One of the first Pizza chains in the UK, Pizza Hut Restaurants started out as a single ‘Hut’ in Islington, London in 1973. Since then, the brand has expanded to over 150 locations all across the UK and has firmly cemented itself as a household name.
As soon as Pizza Hut Restaurants got associated with food delivery platforms, it became challenging for the brand to manage front of house operations systematically. “For us, the key pain point was the disruption caused front of house when we started working with delivery platforms” says Priten Mistry, Head of Dine Out & Sales Development at Pizza Hut Restaurants.
“We've traditionally been a dine-in business and added delivery platforms in 2019. As soon as they came in, we saw new incremental sales. But from an in-restaurant experience, it started getting difficult for front of house teams to manage all of these new orders on the tablets. Further, we would have quarterly reviews with all the delivery platforms wherein we would take a look at our metrics of speed, accuracy, and quality. Although we would have good metrics, they would not meet the benchmark targets” he added.
In essence, Pizza Hut Restaurants was looking for a solution that would help them manage orders to increase operational efficiency and accuracy without piling up costs. In the past, it had tried a competitor’s solution, but found UrbanPiper to be far more competitively priced.
Pizza Hut Restaurants found the solution to all their problems in UrbanPiper’s integration solution, Hub. Pizza Hut Restaurants needed a partner that fully integrated with Oracle Micros, its existing POS, and offered support and troubleshooting as needed while still being a cost-effective solution.
In UrbanPiper, the brand found a solution partner that had the internal capability to excel and solve at scale all three of its pain points. “The UrbanPiper team is very good at getting things done. We quickly developed a very good working relationship and the price was good as well,” says Mistry.
Hub, streamlined orders from different food apps into one, easy-to-manage screen for Pizza Hut Restaurants. The team built custom integrations that worked with their version of Oracle Micros POS, and had full-stack API integrations with Uber Eats, Deliveroo, and JustEat. The integration ensured that Pizza Hut Restaurants front of house teams could spend time serving dine-in guests while simultaneously increasing the efficiency and speed of operations.
Within a matter of three months, UrbanPiper helped Pizza Hut Restaurants produce remarkable results. Order cancellation percentage is perhaps one of the most important KPIs for any restaurant and after deploying UrbanPiper’s Hub, cancellations dropped by a massive 60%. Further, both order preparation time and rider wait time metrics saw significant improvements too.
We've got everything that we've needed from UrbanPiper. The UrbanPiper team has been very responsive to our requests and very quick to solve any issues. Although our POS was complicated, the team put the effort in to get it working. We've been very happy with the service.
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