Chaska's enhanced operational efficiency boosts online orders by 29.7%

Summary

Problems and challenges:

• No consistent operational process for in-store and online orders.

• Adding a virtual brand led to complex delivery operations with up to 8 tablets.

• Menu management over multiple platforms was a time-consuming manual process.

• Sales and order data was siloed across multiple platforms.

Solution:

• Deliverect receives all orders and sends them to the POS system via seamless integration. 

• Menus can be created and updated from one central hub.

• Easy to get order data insights from one reporting dashboard.

Results:

• Average order success rate ~99%

• 29.7% increase in orders Q/Q

• 6x labor reduction on manual tasks/Month

Problem

Additional virtual brand adds revenue but complicates delivery operations

Chaska created a virtual brand, Nakhraa, that can operate from its existing kitchens using most of the same ingredients. Nakhraa offers traditionally recognizable Indian takeaway food, like butter chicken, lamb vindaloo, and dahl makhani, appealing to a different demographic and opening up a new revenue stream.

The brand was a hit at several locations, and the team was using the leading delivery apps available to fulfill orders, Uber Eats, DoorDash, Ritual, and SkipTheDishes.

But while Nakhraa brought in extra revenue without significantly increasing overheads, Faraz cautions that it added complications to delivery operations: “Once you add Nakhraa, you have to get a tablet for each of those again. So we’re managing eight different tablets between the two different brands.”

Faraz explains the tablets weren’t integrated into the POS system, which meant staff had to manually accept orders on the delivery tablets and then punch them all into the POS system. Realistically, they would wait until the end of the day to do this if they punched them in. 

This led to a host of problems. “The operations flow for delivery versus in-store, pick-up, or dine-in was completely different.”

Sales data was all over the place.

Another problem with having separate delivery versus in-store operations was compiling all the sales data. As an analytical business, having accurate data is a must. However, with four delivery platforms not connected to the POS system, order data was siloed on different systems.

“We’d have to look at the POS orders as separate data, then we’d have to go to each platform to find that order data. It wasn’t in real-time. It was hard to trust the data we had. If we can’t trust the data, we have an issue," Faraz adds.

Manual menu management leads to mistakes.

Managing Chaska’s menus across multiple locations and the virtual brand’s menu took too much time, and the delivery platforms made too many errors, frustrating staff and customers.

“We had seven operating restaurants with eight different menus. It was a challenge. We couldn’t update menus ourselves, and when we were getting the different delivery platforms to make the changes, they were making many mistakes.”

Mistakes led to pushback from many stores and franchisees whose menus needed more accuracy.

SOLUTION

Better operational efficiency leads to fewer errors and more orders

Chaska turned to Deliverect to create a holistic system for in-store, app, and delivery orders. With Deliverect directly integrated into the POS system, Chaska no longer needs dozens of tablets to accept orders from different channels. Orders from the four delivery platforms are automatically accepted into the POS system.

Central menu management reduces the error rate to less than 2%

Deliverect allows the team to manage their menus from one dashboard rather than storing multiple menus on different platforms. When the menu is updated in Deliverect, it is updated on every platform and location for a consistent customer experience.

“The big thing was being able to update our menu at the push of a button and update them at every location. We didn’t have that before, so it helped in that aspect. We know it’s the exact same menu at every single location. Order cancellations are less than 2%,” Faraz highlights.

When onboarding new stores, instead of creating another menu and sending it to all the delivery platforms, they no longer have to create a new menu. It’s there at the push of a button.

Results

Online Orders are up 29.7%

Chaska is a company that prioritizes using technology to simplify and optimize processes. Thanks to Deliverect’s help, Chaska has been able to accept more orders without the need to hire additional staff for shifts, resulting in increased efficiency.

Thanks to Deliverect, Chaska has experienced a 29.7% increase in orders quarter over quarter, which can be attributed to their innovative approach. This growth has also translated into higher customer satisfaction, as evidenced by Chaska’s excellent rating of 4.4/5 on Uber Eats based on 140 reviews. With Deliverect’s ‘Review’ feature, Chaska can easily monitor their performance and ensure they deliver a positive customer experience.

Faraz has also noticed how much the restaurant staff enjoys using the system:

“They (staff) love that they don’t have to punch in every single order, and we know we’re saving labor hours because they’re not spending extra time punching in orders.” 

Chaska has also significantly reduced workload by eliminating the need for manual menu creation and updates. Previously taking two to three days, this task now only requires half a day per month, resulting in a 6x reduction in time spent.

Chaska achieves smoother, more efficient operations with Deliverect 

Chaska is an outstanding example of how using multiple channels for ordering and delivery can lead to complicated operations, stressed staff, order errors, and lost revenue.

You’re headed for delivery chaos without a proactive approach to solving these issues.

With Deliverect consolidating delivery orders, in-store operations, menu management, and sales data into one platform, Chaska continues to grow and increase revenue with its virtual brand without compromising the customer experience.

When asked to sum up Deliverect in a single word, Faraz did not hesitate to reply with "Efficient." He emphasized how the Deliverect team consistently works to assist their clients and enhance the platform by taking feedback into account and making changes accordingly.