Case Study

Develop and manage a centralized technology-enabled food order taking solution for the Landmark Group

Situation Overview

  • Foodmark is the food & beverage division of the Landmark Group, one of the largest retail conglomerates in the Middle East
  • Foodmark approached Cupola for a scalable and centralized remote food order taking solution to enhance efficiency and improve the customer experience


  • Foodmark uses MICROS POS terminals for in-store order taking
  • This system has no off the shelf commercially viable contact center module that links to it
  • Cupola’s challenge was to develop the missing modules and integrate the various components into a seamless system

Cupola Approach

  • We developed our own in-house technology solution that integrated our order taking contact center module to Foodmark’s MICROS POS terminals directly via My Central Platform (MCP)
  • The tech-enabled solution consisted of:
    • A remote ordering application which pushes through orders received via phone or online directly to the POS terminal at the specific outlet where the order needed to be fulfilled
    • A mobile-responsive delivery management application which is used at the outlets to manage deliveries real time
    • A comprehensive reporting module
  • Post implementation, we manage and staff Landmark’s dedicated food & beverage contact center


  • Significant cost savings
    • Direct integration with in-store POS terminal eliminates the need for outlet employees to re-enter and reconcile orders taken remotely from the contact center
  • Improved customer experience
    • Enables outlet employees to focus on the customer experience for in-store customers
    • Cupola-trained contact center agents manage higher call volumes while achieving strong customer satisfaction ratings measured by CSAT surveys
    • Solution is CTI enabled – allowing CSRs to interact with customers based on their personalized history
  • Real time operational information immediately available to multiple stakeholders
    • Senior management and operations managers have access to comprehensive customized reports through our reporting module