Shakey’s sets 31-minute delivery guarantee in NCR

MANILA, Philippines — Shakey’s Pizza Asia Ventures Inc., the listed restaurant chain of the Po family, has announced one of its boldest programs so far a first and only 31-minute delivery guarantee in Metro Manila.

Shakey’s president and CEO Vicente Gregorio said the company guarantees that customers will get their orders in 31 minutes anywhere in Metro Manila, and if it’s late, it’s free.

“This has always been a goal at Shakey’s, but it requires a well-built infrastructure to work effectively,” he said.

The company has an upgraded store mapping backend support to ensure that deliveries arrive on time as promised.

Key recent developments implemented by the company to improve customer service include a new and improved Shakey’s Super App, a mobile app designed to be more customer-friendly with a rider dispatch system that allows guests to track their purchase from ordering to delivery.

“These infrastructure enhancements serve as a cornerstone to effectively land this initiative, but there are more puzzle pieces to this story. We needed to map out the entire consumer journey alongside our operations to find efficiencies across the board and add that ‘wow’ factor,” Gregorio said.

One of the company’s strategic pivots to efficiently expand its footprint and strengthen its off-premise business during this time is through small store formats. Building ghost kitchens and “DelCos,” stores focused on delivery and carryout, is cost efficient and allows pizza to speedily reach more customers.

Shakey’s is also making strategic investments in its digital infrastructure including after-sales guest feedback resolution.

Kellda Centeno, Shakey’s Delivery Business Unit and Digital Acceleration Director, said each guest is given an opportunity to provide feedback across multiple channels and touchpoints.

“Issues and root causes are easily identified, recovery teams are dispatched, and all tickets are closed within 24 hours. We are the only company that has this end-to-end capability,” Centeno said.

Gregorio said these improvements would help the company achieve strong recovery from the negative impact of the pandemic.

“We feel very optimistic about this in-house platform enhancement because it cuts across multiple areas where Shakey’s can make a significant impact, from superior guest servicing to heightened operational efficiencies and the creation of more livelihood opportunities,” he said.