Case study

Craftsmanship meets high-tech

The Mühlenbeck butcher creates a convenient customer experience across all channels through digitalization

Some call it connected commerce, others call it the perfect customer experience: With the help of the Bizerba RetailApp MyOrder, among other things, the innovative traditional butcher Mühlenbeck creates a consistent and continuous shopping experience - whether in the store or for pre-orders via app or phone. This also includes networked Bizerba hardware that integrates seamlessly into the existing infrastructure, whether in production, in the preparation room, at the fresh food counter or at the cash register.

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Case Study Mühlenbeck

leischerei Mühlenbeck is a family business with over 115 years of history. Only those who move with the times remain successful for so long - innovation and development are therefore part of the company's DNA. And in 2020, Mühlenbeck is once again opening a new chapter: Out-of-home sales will be outsourced and expanded. The family owns a building with a shop right next door. When the previous tenant decided to close up shop, Mühlenbeck seized the opportunity to build a new butcher's shop with a preparation room on the 190 square meters - a well-considered, multimillion-dollar investment. The new store and an innovative store concept will also include extensive digitalization, including pre-ordering via a smartphone app. The goal is to preserve traditional craftsmanship while increasing efficiency and customer convenience through innovative technology.

Company

Heino Mühlenbeck Fleischwaren GmbH

The company in the Cuxhaven district of Lower Saxony has been family-owned for six generations. Since 2020, two generations have shared the management of Mühlenbeck Fleischwaren GmbH: Gebhard Buck and his daughter Stefanie Mehring are equal co-managing directors. Mühlenbeck works according to traditional craftsmanship in its own production facility for meat and sausage products and in its own butcher's shop. Customers appreciate the freshness and taste of the products, many of which are regional specialties. The 80 items on offer include handmade meat and sausage products, menus, soups and spice mixes. Mühlenbeck sells through its own butcher shop and also supplies supermarkets, restaurants, large bakeries and party services.

Founded in 1908
50 employees
7.8 million Euro annual turnover in 2023
80 products in the range
Schiffdorf-Spaden, Germany

More information

muehlenbeck.de

challenge

Elegant presentation of high quality products

Mühlenbeck is known far beyond the region, and many customers come from far and wide to shop here. They are attracted by the fresh, artisanal meat and sausage products, many of which are regional specialties. One focus is on beef and pork from free-range systems. The high quality of the products is to be made tangible through an attractive presentation. Processes are to be simplified and shopping convenience increased. Mühlenbeck therefore plans to implement a modern store concept with a high degree of digitalization in the new sales area and the adjacent preparation room.

Fighting queues with innovation

Due to the often heavy customer traffic, Mühlenbeck is looking for solutions that reduce waiting times and relieve the team at the eleven meter wide service counter and in the preparation room through networked processes.

Holistic expertise

The project is comprehensive and everything must be done to ensure that the investment pays off quickly. A good price-performance ratio from the technology provider is therefore a prerequisite. Mühlenbeck has been working with Bizerba solutions for decades and appreciates the company's customer service. This is why Bizerba was awarded the contract to supply a complete solution comprising hardware, software and services, with all services from joint planning to implementation and maintenance.

Lean processes, flexible payment options

Mühlenbeck presents the new store concept and digitalization plans to Bizerba. Order processes, including order preparation, are to be automated. A mobile app recommended by the Butchers Association will be used for customer orders. Flexible payment options, including vouchers, are also desired. Processes should be centralized and connected to the back office.

It's like we've always had Bizerba in the company, even my grandfather bought from Bizerba. That creates trust.”

Stefanie Mehring

Co-Managing Director

Solution

Fully networked and efficiently digitalized

Together with Mühlenbeck, Bizerba is planning a solution with networked in-store scales and slicing machines. Payment machines for the checkout will also be integrated, one system as a change machine for cash payments at the fresh food counter and one as a self-service checkout. Digital ordering processes run via the MyOrder retail app, for which Bizerba is also developing the interface required to integrate the Mühlenbeck ordering app.
All orders from all channels - counter, phone and app - are centrally recorded and transferred to the system.

Cash, card, voucher

The Bizerba RetailApp PaymentManager is the cash register software. In addition to the usual payment methods, the RetailApp VoucherSystem was implemented, which allows payment by voucher. The paperwork for orders has been eliminated and inventory management has been greatly simplified. The entire system is networked with the back office so that real-time data on all important processes is available at all times.

Advantages

Order management as an efficiency booster

The butcher shop is future-proof. The order management system centralizes all orders, regardless of whether they are placed via the app, by telephone or in person. The individual orders can be called up directly on the Bizerba scales in the preparation room. The goods are cut, weighed and labeled using Bizerba technology and are ready for collection at the requested time. The status of the individual orders can be viewed at any time.

Work can be better scheduled

The increased focus on pre-orders means that work in the preparation room can be scheduled for times when the store is less busy. When foot traffic is high, the team has more time to spend with customers - and they benefit from shorter wait times.

Team welcomes reduced workload

The Mühlenbeck team appreciates the new way of working. After training and a short familiarization phase, the employees feel a noticeable relief from the paperless processes. "Operation is intuitive and the team finds the new processes a welcome relief," says Mehring.

More time for customer service

The increased efficiency now leaves more time for other activities, such as customer service. The fact that the RetailApp MyOrder has been further optimized and customized has also met with a positive response. One example: Once an order has been entered into the system, it can be edited at a later date, which is useful if, for example, an ordered product is not in stock.

Quick and sustainable success

In the first year alone, Mühlenbeck achieved a 30 percent increase in out-of-home sales. Co-Managing Director Stefanie Mehring: "The new store has become a focal point in the village and a place to enjoy food that attracts many people. This even has a positive effect on other retailers in our neighborhood. The new ordering service and the possibility to buy gift certificates have been very well received by our customers.

Conclusion: A consistent willingness to innovate ensures smooth business operations, even in the handicraft sector.

“Our customers have been very receptive to the new ordering service and the ability to purchase gift certificates.”

Stefanie Mehring

Co-Managing Director, Mühlenbeck

“The project was a lot of fun for everyone involved. Thanks to the innovative spirit of the Mehrings, we were able to plan and implement a truly outstanding solution.”

Franziska Klaiber

Product Manager Retail Software, Bizerba