The complex world of food tech ops
Popchew is a food tech startup based in New York City building the defining consumer food brand of the next 100 years, at the intersection of food, entertainment. We spoke with Aditya Nambiar, revenue operations manager, who plays a crucial role in overseeing the entire customer journey. With his expertise in operational efficiency and customer satisfaction, Aditya provides valuable insights into how Popchew leverages Avenue to increase revenue and customer satisfaction.
“This is the missing part! We have to use this.” Remarked Aditya when he first heard about Avenue. “Companies have a lot of data that flows and then sits around. With Avenue, you can set up rules and thresholds so operations teams can identify issues proactively”
Proactive alerting = improved KPI’s
Before incorporating Avenue, Popchew lacked full visibility into their operations due to scattered data sources. With data coming from platforms like Uber Eats, DoorDash, and their own first-party sources, it was difficult to derive actionable insights and create a cohesive operational strategy. Manual processes, such as manually extracting CSV files and generating Excel reports, proved to be inefficient and hindered scalability. As they scaled, Popchew needed visibility into customer satisfaction and product quality.
Improving cancellation rates from 6% to 0.8% with Avenue
With Avenue as their operations control system, Popchew has been able to consolidate disparate data sources (using data enrichment) and take action before issues arise. In the food delivery space, cancellation rates are important as they impact a store's ranking on delivery apps like Uber and Doordash. Avenue helps Popchew identify issues and alert team members of issues. Aditya notes that the operations team uses Avenue for proactively identifying ops issues like “these are your top five restaurants that are canceling orders, call them up.” With Avenue's real-time monitoring and alerting capabilities, Popchew could identify restaurants with high cancellation rates and take immediate action. This resulted in a significant reduction in cancellations from 6% to 0.8%. This improvement in cancellation rate has a direct impact on Popchew’s revenue.
Improving customer response time with Avenue
"In addition to improving core metrics, like cancellation rate, Avenue has led to a significant improvement in our customer response time and support. In all businesses, whether enterprise or start-up sized, customer support response times are what differentiate great from good businesses. Before Avenue we responded quickly to restaurants and customers but as we grew scalability became an issue. Individually texting each customer or sending weekly reports via email was not efficient. With Avenue we send weekly text messages to restaurants, providing them with metrics and trends using Avenue’s Twilio integration,” notes Aditya. By adopting a proactive approach, Popchew aims to address potential concerns before customers reach out, making customer support more efficient and vital for a small business's success.
Looking ahead: Avenue for streamlining Zendesk ticketing + SLA adherence
Looking ahead, Popchew plans to further leverage Avenue to optimize their food operations. One area of focus is enhancing their customer support processes. By integrating Avenue with their support tools, such as Zendesk, Popchew aims to streamline their support ticketing system, take action on SLA’s, and proactively address customer inquiries and concerns.
Additionally, Popchew intends to build out monitors using Avenue's data view feature. This feature allows users to create customizable monitors without extensive coding, enabling efficient data visualization and reporting. By utilizing this feature, Popchew can save time and effort in analyzing key metrics and make data-driven decisions.
As Popchew continues to expand its customer base and work with big enterprise clients, they are confident that Avenue will play a vital role in scaling their operations and sustaining their success in the competitive food-tech space.
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