Poached Neighborhood Kitchen 5x's mobile app adoption and grows sales 57% with Open

Challenge

Poached Neighborhood Kitchen was working with Incentivio, but frequently got complaints about the mobile app, ordering experience, and friction in the checkout process. They had asked Incentivio to enable Apple and Google Pay for a year without luck and were ready to migrate to a new solution that wanted to move quickly for them. They felt like their technology partner wasn't innovating and changing the product enough, and their mobile app hadn't been updated in over a year.

Poached avoids partnering with third-party delivery marketplaces in favor of owning the entire relationship with their customers, making their digital experience incredibly important. They maintain a super high bar for the quality of their ingredients and wanted a technology partner that matched their obsession over great quality products and that would give their customers a true sense of digital hospitality.

Solution

Poached decided to launch an upgraded branded mobile app, new online ordering experience, AI marketing assistant, and AI support agent with Open.

LaSorted's custom branded mobile app and upgraded online ordering experience set the foundation for growth. The app and ordering experience follows best practices, like insanely fast load times, featuring popular menu items, Apple/Google Pay, saved addresses and instructions, easy reordering, and more. Additionally, Open uses best in class payments infrastructure to improve approval rates for successful credit card transactions, meaning that Poached will instantly get a boost to conversion rate when moving to the new experience.

The Open AI marketing assistant was set up to immediately grow Poached Kitchen's direct sales. Poached had a base of customer contacts that hadn't been actively marketed to, and they were able to upload their contact lists and have Open's AI marketing assistant create promotions and campaigns to re-engage lapsed guests. This gave Poached an immediate boost and led to their sales doubling.

The Open support agent that Poached deployed allowed their staff to have best in class mobile and web online support without taking up any resources from the in store staff, allowing them to free up time to focus on making great food and hospitality for their walk in guests.

Results

5x mobile app adoption

Poached was able to take their mobile app sales from 12% of total online revenue to 57%!

$10,000 in cost savings

Poached was able to cut more than $20,000 of costs when moving to Open. Additionally, they're saving on labor by leveraging Open's AI employees for marketing and support.

57% growth in direct online orders

Poached was able to increase their online orders by 57% after migrating from Incenvitio. Additionally, they got frequent comments from their customers who loved the upgraded ordering experience.

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I had a few goals for updating my online presence: 1) Give my customers a better ordering experience, 2) Grow sales, and 3) Reduce vendor costs. Open delivered on all that and much more!

Jim P, Owner @ Poached Neighborhood Kitchen

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