Skyline Chili Partners with Otter Middleware for Delivery Boost
Skyline Chili Partners with Otter Middleware
Skyline Chili, an iconic Cincinnati-based restaurant known for its delicious Cheese Coneys and 3-Ways, has made a significant move to enhance its delivery operations by partnering with Otter Middleware. With more than 135 locations, Skyline Chili has been a beloved part of the community for over 75 years, garnering a devoted fan base.
Enhancing Customer Experience
As the demand for delivery options increased, Skyline Chili faced several operational hurdles. Merging their Point of Sale (POS) system with third-party online delivery platforms revealed complexities, especially since their previous middleware provider struggled to synchronize their unique in-store and online menu structures. This led to staff having to manually input delivery orders, creating inefficiencies and mistakes that negatively affected customer satisfaction.
Justin Scott, Director of Operations Excellence at Skyline Chili, emphasized the importance of this transition by stating, "Manually inputting delivery orders was not only a huge drain on our staff's time but also introduced errors that impacted our customers' satisfaction. Otter Middleware has exceeded our expectations by providing the tools we need to seamlessly manage orders and menus from all our channels, improving order accuracy and enhancing the overall customer journey."
A Winning Menu Strategy
Skyline Chili's in-store menu is designed for quick staff interaction, featuring shortcut buttons for favorite combinations. Simultaneously, their online menu enables extensive customization with nested modifiers and other personalization features. This divergence highlighted the need for a middleware solution that could effectively bridge the two different types of menu formats. Following an evaluation of various providers, Skyline identified Otter Middleware as the best fit due to its robust technical capabilities and hands-on assistance.
Success Through Technology
Otter's middleware solution is crafted to enhance the order injection process. Maintaining an impressive 99% success rate in order injection, it includes several remarkable features:
- Menu Auto-Sync: This feature ensures that in-store and online menus stay aligned in real-time, reducing the chances of confusion.
- Injection Retry Logic: Guarantees multiple attempts to successfully inject orders, adding reliability to the service.
- Customized Menu Translation Logic: This allows for seamless processing of orders across various menu structures and delivery channels without the need for manual input.
Scott further noted, "You guys have been extremely responsive and helpful with troubleshooting. We can’t tell you how much of a difference this has been from our experience with previous providers."
Transforming Delivery Performance
Since partnering with Otter Middleware, Skyline Chili has witnessed remarkable improvements in their delivery process:
- Order cancellations have decreased by 57%.
- Order issues have been reduced by 66%.
- Staff efficiency has significantly increased through auto-accept features, saving up to a minute per order.
These improvements have empowered Skyline’s staff to concentrate on what they do best—providing a delightful Cincinnati-style chili experience that keeps customers coming back.
About Otter Middleware
Otter Middleware has established itself as a leader in helping restaurants streamline their operations. With over 80,000 restaurant clients in more than 36 countries, Otter empowers dining establishments with tools for managing multi-channel orders and enhancing financial performance. Their partnerships span a variety of leading restaurant applications, making them a key player in the digital transformation of the food service industry. Brands like Denny’s and Qdoba are among those leveraging Otter's technology to serve their customers smarter.
Frequently Asked Questions
What is the partnership between Skyline Chili and Otter Middleware?
The partnership aims to improve Skyline Chili's delivery operations by streamlining order management through Otter Middleware's advanced technology.
How long has Skyline Chili been in operation?
Skyline Chili has been operational for over 75 years, delighting customers with its signature chili dishes.
What improvements has Skyline Chili seen since using Otter Middleware?
Skyline Chili has observed a 57% drop in order cancellations and a 66% reduction in order issues.
What features does Otter Middleware offer?
Notable features include menu auto-sync, injection retry logic, and customized menu translation for better order processing.
How does Otter Middleware support restaurants?
Otter Middleware provides tools that enhance operational efficiency, simplify order management, and improve the guest experience for restaurants worldwide.
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