Chicken Cottage, a popular fast-food chain in the UK known for its mouth-watering grilled and fried chicken, has been serving its unique flavours to customers for years. With over 35 sites across the UK, the brand has garnered a large following of loyal fans. In recent years, Chicken Cottage has undergone a transformation by embracing online food delivery channels and expanding its presence to reach even more customers. Despite its success, the brand faced challenges in managing online orders from multiple food aggregators and handling data fragmentation.
Before partnering with UrbanPiper, Chicken Cottage encountered several difficulties when handling online orders through multiple food aggregators. One of the major challenges was the use of multiple tablets, which resulted in inefficiencies in the back-of-house operations and data fragmentation.
When order volumes spiked, a large number of receipts were passed around, making it difficult to organize the back-of-house into different dedicated sections. This not only affected the speed and quality of order processing but also impacted the customer experience.
Moreover, the brand wanted to manage its menu from one central location, which was not possible earlier as they had to rely on aggregators for any changes. This often led to delays in updating the menu and sometimes resulted in a loss of business. Overall, these challenges hampered the brand's ability to scale and optimize operations, making it imperative for Chicken Cottage to seek a solution that could streamline online orders, centralize data, and improve menu management.
UrbanPiper provided Chicken Cottage with a live demonstration at select locations, allowing the brand to test the product first-hand, which was very important for the brand. This initial period allowed the brand to get familiar with the UrbanPiper dashboard and develop trust in the solution.
Today, all Chicken Cottage orders come onto one screen, and the brand can easily split them according to the various back-of-house sections, leading to improved efficiencies. This has also helped in training staff better, as they can now focus on a certain set of tasks they are best at.
The integration has allowed the brand to access data centrally, which has helped the brand analyse sales, cost of goods, and other elements of the operation, which is crucial in today's economic climate. Finally, the ability to manage the menu in real-time has been a game changer for Chicken Cottage, as they are now able to make changes instantaneously and not have to wait for the aggregators.
To bring it all together, the sales and post-sales experience was the other major reason why they decided to deploy UrbanPiper. Chicken Cottage has been live with UrbanPiper for over a year now and it is an association that is set to grow as the brand continues to scale.
Today, all Chicken Cottage orders come onto one screen, and the brand can easily split them according to the various back-of-house sections, leading to improved efficiencies. This has also helped in training staff better, as they can now focus on a certain set of tasks they are best at.
With UrbanPiper, all the orders come onto one screen and have helped our operations. We get access to centralised data which helps us make better decisions. It was a quick and easy integration and we don’t see any challenges moving forward
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