Helping Australia’s Top Food Ordering Platform Keep Pace With Its Own Growth

The platform’s growth outpaced its operational bandwidth.

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Restaurants frequently updated menus, pricing, or hours, and keeping the portal current was becoming a daily race.

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Order volumes fluctuated heavily during peak times — weekends, public holidays, major events — overwhelming the support queue.

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Customer inquiries about delivery delays, order adjustments, or payment confirmations needed instant attention.

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Even small workflow gaps risked causing thousands of people a poor experience in a single evening.

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The company needed help that could match the fast tempo of the food-tech business without slowing innovation or requiring a large internal operations team.

Food ordering is a real-time industry. A menu item missing, a restaurant marked “open” when it’s actually closed, or a delayed response to an order issue can mean dozens of cancelled orders and frustrated diners. Restaurants have little patience for operational delays, and customers switch apps instantly if something feels unreliable. The platform had the brand momentum — but it needed operational stability to support it.

1. Restaurant Onboarding & Menu Setup
TRANSFORM Solutions took responsibility for preparing new restaurant profiles, uploading menus, checking images, verifying hours, and ensuring listings reflected each restaurant accurately.

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2. Daily Menu Maintenance
Price changes, item availability, operating hours, and new promotions were updated quickly to keep diners from running into outdated information.

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3. Order Monitoring & Issue Resolution
The team tracked orders flowing through the system, resolved mismatched items, coordinated with restaurants on delays, and ensured customers received clear updates.

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4. Customer Assistance During Peak Hours
Support coverage was extended to handle the busy windows when most issues occurred — evenings, weekends, and holidays.

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5. Restaurant Communication Layer
TRANSFORM coordinated with 4,400 restaurants on order confirmations, cancellations, delivery notes, and high-priority exceptions that used to backlog the internal team.

Before

• Restaurant menus often outdated
• Support backlog grew during peak time
• Order corrections took too long
• Internal team split between tech updates and operational firefighting
• Inconsistent communication between restaurants and the platform

After

• Menus, hours, and pricing updated reliably
• Issues resolved faster, reducing customer cancellations
• Order flow stabilized across busy periods
• Restaurants received clear, timely communication
• Internal team redirected focus to product, partnerships, and growth

• Supported ANZ’s #1 food ordering service
• Coordinated with 4,400 restaurants across Australia
• Helped manage 9,000+ daily orders
• Reduced operational delays across peak periods
• Improved customer issue turnaround, increasing repeat orders
• Enabled the platform’s scale-up that contributed to its billion-dollar valuation track