Case Study: a popular American fast-food chain improves order visibility and customer engagement with Persistent Systems

A Popular Fast-Food Chain Re-Invents Their Delivery Operations In India To Improve Order Visibility & Customer Engagement

The customer, a popular American fast food chain with franchises in India, faced significant challenges in scaling its delivery operations. Its reliance on outdated, manual systems for defining delivery zones and processing orders led to frequent SLA misses, false order refusals, and a poor customer experience. To overcome these operational hurdles, the chain partnered with Persistent Systems (through its Google Business Unit, founded on the acquisition of MediaAgility) to reinvent its delivery process using the Dista location intelligence platform on Google Cloud.

Persistent Systems implemented a solution that utilized Google Maps APIs to create dynamic trade zones, automate order mapping to the nearest store, and provide live tracking for customers and managers. This drastically improved operational efficiency, enabling the chain to consistently meet its critical 'under-10 minute' delivery SLA. The results included increased order acceptance rates, enhanced customer engagement through real-time visibility, and the provision of valuable map-based business intelligence for future planning and expansion.