How Lady Lee's Restaurants Transformed Delivery Operations with Shipday

Company Type

Restaurant (Papa John’s, Cafetini, and Wendys)

Size

Locations in 15 cities

Location

Honduras

Number of drivers

20 in-house, 25 third-party

Founded

1995

Client since

2024

About Lady Lee

For over 30 years, Lady Lee Corporation has been a major force in multiple industries, including realestate, retail, and food service. Under its restaurant division, the company operates well-known franchises like Papa John’s, Wendy’s, and Cafetini across approximately 15 cities in Honduras. Managing deliveries for these high-demand brands was a complex challenge—one that relied heavily on manual processes and WhatsApp communication. Seeking a more efficient and scalable solution, Lady Lee turned to Shipday to modernize their delivery management.

How Shipday turned struggles
into growth opportunities

Challenges before Shipday

Manual, chaotic delivery coordination

Before Shipday, Lady Lee’s delivery operations were managed entirely through WhatsApp groups. Each city had its own group, where incoming orders were posted manually. Drivers would then claim orders by responding in the chat. During peak hours, this system became unmanageable:
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“We had one WhatsApp group per city, and all the drivers for that city were in it. Whenever an order came in, we’d post it in the group and the drivers would say, ‘I’ll take it.’ Imagine that during peak hours—pure chaos.”
‍— Carlos, Digital Media & Delivery Manager

This disorganized approach led to frequent delays, lost orders, and inefficient driver assignments. Some orders went unclaimed, while others had multiple drivers attempting to take the same job.

Lack of reporting & data visibility

With no formal tracking system in place, Lady Lee had no way to monitor delivery performance. If an order was delayed or a customer complained, there was no historical data to analyze the issue.

“We had no reporting or historical data. If a driver took too long or a customer complained, we had no way to look back and see what happened.”, Carlos mentioned.

This lack of insight not only made it difficult to optimize operations but also created challenges in handling tax audits and reconciling deliveries.

Customer complaints & brand reputation risks

Because there was no centralized system for handling customer feedback, complaints often went public on social media, exposing the brand to reputational risks.

“A lot of customers ended up complaining on social media when things went wrong, which hurt our brands’ reputation.”

Lady Lee needed a solution that could streamline operations, improve delivery efficiency, and enhance customer satisfaction—all while scaling to support multiple brands and locations.
With these challenges in mind, they turned to Shipday.

Implementation of Shipday

A smooth and fast transition

Lady Lee found the implementation of Shipday to be exceptionally easy, requiring minimal technical effort. From initial setup to full deployment, the transition was seamless, allowing their restaurants to quickly adopt the new system.

“The integration was one of the easiest I’ve ever gone through. Even our website development partners said it was smooth and didn’t require complex coding.”
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‍In March 2024, Lady Lee officially started using Shipday, and right away, they were able to automate dispatching. This automation drastically reduced the time spent manually assigning deliveries and eliminated the confusion of WhatsApp-based order management.

“We started in March 2024, and right away we were able to automate dispatching. That alone saved us so much time.”

Seamless integration with existing systems

Another key factor in the successful implementation was Shipday’s ability to integrate with Lady Lee’s existing digital infrastructure. Their website development team found the process straightforward, and the system quickly aligned with their restaurant operations.

Continuous updates & feature enhancements

Beyond initial deployment, Shipday has continued to release valuable updates that further improve operational efficiency. Real-time traffic visualization is one such feature that has made a noticeable impact on delivery management.

“They [Shipday] keep releasing updates—like showing real-time traffic on the map. Our drivers can’t just say ‘it’s traffic’ anymore, because we see the roads right on the dashboard!”

With Shipday fully integrated, Lady Lee was now prepared to take their delivery operations to the next level, ensuring greater efficiency, transparency, and customer satisfaction.

Benefits and results

1. Improved delivery management & efficiency

With Shipday, Lady Lee replaced its chaotic WhatsApp-based system with an organized and automated dispatch platform. The new workflow significantly reduced human errors, optimized driver assignments, and ensured faster order fulfillment. Since implementing Shipday, Lady Lee has seen a 14% decrease in delivery times.

“Everything we ask for, Shipday adds—like self-assign features for drivers. One of our branches does about 1,200 deliveries a week; we needed to scan a code to assign themselves an order. Shipday built that within weeks.”

2. Data-driven decision making

Shipday’s reporting capabilities provided Lady Lee with valuable insights into delivery times, driver performance, and operational bottlenecks. This level of visibility enabled better decision-making and process optimization.

“Now with Shipday, we have everything in one place: order numbers, driver stats, delivery times, and proof of delivery. We’ve never had that level of insight before.”

3. Proof of delivery & compliance

A critical benefit of Shipday was the ability to capture proof of delivery, including photos and invoices. This feature proved essential for tax audits and internal quality control.

“Having proof of delivery photos and invoices is huge for us—especially for audits. We used to scramble for paperwork; now it’s all digital.”

4. Enhanced customer satisfaction & reputation management

Shipday introduced an in-app feedback system, allowing customers to share their experiences privately rather than voicing complaints publicly on social media. As a result, Lady Lee saw a 20% increase in happy customers and a significant drop in public complaints.

“Before, unhappy customers would immediately take to Facebook with complaints. Now, they leave their feedback in Shipday, and we can resolve issues faster and privately.”

5. Multi-brand, multi-city scalability

Lady Lee seamlessly manages delivery operations across multiple restaurant brands and cities within a single platform. This consolidation has improved transparency and operational oversight.

“We manage Papa John’s, Wendy’s, and our local brand Cafetini—all using Shipday. It’s straightforward to track multiple brands across 15 different cities.”

6. Responsive customer support

Shipday’s Spanish-speaking customer support team has been an invaluable asset, ensuring smooth operations during peak times.

“The support has been great. Our busiest times are weekends, and if we ever run into problems, we can reach someone in Spanish right away.”

“It’s not just about fixing an issue; the support team also gives us tips on how to use certain features better. That’s really valuable.”

Advice to other multi-brand and multi-location restaurant managers

For restaurant groups operating multiple brands and locations, streamlining delivery operations is crucial to maintaining efficiency and customer satisfaction. Based on Lady Lee’s experience, Carlos offers the following advice:

“I would recommend Shipday to any restaurant that wants to streamline deliveries. It handles all the dispatch logic, and it’s not expensive for what it offers.”

“You don’t realize how much time you lose doing things manually until you switch to an automated system. It frees up our team to focus on customers instead of chasing drivers.”

“Look for a platform that keeps innovating. That’s what impresses me the most about Shipday—they keep adding features we actually need.”