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Read this case study to know how Pollo Campero, a popular fast-food chain from Guatemala, decreased order processing time by 75% while increasing sales by 7%.
A Sneak Peek at the overview of the story:
Brand: Pollo Campero
Country: Guatemala
Industry: Food & Beverage
Tools Employed: WhatsApp Business API
Outcome: 75% decrease in order processing time
Business Type: B2C
The Brand and the Story – Delivering Food that Everyone Loves
A popular fast-food chain specializing in fried chicken, Pollo Campero was founded by the Gutierrez family in 1971 in Guatemala. Since inception, the company has opened more than 400 restaurants in India, China, the US, Mexico, Italy, Bahrain, Spain, Indonesia, Honduras, Nicaragua, El Salvador and Ecuador.
The way delivery business for Pollo Campero’s was growing, it made the fast-food company to become even more ambitious about its growth and so to remain ahead of competitors they tried doing all that could keep fueling the trend. To enhance the customer experience and make it faster & easier for them to place delivery orders as well as to decrease its dependence on outside delivery services, the fast-food company was looking for a better solution. The company already had a delivery infrastructure in place employing which offered higher margins. All they needed is a better platform where customers could place orders easily & quickly and the company could process order even more quickly. A number of customers had already started placing delivery orders via messaging, WhatsApp, Facebook but the entire process usually took lengthier time. This is what made the fast-food company turn to WhatsApp Business API for a solution.
Polo Campero finally collaborated with Yalo, a popular WhatsApp Business Solution Provider in Latin America. The team developed a customer engagement system powered by artificial intelligence that made it simpler for customers to place their orders via WhatsApp. Once the order was placed the details then were sent to the restaurant’s operations team for cooking and delivery.
Employing WhatsApp Business API to simplify the entire order placement and delivery system worked wonder for Pollo Campero and they could not only achieve a 75% decrease in order processing time but could also increase sales by 7%.
The Goals – Simplifying the order placement and delivery system
Pollo Campero was already seeing great success in its business but to amplify the results even more and remain ahead of the competitors the company wanted to keep fueling the growth trend by simplifying the order placement and delivery system even more.
The fast-food company also wanted to decrease its dependence on outside delivery services as it anyway had delivery infrastructure in place employing which could offer higher margins.
The Solution – Order Placement & Delivery Made easy
In the beginning, when Pollo Campero started offering delivery service, customers could place their orders over the phone. Gradually, the customers started reaching out to the fast-food chain on WhatsApp and Facebook for their queries regarding locations, store hours and the menu, in fact, some of the customers had started placing orders through WhatsApp messaging. But the entire process was little laborious and time taking for both – the customers and Pollo Campero. At times, it almost took an hour for employees in responding to orders submitted via messaging, mainly during the lunchtime rush. It usually took 14 minutes in processing a single order that was received this way and this was something which is unsustainable for the company’s sales strategy. This is what made Pollo Campero employ WhatsApp Business API that allowed the customers to place automated orders on the platform.
As mentioned above, the company teamed up with Yalo and worked on simplifying and automating the orders received via messaging. Yalo is renowned in Latin America for providing winning solutions to companies and integrating messaging into their business processes.
The team developed customer engagement system powered by an artificial intelligence that made it simpler for customers to place their orders via WhatsApp. Once the order was placed the details then were sent to the restaurant’s operations team for cooking and delivery.
Products Used:
- WhatsApp Business API – for communicating with customers at scale.
The Outcome – Boosting sales while saving time
The integration of WhatsApp messaging to the Pollo Campero’s business process fetched the company some great results that included reduced-order times as well as an increase in completed orders. Not just that, the new messaging system has also made it easier for the company to develop direct relationships with customers and build better trust with them by learning more about their preferences, which is helping the company in developing and effectively promoting new products.
The Campaign highlights:
- 75% decrease in order processing time
- 16% increase in orders placed
Words by Gustavo Mérida, Digital Marketing and Market Services Director, Pollo Campero
“With WhatsApp and Yalo, we’re building strong relationships with our customers through the channel they value most—instant messaging. These messaging solutions are already making a meaningful impact on our business, and we plan to do even more with them in the future.”
Source: Facebook