BBQ-Sochi Case: How a Bot Helps Control Couriers and Not Lose Orders

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Restaurant chain automates third-party delivery service management
08.05.2024 ⏱ 11 minutes
BBQ-Sochi Case: How a Bot Helps Control Couriers and Not Lose Orders
According to Data Insight, the share of restaurants with delivery has increased by 1.5 times since 2020. Today, 61% of Russian establishments deliver food.

Now, delivery for businesses is part of the service and a way to increase customer loyalty. But if a company uses an external service, it cannot always control the quality of its services, and reputational risks increase.

The BBQ-Sochi restaurant chain faced this problem. kuwait phone numbers Couriers could miss an order, which caused delivery to be delayed or the customer to change their mind. The business lost revenue. We will tell you below how the company dealt with this, automated delivery management and maintained the quality of service.
Data Insight Research
What problems did we encounter?
We lost orders in correspondence with couriers and manually tracked each one.
We developed a bot for couriers and automated the transfer of orders to the delivery service.
We launched an administrator web application and simplified control over orders.
Results
What problems did you encounter?
Orders were transferred to couriers via WhatsApp. In the general chat, the courier could miss the order or lose it.

The delivery was delayed while the managers spent time clarifying the circumstances and searching for a courier.

The order could become overdue because no one picked it up. The customer became irrelevant, and the company lost revenue.

There was a lack of control over the delivery process. Managers had difficulty tracking the order fulfillment.

It was unclear which order was assigned to which courier. This caused problems with processing customer feedback.

There was a lack of reporting and analytics at the moment: it was difficult to calculate how much time a courier would need for delivery, and how many orders one courier could deliver.
We lost orders in correspondence with couriers and manually tracked each one
BBQ-Sochi is a chain of meat shops and restaurants. The company's main service is the delivery of ready-made meals. Customers can order them offline, on the website, in a mobile application, through aggregators or in a messenger.

BBQ-Sochi does not have its own couriers - the company uses the services of a local delivery service. Previously, orders were transferred to performers in a WhatsApp chat: managers sent information, and couriers wrote back that they had taken on the job.

This caused problems:

some orders were lost in correspondence, and some were left without couriers;

managers spent time on monitoring, clarifying the circumstances and searching for an executor;

it was impossible to calculate the delivery time and the number of orders that the courier could take on;

Managers manually transferred order statuses from chat to RetailCRM.
BBQ-Sochi Case: The First RetailCRM and iiko Integration Project on the Market

As a result, some orders could not be delivered at the appointed time, and customers had to wait. The quality of service decreased, and with it, customer loyalty.
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"When orders were sent via messenger, managers had to monitor whether the order was accepted for work, who did it and when. It often happened that some orders were left without performers. In such cases, employees had to call the client, reschedule the delivery time, apologize. It took a lot of time and resources, we were not satisfied with this" - Vasily Drozhzha, project manager
At first, they tried to solve the problem using RetailCRM capabilities. Automatic trigger notifications were set up in the system. The trigger tracked orders in the "Ready" status, and if the status did not change within 17 minutes, the manager received a notification. He contacted the courier and clarified why the order was not picked up.
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Trigger operation algorithm in RetailCRM
Trigger operation algorithm in RetailCRM
Triggers helped reduce manual actions, but did not completely solve the problem. Couriers were still communicated via messenger.
"Automatic reminders in RetailCRM simplified the process, but did not eliminate all inconveniences. Managers still had to take on manual management and spend time on clarifications. It is difficult to keep track of deliveries in chats, especially during peak loads. We wanted more serious automation and control"