Case study · Multi-channel catering
Multi-channel catering: how P.F. Chang’s cut fulfillment issues by 42% with Cartwheel
By running its highest-priority catering delivery on its own drivers with Cartwheel, P.F. Chang’s kept full control and an on-brand experience across every channel, and cut fulfillment issues by 42%.
About P.F. Chang’s
P.F. Chang’s is a national Asian-inspired restaurant brand serving multi-channel catering at scale. For its highest-priority catering orders, getting every delivery exactly right is essential to both the guest experience and the brand.
The challenge
Self-delivery only pays if the payoff is real.
P.F. Chang’s runs catering across multiple channels, and its high-priority orders demand precision. Handing those to third-party couriers meant inconsistent handling, limited visibility into each delivery, and every misstep landing on the brand rather than the courier.
Running delivery in-house promised control, but only if it could match the cost and complexity of third-party fulfillment. The real question was whether the payoff would justify it.
The solution
Self-delivery, powered by Cartwheel.
With Cartwheel, P.F. Chang’s dispatches, tracks, and manages its own drivers from one platform, so high-priority catering stays inside the brand across every channel. Three capabilities made self-delivery practical at scale.
Catering delivery
Run high-priority catering orders on your own drivers, across every channel, from one platform.
Branded real-time tracking
Live, on-brand tracking and accurate ETAs keep guests informed all the way to the door.
Driver management
AI dispatch assigns and routes drivers efficiently, for a smoother operation and better retention.
Together, the three closed the loop. Catering delivery without real-time tracking leaves guests guessing, and tracking without efficient dispatch burns driver goodwill. Running all three on Cartwheel is what made self-delivery pay off.
The real question was never whether self-delivery costs more to run. It was whether the payoff justifies it, and for P.F. Chang’s it clearly does.
Key results
What P.F. Chang’s gained by taking high-priority catering delivery in-house on Cartwheel.
The outcome
The benefits outweigh the cost.
By taking its high-priority catering delivery in-house on Cartwheel, P.F. Chang’s cut fulfillment issues by 42% while lifting customer satisfaction, repeat orders, and driver retention.
Self-delivery costs more to run than handing orders to a third party. For P.F. Chang’s, the payoff, control, brand experience, and happier customers and drivers, clearly justifies the cost.