REDUCE DELIVERY INCIDENTS AND PROTECT CATERING MARGIN
HOW TOCAYA DECREASED DELIVERY-RELATED INCIDENTS BY 47%
Tocaya is a modern Mexican restaurant group with 15+ locations known for elevated flavor and intentional operations. When catering scaled, so did the complexity of getting orders out the door. Every order goes through a third-party driver, which means understanding the status and location of each delivery became a high priority.
Without central delivery tracking and visibility, the catering team had to manually monitor orders across all locations. Kitchen delays, incorrect handoffs, and missed windows piled up. The brand that ran smoothly inside the restaurant couldn't see what happened the moment an order left.
DeliverThat's driver fleet and Dashboard gave every Tocaya location real-time driver tracking, delivery visibility, and the operational independence to handle fulfillment. The results came fast: in-store incidents dropped from 19% to 10%, catering comps fell from 2%+ to just 0.3%, and the brand hit a 99fulfillment rate — among the highest in the industry.
DELIVERTHAT SOLUTIONS:
When Catering Delivery Visibility Is Zero, Incidents Are Inevitable
Tocaya's challenge was executing delivery to grow their catering program, without introducing the overhead of in-house staff or the risk of handing off to third-party delivery drivers without the ability to monitor each order.
With no real-time visibility into what was happening after pickup, in-store incidents accumulated quietly. Comps climbed above 2%. And the central catering team spent more time chasing order status than running the program.
BEFORE DELIVERTHAT
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19% in-store incident rate — errors, disruptions, and unready orders
- 2%+ catering comps — compensation or refunds for delivery failures
- No real-time visibility into delivery tracking or status
-
Central catering team manually monitoring every order
AFTER DELIVERTHAT
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10% in-store incident rate — cut in half through better prep and on-time pickups
- 0.3% catering comps — a dramatic reduction in failure-driven compensation
- Real-time driver tracking and delivery visibility for every location, every order
- Central team freed from day-to-day monitoring and manual oversight
Centralized Delivery Tracking and Monitoring for High-Volume Catering Programs
As an early adopter of DeliverThat's Smart Catering Dashboard, Tocaya gained access to a comprehensive, operator-focused solution designed to streamline the full catering delivery lifecycle.
Onboarding all corporate and restaurant-level team members was frictionless — restaurant managers simply clicked a link, and DeliverThat's team handled the rest.
"DeliverThat's Dashboard is simple to use and efficient. It gives our restaurants visibility into driver tracking, and they're more independent. That gives our central team a lot more freedom.
--Megan Welcome, Director of Catering, Tocaya
HOW DELIVERTHAT GIVES RESTAURANTS TOTAL VISIBILITY INTO EVERY DELIVERY
DeliverThat gave Tocaya's restaurant teams everything they needed to operate independently — and gave the corporate catering team the confidence to minimize oversight. Every DeliverThat operator Dashboard has access to:
END TO END VISIBILITY
Delivery status, driver info, timestamps, and proof-of-delivery and setup photos for every order. Live order tracking is accessible to all users, providing confidence when handing off to third-party drivers.
INTEGRATED DELIVERIES
Full access to all delivery orders orchestrated through DeliverThat. With full integrations with Olo, MONKEY, Toast, Doordash and more, brands execute delivery their way without losing central visibility.
OUR DRIVERS OR THEIRS
Whether the order was fulfilled by our driver network or another integrated DSP, brand see every delivery in one place.
ROLE BASED ACCESS
Store managers can have full visibility to plan the day, while catering leaders oversee their regions and corporate has full insight and reporting into top-level transparency. Role based access is flexible to your restaurant structure.
A Trusted Delivery Partner with Measurable Impact
Tocaya's switch to DeliverThat was more than a systems upgrade — it delivered measurable improvements across fulfillment, cost, and operational efficiency.
INCREASED
FULFILLMENT RATE
99% COVERED
Among highest and most reliable in the industry
REDUCED DELIVERY-RELATED INCIDENTS
47% REDUCTION
Incidents reduced from 19% to 10%
DECREASE
ORDER REFUNDS
85% DECREASE
0.3% refund rate, down from over 2%
"We love the clearer view into all our deliveries. It's changed how we operate."
Megan Welcome, Director of Catering, Tocaya
2026 UPDATE
Tocaya's Front-Line Team on DeliverThat: Still a Trusted Catering Partner
Corporate partnerships are one thing. What happens on the ground, order after order, is another. So we went back and talked to Tocaya's restaurant-level staff, the team actually handing off catering orders every day, to find out if the partnership still holds up where it matters most.
Their answer came down to two things: order accuracy and care in the handoff. Catering is a growth channel for Tocaya, and a wrong item or a rushed drop-off costs more than a refund, it costs the corporate account. DeliverThat fulfills that standard order after order, which is why the team on the floor is still on board.