LOS ANGELES: Skyline Chili, the iconic Cincinnati-based restaurant known for its Cheese Coneys and 3-Ways, has partnered with Otter Middleware to streamline its delivery operations and enhance its customer experience. With over 135 locations across four states, Skyline Chili has delighted fans for more than 75 years, becoming Cincinnati’s favorite restaurant.

In recent years, as Skyline expanded its delivery options, operational challenges emerged. Integrating their POS system with third-party online delivery platforms created complexities, as their previous middleware provider struggled to synchronize Skyline’s uniquely structured in-store and online menus. Staff were forced to manually input delivery orders, leading to inefficiencies, errors, and a fragmented customer experience. These issues prevented Skyline from expanding their delivery footprint across additional providers, limiting their orders and their exposure to customers.

"Manually inputting delivery orders was not only a huge drain on our staff's time but also introduced errors that impacted our customers' satisfaction," said Justin Scott, Director of Operations Excellence at Skyline Chili. "Otter Middleware has exceeded our expectations by providing the tools we need to seamlessly manage orders and menus from all our channels, improving order accuracy and enhancing the overall customer journey."

A Recipe for Success

Skyline Chili’s in-store menu system prioritizes staff efficiency with shortcut buttons for popular order combinations, while their online menu focuses on customization and personalization for customers with nested modifiers and personalization options. This disparity required a middleware solution capable of translating between two menu structures. After evaluating multiple providers, Skyline selected Otter Middleware for its advanced technical capabilities and hands-on support.

Otter’s comprehensive solution detects and reinforces weak points in the order injection process, ensuring a 99% injection success rate. Key features include:

• Menu Auto-Sync: Keeps in-store and online menus aligned in real-time.
• Injection Retry Logic: Guarantees multiple attempts to inject orders.
• Customized Menu Translation Logic: Accurately processes orders across different menu structures and delivery channels without manual intervention.

“You guys have been extremely responsive and helpful with troubleshooting,” added Scott. “We can’t tell you how much of a difference this has been from our experience with previous providers.”

Transforming Delivery Operations

Since partnering with Otter, Skyline Chili has experienced dramatic improvements in delivery performance:

• Order cancellations dropped by 57%.
• Order issues reduced by 66%.
• Staff efficiency increased with auto-accept features, saving up to a minute per order.

These efficiencies have allowed Skyline’s team to focus on what they do best—delivering the delicious Cincinnati-style chili experience their customers have come to love.

“Skyline Chili’s dedication to quality and customer satisfaction aligns perfectly with Otter’s mission to empower restaurants with tools that simplify operations and improve the guest experience,” said Ashvin Kumar, CEO, of Otter. “We’re proud to partner with such an iconic brand and help them continue delivering excellence to their fans across the Midwest.”

About Otter

With 80,000+ restaurant customers in 36+ countries around the world innovative restaurants choose Otter to bring order (and orders) to their business. We offer tools for managing multi-channel orders, integrations, financials, uptime, reporting, analytics and more, helping restaurants increase results, improve efficiency and eliminate chaos. Otter partners with hundreds of leading restaurant apps, tools and services bridging the physical and digital infrastructure for food to partners including DoorDash, UberEats, Google, Grubhub and more! Restaurants & restaurant groups like Denny’s, Steak Escape, Qdoba, Flynn & more are Serving smarter™ with Otter.

Fonte: Business Wire