Malak Al Tawouk is a renowned brand in the Lebanese fast food category, serving fresh, flavorful, and made-to-order sandwiches, salads, and a wide variety of delicious food items. Established in 1996, the brand has grown to become a leader in the industry, with 37 restaurants in Lebanon, UAE, Qatar, Paris, Iraq, and Abidjan.
When Malak Al Tawouk was launched in UAE in 2020, the initial focus was on establishing the brand and ensuring smooth restaurant operations without the added pressure of delivery services. However, the outbreak of the COVID-19 pandemic brought about a significant shift in customer behavior, leading to a surge in demand for delivery. This sudden change presented challenges, including managing multiple delivery platforms and dealing with time-consuming manual order processing. Moreover, adding new menu items or making changes to existing offerings on delivery platforms proved to be an arduous and inefficient process, resulting in delays and inaccuracies.
In the quest to optimize delivery services and streamline operations, Malak Al Tawouk partnered with UrbanPiper. UrbanPiper's seamless integration with their existing POS system, Squirrel, provided a smooth transition, enabling effortless menu updates and efficient management of delivery orders. With UrbanPiper's user-friendly portal, the brand gained better control over its menus, allowing them to add new items or make modifications across multiple channels easily. The centralized platform also eliminated the need for manual order processing, enabling the brand to reduce manpower and enhance staff efficiency.
The integration with UrbanPiper significantly improved the overall delivery time for Malak Al Tawouk. The time taken to punch a delivery order was approximately 3 minutes, which was brought down to under a minute by automating order management with UrbanPiper. Since the majority of the brand’s overall business is contributed by online delivery, streamlining processes was of extreme importance.
Finally, UrbanPiper's support team provided invaluable assistance, ensuring a smooth and user-friendly experience for the brand and its staff. The personalized account management and quick resolution of issues further reinforced the partnership with UrbanPiper.
With a successful collaboration with UrbanPiper, Malak Al Tawouk aims to expand its business further in the UAE and Saudi Arabia. The brand plans to open new locations and capitalize on the increasing demand for delivery services. As Malak Al Tawouk continues to grow, UrbanPiper's reliable and efficient system will remain a vital component of their success, enabling the brand to meet customer demands and maintain its position as a leader in the fast-food industry.
The integration with UrbanPiper significantly improved the overall delivery time for Malak Al Tawouk. The time taken to punch a delivery order was approximately 3 minutes, which was brought down to under a minute by automating order management with UrbanPiper. Since nearly 80% of the brand’s overall business is contributed by online delivery, streamlining processes was of extreme importance. Finally, UrbanPiper's support team provided invaluable assistance, ensuring a smooth and user-friendly experience for the brand and its staff. The personalized account management and quick resolution of issues further reinforced the partnership with UrbanPiper.
UrbanPiper’s integrations, time-saving features, and efficient customer support have made them an indispensable tool for Malak Al Tawouk. The system is excellent, it’s very helpful, and facilitates key processes that help restaurants today.
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