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Omni Channel Business Consulting.

Lean Product Development, Integration, & Optimization.

Specializing in Economics, Market Analysis, Sales, Operations, & Marketing.

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Uber Eats Bottom Line Growth

Date:
2011-2022

Location:
Los Angeles County, Southern California, California; worldwide.

Problem:
Compounding Problems caused lost profits, lost revenues, bad customer service, and high driver turnover.

Technology companies can face compounding problems during the scaling process. A small structural, cultural, or technical problem increases exponentially once the company is scaled from millions of dollars in revenues to billions of dollars in revenues.

The implicit costs of poor process management resulted in lost profits, lost revenues, bad customer service, and high driver turnover. Sales and operations execution is the complete process or end to end business cycle covering the customer order, fulfillment, delivery, and payment. Accountability with stronger process management reviews to identify problems and create solutions for bottlenecks, errors, or inefficiencies within operations were recommended and implemented.

Solution:
• Operations Optimization
• Customer Service Optimization

• Partial Automation

• Process Management Review, Monitor, Evaluate, Revamp

Results:

MMs in cost savings, increased profitability, & bottom line growth.

Excessive restaurant/retail store closed/not accepting order fees paid to drivers were eliminated with discretion using automation. Unproductive wages paid out to customer service staff on the phone with drivers in line at restaurants or just waiting on the phone decreased. Fees paid out to drivers and unproductive wages paid to customer service staff increased available cash flow for Uber Eats.

Additionally, authorization reversal funds from "confirmed" closed/not accepting order restaurants were released from "on hold," thus increasing sales revenues.

Uber Eats staff can work on higher value revenue producing tasks, drivers spend more time on actual deliveries, partners/restaurants increased sales while concurrently increasing customer satisfaction. Uber Eats increased cash flow with reduced operating expenses, decreased onboarding expenses, and reduced service charges/bank fees/credit card processing fees.

Operations analysis created additional areas of opportunity to increase profitability with real time driver's analytics. This real time driver analysis can be used across all Uber platforms as a sales benefit.

Deliverable:
• Sales Channel Optimization

• Operations Optimization
• Process Management Review, Monitor, Evaluate, Revamp

Company/Topic:
• Uber Eats
• McDonald's plus multiple other quick service and full serve restaurants
• Door Dash
• Credit Card Processing
• Restaurant & Retail Delivery
• Merchant Bank Charge Back Fees
• Process Management Review, Monitor, Evaluate, Revamp
• Gaps in Service
• Analytics Driver Software Development Sales Packaging

• Customer Service

Review Sample Case Study

Leverage your company's competitive advantages to capitalize on global economic trends and changes in consumer behavior.

Uber Eats Top Line Growth

Date:
2011-2022

Location:
Los Angeles County, Southern California, California; worldwide.

Problem:
U.S. Market Saturation, inflation, and economic downturns threaten long term revenue growth.

Solution:
• Sales Channel Optimization
• Mitigate Risks
• Business Model Innovation
• Expand into Adjacent Markets
• Diversify Revenue Streams
• Strengthen Customer Retention
• Drive Global Top-Line Growth

Results:
MMs of Increased Global Sales Revenues & Increased Profitability through Top Line Growth.

The revamped Uber Eats' customer sales journey is now "easy to use," customer centric, and integrated within a multi-application ecosystem, effectively fostering loyalty among new and returning customers, market share increased within Uber Eats food delivery, multiple market expansions into grocery delivery, retail delivery, and software services. Additionally, business model innovations created opportunities for increased driver pay, lower driver turnover, decreased driver costs, increased profit margins for restaurant/store partners, increased inventory accountability and software services, potential new product/market growth within Uber Freight & global grocery services, increased profitability, and increased long-term revenues through top line growth.

Deliverable:
• Sales Channel Optimization
• Market Analysis
• Business, Company, and Organization Assessment
• Strategy and Business Development Planning
• Product Development
• Strategy and Business Development Implementation

Company/Topic:
• Uber Eats
• Market Expansion
• Alcohol Delivery
• Grocery Delivery
• Retail Delivery
• Cross-Platform Sales
• Restaurant Software Development
• Grocery Store Software Development
• Inventory Control Software Development
• Omni-Channel Supply Chain Logistics Software Development

Related/Mentioned Companies:
Shipt, Target, Walmart, Amazon, Instacart, DoorDash, Grubhub, Postmates, Carrefour, Drizly, GoPuff, Uber Freight.

Implementation:

Steve Wozniak, co-founder of Apple, expressed that software should be "intuitive, easy to use, and designed to enhance user happiness."

Your customers' sales journey should be straightforward and intuitive. Tasks reviewing inventory, checking out, adding items, or substituting products mirror basic transactions that occur in physical stores. Just as these experiences are essential in retail stores, the online and mobile app sales journeys should be equally seamless, if not more so (it is easier for customers to purchase elsewhere when your application is difficult to use vs. a customer exiting your brick-and-mortar retail store to purchase elsewhere).

An increase in negative experiences, or "Nos," can deter customers from purchasing your products or services, while positive experiences, or "Yeses," can boost sales, enhance per transaction revenue, and increase customer lifetime value.
During the Implementation and Optimization phase with Uber Eats, high expectations for the final product (customer's sales journey) were established and reinforced through communication among stakeholders at various levels, including investors, executives, management, and engineers. The production of Swan Lake served as a metaphor for our final product expectations. Each performance is meticulously choreographed, rehearsed, and refined, culminating in a polished Broadway show. Similarly, Uber Eats' customer sales journey should be user-friendly and visually appealing, creating a memorable experience that leaves a lasting impression.

To capture market share from new adjacent markets, Target corporation-owned Shipt was used as a benchmark to exceed customer expectations. Target purchased Shipt to compete against rivals Amazon and Walmart. Then integrated the delivery company perfectly to provide its customers a seamless omni-channel experience.

Uber Eats Before

Review Sample Case Study

Capture market opportunities that align with your company's mission & operational capabilities.

University of Southern California Product Diversification

Date:

2013-2016

Location:

Main Campus, University of Southern California, Los Angeles, California
Health Science Campus, University of Southern California, East Los Angeles, California

Problem:

On-campus sales revenues declined 50% yearly for parent company University of Southern California Hospitality Services, caused by students exiting required meal plans. Intra-company and product cannibalization occurred. Strategic Redundancy, Market Overlap, and Near-In Strategy were used to keep external competitors out.

Solution:

Product Diversification

Results:

Revenues projected to increase 2x to 3x, with an emphasis on monthly sales revenues during unit and company slow seasonal periods.

Maximized profit margin projections via product diversification, with an opportunity to corner the market, increasing long-term sales revenues, customer retention, and per-customer profitability. Expected increase in wages, jobs, and brand exposure.

Deliverable:

Strategic Planning
Market Analysis
Sales Forecasting
Product Development
Operations Optimization
Product Diversification

Company/Topic:

University of Southern California
Hospitality Services (parent company)
USC Express Catering (business unit)
Internet Sales
Floral Delivery
Pop-Up Retail Sales

Related/Mentioned Companies:

USC Radisson/USC Hotel (partner); The Bouqs Company.

Review Sample Case Study

Galpin Motors, Galpin Ford, Galpin Honda, Galpin Used Vehicles, Airport Marina Honda, Capital One, Car Max, Bing/Microsoft, Google/Maps, Yahoo Finance
New Market Disruption. Market Analysis.

Date:

2022

Location:

North Hills, California
Los Angeles, California

Problem:

Online customer sales purchasing journey with Galpin Motors was fragmented. A fragmented customer journey as defined by

easysend.io

"A fragmented online customer journey occurs when customers encounter disconnected systems, channels, and departments, leading to repeated information requests, delays, and inconsistent experiences. This fragmentation can result from various factors, including data silos, lack of communication between departments, and inconsistent experiences across different channels. As a result, customers may face confusion and frustration, ultimately affecting their satisfaction and loyalty to the business. "

Solution:

Software Integration
Workflow Automation
Process Management Review, Monitor, Evaluate, Revamp
Operations Optimization
Seamless Omnichannel Experience
Personalize Customer Interactions

Results:

None.

Opportunity for dealership group to create an omni channel customer experience.

Opportunity for Possible New Market Disruption in the online or mobile application loan industries, mortgage, credit card, auto loans, student loans, other. Need for additional research.

Deliverable: