When Cincinnati-based Skyline Chili, which has over 135 locations, first expanded its delivery options, integrating its POS system with third-party online delivery platforms created complexities as its middleware provider struggled to synchronize the in-store and online menus, said Justin Scott, director of Operations Excellence at Skyline Chili. Staff was forced to manually input delivery orders, leading to inefficiencies, errors and a fragmented customer experience.
“Manually inputting delivery orders was not only a huge drain on our staff’s time but also introduced errors that impacted our customers’ satisfaction,” Scott said in a company press release.
The challenges inspired Scott to partner with Otter to streamline delivery operations.
“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,” Scott said.
Solving the problem
Skyline Chili’s in-store menu system prioritizes staff efficiency with shortcut buttons for popular order combinations, while the online menu focuses on customization and personalization for customers with nested modifiers and personalization options. This disparity required a middleware solution capable of translating between two menu structures, Scott said. After evaluating multiple providers, Skyline selected Otter Middleware for its advanced technical capabilities and hands-on support.
Otter’s solution detects and reinforces weak points in the order injection process, ensuring a 99% injection success rate. Features include:
- Menu auto-sync: Keeps in-store and online menus aligned in real-time.
- Injection retry logic: Guarantees multiple attempts to inject orders.
- Customized menu translation logic: Accurately processes orders across different menu structures and delivery channels without manual intervention.
Transforming delivery operations
Since partnering with Otter, Skyline Chili has experienced dramatic improvements in delivery performance, including:
- Order cancellations dropped by 57%.
- Order issues reduced by 66%.
- Staff efficiency increased with auto-accept features, saving up to a minute per order.
“Skyline Chili’s dedication to quality and customer satisfaction aligns perfectly with Otter’s mission to empower restaurants with tools that simplify operations and improve the guest experience,” Ashvin Kumar, CEO of Otter said in the release. “We’re proud to partner with such an iconic brand and help them continue delivering excellence to their fans across the Midwest.”
