Chopstix
Chopstix was facing hurdles in their delivery business, including high commission rates a lack of access to vital customer data, and an over-reliance on marketplace for delivery.
But they chose to overcome these challenges. They partnered with Slerp to create a direct-to-consumer (DTC) delivery channel, enabling them to regain control over customer interactions and strengthen their brand identity. With Slerp’s delivery platform, Chopstix gained valuable customer insights and essential features that enhanced their marketing strategies and overall customer experience.
This strategic shift allowed Chopstix to harness the power of their brand and data, opening the door to exciting new growth opportunities.
Challenge
- High marketplace commissions of up to 40% reduced profit margins, limiting growth and innovation.
- No access to customer data made it difficult to understand preferences and personalise marketing.
- Reliance on marketplaces restricted control over branding and customer experience, stalling direct orders and growth.
Solution
- A new web ordering direct-to-consumer (DTC) channel, enabling Chopstix to enhance customer relationships and foster greater brand loyalty.
- Transactional & Customer data: Actual data that provide insights that empower Chopstix to create targeted marketing strategies tailored to their audience.
- A suite of customisable features, including unique branding and live order tracking, that reduces reliance on third-party marketplaces and allows Chopstix to present a cohesive brand experience.
Results
Chopstix achieved remarkable success after launching their direct-to-consumer delivery channel, significantly enhancing their operations and market presence. By shifting to a DTC model, they eliminated high commission fees associated with third-party marketplaces, allowing them to retain a larger share of revenue from direct orders and boosting profitability.
The implementation of targeted marketing strategies, driven by detailed customer insights, resulted in a staggering 4X increase in direct orders. Improved customer engagement through personalised promotions played a crucial role in this growth.
- 40% commission savings
- 4X increase in direct orders
- 33% higher AOV vs marketplace
