Case Study: Menulog achieves faster merchant onboarding and higher customer satisfaction with Ubiquity

Hungry for more restaurant partners and more satisfied customers, a food-delivery startup gets an operational overhaul

Menulog, a top online and mobile takeaway-ordering service in Australia and New Zealand, faced the challenge of expanding its merchant footprint and boosting marketplace adoption while streamlining thousands of processes. To address this, they partnered with vendor Ubiquity to revamp their front- and back-office operations.

Ubiquity implemented a strategy of role segmentation, moving from a universal agent model to dedicated channel-specific teams for customer support and dividing merchant onboarding into four specialized segments. This solution led to a 50% reduction in processing costs, a 14% increase in customer satisfaction, and a 30% faster merchant onboarding process, cutting the time from several days down to just one or two.

Menulog