A growing fast-casual chain on its journey to ramp up digital channels and improve its customer experience faced a new obstacle in 2020 – the coronavirus pandemic. The burger brand, already partnered with Tillster, tasked us with ensuring that their business not only survived the pandemic but grew coming out of COVID.

While e-commerce was not critical to the brand pre-COVID, it became clear that digital channels were crucial for growing incremental business. To meet this need, Tillster began to rapidly revamp the brand’s digital ordering process while simultaneously implementing a new delivery integration, helping to create a truly multi-channel experience.

With this, Tillster set out to achieve three key outcomes for the brand and its digital ordering efforts while also optimizing back end operations elements:

Build a more dynamic online ordering experience and improve conversion metrics.
Boost sales and demonstrate exponential growth on a per-store basis.
Integrate ordering and delivery with all four major marketplace partners.

One factor in updating the burger brand’s online ordering process reflects the unique in-store burger ordering experience that customers know and love. This newer, dynamic ordering flow offered a more engaging and intuitive customer ordering experience while also improving up-sell and cross-sell opportunities.

Simultaneously, the new system offered data capture and analysis capabilities to measure sales funnel results for the first time, providing a new source of insights for the brand to modify its offers and customer experiences further.

Tillster also built last-mile delivery into the online order process for the brand with a white-labeled, on-demand delivery service integrated directly with the online order portal, giving the brand total control of the order, customer data, loyalty, and finances.

These improvements and the brand’s partnership with Tillster helped drive revenue, even during the pandemic. In fact, Tillster data shows that average order value increased 46% while daily orders increased three times since the ramping up digital channels.

Want to learn more about the improved digital ordering experience and results for the brand? Check out our recent case study, Burger Chain Grows Digital and Delivery, which further details the benefits of building a truly multi-channel ordering and brand experience. For more information about Tillster’s solutions, contact our team.