Highlights – TLDR

1. Increased Focus on Delivery: Over the past three years, delivery has become crucial for Lucy Chang, accounting for over 25% of their revenue, indicating a significant market shift.

2. Operational Efficiency with Deliverect: The implementation of Deliverect's system has streamlined Lucy Chang's order processing, allowing staff to refocus on the restaurant and guests.

3. Front House Simplification: The new system eliminated the need for a full-time employee managing online orders, enhancing customer service and management efficiency.

4. Back Office Transformation: Deliverect's menu builder has revolutionized back-office operations, simplifying menu updates across multiple locations and channels.

5. Business Core Revitalization: By adopting Deliverect, Lucy Chang has returned to its business core—serving customers with exceptional dining experiences.

Lucy Chang finds peace with Deliverect

Located in Belgium, Lucy Chang serves dishes from the Southeast Asian cuisine. Customers travel through countries like Vietnam, Laos, Cambodia, and China when ordering from their menu. Lucy Chang’s story began in Antwerp in 2004, and during the years, they have opened up many more restaurants and a takeaway kitchen.  

Delivery is key for Lucy Chang

For Lucy Chang, online delivery has been really important for the last three years. “It’s more than 25% of our revenue, explains Lucy Chang, general manager Johan Tisson. For us, there has been a change in the market. “We’ve shifted our focus more to the delivery market,” he continues.

“The key benefit for us is peace in front of the house and in the back office."

Back to the core on the floor

Since Deliverect, Lucy Chang has been able to focus 100% back on the restaurant and their guests. What has changed? “Before, we had a full-time employee on the floor accepting online orders and rekeying these in our system. Especially in the evening, we lost the manager or the host only managing online orders,” Johan clarifies. “Now the flow is really simple; after accepting the order, there’s a ticket that goes out to the kitchen, and there’s also a ticket that stays in the system.” Now, employees can focus on serving great food and bringing memorable experiences to the customers.

Back office peace

Also, in the back office, Lucy Chang found peace again. Since orders are processed through the system, the back office perfectly knows from which platform the orders came in. Together with the menu builder, these changes help organize operations for the back office. “The menu builder has been a life changer for the back office. Now, all online menus are connected over multiple locations and multiple channels. With one push, we can update the menu ourselves for our six locations. This makes everything easier, that’s for sure.”

“The menu builder has been a life changer for the back office.” - Johan Tisson, General Manager at Lucy Chang

To summarize: “The key benefit for us is peace in front of the house and in the back office. We can go back to the core of our business, and that is serving the customer”