The following message is from CEO Mike Archer:
Malnati’s Team,
I just wanted to give a big shoutout and say thanks to all of you for your hard work and dedication in making our Store Operation Systems Improvement program a reality. As of Tuesday, this week, all stores are now up and running with OLO! Let’s take a moment to celebrate this awesome achievement that will propel our business forward and set us up for even more growth. It’s a perfect example of what we can achieve when operations teams and support teams join forces to reach a common goal.
Now, let’s quickly remind ourselves why this implementation is so crucial and what we aimed to achieve with it. Our old operating systems were a mess, causing all sorts of issues with the app, Rewards, and online ordering. It led to frustrating moments for both our teams and our customers. So, the goals of our Store Operation Systems improvement program were to:
- Stabilize our systems to eliminate failures and prevent sales and customer losses.
- Improve the customer experience to keep our existing customers happy.
- Streamline our processes to support growth initiatives effectively.
- Attract new customers through third-party marketplaces.
- Stay competitive in the industry with better ordering features, delivery times, and tracking.
And guess what? Our initial results are looking fantastic! The systems are running smoothly, delivery times have decreased by about 10 minutes, and our incremental delivery sales have gone up by more than 5%! Plus, when Cartwheel is used correctly, our drivers can take shorter trips, leading to better tips and faster deliveries for everyone.
There are a few more steps to take to create the ultimate ordering experience for our customers. We’ll be updating the app after OLO, which IT will handle behind the scenes, rolling it out in August. Customers will see a significant improvement in their ordering experience. Also, we’re planning to transition into a new Rewards program that eliminates the hassle of tracking points—more on that next week. Additionally, we’ll be testing a new POS system at Michigan Avenue and Palatine, like the OLO project. This new POS will offer features like customer reservations and an improved “get on the list” function for restaurants, among other enhancements. We will evaluate this test through the end of the year and decide at that time as to whether we move forward with a full system rollout.
So, thank you once again for your incredible efforts in making this happen. Cheers to each of you and the success of the OLO rollout.
Mike
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