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🍔 FZ-view

(info) Overview & Context

Over the past few years RBI has launched a number of initiatives to improve the overall experiences of guests across the brands. However, consumer trends and expectations are continually evolving. BK’s and PLK’s competitors, both big and small players are also quick to adapt and catch-up in meeting expectation in the overall journey of guest experiences. To remain competitive for our brands, RBI sees white-label delivery with a strategic focus to drive digital sales through a company owned channel. This enables us to control critical components such as user experience, customer data and profitability.

Currently, RBI has integrations with Bringg and Simply Delivery to act as middleware for white label order dispatching, management and reporting for both 3rd party delivery fleets as well as restaurant-owned delivery fleets.

Restaurants can have potential use cases for restaurants that want their own fleets:

  1. Enable delivery orders for restaurants that are not covered by 3rd party fleets such as Doordash or Smood

  2. Enable delivery orders for restaurants that want to employ their own drivers

📈 Business Impact

More than a quarter of the sales at competitor’s restaurants in several markets are now coming through digital channels. Having delivery will enable restaurants to reach more consumers, it will also allow to create a smoother experience for the guests, allowing them to order from anywhere at anytime. In other ways, it is a way of having more convenient ways of ordering.

Primarily, it will improve customer satisfaction, which ultimately leads to retention.

As shown above, after introducing delivery in the US, in 2019, sales have been increasing - creating more value to the restaurants.

(lightbulb) Metrics

The main goal of Delivery is to increase digital sales. The following metrics & KPIS can be used to also measure success:

  • Total # of orders

  • Delivery funnel conversion

  • Delivery Sales KPIs

  • Delivery Operational KPIs

  • Success rate on each delivery endpoint - time taken, if completed, among others.

🤝 Partners - Bringg & Simply Delivery

Bringg

Bringg is one of RBI’s logistics provider for White Label Delivery Orders. They are responsible for coordinating delivery with any configured delivery fleets (e.g., UberEats, Smood, etc). These delivery fleets are responsible for managing the actual logistics of pickup and drop-off, and provide updates to RBI through Bringg.

Simply Delivery

SimplyDelivery is a 3rd party tablet based ordering & delivery solution that helps coordinating delivery with delivery fleets and overall management of the delivery processes.

👥 User-view

📱 UX/UI screenshots

🍔 BK UX/UI for Delivery scenario

➡ 🐓 Popeyes UX/UI for Delivery scenario

⌨ Content Management System

Sanity is the Centralized Content Management System that RBI uses. It holds all restaurant information, including service modes, coordinates, opening hours and enabled services, as well as all menu information, including combos and coupons.

A Centralized Content Management System means that all content for all channels can be managed through one CMS. For example, if you’d like to change the description of one of your menu items, you log into the CMS and change it once for all the channels - website, app and kiosk. All menu items, marketing tiles, coupons, static pages, etc. live in the same place and only need to be configured once.

In a nutshell, you can customize your entire Website, App or Kiosk in this platform.

Furthermore, RBI has a Knowledge Base for FZ’s to learn how to use the CMS platform at their own pace. The platform:

  • Is frequently updated

  • Mitigates the risk of personnel turnover

  • Allows to re-read multiple times

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