Case Study: Leading Global Food Aggregators and Food Company achieves operational excellence with MattsenKumar

How MattsenKumar’s Back-Office Expertise Helped The Largest Global Food Aggregrator Achieve Operational Excellence

MattsenKumar partnered with a leading global food aggregators and food delivery company serving more than 11.2 million customers monthly across 20+ countries. The customer needed help improving its menu management and merchant communication workflows, as rising restaurant onboarding volumes were creating delays, lower menu quality, and growing dissatisfaction from merchants, while email and chat support teams were also under pressure.

MattsenKumar designed and deployed a phased back-office solution covering menu creation, quality control, merchant query management, and delayed-order email/chat support. The vendor hired, trained, and launched over 140 agents in just two weeks, and the full program went live in four weeks. Results included more than 10,000 tickets processed weekly at over 93% accuracy, 1,500+ menus created with over 80% accuracy from week one, chat TAT under 10 seconds versus a 30-second target, and 91% first-response adherence against an 85% goal.