Five Guys leverages Flybuy to power pickup and delivery programs
25%
decrease in wrong orders
20%
decrease in wait time
CHALLENGE
Five Guys was looking for one tech solution that can improve the customer experience for both pickup and delivery customers. They wanted to maximize food freshness for off-premise orders, and therefore wait to prepare the order until a customer or delivery driver arrived to pick it up. “Wait to drop the fries until you see the whites of their eyes!” was the motto. Customers and delivery drivers would voice their frustration at the counter, and drivers would often leave to do another pickup and come back in 15 minutes to food that had been sitting out.
Another pain point was that Five Guys often forgot to include items for to-go orders, such as milkshakes and soft drinks, which led to unhappy customers and refunds.
SOLUTION
Flybuy provided “pre-arrival alerts” which told the kitchen to fire the order when a customer or delivery driver was nearby. They also used specific make-times to determine the optimal time to drop the fries — when an approaching customer was 3 minutes away. This enabled them to provide an immediate handoff right as the customer or delivery driver walked through the door, cutting wait time significantly and maximizing food freshness.
Additionally, Flybuy added “Tags” to the dashboard for Five Guys that provide increased visibility and awareness to often-forgotten items. This change led to a significant decrease in missing items – resulting in happier customers and less refunds.
RESULTS
Using Flybuy for pickup and delivery optimization, Five Guys was able to improve food freshness, drive down wait times, and reduce wrong orders and missing items.
20%
decrease in wait time
25%
decrease in wrong orders
35%
decrease in missing items
“Our staff and customers have met our new takeout technology with enthusiasm. Having visibility into the journey of both customers and delivery drivers is key for us to provide fresh fries and cold milkshakes quickly for to-go orders. It’s hard to control the food freshness for takeout or delivery orders, but Flybuy enables us to deliver the best to-go product possible."
Zerrick Pearson
CIO
