INCREASE GUEST SATISFACTION AND OPERATIONAL EFFICIENCY WITH DELIVERTHAT + MONKEY
URBANE CAFE: 96% ON-TIME, END-TO-END INTEGRATION, FULL VISIBILITY ON CATERING DELIVERIES
Urbane Cafe has built its reputation on gourmet sandwiches, fresh salads, and a genuine commitment to healthy, delicious food — a brand promise that extends to every catering order that leaves the kitchen. As their off-premise catering program grew, the systems behind it hadn't kept pace. The restaurant was struggling to maintain delivery reliability and operational efficiency.
Delivery status lived in one system. Catering management lived in another. The lack of integration and oversight created a massive problem: deliveries fulfilled by previous driver fleets were performing at just 84% on-time rate. That meant roughly one in six orders carried real risk, and every failed delivery meant a reimbursement to the customer.
By partnering with DeliverThat and integrating with MONKEY, Urbane Cafe has transformed its catering operations. They now benefit from a 95.9% on-time delivery rate, reduced labor demands, enhanced visibility across the customer journey, and lower revenue loss due to errors. Most importantly, they’ve restored confidence in their catering experience,for guests, staff, and drivers alike.
DELIVERTHAT SOLUTIONS:
Driver Fleet
MONKEY Integration
DeliverThat Dashboard
MONKEY + DELIVERTHAT
A Bi-Directional Integration Built for Catering Visibility
Disconnected delivery means restaurant teams are stuck chasing information across separate systems instead of running their program. DeliverThat and MONKEY closed that gap with a bi-directional integration that brings delivery status directly into the platform teams already use.
For Urbane Cafe, the restaurant team can now manage and update all catering deliveries, and receive real-time status updates, entirely within the MONKEY platform they already use every day. No second system to check. No call to the catering office to confirm a pick-up time. Driver status, delivery confirmation, and order details all live in one place.
"Urbane Cafe can now manage and update deliveries all within their MONKEY platform, which is where all day-to-day catering transactions take place" said Matt Benzel, CTO for DeliverThat. "This not only saves the restaurant significant time and effort, allowing them to concentrate on execution and guest satisfaction, but also allows the teams to continue working in systems they already use."
BEFORE DELIVERTHAT
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Low on-time delivery rate: Just 84%, well below industry standards
- Lack of visibility: Disconnected systems meant limited insight into where deliveries were or when drivers were arriving.
- Customer reimbursement and revenue loss: Late or mishandled deliveries led to refunds, impacting margins.
AFTER DELIVERTHAT
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96% on-time delivery rate with DeliverThat
- Seamless order management within a single platform, reducing confusion and saving time across the organization
- Professional third-party drivers took over deliveries, allowing restaurant staff to remain focused on FOH operations.
HOW DELIVERTHAT + MONKEY INTEGRATION WORKS FOR CATERING DELIVERIES
Many restaurants manage catering delivery with internal restaurant staff. While this kept operations in-house, many times catering managers spend more time chasing down delivery statuses or taking deliveries themselves than running their program. DeliverThat closes that gap with integrations, like MONKEY, that brings delivery status directly into the platform teams already use. For a closer look at why integrated catering delivery is becoming the standard rather than the exception, see DeliverThat's breakdown of how top operators are modernizing their catering tech stack.
ORDER PLACED
A catering order is placed and managed through MONKEY, as usual. No extra work for catering staff or customers.
ROUTED TO DELIVERTHAT
The order is automatically routed to DeliverThat for fulfillment — driver assigned, pick-up time confirmed, no manual handoff.
REAL-TIME SYNC
Delivery status updates from DeliverThat flow back into MONKEY in real time. Delivery status is visible to the catering team without leaving the platform.
DELIVERY COMPLETED
A professional driver completes the delivery on time, with an invoice presented at pick-up for guests who haven't yet applied gratuity.
A SCALABLE MODEL FOR OFF-PREM SUCCESS
Integrated Delivery Management Protects the Bottom Line
Every late or mishandled delivery under Urbane Cafe's previous providers carried a direct cost: a reimbursement, a frustrated guest, and a brand promise broken on a high-value order. At an 84% on-time rate, that was happening often enough to meaningfully erode catering margins.
DeliverThat closed that gap. A 95.9% on-time rate* fulfilled by drivers ready for catering, not gig delivery generally, means significantly fewer failed orders, and significantly fewer reimbursements eating into the program's profitability.
The MONKEY integration adds a second layer of protection: full visibility means issues get caught and resolved before they become guest-facing problems.
DeliverThat also improved outcomes for drivers themselves. Reduced wait times at the restaurant mean more efficient routes. And Urbane Cafe's practice of presenting the invoice at pick-up gives guests a natural, low-pressure opportunity to tip — supporting the driver retention that keeps service quality consistent over time.
The integration has significantly streamlined communication by eliminating the need for restaurants to call our catering office to determine the driver's pick-up time. Now, all the necessary information is available in one convenient location
Marissa Rogers, Director of Executive Projects, Urbane Cafe
2026 UPDATE
Hear It Directly From Urbane Cafe
Urbane Cafe’s revamped catering operation isn’t just working...it’s thriving. With an integrated delivery system, professional driver network, and real-time visibility, the brand has turned a high-risk process into a high-reward strategy. The transformation allows the team to focus on what they do best: delivering fresh, high-quality food and exceptional service.
For a closer look at how the partnership has evolved since this case study was originally published in 2023, Marissa Rogers, Director of Executive Projects at Urbane Cafe, sat down for a video interview on DeliverThat's impact heading into 2026.
YOUR DELIVERY PROGRAM. YOUR RULES:
INTEGRATE DELIVERY TO THE CATERING MANAGEMENT TOOLS YOU ALREADY USE
A delivery program strategy call isn't a demo or a sales pitch.
It's a working session about your current routing setup, where the manual work is hiding, and what DeliverThat's integration to your current setup could actually for your brand.