Direct Online Ordering Platform for a Café Chain
Commission-free ordering platform replacing third-party delivery apps. Customers order direct through a branded web app — no 30% commissions, full customer data ownership.
Multi-location café group — dine-in and takeaway
A café group with 6 locations across Perth. Takeaway and delivery orders had grown to 35% of revenue, but almost all of it went through Uber Eats and DoorDash — at 30% commission.
The owner was paying over $180,000 per year in delivery platform commissions. They wanted their own ordering channel — one they controlled, with no commissions, and that captured customer data for direct marketing.
What needed to change
Third-party platforms were eating the margin. 30% commission on delivery orders meant the business was essentially paying to give its food away. The higher the delivery volume, the worse the economics.
No customer data. Orders through Uber Eats and DoorDash meant the café never saw the customer's contact details. No ability to run direct marketing, loyalty programs, or re-engagement campaigns.
POS integration was essential. Any ordering platform had to send orders directly into the existing Lightspeed POS at each location. Kitchen staff could not handle a separate tablet and workflow for online orders.
What we built
A branded online ordering web app with direct POS integration. Customers order, pay and track — the café keeps 100% of the margin and owns the customer relationship.
Branded Web App
Custom ordering app at the café's own domain. Menu, location selection, order customisation, payment — fully branded and mobile-optimised. No app store download required.
POS Integration
Orders flow directly into Lightspeed POS at the selected location. Kitchen sees online orders in the same queue as walk-in orders — no separate tablet or workflow.
Payment Processing
Stripe payment integration with Apple Pay and Google Pay. Payment goes directly to the café's account — no third-party platform taking a cut.
Customer Database
Every order captures customer details — name, email, phone, order history. The café owns the data and can run direct email and SMS marketing campaigns.
How it works
Customer visits the ordering site
Reaches the branded ordering page via link on the café's website, Instagram bio, Google Business listing, or QR code at the counter.
Selects location and browses menu
Chooses the nearest café location. Menu loads with current items, pricing, dietary tags and customisation options pulled from the POS.
Pays online
Stripe payment with Apple Pay, Google Pay and card options. Order confirmation with estimated preparation time sent via SMS.
Order arrives in the POS
The kitchen receives the order in the standard POS queue alongside walk-in orders. No separate device, no separate workflow.
Customer notified when ready
SMS notification when the order is ready for pickup or handed to the delivery driver. Customer feedback prompt sent 30 minutes after collection.
Measurable outcomes
We went from paying $180K a year in commissions to paying nothing. The orders still come in — customers actually prefer ordering directly from us because it is faster and the menu is always accurate.
How we delivered it
Requirements & Design
1 weekDefined the ordering flow with the owner. Mapped POS menu structure, location configurations and payment requirements. Designed the mobile-first ordering interface.
Platform Build
4 weeksBuilt the ordering web app, POS integration, payment processing and customer database. Menu sync from Lightspeed ensures items and prices stay current automatically.
Testing & Pilot
2 weeksPiloted at 2 locations for 2 weeks. Tested order flow, POS integration and payment processing under real load. Refined UX based on customer and staff feedback.
Full Rollout
1 weekLaunched across all 6 locations. Set up QR codes, website links and social media integrations. Sent launch campaign to existing customer email list.
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