Otter Restaurant Tech is Skyline Chili’s Recipe for Smoother Delivery

Anyone who has enjoyed a Skyline Chili Cheese Coney or twirled a fork into their classic 3-Way knows it’s more than just a meal—it’s a Cincinnati tradition. Whether customers grab one on the go or sit down to savor every bite, Skyline Chili has built a loyal following across their 135+ locations with its unique flavors.

But behind the scenes, maintaining that signature experience—especially with the increasing demand for online orders—presented new challenges. When Skyline Chili first expanded their delivery options, integrating their POS system with third-party online delivery platforms created complexities as their previous middleware provider struggled to synchronize the in-store and online menus. That’s where Otter stepped in, helping Skyline Chili deliver a more seamless delivery process, free of extra hassle.

Streamlining the delivery experience

Skyline Chili faced operational challenges as their customer demand for online ordering grew. Their in-store menu was designed for speed and efficiency, while their online menu prioritized customization. This mismatch led to errors, delays, and additional work for the team. With orders getting lost in translation, Skyline needed a solution to keep the customer experience smooth. 

“Manually inputting delivery orders was not only a huge drain on our staff’s time but also introduced errors that impacted our customers' satisfaction,” said Justin Scott, Director of Operations Excellence at Skyline Chili.

Otter’s all-in-one restaurant tech 

After evaluating multiple providers, Skyline Chili found the perfect match with Otter. This pairing ensured that every order could be processed accurately, avoiding the need for manual input and keeping operations running smoothly.

Since partnering with Otter, Skyline Chili has seen significant improvements:

• 57% decrease in order cancellations
• 66% reduction in order issues
• Improved staff efficiency, with auto-accept features saving up to a minute per order

Some of the key restaurant solutions Otter provided included:

• Menu Auto-Sync: Keeping in-store and online menus updated in real-time, eliminating discrepancies
• Injection Retry Logic: Ensuring multiple attempts to process orders, minimizing lost transactions
• Customized Menu Translation Logic: Seamlessly converting orders between different menu structures and delivery platforms

“You guys have been extremely responsive and helpful with troubleshooting,” Scott said about Otter. “We can’t tell you how much of a difference this has been from our experience with previous providers.”

Cooking up a lasting partnership

With a more streamlined process, Skyline Chili’s team can now focus on what they do best—serving up Cincinnati’s most iconic chili dishes without operational disruptions.

“Skyline Chili’s dedication to quality and customer satisfaction aligns perfectly with Otter’s mission,” said Ashvin Kumar, CEO of Otter. “We are proud to support their operations and help them continue serving their loyal customers.”

For restaurants looking to optimize their delivery operations, Skyline Chili’s success story highlights the importance of choosing the the right technology to meet your business’s needs and goals. Otter is a leader in equipping  restaurants worldwide with modern solutions that improve efficiency, streamline processes, and enhance the guest experience—one order at a time.