It’s no secret that Indian cuisine is popular all over the world and the United Arab Emirates is no exception. When you combine a growing ex-pat population, a fabulous menu featuring North Indian favourites, and a catchy name, ‘Kulcha King’ had all the ingredients it needed to be a winner ever since its inception in the UAE in 2010. The brand has gone from strength to strength over the years and remains a very popular choice even today.
Early on during its expansion, the brand realised that its customers wanted to order their favourite dishes home. In order to cater to the demand, they provided an option for customers to place an order via the phone. In fact, back in 2018, 80% of Kulcha King’s home delivery orders was through this channel. Fast forward to today, and not only have overall order volumes grown, but 95% of the orders processed are through food delivery aggregators. This massive transformation in the brand’s operations led to issues for the brand.
Primarily, none of the online ordering channels they were listed on were integrated into the existing POS system they used. The only workaround to this was to redeploy staff, taking them away from other key aspects of the business. Orders received from aggregators had to be manually punched into the system by staff, who had to look at one dashboard and copy-paste the orders onto another one. During peak periods, not only did online orders get hard to manage, it also affected speed of service at the outlet leading to disgruntled customers. Another aspect of the business that got hard to manage once they started relying on food aggregators was inventory management.
The brand was looking for a solution that could help them solve their operational challenges and allow them to continue to scale the brand. As soon as Kulcha King integrated with UrbanPiper, operations got much smoother as their agents did not have to manually punch orders anymore, allowing them to focus on other areas of the business.
Not only that, another aspect of the business that was vastly improved was menu management. Before UrbanPiper provided Kulcha King with delivery integrations, the brand had to follow an arduous process of email communication with the aggregators to make any changes to their menu. With the help of UrbanPiper’s dashboard, the brand now does it in just a matter of clicks, allowing them to constantly experiment and optimise their menu. Whether it’s changing the picture of an item, adding an item to the menu, or changing the price of a dish, UrbanPiper allows Kulcha King to manage their menu centrally and this is their favourite feature on the platform.
The brand finds the UrbanPiper dashboard very user-friendly. Additionally, representatives of Kulcha King enjoy the customer support they receive from UrbanPiper’s account managers, whom they find prompt and cooperative.
The brand was looking for a solution that could help them solve their operational challenges and allow them to continue to scale the brand. As soon as Kulcha King integrated with UrbanPiper, operations got much smoother as their agents did not have to manually punch orders anymore, allowing them to focus on other areas of the business.
With UrbanPiper, the operations got smoother. Menu management is an amazing feature as it makes our lives a lot easier. The dashboard is also very user friendly. Finally, the account managers are very helpful & cooperative.
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