Favorite Fried Chicken

BESPOKE SYSTEM

Understanding the objectives and requirements of the system updates, Keane recommended transitioning to a new standalone platform, separating the corporate website from the e-commerce system, to enable more flexibility and scalable functionality. To that end, Keane developed a bespoke, standalone e-commerce platform, using our own Mustard business system, and kept their corporate website within the existing CMS. The new system offers quick access to manage the following:

• Menu/Products
• Orders
• Stores
• Customers
• Reports
• Vouchers/Discounts

MENU/PRODUCTS OVERHAUL

Keane re-built the menu system, creating a universal product management area that allows for customisation per store. This also supports product modifiers/options for specific items, configuration of pricing and availability for each product, and streamlining management across all locations. 

The new system allows for a “product” repository where products and modifiers (and the options for the modifiers) are stored. These products have their name, image, description, nutrition information, along with “default” prices. This feeds into the ‘menu builder’ where individual menus can be created with items from the product repository and where certain parameters (such as price) can be overridden. This is where variables such as ‘collection only order’ or ‘delivery only order’ can also be selected. From here, the menus are then assigned to a specific store.

Discounts can now be further configured with options to have them valid for specific days of the week and/or certain times of the day, as well as allowing a maximum £ discount when using a percentage, i.e., 10% off an order up to £15. The discounts can be assigned to a specific product, a category, a menu, or a store.

The overall interface has been updated and improved to create:

• better responsive functionality
• better and more granular permission/access levels
• better visualisation of data/graphs, etc.

USER EXPERIENCE

The new system has also improved the user experience. By updating the basket process, customers can check if delivery is available before adding items to their basket.

By updating how product modifiers are displayed and selected makes it easier for a customer to choose their options. Updating the order/checkout process to a single page checkout means customers can check out in one click, rather the multiple ‘next’ steps.

STORE PORTAL

A new store portal was introduced by Keane, allowing each store to access and manage its online orders from an in-store device. The updated functionality of the portal includes access to order statuses, featuring:

• Management for click & collect or pay by cash orders
• An alert if an ‘Accepted’ order has not been updated after a fixed amount of time
• An alert if a ‘Dispatched’ order (associated with a delivery driver) has not been updated within a set time frame

REPORTING & ANALYTICS

Keane redesigned the reporting capabilities, adding new reports and extending the functionality of existing ones. The reworked system supports detailed reporting on order history, customer behaviour, and sales performance. Sales reports now include filters for date/time and product, with updates to track online orders. Customer reports now differentiate between new, return, and lapsed customers, whilst new predictive analytics offer insights into future behaviour, helping to forecast trends and sales.

The reporting features also allow for a comprehensive view of store performance, including metrics such as order acceptance rates, processing times, and delivery times, enabling store managers to quickly identify areas for improvement.

MARKETING & CAMPAIGNS INSIGHTS

Keane has also added additional features to allow for campaign tracking, including UTM codes for campaign tagging. This enables a detailed breakdown analysis of how marketing campaigns perform and impact sales, and provides valuable granular data to optimise future strategies.