study explores how these collaborations have improved the company’s e-commerce efficiency, customer satisfaction, and overall performance.
The Challenge
Initially, King Arthur Baking Company operated on a custom-built e-commerce platform. While this provided a high degree of control and customization, it also brought significant challenges in terms of maintenance, scalability, and troubleshooting. The need for a more efficient and reliable solution became evident as the company’s online presence grew.
Transition to BigCommerce
King Arthur Baking Company decided to transition to BigCommerce, an Open SaaS-based e-commerce platform, to mitigate these challenges. The decision was driven by BigCommerce’s API-focused architecture, ease of setup, and the ability to reduce the risks and headaches associated with managing a custom-built platform. This move allowed the company to focus more on enhancing customer experience and less on technical maintenance.
Overcoming E-commerce Challenges with Noibu
Despite the advantages of their e-commerce platform transition, King Arthur Baking Company encountered several challenges typical of complex e-commerce environments. These included issues with complex configurations, API extensions, browser updates, and payment gateways. Moreover, reproducing customer-specific issues and dealing with third-party-related errors added layers of complexity.
Recognizing the need for a robust error monitoring and resolution system, King Arthur Baking Company partnered with Noibu, which offers a comprehensive platform designed to monitor, detect, and resolve technical issues on e-commerce websites. The platform tracks user sessions, identifies and prioritizes bugs based on their impact on conversion rates and revenue, and provides detailed technical insights to facilitate quick resolution.
“The partnership with Noibu is crucial because it helps us understand where issues originate, whether from our own code, our e-commerce platform BigCommerce, or third-party services. Noibu facilitates issue resolution by bridging the gap between platforms, allowing us to easily showcase and resolve these issues, significantly improving our site’s performance.” —Mike Hofer, Director of Web Product and Strategy
Key Outcomes and Benefits
Noibu’s platform allowed King Arthur Baking Company to quantify the revenue and transaction losses caused by various bugs. By identifying and resolving these issues, the company recovered significant revenue that would have otherwise been lost.
—Mike Hofer, Director of Web Product and Strategy
Closing Third-Party Issues
Since implementing Noibu, King Arthur Baking Company has successfully resolved 48 third-party errors, significantly improving site performance and reliability. These errors, which ranged from third-party script conflicts to API timeout errors, previously required substantial time and resources to identify and address. Fixing these errors enhanced the user experience and prevented potential revenue losses that could have amounted to millions of dollars if left unresolved.
Enhanced Customer Experience and Operational Efficiency
The collaboration between BigCommerce and Noibu not only improved technical operations but also enhanced the overall customer experience. Issues such as API timeout errors during coupon redemption and critical checkout process errors were resolved, leading to smoother transactions and reduced cart abandonment rates.
Noibu’s platform provided King Arthur Baking Company with the insights needed to prioritize technical debt and focus on developing new features. This allowed the company to allocate resources more effectively and ensure continuous improvement of its e-commerce operations.
“Noibu acts as a safety net for us. We can quickly identify if an issue is due to our code, BigCommerce’s updates, or changes made by third-party services integrated into our site. This comprehensive oversight allows us to move forward confidently without major disruptions.“ —Mike Hofer, Director of Web Product and Strategy
Continuous Improvement and Collaboration
King Arthur Baking Company and Noibu established regular biweekly sync calls to review progress, discuss new issues, and refine their approach to error monitoring and resolution. These calls facilitated open communication, allowing both teams to stay aligned and address any challenges promptly.
Integration with BigCommerce was a key factor in successfully resolving platform-specific bugs. By working closely with BigCommerce, Noibu was able to address issues that were beyond King Arthur Baking Company’s control, ensuring a smoother and more reliable e-commerce experience.
“The partnership with Noibu is crucial because it helps us understand where issues originate, whether from our own code, API integrations, or third-party services. Noibu facilitates issue resolution by bridging the gap between platforms, allowing us to easily showcase and resolve these issues, significantly improving our site’s performance.“
—Mike Hofer, Director of Web Product and Strategy
Noibu’s platform provided continuous monitoring of King Arthur Baking Company’s website, alerting the team to potential issues before they could significantly impact the user experience. This proactive approach allowed the team to address problems quickly, minimizing downtime and customer frustration.
Conclusion
The collaboration between King Arthur Baking Company, Noibu, and BigCommerce has significantly improved the company’s e-commerce operations. By leveraging Noibu’s advanced error monitoring and resolution capabilities and BigCommerce’s robust e-commerce platform, King Arthur Baking Company has enhanced its site performance, increased customer satisfaction, and recovered potential revenue losses. This case study highlights the importance of choosing the right partners and tools to achieve e-commerce success.
—Mike Hofer, Director of Web Product and Strategy
With BigCommerce and Noibu in their corner, King Arthur Baking is baking up success, ensuring they remain the go-to baking resource online. This upgrade isn’t just about fixing bugs—it’s about perfecting the customer journey, one click at a time.
