Case Study

How Emporium Thai Saved $68k in Commissions

Emporium Thai, a family-owned and operated restaurant in Los Angeles, has thrived in the competitive Westwood area for nearly 25 years. By partnering with ChowNow, they significantly improved their online ordering system, reduced operational challenges, and boosted profit margins, saving over $68,000 in commissions.

Meet Emporium Thai

Founded by John Sungkamee, Emporium Thai brings the vibrant flavors of Southern Thailand to Los Angeles. What started as a small family venture has grown into a community staple, known for its healthy, gluten-free, and vegetarian-friendly Thai dishes. Over the years, Emporium Thai has become not only a local favorite but a celebrity hotspot as well, with stars like Cardi B raving about their food. Their dedication to exceptional service and fresh, high-quality ingredients has been key to their long-lasting success.

Challenges

Before partnering with ChowNow, Emporium Thai struggled with several challenges. They incurred high commission fees from third-party delivery platforms like UberEats and DoorDash, which cut into their profits. In addition, they tried managing an in-house delivery driver, but it was not a scalable option as order volumes grew.

John needed a system that would streamline online ordering, reduce costs, and provide seamless integration with his restaurant’s operations.

“To grow your restaurant, you need a system that will help you scale. For us, finding the right online ordering platform was number one on our list, and we are glad we picked ChowNow.”
– John, Emporium Thai

Elevating Their Takeout Business

John chose ChowNow because it offered everything Emporium Thai was looking for: lower fees, an intuitive and simple user experience, and a trusted, collaborative partnership. John said, “When we collaborated with ChowNow, I could see that customers were so happy using the platform. I love that ChowNow is continuously improving their system. The way we work with your team is amazing. It is such a great partnership because we collaborate together.”

Increased Profits

Not only were their customers able to quickly and conveniently place orders directly on Emporium Thai’s website, they were also saving the restaurant tons of money in commissions. John mentioned, “I try to capture as many orders directly through ChowNow on my website because it saves us a lot of money in commissions. When customers order directly through us, we save at least 15-20% on every order.”

Operational Efficiencies

ChowNow has not only helped Emporium Thai save money but also improved the overall efficiency of their operations. Orders placed through ChowNow are automatically sent to their kitchen, eliminating the manual process of accepting orders, which is necessary with other third-party apps. Additionally, ChowNow’s system allows John to process refunds directly through a tablet, a feature not available with other platforms.

“One of the best features is the ability to control every aspect of online ordering, including refunds. I am able to make adjustments through the tablet and offer full or partial refunds without having to call support. It makes my job easier, and it makes the customers happy.”

Prior to ChowNow, Emporium Thai had their own delivery staff, where they “had problems managing the influx of orders. Now with ChowNow, I don’t have to worry about it. ChowNow does it all behind the scenes.” This allows John to spend his time and resources on more important aspects of the business, like continuing to provide stellar diner experiences.

Trusted Partnership

The hands-on support from ChowNow’s team has been invaluable, especially during high-demand periods. According to John, “When we participated in Dine LA, I was so busy running around trying to prepare, so I reached out to ChowNow support to help me set up the pre-fixe menu. Within an hour, ChowNow created the menu and it was live on the website.“ Emporium Thai treats ChowNow as an extension of the team, and John shared, “[ChowNow] always finds ways to help us grow and operate more efficiently.”

Growing Together

Emporium Thai’s success story is a testament to the power of choosing the right online ordering platform. By partnering with ChowNow, they have been able to increase their profit margins, streamline their operations, and continue serving their loyal customers for years to come. Looking to the future, Emporium Thai plans to keep growing with ChowNow by their side.

Want to see how ChowNow can help your restaurant succeed? Contact us today to learn more!

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