MrJim’s Pizza boosted delivery performance with Hybrid Delivery
About the company
MrJim’s Pizza is a pizza franchise that runs delivery with its own in-house drivers. Keeping delivery in-house gives each location control over quality and the customer experience, and as order volume grew the brand wanted to protect that control while still meeting demand at its busiest hours.
The challenge: peak-hour orders outran the in-house fleet
During peak hours, in-house drivers were stretched thin. Orders backed up, delivery times stretched, and service got less consistent at exactly the moments that mattered most.
The brand needed a way to absorb overflow without hiring for the busiest hours alone, and without losing the quality and visibility that came from running its own drivers. Adding permanent staff to cover a few peak windows was not a scalable answer.
The solution: in-house drivers plus Uber Direct overflow
MrJim’s adopted a hybrid model with Cartwheel. In-house drivers keep handling local orders, and when they are maxed out, overflow routes to Uber Direct automatically. Every order, whoever delivers it, is tracked in real time through Cartwheel, so managers keep full control. Three capabilities make it work:
Using Cartwheel and Uber Direct has significantly reduced our delivery times, increased customer satisfaction, and boosted sales. The integration is seamless. Our drivers handle local orders, and Uber Direct takes care of overflow. With real-time tracking for both, we have complete visibility, which has elevated our service across the board.
Results
The hybrid model gave MrJim’s the capacity it was missing at peak without changing how local orders are handled:
The outcome: capacity that flexes with demand
MrJim’s now meets its busiest hours without overstaffing for them. Local orders stay with the brand’s own drivers, overflow has a reliable home in Uber Direct, and real-time tracking keeps the whole operation visible from one place. The result is delivery that scales up when demand spikes and settles back down when it passes, with quality and control intact the whole time.
