Helping a salad chain scale up while delivering freshness

The growing trend for health and wellness, especially through healthier eating options, has seen the demand for premium, tasty and healthy offerings that can fit into the fast-paced lifestyle of today’s consumers. As a growing chain of healthy eating outlets in Malaysia, Salad Atelier is meeting this demand head on with a menu of fresh salads and sandwiches.

From a humble beginning as a family-owned enterprise in 2014, Salad Atelier has been growing from strength to strength with the expansion of eight more outlets.

THE CHALLENGES

Besides their outlets’ chic ambience for walk-in customers, Salad Atelier also fulfils the salad cravings of their busy customers by offering a delivery service. This service is especially crucial during lunch hours on weekdays when time is of the essence. Salad Atelier also provides after-working hours delivery for customers who wish to end their day on a healthy note.

 

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2016 saw the debut of Salad Atelier's delivery service with third-party platforms. However, their early experiences with various delivery services were riddled with complications that affected their business.

Due to the limited number of riders on third-party delivery platforms, the fulfilment of orders, particularly during the busy lunch service, where a large volume of orders could not be met on schedule. Late deliveries had to be compensated with discounts or free purchases for the customers’ subsequent orders.

The situation soon got to the point where even the owners had to put on a delivery hat and dispatch salads to their customers! The lack of transparency with transactions also put additional strains on the accounts book since there were inconsistencies in the costs incurred for deliveries.  

THE SOLUTION

Salad Atelier discovered Lalamove through a Facebook Ad during one of many meetings to search for an alternative delivery partner. The phrase “On-Demand” caught the attention of Wendy, the Director of Operation & Marketing of Salad Atelier.

 

Wendy

 

“Lalamove’s promise of on-demand delivery in under an hour is what attracted me to them in the first place, as we want our customers to enjoy high-quality salads during their break even if they placed a last-minute order."

It didn’t take long for Salad Atelier to enjoy the returns from investing their trust in Lalamove. The issue of a limited number of riders was also no longer a problem due to the greater supply of drivers that picked up orders through the Lalamove app.

 

THE RESULTS

One of the first benefits to be seen was the increase in the average number of delivery orders fulfilled per day. As a result, Lalamove's coverage of Salad Atelier's daily delivery orders grew quickly from 75% at the beginning of the partnership to its current level of over 90% of orders.

The shorter time spent on the road by Lalamove riders coupled with the temporary storage of the salads in the Lalabag ensured that they remained fresh and in optimal condition before they reach the customer. 

 

Technology and People Coming Together

Besides a steady stream of riders, Wendy also credited her delivery success to Lalamove’s user-friendly app. Being able to track a rider’s delivery progress in real-time and arranging for multi-stop deliveries on her mobile gives Wendy the freedom to focus on other aspects of the business. The in-built e-Wallet also enables her to keep track of delivery costs for added transparency.

Last but not least, Wendy has nothing but praise for Lalamove’s Customer Service representatives as they are instrumental in communicating unforeseen delivery issues with her customers in a professional manner.

 

Image from iOS

 

Wendy summed up Salad Atelier’s experience of integrating Lalamove’s on-demand delivery:

“Besides ensuring that the customers leave our outlets with a happy tummy and big smile, we also strive to reward the same after-meal experience to our customers who prefer to enjoy our salads in their homes and offices. Lalamove’s fast and simple delivery plays a big part in this equation.”

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