Cincinnati, Ohio-based restaurant chain Skyline Chili has collaborated with restaurant integration company Otter Middleware to enhance its delivery services and improve customer experience.
The collaboration aims to address operational challenges faced by Skyline as it expands its delivery options across 135 locations in four US states.
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The restaurant, celebrated for its Cheese Coneys and 3-Ways, sought a solution to integrate its point-of-sale (POS) system with online delivery platforms.
Skyline Chili’s staff encountered difficulties synchronising the in-store and online menus, leading to manual order input and a disjointed customer experience. This limited the company’s ability to grow its delivery service across multiple platforms.
Otter Middleware was chosen for its ability to bridge the gap between these two distinct menu structures.
Skyline Chili director of operations excellence Justin Scott said: “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.”
The in-store menu at Skyline Chili is now designed for staff efficiency with shortcut buttons for popular order combinations, while the online menu offers extensive customisation.
Otter Middleware’s solution includes menu auto-sync, injection retry logic and customised menu translation logic.
These features ensure a high success rate in order processing and reduce the need for manual intervention.
Skyline Chili has seen significant improvements in its delivery operations since implementing Otter Middleware’s system.
Order cancellations have decreased 57%, and issues with orders have fallen 66%.
Staff efficiency has improved due to auto-accept features that save up to one minute per order.
These enhancements allow Skyline Chili to concentrate on providing their signature Cincinnati-style chili experience.
Otter CEO Ashvin Kumar said: “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.
“We’re proud to partner with such an iconic brand and help them continue delivering excellence to their fans across the Midwest.”
