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A local success story
How Ottolenghi upgraded customer experience with Evermile
London, UK
Meet Ottolenghi
Ottolenghi is celebrated for its vibrant recipes, London locations, and a wide range of products including hampers, books, bakery items, and tableware. Known for their quality and exceptional customer experience, Ottolenghi sought to ensure its growing online business reflected the same high standards.
The challenge: upholding brand quality for online orders
Katie O'Sullivan, E-Commerce and Digital Manager, and the team saw the need for a more seamless digital experience to meet their loyal customers' expectations. Transitioning to an upgraded Shopify Plus website was the first step. Then, they sought a platform to streamline their entire online operations, aiming to efficiently manage orders, deliveries, and customer interactions.
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“Switching to Evermile felt like the natural choice for us. Their platform’s branded order tracking gave us exactly what we needed to ensure our online experience was just as polished and consistent as our products and in-person interactions. It’s helped us keep customers coming back and has really driven our business forward.””
Photo by Laura Edwards
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Katie O'Sullivan, Digital & E-Commerce Manager
The solution
A smoother check-out flow
Evermile transformed Ottolenghi’s checkout experience by giving customers a range of delivery options based on their cart contents and location. This streamlined the entire process, making it simpler and more transparent for customers. Once orders were placed, they seamlessly flowed into Evermile’s order management system, allowing Ottolenghi’s team to focus on preparing orders instead of manually handling each delivery.
An improved tracking experience
For Ottolenghi, consistency at every touchpoint is key - just like when they’re tending to a table or developing a new recipe. Evermile’s Customer Engagement feature delivered just that by offering branded tracking links, no matter the delivery type or provider. This kept the online experience as slick and on-brand as Ottolenghi’s restaurants and delis, and allowed customers to stay updated with their order details.
Streamlining in-house operation
As orders grew faster than ever, smooth operational processes became crucial. Evermile’s platform centralised all orders, deliveries, and customer interactions into a single, user-friendly dashboard, which syncs everything in real time and offers live chat support. This seamless integration not only automated many tasks but also ensured everything ran with high accuracy and efficiency.
“Evermile has really transformed our digital operations. Their platform has simplified our order and delivery management, providing us with full automation and the flexibility to adapt quickly. This has helped us cut down on manual tasks, minimise errors, and maintain the high standards our customers expect.”
Andreea Mocanu, Warehouse Operations and Logistics Manager