Saffron House
Moving repeat orders off aggregators and back onto margin
A three-site restaurant group was busy and barely profitable. We shifted its regulars to direct ordering and built a database it actually owned.
- Direct orders
+0%
Direct orders
- Commission saved
₹—
Commission saved
roughly 22% of every shifted order
- Repeat visit rate
+0%
Repeat visit rate
Illustrative sample — client, figures and quote are not real. Replace before launch.
The challenge
Where things stood
Delivery aggregators accounted for the large majority of orders, taking a commission that made high-volume evenings barely profitable. The group had no customer database — the platforms owned every relationship. Two of the three sites ranked outside the map pack for obvious local searches, and a run of unanswered negative reviews was visibly affecting bookings.
The strategy
What we decided to do
Win the map pack for all three sites
Build a fast direct ordering experience worth switching to
Capture customer data at the table and online
Give regulars a concrete reason to order direct
Execution
How it was built
Local search rebuild
Profiles rebuilt per site with menu and dish-level markup, professional food photography and a systematic review programme including responses to the existing backlog.
Direct ordering
A fast, mobile-first ordering flow built into the site, with saved favourites and repeat-order in two taps — deliberately quicker than the aggregator apps.
Database building
QR capture at the table, Wi-Fi sign-in and online ordering all feeding one customer database, segmented by site and order behaviour.
Switching incentives
A loyalty offer available only on direct orders, promoted through email, in-restaurant and geo-targeted paid social around service times.
Results
What it produced
Direct orders grew 61% over six months, shifting a meaningful share of volume away from commission. All three sites reached the top three map results for their core local terms. The customer database went from zero to a substantial owned list, making repeat visits something the group could actually influence.
- Direct orders
+0%
Direct orders
- Commission saved
₹—
Commission saved
roughly 22% of every shifted order
- Repeat visit rate
+0%
Repeat visit rate
We were the busiest we'd ever been and making less than the year before. Owning the customer relationship changed the maths.
Services used
What this engagement covered
More work
Other engagements
Similar situation?
Let's see what's possible in your business
Book a call and we'll talk through what we'd do differently for you — starting with a free audit of what you have now.