Bok a Bok, the popular fried chicken restaurant with four locations in the Seattle area, is taking a bold step to improve customer service and reduce delivery costs by launching its own in-house delivery program powered by Cartwheel, the leading on-demand delivery management platform for restaurant operators.

A recent City Council ordinance has led to dramatically increased fees on third-party delivery platforms, making delivery prohibitively expensive for many customers. By moving away from third-party apps and platforms, Bok a Bok is able to offer its customers a superior delivery experience while reducing fees. The takeout-and-delivery-only chain has hired a dozen drivers and is now leveraging Cartwheel’s comprehensive suite of solutions for seamless in-house delivery operations. The move has been met with overwhelmingly positive feedback.

With Cartwheel, Bok a Bok gains access to a comprehensive suite of solutions for in-house delivery operations. Tools include a user-friendly driver app, advanced dispatch tools for managers, and branded, real-time order tracking features that match the functionalities of third-party marketplaces.

“Cartwheel technology enables us to maintain end-to-end control over the delivery experience, which ultimately increases customer satisfaction and encourages repeat business,” said Brian O’Connor, owner of Bok a Bok. “In-house delivery management equates to unparalleled quality control – we ensure orders are delivered promptly and in-full. When a mistake does occur, we can fix it immediately by sending another driver out to make it right. Since implementing in-house delivery powered by Cartwheel, we’ve received numerous comments and compliments on our delivery service.”

Previously dependent on third-party apps for 65% of its business, Bok a Bok now takes orders through its online ordering system and phone lines. The chain also accepts business catering orders via ezCater, the only third-party marketplace on which Bok a Bok will maintain a presence, facilitated by Cartwheel’s extensive integration partner network and digital ordering platform.

According to ezCater’s 2024 “Feeding the Workplace” report, 90% of orderers are more likely to order from a restaurant that offers delivery tracking updates. With Cartwheel’s recent upgrade to a two-way integration, ezCater customers ordering from Bok a Bok can now enjoy real-time order tracking provided by Cartwheel’s driver app. 

Cartwheel’s platform includes catering-specific features such as proof of delivery and the ability to select vehicle types based on order size, ensuring that even large orders are delivered promptly and in line with the customer’s preferences and expectations.

“Efficient, effective delivery is essential for a takeout-and-delivery-only restaurant chain, and Cartwheel is proud to empower Bok a Bok to maintain quality and control over its program to ensure customer satisfaction,” said Alex Vasilkin, co-founder and CEO of Cartwheel.

For more information about Bok a Bok Chicken and its new delivery program, visit www.bokabokchicken.com.