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OMX Flow

Case Study on

Restaurants & Food Chains – Ordering & Customer Engagement

Client: A chain of fast-casual restaurants with 10 outlets

Restaurants & Food Chains – Ordering & Customer Engagement

Challenges

The restaurant chain faced challenges with order management and customer retention:

Phone-based ordering led to missed calls and errors

No system to keep regular customers engaged

Reservations were chaotic, especially during weekends

The OMX Flow Solution

Digital Ordering: WhatsApp chatbot for food ordering, table reservations, and menu access

Loyalty System: Automated messages reminding users of points or exclusive offers

Feedback Collection: Post-order feedback collection for quality control and retention

Results & Impact

30% increase in repeat customers via loyalty engagement

50% faster order processing than phone-based system

Higher customer satisfaction from seamless digital experience