With 23,000+ restaurants all around the world, KFC over the years has become a global powerhouse brand that is loved by people of all walks of life, ages and cultures.
Since June 2020, KFC has been working with Deliverect to optimize their online delivery operation, which has been rapidly growing over the past few months.
"Delivery is very important for KFC at the moment, post-COVID mainly," says João Almeida, CFO at KFC Iberia. "Before the pandemic, delivery was already very relevant. We were seeing an increasing number of online delivery orders, and it was - and still is - one of the fastest growing channels we had. Post-COVID, I can tell you that online sales more than doubled."
João: "In terms of delivery, we have been facing two main issues: first of all, we had all the different aggregator tablets, and we had to manually introduce transactions from these aggregators into the POS. Secondly, we were experiencing a number of issues, such as missing and wrong orders. These were the two biggest issues that were solved - or are being solved at the moment - with the help of Deliverect."
"Each time we try to launch a new item or a new promotion, we can do it all by ourselves, pushing the menu to all the aggregators and stores in a matter of minutes." - Pedro Alcaina, Head of IT at KFC Iberia
"But before KFC teamed up with Deliverect," João continues, "we had to make sure that we were able to rely on Deliverect as a partner, and that there was enough added value. Luckily, when we decided to present the business case to our franchisees, their reaction was very positive. They immediately saw the payback of the solution in a very short period of time."
"I’d say that the biggest impact of Deliverect on KFC today is the management of peak hours. If you look at the peak hours of a restaurant pre-Deliverect and post-Deliverect, you clearly see a major difference, just by watching the way the staff is deployed. There’s much more focus. It’s not that fewer people are deployed, but that the same employees are deployed so differently. Before, the employee was just merely introducing the transactions in the till, dedicated exclusively to do that during the peak hours. Now, that same employee can be focused on improving the customer experience because these transactions are automatically going from the aggregators to the POS. There’s no more need for manual or human interaction."
"In this phase of our partnership, we're mainly focusing on the automatic integration with the delivery aggregators. They are playing a key role in our sales; and now more than ever at a growing scale, we need this integration - especially during the peak hours. This is clearly the key feature that our franchisees value the most within this partnership. But in my opinion we still have a long way to go, in the sense that we haven’t yet fully unlocked the entire potential of Deliverect. Today is just the beginning, we expect a long-lasting partnership!"
"The time that each rider waits for their order at KFC has substantially decreased. We've also seen a substantial decrease in the number of incidents, reducing both missing and incorrect orders." - João Almeida, CFO of KFC Iberia
"As João mentioned, the full integration with the aggregators and the order injection into the POS with no manual interaction is the key feature," says Pedro Alcaina, Head of IT at KFC Iberia. "But I wanted to add that Deliverect’s menu management tools have also been a huge improvement for us! Because each time we try to launch a new item or a new promotion, we can do it all by ourselves, pushing the menu to all the aggregators and stores in a matter of minutes."
"Usually when you work with a different number of delivery platforms, you need to coordinate with each of them on how to create that promotion, and how to make it available online at a specific date. With Deliverect, we can just do it ourselves."
According to João, there are also other metrics that KFC has been able to improve with Deliverect's support. "We measure two indicators: the speed of service and the number of incidents. In terms of the first one, I can tell you that the time that each rider waits for their order at KFC has substantially decreased. We've also seen a substantial decrease in the number of incidents, reducing both missing and incorrect orders."
Pedro: "From a technical point of view, we are very happy with the Deliverect platform. Since the very beginning, when we piloted the first store, until today where we are running the solution in around 100 restaurants, we haven’t seen any kind of failure of the platform. 99+ % of the orders are correct and are injected into the restaurants without issues or additional information. And the remaining 1 percent of orders that come with an error, can very easily be tracked in the Deliverect platform to check what the source of the problem is."
João confirms he couldn't be happier with the partnership between KFC and Deliverect. "In my view, our partnership is a very strong one - especially at times when online transactions are going to be more and more relevant. We believe that this partnership will allow us to focus on our core, which is serving the customer with the best chicken in the world, while we leave the technical aspects to the experts at Deliverect!"
"Since we started using Deliverect, our online orders are automated and we save a lot of time and increase efficiency."
"Absurd Bird boosted time of delivery and ratings, leading to higher visibility on the Uber Eats app."