# Upstar Restaurant — Hot food, on time, across every branch — from one dispatch screen.

Source: https://fleetroot.com/case-studies/upstar-restaurant
Sector: QSR & food delivery · Location: UAE

Upstar Restaurant is a fast-growing quick-service brand running its own delivery fleet across multiple branches. Fleetroot unified aggregator, app and phone orders into one dispatch flow, giving each branch live rider visibility and head office the numbers to run delivery as a business.

## Key results
- 94% — delivered within 30 min
- -8 min — avg. delivery time
- +22% — orders per rider hour
- -18% — delivery cost per order

## The challenge

QSR delivery lives and dies in a 30-minute window. As Upstar added branches, the cracks showed:

1. **Orders from everywhere.** Talabat, Deliveroo, Noon Food, the brand's own app and phone orders each landed on a different screen. Branch managers re-keyed and batched them by hand.
2. **Riders you couldn't see.** Once a rider left the kitchen, dispatch had no ETA, no route and no way to tell a customer anything but "on the way".
3. **Uneven branch performance.** Some branches hit the 30-minute promise; others didn't, and head office only found out through aggregator ratings and refunds.
4. **Rider cost and accountability.** Idle time, long returns to base and unverified hand-overs made rider cost per order hard to control.

## The solution

Upstar rolled Fleetroot out branch by branch in a matter of weeks:

- **Omnichannel order aggregation** — aggregator, app and call-centre orders are pulled into one queue per branch via API, with prep time and promised time attached.
- **Auto-dispatch with batching** — orders heading the same way are batched to the same rider as they leave the kitchen, respecting hot-food time limits and rider capacity.
- **Live rider tracking and customer ETAs** — dispatchers see every rider on one map; customers get a tracking link and "rider is 3 minutes away" alerts.
- **Driver app with proof of delivery** — photo and OTP at the door, cash-on-delivery reconciliation per rider per shift.
- **Branch and rider scorecards** — on-time %, average delivery time, orders per rider hour and cost per delivery, compared across branches daily.

## The results

Within a quarter, Upstar ran delivery as a measured operation rather than a daily fire-fight:

- **94% of orders delivered within 30 minutes**, consistent across branches.
- **Average delivery time cut by 8 minutes** through batching and route sequencing.
- **22% more orders per rider hour**, holding rider headcount flat while volume grew.
- **18% lower delivery cost per order** from batching, less idle time and fewer refunds.
- **Aggregator ratings up** as late-delivery complaints fell and customers received accurate ETAs.