Mamak

Highlights — TLDR

1. Pandemic-Induced Operational Shift: Mamak, renowned for its authentic Malaysian cuisine, faced significant operational challenges during the COVID-19 pandemic, with a surge in online orders from platforms like UberEats, DoorDash, and Deliveroo and a reduced staff capacity due to health restrictions.

2. Transition from Manual to Automated Order Processing: The team at Mamak initially struggled with a manual process of handling online orders, leading to missed opportunities and errors. This "tablet hell" scenario prompted the need for an efficient solution to manage the increasing volume of delivery orders.

3. Deliverect's Impactful Integration: Implementing Deliverect enabled Mamak to streamline its delivery order process, consolidating orders from multiple platforms into a single system. This integration significantly reduced the staff's workload, allowing them to focus on preparing quality dishes rather than managing disparate tech platforms.

4. Operational Efficiency and Error Reduction: With Deliverect, Mamak observed a notable decrease in order processing time and human errors. The system's efficiency also expedited end-of-day reconciliations, which previously required gathering data from multiple devices.

5. Rapid Expansion and Satisfaction with Deliverect: The successful trial of Deliverect at one location led to a quick rollout across all Mamak branches. Clement, Mamak's Founder, praised Deliverect for its operational benefits, endorsing it as a crucial partner in the restaurant's growth and efficiency during the challenging pandemic period.

Mamak brings Malaysian's street food flavors to a new level with Deliverect

Mamak is an award-winning Malaysian restaurant with branches located in Sydney, Melbourne, and Brisbane. 

In 2007, Mamak began to serve authentic, bold, and traditional dishes accompanied by a smart and friendly service. It brings all the flavours of Malaysia's traditional street food to an elevated and lively dining experience. 

The popularity of Mamak doesn't stop here, as it proudly opened its fourth branch in 2022 in Brisbane!

Deliverect helped Mamak go through COVID

Before COVID, Mamak's online ordering volume wasn't as high as now, and it had sufficient staff to handle the demand. Things changed once the pandemic started, and Mamak experienced unseen issues and had to adapt to the new normal.

Clement Lee, Mamak's Founder, explains the struggles that came with online orders during the COVID restrictions in Australia: "It was around December 2021, a short while after New South Wales emerged from the crushing Delta lockdowns. Before we knew it, the Omicron wave had arrived, and more than half of our staff were hit with COVID. Of course, as one of the owners. I had to step in to assist where I could. After working a few shifts in front of the house, I noticed the amount of time and effort we had to spend processing an incoming delivery order from UberEats, DoorDash, and Deliveroo." 

Faced with this unprecedented scenario, the Mamak's team suddenly had to:

• Find the relevant tablet that the order was coming in from

• Accept the order

• Transfer the order to their POS

• Reconcile all the orders and totals at the end of the shift from each delivery partner.

But demand didn't stop, and soon, the situation had to be tackled to keep customer satisfaction high. 

"The above scenario, paid with surging demand, was a recipe for disaster, with orders getting missed due to excess multi-tasking and human errors. On numerous occasions, we just had to turn off deliveries as we couldn't handle the volume, missing out on thousands of dollars of revenue," describes Clement.

From "tablet hell" to streamlined operations

Faced with the dilemma above after Covid hit, Mamak decided to contact Deliverect and trialled it out on one of their locations. Setting up Deliverect in their kitchen was a smooth process, and support was there whenever needed. "The Deliverect team was very helpful and quick in helping us set up the system," says Clement.

Mamak's team quickly started seeing the improvements and the help from Deliverect.

Clement recalls, "Immediately after Deliverect was in place, the reduction in workload in processing delivery orders was felt. Things became smoother, and staff had more time to focus on their main job rather than the administrative tasks of processing delivery orders."

Before Deliverect, Mamak was experiencing "tablet hell" at the front counter, struggling to find where orders came from. Now, looking after all their delivery partners is done from one single tablet. Deliverect provided the operational efficiency Mamak didn't and allowed the team to regain time, productivity, and focus. Errors have been reduced tremendously, and end-of-day reconciliations are now quicker and easier, without getting information from multiple tablets. "After a couple of weeks of trialling the system, I was more than happy to roll it out to the rest of our locations, and it was all done within a few days," continues Clement. 

Clement is enthusiastic about this experience and endorses Deliverect as a solid partner he can rely on for the growth of Mamak.

"Safe to say, partnering with Deliverect has been a fruitful endeavour for our business, and the errors that have been avoided and the time that has been saved has more than paid for the monthly subscription fees."