HospitalityLahore & Karachi10 months
Moving 38% of delivery orders off aggregators with WhatsApp
Aggregator commission was eating the margin on every order. The customers were already on WhatsApp.
38%of delivery orders now direct
27%higher margin on direct orders
19kopted-in customer contacts
2.3xrepeat order rate vs aggregator
The problem
What was going wrong
A nine-outlet restaurant group took almost all delivery orders through aggregators at 25–30% commission. It had no customer data, no way to run repeat marketing, and no direct ordering channel that worked.
The work
What we did about it
- Set up the WhatsApp Business API with catalogue, automated menu flow and outlet routing based on the customer's area.
- Built a fast, mobile-first direct ordering site with saved addresses and repeat-order in two taps.
- Ran click-to-WhatsApp campaigns on Meta targeting delivery radii around each outlet, with a first-order incentive smaller than the commission saved.
- Added table-tent QR codes and delivery bag inserts driving dine-in and aggregator customers to the direct channel.
- Built a re-engagement flow for lapsed customers based on order history.
We now own the customer relationship. That is worth more than the commission saving.
Services used
What this programme involved
- WhatsApp Marketing
- Meta Ads Management
- Web Development
- Email Marketing & Automation
- Lahore
- Karachi
- Pakistan
Figures are taken from the client's own analytics and CRM over the stated period and are shared with permission. Client name withheld under NDA.
Portfolio
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Next step
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