Streamlining the Ordering Process for Goto Kai Enhancing Customer Experience and Operational Efficiency

EL BRAND

About the client

Goto Kai is a Filipino food brand based in Davao, Philippines, known for its traditional comfort dishes with a focus on goto (Filipino rice porridge) and other popular local specialties. With a reputation for authentic home cooked flavors and an efficient delivery system, Goto Kai has become a staple for easy access Filipino comfort food in the Davao area.

Challenge

Goto Kai needed an efficient way to direct customers to the appropriate Grab and Foodpanda ordering links based on their location within Davao. The lack of a clear ordering process led to an influx of inquiries and impacted the response time, straining operational resources.

Opportunity

To enhance customer experience by creating a straightforward pathway to ordering, ensuring customers could quickly access the correct links for their nearest branch, reducing reliance on staff for manual order guidance.

Solution

We developed a dedicated website for Goto Kai that directs customers to the correct Grab and Foodpanda links automatically based on their location. This feature simplifies the ordering process by eliminating manual selection or additional inquiries, allowing customers to directly place their orders with ease.

Results

Optimized Customer Journey: The website now intuitively directs customers to the right ordering links, enhancing convenience and reducing the time required to place an order.

Reduced Operational Load: Goto Kai saw a significant reduction in location-based inquiries, freeing up the team’s time for other essential tasks.

Increased Sales: By removing barriers in the ordering process, Goto Kai saw improved order frequency and customer satisfaction, contributing to sustained sales growth.

Highlights

Improved Operational Efficiency: The website’s functionality eliminated the need for continuous customer support for location-based inquiries, allowing the team to focus on core operations.

Enhanced User Experience: The ordering pathway is now seamless, ensuring customers have a smooth, hassle-free experience from website to order.

Distinct Digital Identity: Consolidating ordering channels under a single digital platform strengthened Goto Kai’s brand presence, offering a modern and accessible approach to traditional Filipino dining and appealing to the Davao market.

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