Highlights — TLDR

1. Rapid Growth in the Spanish Market: Big Twins quickly expanded from a single kitchen to three restaurants in just over two years, capitalizing on the popularity of smash burgers in Spain.

2. Innovation and Quality Focus: Founder Fernando Peruyero de León emphasizes innovation, quality, and customer feedback as the key drivers of Big Twins' success, making them stand out in the competitive Spanish restaurant industry.

3. Strong Adoption of Delivery Services: From the outset, Big Twins embraced delivery, partnering with multiple aggregators like Glovo and Uber Eats, recognizing it as a vital revenue stream, especially during the pandemic.

4. Significant Sales from Delivery: Delivery orders constitute 60-70% of Big Twins' sales, highlighting the effectiveness of their delivery-focused strategy in cities like Murcia, Alicante, and San Juan.

5. Efficiency Boost with Deliverect: Deliverect's unified order system streamlined Big Twins' operations by consolidating multiple aggregator orders into one system, improving order accuracy and preparation speed.

6. Enhanced Menu Management and Reporting: The ease of updating menus, photos, and prices with Deliverect's single-click solution has dramatically simplified operational processes, contributing to the restaurant's adaptability and efficiency.

7. Overall Business Improvement: Big Twins experienced a 20-30% increase in order volume and a 30-40% increase in order speed since integrating Deliverect, highlighting its impact on the business's growth and customer satisfaction.

Big Twins, or how to bet on delivery

Big Twins is one of those responsible for the arrival of the smash burgers in Spain and also for its success. In over two years, they have gone from having only the basics in their kitchen to having three restaurants.

The restaurant industry is a competitive sector in Spain, and Fernando Peruyero de León, one of the owners and founders of Big Twins, knows this. That's why he decided to focus his business on innovation and quality. Big Twins was born in August 2020 with the idea of a project of him and his brothers, and with something else, "the desire to make the best smash burgers in Spain."

Offering quality, the base pillar of Big Twins

The best smash burgers ever made in Spain. This is how Peruyero de León defines his business. "We are unique because of our history and our beginnings. We started in the middle of the pandemic, and we had a significant learning experience with delivery. Above all, we are unique because of the effort and love we put into everything we do," he explains.

They started with just enough, and opening their second business didn't take long. "We were born in pandemia in August 2020 and started a tiny place in the center of Alicante, with 8 grills and a small fryer. After 6 months, a lot of work and effort, marketing work, and especially mouth-to-mouth, we began raising the second venue. We opened it here in San Juan. We have been on a very intense path, not even 2 years ago, and we already have 3 stores and a company that exploits our brand as a dark kitchen in Malaga", he confesses, smiling.

When asked about his success, the founder of Big Twins is clear: "The keys to our success are to try to innovate every day, not to fall behind because, in this sector, new burger restaurants are constantly appearing, especially now, when there is a boom of smash burgers; to listen to the customer, one of the most important things; and to take care of our partners, the people who work with us. These are the three fundamental pillars of our success".

Learning from businesses that work

"What's more, we were the first in Spain, along with two other emerging burger restaurants, the first to develop smash burgers because there were none in Spain. Smash burger was a concept that had not worked in Spain, and Fernando confirms this. It is a concept we had seen in the United States, Argentina, and Australia... and we knew or believed it could work here. In the end, it did work".

To bring smash burgers to Spain, they opted to learn from similar businesses that work: "Many well-known hamburger restaurants have inspired us... we took concepts and tried to improve them in Spain. We took something from each one. Then from big brands, in terms of marketing, to see what they were doing and replicate it in the hamburger sector".

"Deliverect has helped us a lot, it reduces steps from the time the customer places the order until they receive it. And that is very important."

As in any business, there was no shortage of challenges: "The first challenge for a restaurant that starts working with delivery is to maintain the same quality. It is challenging for a takeaway order to be the same as in the establishment. Still, the closer you get to what the customer asks for to maintain that quality, the more sales you will have, and the better the customer's experience will be. That is the challenge, to maintain quality, to satisfy the customer's demands."

Delivery, the bulk of its sales

Big Twins bet on delivery from the beginning: «We started very strongly with the delivery. We started from the very first moment with all possible aggregators, Glovo and Uber... we knew that we had to push hard because of the pandemic because it would be an important source of revenue. Also, we wanted to prevent another lockdown so we could continue making hamburgers. Delivery was critical to us from the very beginning».

It represents 60% and 70% of their sales: "We have a lot of delivery, especially in Murcia. The delivery business is in full swing. In Alicante and San Juan, we have always had a constant line of orders every week. On a good day, we can have between 150 and 200 orders. We want to maintain a hybrid model, but we know that the future is in continuing to exploit the takeaway model; it is the future".

For delivery to work, Big Twins knows what it has to offer the customer: "The delivery customer fundamentally wants the product to be as close as possible to eating it in the store; he wants speed, and he wants answers. If you fulfill these 3 pillars, they will always come back and always want to be in your establishment. The moment one of these pillars falls, that's when the bad reviews come, when they can try the competition... But as long as you maintain quality, speed, and listening to the customer, they will always come back."

Deliverect, part of its delivery success

Big Twins chose Deliverect as its allied tool to offer good delivery. "Deliverect has helped us a lot because the system it has to unify orders has made it easier for us, first, not having to rely on a tablet for each aggregator, that saves you a lot of work, not having different notices from each tablet; being able to make a better accounting with the system that Deliverect has to unify and divide the income of each aggregator. We have noticed this, especially in the increased orders and the reduced time to prepare them."

"Deliverect was the fastest to provide us with a solution."

But there is more: "Having 3 different tablets, with 3 different sounds and 3 different tickets... Visually, it is much easier for the kitchen people to visualize the same ticket that always has the same format, in which you can see the company placing the order, the order number, and the pick-up time of the delivery person... On the other hand, it is much easier to keep the accounting and organization of the orders, which helps a lot to know which is the order to cook them," he concludes.
 
Big Twins' orders have increased by 20% to 30% thanks to Deliverect. They have also increased the speed of orders by 30% to 40%. "The inclusion of Deliverect was very noticeable for the brand. The most useful thing is the convenience and the facility it gives you when it comes to receiving orders. The order it transmits, the simplicity, and the facility to accept orders and transfer them to the kitchen. We use it a lot. We use the Deliverect portal a lot to use products that are out of stock, to make schedule changes and reports... it is an essential tool for analyzing your business."

"I would recommend Deliverect to other restaurants because the results it gives are very significant and not only do you notice the change with the solutions it gives you, but you notice them very quickly, the increase in orders, the speed in placing orders... and this has an impact on the income of your premises."

Neither does he forget to mention the menus: "We update the menus, the photos, the prices... it makes things much easier for us. Before, we had to go aggregator by aggregator requesting a change. With Deliverect, you have it solved with a single click." The founder of Big Twins is clear: his future goes through delivery with Deliverect.