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Sushi Kushi didn’t just build a delivery system. They built a growth engine. With zero commission fees and 60% of orders flowing through their own branded platform, they’re scaling profitably—on their own terms.
The Silent Killer: How Third-Party Apps Were Draining Sushi Kushi's Profits
For years, restaurants have grappled with a Faustian bargain: the promise of increased reach through third-party delivery platforms like Uber Eats, DoorDash, and Grubhub, often at the cost of their very profitability and brand identity.
Sushi Kushi, one of Poland’s largest sushi franchises with over 27 locations, found themselves in this exact predicament.
While these platforms offered a convenient channel for orders, they came with a hidden, yet devastating, price tag.
The core problem was clear: exorbitant commission fees. These platforms typically charge restaurants anywhere from 15% to 30% per order [1, 2]. For a business operating on already thin margins, this wasn't just a bite; it was a massive chunk of their revenue disappearing with every single transaction. Imagine paying a quarter or even a third of your earnings to an intermediary – it's a model that's simply unsustainable in the long run.
Beyond the financial drain, Sushi Kushi faced a multitude of other challenges:
- Limited Control: Each location had minimal say over its menu, pricing, and promotional strategies on these external platforms. This stifled their ability to adapt quickly to local market demands or run targeted campaigns.
- Diluted Branding: The unique brand experience Sushi Kushi had meticulously built across its 27 locations was diluted. On third-party apps, they were just another listing, indistinguishable from competitors, losing the personal touch that fosters customer loyalty.
- Siloed Customer Data: Perhaps most critically, valuable customer data was locked away within the apps. This meant Sushi Kushi couldn't understand their customers' preferences, purchasing habits, or directly engage with them for remarketing or loyalty programs. Without this data, customer retention became an uphill battle.
- Promotion Pains: Launching effective promotions was a constant struggle, often requiring additional payments to the platforms just to gain visibility. This further eroded their profit margins and limited their marketing agility.
In essence, Sushi Kushi was building someone else's empire, sacrificing their own growth and customer relationships in the process. They were losing control, losing data, and most importantly, losing money.
The Game-Changer: Building Their Own Growth Engine
Recognizing the urgent need to reclaim control and profitability, Sushi Kushi made a strategic decision: to invest in and implement their own centralized ordering and delivery system across all 27 locations. This wasn't just about cutting costs; it was about building a sustainable growth engine that put them back in the driver's seat.
The solution was comprehensive, addressing every pain point they had experienced with third-party platforms. Here’s how they did it:
A Branded, Multi-Location Ordering Platform: They developed a unified online ordering platform that reflected Sushi Kushi's brand identity across all locations. This provided a consistent, professional, and familiar experience for customers, reinforcing brand loyalty.
Centralized Management System (CMS): A single CMS allowed for seamless updates to menus, pricing, and promotions across all 27 restaurants. This eliminated the previous limitations and gave them full control and agility in their offerings.
Integrated Loyalty and Promotional Tools: The new system incorporated robust loyalty programs, points systems, discounts, and coupons. This enabled Sushi Kushi to reward loyal customers directly, encouraging repeat business and fostering a stronger customer relationship.
Location-Based Logistics and Order Routing: The platform was designed with intelligent order routing capabilities, ensuring that orders were efficiently directed to the correct location for preparation and delivery. This streamlined operations and improved delivery times.
Customer Relationship Management (CRM): By owning their platform, Sushi Kushi gained direct access to invaluable customer data. They could now segment customers, analyze purchasing patterns, and execute targeted remarketing campaigns, turning anonymous transactions into lasting relationships.
Analytics Dashboard: A dedicated analytics dashboard provided real-time insights into location-based performance, order trends, and customer behavior. This data-driven approach allowed for continuous optimization and informed business decisions.
This shift wasn't merely a technological upgrade; it was a fundamental change in their business model. By owning their tech, Sushi Kushi entirely removed the pressure of third-party commissions, allowing them to reinvest those savings back into their business, their staff, and their customer experience.
They transformed from being a tenant on someone else's property to becoming the landlord of their own digital storefront.
The Proof is in the Profits: Tangible Results and ROI
The decision to build their own platform yielded immediate and significant returns for Sushi Kushi, demonstrating the immense power of owning your customer relationships and delivery infrastructure. The results speak for themselves:
Over 1.5 Million in Savings. By eliminating commission fees paid to third-party apps, Sushi Kushi saved an astounding.
- Over 1.5 million in avoided commissions over a 10-year period. This massive saving directly impacted their bottom line, freeing up capital for growth and investment.
- 60%+ Direct Orders: A staggering over 60% of all orders now come directly through their own platform. This is a testament to the effectiveness of their branded system and the power of direct customer engagement. It signifies a significant shift away from reliance on intermediaries.
- Consistent User Experience (UX): Across all 27 stores and customer touchpoints, Sushi Kushi now provides a consistent and high-quality user experience. This reinforces brand identity and builds trust with customers, leading to greater loyalty.
- Built Long-Term Brand Equity and Customer Loyalty: By directly engaging with customers and offering loyalty programs, Sushi Kushi has significantly enhanced its brand equity and fostered deep customer loyalty. They are no longer just a restaurant; they are a trusted brand with a direct relationship with their patrons.
- Fully Scalable Platform: The centralized system proved to be fully scalable, enabling Sushi Kushi to open new branches faster and more efficiently. This operational agility is crucial for a growing franchise, allowing them to seize market opportunities without being hampered by third-party limitations.
These results underscore a critical lesson for any restaurant or marketplace operator: investing in your own technology is not an expense; it's a strategic investment that drives profitability, fosters customer loyalty, and unlocks scalable growth.
Visual Summary: Before vs. After Taking Control
Why It Matters: The Power of Ownership
Sushi Kushi’s journey is a powerful case study that proves a fundamental truth: even a large, established franchise can grow bigger, faster, and smarter without relying on the restrictive and costly models of third-party delivery apps.
Their success isn't just about saving money; it's about reclaiming autonomy, building direct customer relationships, and establishing a foundation for truly scalable growth.
By taking ownership of their online ordering and delivery infrastructure, Sushi Kushi transformed a significant cost center into a strategic asset. They moved from a reactive position, dictated by platform rules and fees, to a proactive one, where they control their destiny, their brand, and their customer experience. This shift is the true game-changer for any business looking to thrive in the digital age.
Key Takeaways for Entrepreneurs and Operators:
- Commissions are a Silent Killer: Understand the true cost of third-party platforms. Those 15-30% fees (or more) erode your margins significantly over time. Calculate your potential savings if you were to eliminate or drastically reduce these commissions.
- Data is Your Goldmine: Customer data is invaluable. When you rely on third-party apps, you lose access to critical insights about your customers, hindering your ability to personalize experiences, build loyalty, and drive repeat business. Own your data to own your future.
- Brand Control is Paramount: Your brand is your most valuable asset. Don't let it be diluted or commoditized on external platforms. A branded, direct ordering experience reinforces your identity and builds stronger customer connections.
- Loyalty Programs Drive Growth: Direct ordering allows you to implement and manage your own loyalty programs, offering incentives and personalized experiences that keep customers coming back. This is far more effective than relying on generic platform promotions.
- Scalability Requires Control: For multi-location businesses or those with growth ambitions, a centralized, owned system provides the operational agility and consistency needed to expand efficiently. You dictate the terms of your growth, not a third party.
- It's an Investment, Not an Expense: Building your own tech might seem like a significant upfront investment, but as Sushi Kushi demonstrates, the long-term ROI in terms of savings, increased direct orders, and enhanced brand equity far outweighs the initial cost. It's an investment in your business's future viability and profitability.
Tips, Frameworks, and Mental Models: Why Owning Your Tech is the Game-Changer
The success of Sushi Kushi isn't an anomaly; it's a powerful illustration of several fundamental business principles and mental models that savvy entrepreneurs and operators are increasingly adopting:
The 80/20 Rule (Pareto Principle):
While third-party apps might bring in some orders, a disproportionate amount of your profit is likely being eroded by their fees. Focusing on building your direct channels (the 20% effort) can yield 80% or more of your desired profit and control.
The "Moat" Strategy:
In business, a "moat" refers to a sustainable competitive advantage that protects your long-term profits and market share from competitors. Owning your customer relationships and technology builds a powerful moat. When customers order directly from you, they are less likely to be swayed by competitors on third-party platforms.
Customer Lifetime Value (CLTV) Focus:
Third-party apps prioritize single transactions. Owning your platform allows you to focus on increasing Customer Lifetime Value (CLTV) through loyalty programs, personalized marketing, and superior direct experiences. A customer who orders directly is a customer you can nurture for years, not just one meal.
The "Direct-to-Consumer (D2C)" Playbook:
Many industries are seeing a shift towards D2C models, bypassing intermediaries to build direct relationships with customers. Restaurants and marketplaces are no different. Sushi Kushi’s move is a classic D2C success story, demonstrating how to cut out the middleman and capture more value.
The Power of First-Party Data:
In an increasingly data-driven world, first-party data (data collected directly from your customers) is gold. It allows for hyper-targeted marketing, personalized offers, and a deeper understanding of your customer base, leading to better decision-making and increased revenue. Third-party apps hoard this data, leaving you in the dark.
Operational Efficiency through Integration:
A custom-built or integrated system allows for seamless flow of information from order placement to kitchen preparation to delivery. This reduces errors, speeds up service, and improves the overall customer experience, leading to higher satisfaction and repeat business.
These mental models highlight that Sushi Kushi’s success wasn't just about a technological solution; it was about adopting a strategic mindset that prioritizes long-term profitability, customer relationships, and brand control over short-term convenience offered by third-party platforms.
Ready to Build Your Own Growth Engine?
Sushi Kushi’s story is a powerful reminder that online ordering system and restaurant delivery tech are no longer just conveniences; they are strategic imperatives for businesses looking to thrive in a competitive landscape.
If you’re an entrepreneur or a restaurant/marketplace operator tired of high commission-free delivery fees and ready to take control, it’s time to explore how to build your own ordering platform.
Think of it this way: are you content with being a tenant in someone else’s digital property, or are you ready to own your land and build your empire? The choice is clear. Businesses are increasingly seeking an Uber Eats alternative for restaurants that empowers them with direct customer relationships, data ownership, and significant cost savings.
Ready to transform your business like Sushi Kushi?
