Quick-Service Restaurant Chain
Loyalty and ordering platform unifying 120 QSR outlets across 8 cities.
All case studiesA regional quick-service restaurant chain with 120 outlets across 8 Indian cities engaged Cydez Technologies to build a branded loyalty and direct-ordering platform. The chain was heavily dependent on third-party food delivery aggregators, paying 25-30% commission per order and losing all customer data to the aggregator platforms.
The chain had no customer loyalty programme, no direct digital ordering capability, and no unified view of customer preferences across outlets. Marketing spend on aggregator-promoted ads was increasing while repeat customer identification was impossible. The management team estimated that shifting just 15% of orders to a direct channel would save INR 4+ crore annually in commissions.
Cydez built a comprehensive platform comprising a Flutter customer app for ordering and loyalty, a React-based kitchen display system (KDS) installed at all 120 outlets, and a MuleSoft integration layer connecting POS terminals, the central menu management system, and Oracle ERP for financial consolidation. The loyalty engine supported tiered rewards, points accumulation, birthday offers, and geo-fenced push notifications. Within 4 months, 18% of total orders had shifted to the direct channel.
- Branded ordering and loyalty mobile app (Flutter)
- Kitchen display system for 120 outlets
- MuleSoft integration with POS and Oracle ERP
- Tiered loyalty programme with geo-fenced promotions
- Real-time menu management across all outlets
- Customer analytics and segmentation dashboard
A regional quick-service restaurant chain with 120 outlets across 8 Indian cities had no customer loyalty programme and relied on third-party aggregators for digital ordering — paying 25-30% commission per order. Customer data was owned by aggregators, making it impossible to run targeted promotions or build direct relationships with repeat customers.
Cydez built a branded loyalty and direct-ordering platform comprising a Flutter mobile app for customers, a React-based kitchen display system, and a MuleSoft integration layer connecting POS terminals, the central menu management system, and the Oracle ERP backend. The loyalty engine supported points accumulation, tier-based rewards, birthday offers, and geo-fenced push notifications for nearby outlets.
How we delivered this project
Discovery
Analysed 12 months of aggregator sales data and commission costs. Surveyed 2,000 customers on ordering preferences and loyalty expectations. Mapped POS system integration capabilities across 120 outlets. Documented menu management and pricing workflows.
Design
Designed the Flutter customer app with ordering, loyalty, and store locator UX. Created the KDS interface optimised for kitchen workflow. Designed the MuleSoft integration architecture connecting POS, menu management, and Oracle ERP. Defined loyalty tier rules and reward structures.
Development
Built the Flutter ordering app with Razorpay payments, real-time order tracking, and loyalty wallet. Developed the React KDS with order queue management and preparation time tracking. Built MuleSoft integration flows for POS sync, menu updates, and Oracle ERP financial posting. Configured Firebase for push notifications and analytics.
Launch
Rolled out in 4 waves of 30 outlets each over 10 weeks. Each wave included KDS installation, POS integration testing, and staff training. Launched the customer app with a sign-up bonus promotion. Achieved 18% direct-channel order share within 4 months.
What we built
Direct Ordering App
Flutter mobile app with menu browsing, customisation, Razorpay payment, real-time order tracking, and scheduled ordering. Store locator with nearest outlet auto-detection.
Tiered Loyalty Engine
Points-based loyalty programme with Bronze, Silver, Gold, and Platinum tiers. Tier-based rewards, birthday offers, and milestone bonuses. Points redeemable for menu items or discounts.
Kitchen Display System
React-based KDS showing real-time order queue with preparation time targets. Order source identification (direct app, aggregator, walk-in). Automated bump-bar workflow for kitchen staff.
Geo-Fenced Promotions
Push notifications triggered when loyalty members enter a configurable radius around any outlet. Time-based promotions for off-peak hours. Personalised offers based on order history.
Menu Management
Centralised menu management with outlet-level pricing, item availability toggles, and promotional combo configuration. Changes propagated to all outlets and the app in real time.
Customer Analytics
RFM segmentation, order frequency analysis, basket composition insights, and churn prediction. Campaign performance tracking with ROI measurement.
Measurable outcomes
- 18% of total orders shifted to direct channel within 4 months
- 2.5x higher repeat purchase rate for loyalty members vs. non-members
- INR 3.2 crore saved annually in aggregator commissions
- 120 outlets onboarded with kitchen display integration in 10 weeks
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