Case Study
From Kitchen to Scale - Building a Digital-First Ghost Kitchen Platform
A complete restaurant-to-consumer platform with online ordering, admin operations, CRM, and dual payment processing that transformed a chaotic side hustle into a scalable food business
Challenge
The Challenge
Susan's Samosas started as a side hustle selling authentic, handcrafted samosas to friends and neighbors. Word spread quickly, and demand exploded beyond what manual processes could handle.
Orders came in through phone calls, text messages, Instagram DMs, and Facebook messages. Susan tracked everything on paper and spreadsheets, leading to missed orders and an 8-10% error rate. Payments arrived via Venmo, Cash App, and cash-on-delivery, creating accounting nightmares that consumed 2+ hours per week to reconcile.
Delivery logistics were equally chaotic. With no routing system or coordination for pickup windows, customers waited longer than necessary and Susan spent more time managing orders than actually cooking.
Beyond operations, growth was constrained. Without a professional web presence, Susan could only serve customers who already knew about the business. Customer data was scattered across platforms with no way to build loyalty or re-engage past buyers.
As a solo founder running a kitchen, Susan needed a complete digital transformation - but one she could manage herself without technical expertise.
Solution
Customer Website
We built a beautiful, conversion-optimized marketing website that tells Susan's story and makes ordering effortless.
The site features custom design reflecting the warmth and authenticity of the brand, with mobile-first responsive layout for customers ordering on the go. Mouth-watering food photography and the heritage story behind the recipes build trust and connection.
The integrated online ordering system provides intuitive menu browsing with descriptions and dietary information, real-time availability based on kitchen capacity, scheduled ordering for pickup or delivery, and order customization options for spice levels and special requests.
Checkout is seamless with dual payment processing through Stripe and Square, supporting credit cards, Apple Pay, and Google Pay. The system automatically calculates tax and delivery fees based on distance, confirming orders with estimated ready or delivery times.
Solution
Admin Application
The admin application serves as Susan's complete operations hub, giving her control over orders, delivery, and kitchen operations from a single dashboard.
The order management system displays a real-time queue with status tracking. One-click updates move orders through stages: Received, Preparing, Ready, Out for Delivery, and Completed. Susan can modify orders and process refunds without leaving the app.
Kitchen operations are streamlined with prep lists automatically generated from incoming orders. Inventory alerts flag popular items running low, and capacity management prevents over-booking during peak times.
Delivery and pickup logistics include zone configuration with distance-based pricing, pickup window scheduling, and delivery routing optimization. Customers receive real-time tracking updates, reducing "where's my order?" calls to nearly zero.
Audio notifications alert Susan to new orders even while she's cooking, and the interface uses large buttons and clear status indicators designed for use in a busy kitchen environment.
Solution
CRM and Customer Management
Built-in customer relationship management turns one-time buyers into loyal fans.
Customer profiles capture complete order history, favorite items and preferences, saved delivery addresses for quick reordering, and notes for special instructions. This data enables personalized service without Susan having to remember every detail.
Marketing tools include email capture and newsletter integration, promotional code creation and tracking, loyalty program management, and automated re-engagement campaigns for customers who haven't ordered in 30 days.
Analytics provide insights into customer lifetime value, popular items and trending orders, peak ordering times, and delivery zone performance. Susan can now make data-driven decisions about menu changes, pricing, and expansion.
Solution
Payment Integration
Flexible, professional payment processing replaced the Venmo and Cash App chaos.
Stripe handles online payments with support for all major credit cards, Apple Pay, and Google Pay. Automatic daily payouts to Susan's bank account eliminate manual transfers, while detailed transaction reporting simplifies bookkeeping.
Square integration enables in-person payments for pickup orders using tap, chip, or swipe. The system is hardware-ready for future POS expansion as the business grows.
Both payment systems feed into a unified financial dashboard with daily revenue summaries, automatic reconciliation, and one-click tax-ready exports for her accountant. What once took 2+ hours per week now happens automatically.
Details
The Results
Within three months of launch, Susan's Samosas underwent a complete operational transformation.
Order processing time dropped from 5-10 minutes to just 30 seconds. The error rate plummeted from 8-10% to less than 1%. Payment reconciliation went from 2+ hours per week to fully automatic.
Business growth followed the operational improvements. Weekly order volume tripled within three months. 65% of orders now come through the website instead of phone and text. The CRM-enabled loyalty program achieved a 40% repeat customer rate. Susan expanded to two new delivery zones due to operational efficiency gains.
Most importantly, Susan got back to what she loves. "Before R2, I was spending more time managing orders than making samosas. Now I open my admin app in the morning, see exactly what I need to prep, and focus on what I love - cooking. The system handles everything else."
Key deliverables included: Custom Marketing Website with integrated online ordering, Admin Application for operations management, Stripe and Square payment processing integration, CRM System with customer profiles and marketing tools, Delivery Management with zone configuration and tracking, and Analytics Dashboard for business intelligence.