Confidentiality Statement: All client identities and sensitive information have been generalized to protect our client's privacy. This case study is shared solely for informational purposes, with no disclosure of specific client details.
Overview
A community café in Ottawa known for its specialty drinks and desserts faced limitations due to third-party delivery app dependency, high transaction fees, and inefficient in-store coordination. As customer demand for mobile ordering and takeout grew, the café needed a solution that could reduce costs, increase direct orders, and improve operational flow — without compromising the service quality that fueled its growth.
MOSAN worked with the café to introduce digital ordering infrastructure, streamline on-site fulfillment, and enable new revenue streams through a custom pickup platform and QR-based table ordering.
Challenges
- High Dependency on Delivery Apps
Over 60% of digital orders came through third-party apps, eating into margins with fees as high as 30% per order. - No Direct Ordering System
Customers had no way to order ahead or browse the menu online without going through external apps. - Manual Staff Coordination During Peak Hours
Orders were taken in-person or via phone, overwhelming front-of-house staff and delaying fulfillment during rushes.
Our Approach
Digital Ordering Infrastructure
- Launched a mobile-optimized ordering page with custom branding, integrated payments, and real-time menu controls
- Enabled self-serve QR ordering for dine-in and curbside pickup
- Created a lightweight CMS to allow on-the-fly menu edits, pricing updates, and item availability toggles
Fulfillment & Operational Efficiency
- Introduced a consolidated tablet system for incoming orders with audio and visual alerts
- Created backend workflows for prep-time tracking, kitchen notifications, and order batching logic
- Built integrations for receiving pickup/delivery times, improving throughput by smoothing order surges
Cost Control & Revenue Strategy
- Shifted marketing and loyalty efforts to direct channels, reducing reliance on delivery aggregators
- Connected order history to CRM workflows for upsell offers and seasonal promotions
- Implemented structured feedback collection to optimize pricing and remove low-margin SKUs
Measurable Impact
Ongoing Partnership
Support for the café includes:
- On-demand updates for new menu launches and seasonal promotions
- Consultation on digital loyalty programs and data-driven upsell automation
- Biannual performance reviews to assess cost structure, retention, and channel balance
Strategic Outlook
The café is now positioned to increase its profit margins and customer engagement with a fully owned digital channel. With operational visibility and data now in place, leadership is considering catering partnerships and centralized kitchen models for future scale.
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