Food Order Taking Solution for Landmark Group

Foodmark is the food & beverage division of the Landmark Group, one of the largest retail conglomerates in the Middle East
Foodmark approached Cupola for a scalable and centralized remote food order taking solution to enhance efficiency and improve the customer experience

Foodmark uses MICROS POS terminals for in-store order taking
This system has no off the shelf commercially viable contact center module that links to it
Cupola’s challenge was to develop the missing modules and integrate the various components into a seamless system

We developed our own in-house technology solution that integrated our order taking contact center module to Foodmark’s MICROS POS terminals directly via My Central Platform (MCP)
The tech-enabled solution consisted of:
- A remote ordering application which pushes through orders received via phone or online directly to the POS terminal at the specific outlet where the order needed to be fulfilled
- A mobile-responsive delivery management application which is used at the outlets to manage deliveries real time
- A comprehensive reporting module
Post implementation, we manage and staff Landmark’s dedicated food & beverage contact center

Significant cost savings
- Direct integration with in-store POS terminal eliminates the need for outlet employees to re-enter and reconcile orders taken remotely from the contact center
Improved customer experience
- Enables outlet employees to focus on the customer experience for in-store customers
- Cupola-trained contact center agents manage higher call volumes while achieving strong customer satisfaction ratings measured by CSAT surveys
- Solution is CTI enabled – allowing CSRs to interact with customers based on their personalized history
Real time operational information immediately available to multiple stakeholders
- Senior management and operations managers have access to comprehensive customized reports through our reporting module

Case Study