Automation of Dark Kitchen operations

Result

Dark Kitchens, or "ghost kitchens", are restaurants without visitor halls, operating exclusively on food delivery. In this format, logistics efficiency, order accuracy, and service speed are especially important, which is impossible without a high level of automation. Key aspects of our project included automating website order intake and through telephony, integration of payment systems for accepting payments, automated product exchange with the website, and simplifying the order issuance process. Additionally, marketing automation, especially on social networks which are the main source of orders for Dark Kitchens, was important.

Automation of order intake and payments

We implemented full automation of order intake, integrating the website and telephony with our CRM system. This not only allowed for instant reception of orders from various sources but also ensured their rapid processing. Integration with payment systems simplified the payment process for customers, and implementation of SMS notifications ensured that the customer is always informed about their order status.

Managing orders and kitchen through Bitrix24

Implementing Bitrix24 in the operational activities of Dark Kitchen allowed for the automation of key processes: from product exchange to managing order issuance. System integration with product images facilitated the work of chefs, reducing time for food preparation and minimizing errors in orders. Automation of order issuance guaranteed their timely packaging and delivery to the customer.

Thoughtful sales funnels and task management system in Bitrix24 ensure effective control over orders and even distribution of workload in the kitchen. These measures are aimed at optimizing the workflow and increasing customer satisfaction by reducing waiting time and improving service quality.

Marketing and customer base management

With our plugin for conversions, we drastically improved the effectiveness of advertising campaigns on social networks, thereby optimizing the main source of orders for Dark Kitchen. This not only increased the reach of potential customers but also significantly boosted order numbers thanks to precise ad targeting at the target audience.

Utilizing Bitrix24 capabilities for customer base management, we were able to not only collect and store detailed information about each customer but also automate targeted mailings for important dates and holidays. This strategy allowed for personalization of approach to each customer, significantly increasing loyalty and stimulating repeat orders, making marketing efforts as effective as possible.

Conclusion

After implementing a comprehensive automation system, Dark Kitchen was able to significantly increase the volume of processed orders: the daily number of deliveries increased by 50%, and the time to process an order was halved. Thanks to integration with payment systems and automation of customer notifications through SMS, customer satisfaction levels rose, which reflected in a 30% increase in repeat orders.

Marketing automation on social networks and targeted mailings for holidays led to a 40% increase in new customers. Managing the customer base and analyzing advertising campaigns allowed focusing on the most effective channels of attraction, optimizing the marketing budget, and increasing the company's overall income by 25%.