THE TRADITIONAL CUSTOMER JOURNEY

SEPTEMBER 29, 2023

Prepared by:
Joseph Lawrence Padillo
Dyane Jhen Wagas

Presented to:
Mr. Wouter De Jong
Customer Journey of People Before Bilibenta

Buyers looking for fresh produce followed a traditional journey. It began with
recognizing their need for farm-fresh goods, often through word-of-mouth or
local market visits.

They gathered information through friends, family, or direct farmer contact,

assessing trustworthiness and reputation. Purchases were made with cash after
negotiating product details.

Post-purchase, buyers inspected products, evaluated satisfaction, and provided

feedback. Sure, they sometimes bought on platforms like Facebook Marketplace
or Shopee/Lazada, but it wasn't fully catered to their needs.

Repeat purchases depended on satisfaction and loyalty building. Bilibenta aims to

transform this journey by providing a digital platform for more efficient
farmer-buyer connections and transactions.

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Pre-Bilibenta Buyer Side Customer Journey

1. Identify Sourcing Needs

● Recognition: Business recognizes the need for fresh, local farm products as
ingredients for their offerings.

● Planning: They plan menu updates or production schedules requiring

specific ingredients.

2. Supplier Research

● Market Research: Businesses conduct market research to identify local

farm suppliers or distributors.

● Online Search: They search for potential suppliers online, including

websites, directories, and social media.

3. Supplier Evaluation

● Contact Suppliers: Businesses reach out to potential suppliers to inquire

about product availability, pricing, and terms.

● Quality Assessment: They assess the quality, freshness, and consistency of

products through samples or site visits.

4. Negotiation and Agreement

● Price Negotiation: Negotiations take place to agree on pricing, quantities,

and delivery terms.

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 ● Contract: A formal contract or agreement is signed outlining terms and
conditions.

5. Placing Orders

● Order Submission: Businesses place orders based on agreed-upon terms

and product specifications.

● Inventory Management: They manage inventory levels and storage to

accommodate incoming farm products.

6. Product Receipt and Inspection

● Delivery: Upon delivery, businesses inspect the products to ensure they

meet quality standards and match the order.

7. Payment Processing

● Invoice Verification: Invoices are verified against the received products.

● Payment: Payment is made based on agreed-upon payment terms, such

as net 30 days.

8. Product Utilization

● Incorporation: Farm products are incorporated into the business's

operations, including cooking, processing, or menu planning.

9. Customer Satisfaction

● Quality Control: The quality and freshness of farm products are monitored
to maintain consistent quality for customers.

● Customer Feedback: Businesses gather feedback from customers

regarding the quality and taste of dishes or products.

10. Repeat Purchases

● Reordering: Satisfied businesses continue to reorder from reliable farm

suppliers.

● Long-term Relationships: Building long-term relationships with trusted

suppliers for ongoing sourcing needs.

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Pre-Bilibenta Seller Side Customer Journey

1. Farming and Production

● Farm Operations: Sellers engage in agricultural activities to cultivate and

produce local farm products, such as vegetables, fruits, or livestock, based
on market demand and seasonal availability.

● Quality Assurance: Sellers maintain quality standards for their products,

ensuring they meet industry and regulatory requirements.

2. Product Harvest and Collection

● Harvesting: When the farm products are ready for harvest, sellers gather
and prepare them for market distribution.

● Sorting and Grading: Products are sorted, graded, and packaged to meet
quality specifications.

3. Identification of Wholesale Buyers

● Market Research: Sellers identify potential wholesale buyers within their

target industries, such as hotels, restaurants, or food processors.

● Contact Establishment: Sellers initiate contact with prospective buyers

through referrals, industry networks, or direct outreach.

4. Negotiation and Price Agreement

● Initial Contact: Sellers engage in negotiations with prospective wholesale

buyers to discuss product availability, pricing, and terms.

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 ● Price Negotiation: Price and payment terms are negotiated to reach a
mutually agreeable agreement.

5. Sales and Order Placement

● Order Inquiries: Wholesale buyers place orders for specific quantities of

farm products based on their requirements.

● Order Confirmation: Sellers confirm orders and establish delivery or pickup

schedules.

6. Product Preparation and Packaging

● Bulk Packaging: Sellers prepare products in bulk quantities, adhering to

packaging and labeling requirements set by buyers.

● Quality Control: Quality checks are performed to ensure products meet

agreed-upon quality standards.

7. Delivery and Distribution

● Logistics Planning: Sellers coordinate the logistics of delivering products

to buyers' locations or arranging for pickup.

● Timely Delivery: Sellers ensure that products are delivered within

agreed-upon timelines to maintain business relationships.

8. Quality Assurance and Inspection

● Product Inspection: Wholesale buyers may conduct inspections upon

product receipt to verify quality and quantity.

● Resolution of Issues: Sellers address any issues related to product quality

or discrepancies.

9. Payment and Invoicing

● Invoicing: Sellers issue invoices to wholesale buyers based on the

agreed-upon terms.

● Payment Receipt: Sellers receive payments from buyers, usually within the
agreed-upon payment schedule.

10. Client Relationship Management

● Communication: Sellers maintain open and responsive communication

with wholesale buyers to address inquiries or concerns.

● Repeat Business: Sellers aim to build long-term relationships with buyers

to secure repeat orders.