CS / 06Retail & E-commerceRegional F&B Chain (250+ outlets)
Building an omnichannel ordering & loyalty platform for a 250-outlet F&B chain
Unified customer app, POS and back-office on one codebase — repeat-order rate up 23%, IT operations cost down 30%.
Retail & E-commerce · Regional F&B Chain (250+ outlets)
© DigiWorkHub
01
+23%
Repeat order rate
02
−30%
IT operating cost
03
250+
Outlets live concurrently
04
4 months
Kickoff to rollout
Project timeline
Challenge → Solution → Outcome
Step-by-step view of how we moved from the brief to the outcome.
Step 01Challenge
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.
01 / 10
Story arc
Problem. Solution. Result.
01
Problem
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.
02
Approach
- 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.
03
Result
- Repeat order rate up 23% after 6 months via loyalty + push notifications.
- Marketing now runs campaigns without developer involvement — time-to-market dropped from 2 weeks to 2 days.
- IT operating cost down 30% by consolidating 3 vendors into one DigiWorkHub team.
02 · Solution
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.
03 · Outcome
Outcome
- Repeat order rate up 23% after 6 months via loyalty + push notifications.
- Marketing now runs campaigns without developer involvement — 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.
04 · Before / After
Measurable shift
Metric
Before
After
01
Systems of record
Before3 disconnected (app, POS, Excel)
After
1 unified API + data model
02
Campaign time-to-market
Before~2 weeks
After
~2 days
03
Repeat order rate (90d)
Before18%
After
41%
04
IT vendors managed
Before3 vendors
After
1 partner
05
Monthly IT opex
BeforeBaseline 100%
After
70% of baseline
Gallery
Inside the engagement
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Pilot outlet running unified POS + customer app on day one
Pilot store, HCMC
01 / 03
Counter staff using the new POS adapter against legacy hardware
Outlet rollout
02 / 03
Customer loyalty app — vouchers, cashback and tier upgrades in one tap
Customer mobile app
03 / 03
In their words
We had quotes from three big SI firms that started at 18 months. DigiWorkHub went live in 4 — and the marketing team can finally launch a flash sale without filing a ticket.
Tech Stack
React NativeTanStack StartNode.jsPostgreSQLRedisFirebase FCM
