Din Tai Fung
Din Tai Fung was founded in Taipei, Taiwan in 1972 specializing in Xiao Long Bao, steamed pork soup dumplings. The brand has won many awards—including the coveted Michelin star at its Hong Kong branch—and has become an internationally beloved brand, offering a taste of Taiwan to the United States, Japan, South Korea, Singapore, China, Hong Kong, Indonesia, Malaysia, Australia, Europe, and Thailand.
Parties per year
Feedback messages sent per month
Din Tai Fung first came to Olo to leverage our online ordering platform in 2020. As off-premise dining became a larger part of its business, the team launched Rails to simplify the process of accepting orders from third-party marketplaces, and Expo to better manage the growing volume of digital orders coming from both direct and indirect channels. To further increase efficiency and streamline online order communications with guests, the brand also began using Host—our all-in-one waitlist, reservation, and order management solution.
Results with Olo
Experience Using Rails
Rails made accepting marketplace orders much more efficient and eliminated the need for manual entry into their POS system. This also removed errors caused by manual entry, ensuring guests received the right order every time. As a result, Din Tai Fung saw higher ratings from guests and improvements in guest satisfaction.
Experience Using Expo
Their restaurants were able to streamline operations allowing staff to monitor online orders in one centralized location rather than tracking different orders on multiple tablets. Using Expo made it simple to search for Rails order information and troubleshoot any issues if they arose. For convenience, Expo was installed on two to four devices per restaurant, primarily at the cashier stations. This enabled operators to respond to guest questions and incoming order deliveries without leaving the front-of-house.
Experience Using Host
Host eliminated the need for the brand’s two-waitlist system that required both an app and manual tracking via Google Sheets to manage its three-hour wait. With Host, Din Tai Fung could manage all on- and off-premise parties from one system, with real-time updates and two-way texting for guests. Dine-in parties are now automatically prioritized for seating by the order in which the full party arrives (via Olo’s “Here Now” vs. “Arriving Later” feature). And, previously fragmented and inaccessible guest data—including waitlist, online ordering, and POS data—is now fully integrated and readily accessible for the brand to leverage across its business.
Olo's powerful integrations with delivery marketplaces have made us more efficient, freeing up our team to focus on the guest experience. Orders from several internal and external channels are now easily manageable on Expo. With Host, we’ve simplified the process of welcoming guests and have optimized our operations to run as smoothly as possible—while providing the same level of exceptional service that our guests expect.
More customer success
Mobile Ordering and Delivery Boost Convenience Store Sales, Efficiency, and Relationship With Guests
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