How Otter Helps Caffe Primo Deliver Better Experience in West Lakes

If you remember seeing those catchy $4.90 lunchtime meal deal ads back in the TV days, chances are you’ve probably been to or heard of Caffe Primo. Since opening its first store in 1998, Caffe Primo can now be found in multiple locations across South Australia. Like its first store in Westfield Tea Tree Plaza, its West Lakes franchise is also a family-run joint, run by the amiable Shramik and his family. 

Having set foot in Adelaide back in 2015, Shramik was new to the hospitality scene but he knew this was the business he was looking for. He loves how the Caffe Primo franchise is suited for families just like his own, with an Italian menu of favourites that caters to everyone. Before long, he decided to open his very own at the local up and coming food hub in West Lakes.

It wasn’t an easy start for Shramik and his family who juggled multiple roles in the restaurant, from taking orders to preparing the food and making sure that orders were sent out correctly. We had a chat with Shramik on how they deliver orders and top-notch customer experience with some help from Hubster. 

Keeping customers happy with the best delivery and dine-in experience

For Shramik, focusing on giving the local community the best dining experience has always been the restaurant’s top priority. Take one look at their social media accounts and Google business profile and you’d be hard-pressed to miss Shramik’s diligence in making sure customers are heard, acknowledging negative feedback and celebrating happy ones.

The challenge: With many customers turning to delivery since the pandemic and continuing to do so post-ish, the West Lakes franchise gets around 20 to 30 delivery orders daily on top of in-house orders. Shramik shared that one huge challenge they face is struggling to keep tabs of orders coming in from multiple food delivery partners, especially during peak hours and special occasions. 

“We have four different partners, and four different tabs for each. Every time a new order came in, we had to manually take down the orders and make remarks for any order requirements. If we missed that, then we don’t get the order to the kitchen.” 

The solution: Since partnering with Otter, Shramik says they no longer needed someone to always be on standby with multiple tablets. Otter was able to fill in that gap and consolidate all orders into one system and one printer. Plus, the auto-accept and print feature makes life even easier for Shramik’s team by sending these orders directly into the kitchen. Because of this, they were able to focus on making sure that orders are properly fulfilled and the quality is maintained. 

At the end of the day, Shramik would turn to the Otter Dashboard for sales reports across delivery platforms. With access to the easy-to-use dashboard, he’s able to learn about which delivery partner his customers order from and be able to make data-driven decisions about which platform they should be focusing on, when to reach out to them and if there are opportunities for improvement. 

Not an extra expense, but an instant time and money saver

Recalling the first time he stumbled across Otter, Shramik brushed it off as an extra expense. But after an ad encounter that put him in contact with the Otter team, he got the chance to learn how it works and that’s when he knew this was what his restaurant needed.

Shramik was incredibly pleased with how quickly the onboarding process took place, sharing how he had already received the tablet to kickstart operations by the time he made the decision. The setup was also very intuitive, so they spent little to no time training staff on how to use Otter in their daily operations. Whenever they run into issues, they would turn to the reliable chat support system. 

“The ease of handling Otter is certainly the chat system. Service is very prompt, even on occasions when the printer is not working. I always had the pleasure of being served and having my problems solved in a short period of time. ” 

In the mere 8 weeks since Shramik started using Otter, Caffe Primo has been empowered to:

• Eliminate the need for multiple tablets
• Utilise a single command centre with order and menu management all in one place
• Access delivery sales and order insights that guide business decisions
• Deliver better experience to their customers‍

With his West Lakes franchise, Shramik is the first of the Caffe Primo group to partner with Otter. After his experience, he believes he will not be the last.

“I’m surprised that Otter is not everywhere. We’ve been working with so many different partners, but I think Otter’s solution and quality of service have been at the top of that list. I would definitely recommend it to other restaurants.”

If you’re in Adelaide, support Shramik by ordering a hearty Italian meal from Caffe Primo West Lakes.