Case Study: Billy's Bakery achieves streamlined internal communication and improved customer experience with Speakap

How Billy’s Bakery delivers exceptional experiences to both customers and employees

Billy's Bakery, an iconic New York bakery chain with multiple locations, needed a reliable way to align back-of-house, front-of-house and management teams so every store delivered a consistent customer experience. Communication was fragmented across emails, texts and a one-way newsletter, and managers were repeatedly handling routine tasks like shift coverage and contact lookups. To address this, Billy's Bakery adopted Speakap’s internal communication platform.

Speakap mirrored Billy’s organizational chart, let teams be segmented by function and location, enabled two-way news comments and gave employees direct messaging for shift swaps. The platform drove measurable impact: a 31% increase in communication between in-store employees and management, a 24% increase in the spread of company news, faster onboarding, improved customer satisfaction and sales, and a 15% decrease in turnover and absenteeism. Speakap’s solution helped Billy’s focus on employees, customers and consistent in-store experiences.

Billy's Bakery

Julie Dugas

Director of Operations