London’s renowned modern-Indian restaurant Kricket is launching its new direct-to-consumer ordering across both delivery and click-and-collect.
Kricket customers will now be able to order directly from the restaurant’s own website, without being directed to a third-party marketplace. This will allow the business to serve their online customers with a fully integrated offering that stays authentic to the brand’s own identity, and extends the same great customer experience that their customers enjoy in the restaurant to all their online orders.
The new proposition is in partnership with Slerp, who will provide the technology and also enable Kricket to have full transparency, throughout the ordering process, to their own customer data. This advantage will in turn be passed onto the customer, as Kricket will be able to build relationships directly – meaning improved, more personalised, marketing campaigns, and the opportunity to drive future loyalty programmes.
Since its 2015 origins in Pop Brixton, Kricket’s inventive menu – that combines British ingredients with India flavours to create modern, contemporary dishes has quickly established itself as a must-try on London’s food scene. Founded by Rik Campbell and Will Bowlby, the group now has three restaurants – in Brixton, Soho, and White City, and offers delivery across London, whilst currently also looking to expand both locally and internationally.
📸 Keralan Fried Chicken
📸 Hyderabadi Aubergine
Rik Campbell, Founder of Kricket said: “In Slerp we have found a partner whose solutions allow us to directly build relationships with all our customers. The new owned omni-channel approach means we can also glean much better data and insights that will be of benefit to both our online customers and for us as a business as we look to expand – whilst still retaining our authenticity and own identity.”
JP Then, Founder of Slerp said: “Kricket is the perfect partner for Slerp and our online-ordering solution. They have a distinctive, successful brand that prioritises the customer experience – whether eating in the restaurant, right through to at-home delivery. We look forward to helping Rik and the Kricket team build and scale their direct channel.”
To order visit https://kricket.co.uk/
Aiming for exceptional customer service is an essential goal for pretty much any business. To achieve and build sales your customers have to be happy right?
And whilst it remains at the centre of industries like hospitality, it is drastically changing for many online businesses. It’s a pretty rare occurrence now to be able to pick up the phone and speak to a real person, with the majority of companies utilising automated messages and bots to diagnose the problem first. And some companies either make it impossible to contact them or very difficult.
In the case of Slerp, customer service is hugely important. We couldn’t call ourselves experts in delivery without it. A combination of an excellent team and sophisticated software is what enables us to manage deliveries efficiently.
We consistently and regularly liaise between our partners and their customers, as well as couriers, to ensure products are delivered efficiently without sacrificing quality. This saves our partners the headache of having to do this themselves, although we can also support those running self delivery too.
Now nobody’s perfect but for the past 4 months we have received a 98% satisfaction rate. So what is it about our service that our partners love? And how do we continue to deliver our best in class customer service?
Tech naturally continues to automate and make our lives easier, however there are some occasions where you cannot beat human contact.
Our ops team are based all over the world, which helps us offer our partners live support throughout their busiest periods, whether their peak is at breakfast or dinner. They successfully manage thousands of deliveries every week and when partners need support, they help resolve it quickly and efficiently with an average response time of 73 seconds, and an end to end time of 23 minutes.
With that service alongside the high quality couriers we work with, it’s no wonder we successfully deliver 99% of orders.
Our internal system, Dispatch, has really been a game changer in managing deliveries smoothly. Cutting out the middleman and building our own software means there are no third-parties involved, couriers are assigned to orders automatically.
Every single last-mile delivery is managed on our platform from end to end, giving us and our partners more control over the delivery process.
We also manage courier invoicing to save our partners the headache, where they would otherwise have to manually process them themselves.
Last but not least, we track the entire delivery journey. From the courier arriving at the restaurant to the end customer’s door. We send automatic live updates to the customer so they know where their order is and when they can expect it.
The orders can also be tracked by the customer so they can see where their driver is, giving them full transparency over the process.
So in short, it’s a combination of our people and our tech that allow us to offer the level of service that our partners require. Delivery isn’t the easiest thing, but we work to make it a smooth and successful process for our partners and their customers.
You don’t need us to tell you about the boom of food delivery. We’ve become so used to ordering from restaurants, takeaways and other hospitality businesses. We order our food to be delivered straight to our doors and expect it quickly and efficiently too!
If there’s one takeaway from the last two years for the hospitality industry, it’s the importance of having a strong infrastructure for food delivery. One of the key decisions you will need to make will then be between third-party and in-house delivery. So what is the best option for you?
When we say courier we are referring to a model where a third party service handles your restaurant or eatery’s courier logistics.
If your brand is only just starting out – choosing a reputable courier could make a lot of sense. You may simply not have the time, experience or resources to manage every aspect of your business’s food deliveries directly, and that’s okay!
By partnering with an outsourced delivery service, your time could be freed up, allowing you to focus on what you do best – cooking up irresistible dishes that will delight your customers’ taste buds at home, to the same standard as when they visit you on site.
And even if you could invest in self-delivery, you might still favour partnering with a delivery specialist who can help you scale your operations and handle a high volume of deliveries. At Slerp, we routinely empower hospitality brands to sell directly to the customer in the knowledge that we handle all the delivery logistics
We manage relationships with both local couriers and national delivery providers – big names such as Royal Mail, DHL, DPD and more – to ensure customers receive their orders ASAP. We can build the complete food delivery ordering system for your restaurant, so that your customers only associate your brand with the finest things in food.
Perhaps you’ve decided to invest in your own fleet which can handle local deliveries for you – if so, perfect! Slerp can set you up to receive the orders, and you handle the delivery logistics. If you’re concerned about the quality of hospitality and customer experience with managed delivery – don’t be! Standards are high, and issues are rare. But either way, we have options to suit every requirement.
Before making your decision however, it’s worth considering the commitment of self-delivery. Investing in your own fleet naturally comes with an initial set-up cost, and requires time to get started.
But if you are prepared to take on these responsibilities, building your brand’s own delivery service is a big plus! It gives you the opportunity to control every stage of the customer’s experience from start to finish. You could maintain direct communication with your customer from the moment they order, right up to the arrival of their food at their doorstep. Also letting you receive direct feedback, and implement changes as needed.
Restaurants that set up in-house delivery systems are actually often surprised by how good an option it is for minimising operational overheads.
Well ultimately the answer to this question will always be, “it depends”. Each solution has its own opportunities and downsides, and your final choice will come down to which one is the best fit for your business.
However, know that whatever decision you make, Slerp is here to help. Whether you need a little more time and information or you already know we’re the partner for you, contact the Slerp team today.