7 Rules of Success in Online Order Management
Online ordering platforms constitute a significant portion of restaurant revenues. However, multi-platform management can be challenging.
Importance of Online Ordering
Statistics
- Online ordering market grew 150% in the last 3 years
- 60% of customers order online at least once a month
- Average online basket size is 30% higher than in-restaurant orders
Challenges
- Multi-platform management
- Manual order entry
- Price inconsistencies
- Inventory synchronization
- Kitchen congestion
7 Rules of Success
1. Central Integration
Problem: Separate tablet and manual entry for each platform
Solution: Integrate all platforms into one system
- Yemeksepeti
- Getir
- Trendyol Yemek
- Migros Hemen
- Your own website
Advantages:
- Single screen management
- Automatic order transfer
- Error-free operation
- Time savings
2. Automatic Inventory Management
Automatically disable sold-out products on all platforms.
Example:
Lamb Tandoori sold out
↓
Automatically "Out of Stock" on all platforms
↓
Reactivate when new stock arrives
3. Dynamic Delivery Time
Adjust delivery time automatically based on kitchen load.
- Quiet hours: 20-25 minutes
- Normal: 30-35 minutes
- Busy: 40-45 minutes
4. Pricing Strategy
Account for platform commissions:
Formula:
Platform Price = Cost + Target Profit + Platform Commission + Delivery
Example:
- In-restaurant: 100 TL
- Platform commission: 30%
- Platform price: 130-140 TL
5. Packaging Quality
Packaging is critical in online order experience:
✅ Good Packaging:
- Leak-proof containers
- Hot-cold separation
- Branded packaging
- Extra napkins, cutlery
- Thank you note
❌ Bad Packaging:
- Leaking containers
- Mixed products
- Generic packaging
- Missing items
6. Speed-Focused Kitchen
Special process for online orders:
- Separate Line: Dedicated worker for online orders
- Priority System: Priority for urgent orders
- Prep Station: Special area for packaging
- Quality Control: Final check before dispatch
7. Data Analysis
Continuously measure performance:
What to Track:
- Sales by platform
- Average preparation time
- Cancellation rate
- Customer ratings
- Best-selling products
- Hourly volume
Technology Infrastructure
For successful online order management:
Hardware
- Strong internet connection
- Backup internet line
- Kitchen display (KDS)
- Thermal printer
- Tablet/PC
Software
- Integrated POS system
- Order management panel
- Reporting tools
- Inventory management
- CRM system
Tips
- Photos: Use professional product photos
- Descriptions: Detailed and clear product descriptions
- Campaigns: Make platform-specific campaigns
- Speed: Target delivery under 30 minutes
- Communication: Respond to customer reviews
- Test: Regularly order from your own restaurant
Common Mistakes
❌ Manual order entry
❌ Price differences between platforms
❌ Forgetting inventory updates
❌ Slow preparation
❌ Poor packaging
❌ Ignoring customer feedback
Conclusion
Online order management can be a significant revenue source with the right system and processes. Central integration, automation, and data-driven approach are the keys to success.
