Building an omnichannel ordering & loyalty platform for a 250-outlet F&B chain

Challenge

The chain ran three disconnected systems: customer app (outsourced to India), POS (vendor end-of-life), back-office (Excel + Google Sheets). Data didn't reconcile across channels, no unified loyalty programme existed, and every promotion had to be entered manually into each outlet.

Solution

• 01Redesigned a unified data model: customer, order, product, inventory.
• 02Built customer apps (iOS + Android) and web ordering on a shared API.
• 03Integrated POS via an adapter pattern — no immediate POS replacement required.
• 04Configurable loyalty engine supporting tiers, vouchers and cashback.
• 05Back-office dashboard for marketing and operations with region-level permissions.

Outcome

• Repeat order rate up 23% after 6 months via loyalty + push notifications.
• Marketing now runs campaigns without dev help — time-to-market dropped from 2 weeks to 2 days.
• IT operating cost down 30% by consolidating 3 vendors into one DigiWorkHub team.
• Clean codebase, CI/CD, English-documented — ready for export into ASEAN markets.