Executive summary
At Tanuki, digital was tied to operating speed and service quality: the OMS, operator interfaces, courier app, telephony, and chats worked as a single system for managing orders and delivery.
+15 ppincrease in the share of orders delivered on time
+10%year-on-year growth in online turnover
from scratchcustomer service function created
Public result
- Built the customer service function from scratch.
- Introduced a system of KPIs and checkpoints across the entire customer journey.
- The share of orders delivered on time increased by 15 pp year on year.
- Introduced an order management system (OMS) and courier delivery management.
- Implemented a new restaurant incentive system focused on delivery speed and quality.
- Online turnover increased by 10% year on year.
What was done
The case shows the management link between the customer front end, operational engine, and network geography.
Redesign and front ends
Customer and operational interfaces were developed around order speed, clear statuses, and fewer operational errors.
SLA and OMS
OMS and SLA became part of a manageable delivery operation where status, accountability, and deviations from target service were visible.
Courier app
The courier interface supported delivery execution and connected operational statuses with customer expectations.
Operator interfaces
Operator interfaces enabled faster handling of orders, changes, and delivery communications.
Telephony and chats
Telephony automation and external and internal chats improved management of customer and team communications.
Customer service
The customer service function was built from scratch and given KPIs across the full customer journey.
Geoanalytics
The geo model was used to assess opening potential, plan turnover and financial performance, and control service levels.
Related expertise
For employers
This case is relevant to B2C services and delivery businesses where customer experience depends on operational accuracy, SLA, interfaces, and the geographic model of the network.