When almost a quarter of True Food Kitchen’s sales came from online channels, the brand realized its website was not built for the modern user. The brand, which has 46 restaurants across 17 states, used a complex CRM with several third-party tools layered on top, creating a disjointed ordering experience. Buttons didn’t take guests to the right places, and completing an order took too many clicks. The breaking point for True Food Kitchen was a high number of order transmission failures from unavailable items being added to a cart, leading to abandoned baskets — and money left on the table.
Rather than going further down the path of custom work, the brand decided to move to Olo Serve front-end with menu management, as the brand wanted to create a more seamless guest ordering experience that would convert more of their orders. True Food Kitchen was already using Olo platforms for online ordering, catering, and direct and third-party delivery, so the brand was familiar with Olo’s innovative pace, top-notch customer service, and dedication to helping restaurants succeed.
Implementation took less than 90 days. True Food Kitchen appreciated being able to see what the user interface looked like before going live, so they could get the right look and feel of the brand on the page.
The brand also implemented Olo’s personalization suite, which included features like Smart Cross-Sells, which uses AI to suggest a complementary item to a guest’s order, leading to increased basket size. The impact was immediate. Brand leadership was texting each other about the feature's insight. Smart Cross-Sells now generates an additional $150,000 annually for the brand.
Since implementing Olo Serve, sales have increased, errors have decreased, and True Food Kitchen spends less time maintaining a cobbled-together platform and more time serving guests.
