Case Studies
How United Pacific Continuously Improves Efficiency and Revenue with Otter
It’s no secret that food delivery has skyrocketed over the past few years, pushing businesses of all types to transform their models to keep pace with shifts in customer behaviors. United Pacific is a shining example of this transformation, recently updating their own model for success. They've not only adapted, but also expanded their customer base significantly, all thanks to the power of delivery.
Want to uncover the details behind United Pacific's successful pivot? Get ready as we delve into how the convenience giant strategically uses technology, with a boost from Otter, to enhance efficiency and drive revenue.
Adapting to New Tides
Undoubtedly, the main catalyst for this shift in customer behavior has been the COVID pandemic. The global health crisis forced restaurants to reassess their operations, and its impact rippled through the entire retail sector, including convenience stores.
"When COVID hit, our storefronts were listed on DoorDash, but we weren’t taking advantage of any other online ordering channels. In order to keep our convenience stores performing, we knew we needed to digitize. But we weren’t entirely sure where to start," shared Travis White, Division Manager at United Pacific.
The pandemic served as a wake-up call, urging businesses to embrace digital solutions to navigate the challenges posed by such an unprecedented situation. For United Pacific, the decision to digitize and explore new online ordering channels became not just a necessity, but a strategic move to ensure the continued success of their convenience stores in the face of evolving consumer preferences.
Revolutionizing Operations with Tech
In a bid to optimize operations through technology, United Pacific teamed up with Otter, aiming to unleash the full potential of various digital ordering channels without the usual chaos associated with extensive digital transformations. United Pacific seamlessly integrated new online ordering channels and employed Otter’s Order Management solution, providing them with a unified and streamlined system to manage cross-platform orders seamlessly.
From its initial integration into 50 locations, Otter's suite of solutions (including Order Manager, Menu Manager, and Analytics) is helping United Pacific manage orders and optimize operations across 351 locations nationwide.
United Pacific’s Tech-Injected Delivery Success
Six months into the company’s partnership with Otter, their results were clear to see. United Pacific witnessed a remarkable surge in weekly orders, increasing by 44%, while order errors fell by 74%. Otter’s Order Manager played a pivotal role in enhancing operational efficiency, accepting orders, and printing receipts automatically from all platforms. Order Manager’s Auto-Accept feature was a game-changer for the brand and helped United Pacific increase orders while simultaneously reducing errors and cancellations. This resulted in a 25% decrease in canceled orders and an increase of 448 orders per week!
United Pacific also leverages Otter’s Menu Management tool to automatically synchronize and manage menus across all their online ordering platforms for their 351 locations. With Menu Management, United Pacific can easily mark items as unavailable in real-time, ensuring that their menus are always up to date on all online ordering platforms. This shift contributed to the brand seeing a 22% increase in average basket size!
"This collaboration has allowed us to effectively grow and manage our delivery business by enabling us to aggregate all of the delivery partners into a single platform." shared White, underscoring the pivotal role of this partnership with Otter.
