Introduction

Pieminister started its journey in 2003 with a vision to offer quality pies and pastries to the UK market. Founded by Jon Simon and Tristan Hogg with an eye to reinvigorate the humble British pie, Pieminister now has 15 outlets across the UK and supplies to a number of leading pubs and supermarkets across the country.

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Challenges

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The growing popularity of food delivery platforms like Uber Eats, Just Eat and Deliveroo introduced a new dimension to the brand’s business model, which earlier focussed on dine-in customers. In the initial days of adopting delivery, managing multiple delivery platforms and tablet devices created operational inefficiencies for Pieminister.

One of the primary hurdles Pieminister encountered was the complexity of managing menus across various delivery aggregators. Each platform required its own menu updates, often resulting in discrepancies between the offerings presented to customers.

Additionally, operating with individual tablet devices for different delivery apps proved to be inefficient. The restaurant staff had to manage multiple devices, leading to time-consuming manual entry and a higher likelihood of errors. This fragmented approach hindered the smooth flow of orders from placement to preparation.

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Since the process was reliant on manual data entry, it would lead to inevitable mistakes and errors, which would require further effort to clean up. Recognizing the need to streamline their delivery operations, Pieminister explored integration solutions. While several options existed, none seemed to perfectly align with the brand's requirements. That's when UrbanPiper entered the picture, offering a promising solution.

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Solution

Menu Management: The collaboration with UrbanPiper immediately aided Pieminister's delivery operations. The platform's integration solution provided a centralized menu management system, eliminating the need to update menus on each aggregator separately. This not only saved time but also reduced the risk of errors.

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Order Management: The integration allowed Pieminister's restaurant managers to focus on preparing orders, as the platform seamlessly forwarded incoming orders directly to the kitchen. This eliminated the hassle of dealing with individual tablets, reducing processing time and ensuring order accuracy. Since all the orders flowed into a centralised system, there was no need to manually track the number of orders received, eliminating missed orders.

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Accurate Accounting: The integrated system contributed to a more accurate accounting process. As orders were accurately tracked and recorded, the data seamlessly flowed into Pieminister’s accounting system. This resulted in more precise financial figures at the end of the month, reducing discrepancies and aiding in efficient financial management.

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Centralised Control: Previously, tablet controls were at the discretion of general managers, leading to challenges such as delays and incorrect order rejections. The integration with UrbanPiper empowered Pieminister to take control of order management. Now, the risk of increased wait times due to settings mismanagement or unnecessary order rejections was mitigated. The integration allowed for central oversight, ensuring consistency and a smoother customer experience.

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Support: Finally, the relationship with UrbanPiper's support team has played a pivotal role in Pieminister's experience. Prompt and efficient support has been provided by the account management team and this strong support infrastructure ensures that Pieminister's operations remain uninterrupted and optimized.

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