Portillo's has come a long way since it opened as The Dog House hot dog stand in 1963. A staple of the Chicago restaurant scene, the brand now operates more than 70 locations across the U.S. Known for getting hot, fresh food to guests fast, Portillo’s teamed up with Olo in 2016 to implement an online ordering and delivery program that would provide the same convenient, high-quality service that guests had come to expect from the brand.
Cart conversion rate
Sales are now digital
To expedite the ordering process and enhance the guest experience, Portillo's launched Olo Ordering, Rails, and Switchboard. Though the brand relied on a custom front-end for several years, Portillo’s transitioned to Serve, our white-label ordering interface, in early 2022.
The brand aimed to provide a more seamless guest experience, better order sequence, and, most importantly, a faster path to checkout by making the switch. Since moving to Serve and optimizing its menu, Portillo’s has seen a tremendous impact on cart conversion rate, average ticket size, time to checkout, and deployment speed for new menu releases.
Results with Olo
Double the Cart Conversion Rate
Since Portillo’s transitioned to Olo Serve and optimized its menu—including setting default menu item sizes to offer more value to guests—the cart conversion rate has doubled.
Rise in Average Ticket Size
By leveraging Serve’s menu management capabilities, Portillo’s has made placing an order intuitive and frictionless for guests, resulting in an increase in the average basket and ticket size.
Portillo’s guests now spend less time ordering with fewer clicks needed to add items to their cart and add a payment method.
Launching Olo Serve and optimizing our menu has helped create a frictionless online ordering experience at Portillo’s. Our guests want to get in and get out as fast as possible. In that sense, we nailed it.
More customer success
Well-Oiled Online Ordering Program Transforms Guest Experience and Operations at C-Store Chain
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