GROUND CONTROL

Ground Control, supported by Revolution’s Order One platform, equips a restaurant website to directly offer delivery to customers, fulfilled by DoorDash or Postmates. Ground Control keeps the customer in the restaurant’s brand arena, eliminates the need for tablets at restaurant locations, captures customer data and offers a better set of economics for the restaurant enterprise.

INSTRUCTIONS FOR RESTAURANT TO IMPLEMENT

GROUND CONTROL PROGRAM

1. SELECT DOORDASH, POSTMATES OR BOTH
Ground Control delivery orders are currently fulfilled by DoorDash and/or Postmates.

  • Provide Revolution which service (or both) will be used to fulfill delivery for specific restaurant locations.
  • If location coverage is not complete, only takeout to be offered (no delivery).

2. SETTLE FIXED FEES WITH DELIVERY SERVICE
For any restaurant desiring to participate in Ground Control, the restaurant will need to contact the delivery provider(s) and settle on the required “fixed fee” that covers the delivery courier. Revolution can assist in facilitating the conversation but does NOT negotiate the fees on behalf of the restaurant. In most cases, this fee ranges from $6-$12, and may vary based on geography, order volume, range, etc.  If desiring to receive lowest fees possible from DoorDash and Postmates, the restaurant can opt to share all customer and order data captured through Ground Control as a means of reducing the fixed fee.

  • Restaurant needs to have settled on a fixed fee arrangement with delivery partner. If location coverage is not complete, only to be takeout (no delivery).
  • Restaurant needs to provide Revolution acknowledgement that data captured to be shared with delivery service provider(s).

3. DETERMINE IF PREMIUM TO BE OFFERED TO CUSTOMERS

  • For restaurants that desire to display premium pricing related to Ground Control delivery orders, the restaurant will need to create an additional modifier for every menu item and assign the additional charge amount to be added (example $1). Note: for premium pricing set-up and maintenance there is a one-time $2,000 fee.

4. DETERMINE DELIVERY ORDER ($) MINIMUM
In some cases, restaurants prefer to institute a minimum order threshold for customers desiring to order for delivery – however, this is NOT A REQUIREMENT.

  • If desiring a minimum order threshold, the Restaurant partner needs to provide Revolution the minimum pre-tax check threshold amount for delivery. (e.g. $25).

5. DETERMINE DELIVERY FEE TO BE CHARGED TO CUSTOMERS (OR NOT)
Customers who opt for delivery understand that there may potentially be a fee associated with the delivery of their food.

  • If desiring to charge customers a delivery fee, restaurant partner needs to provide Revolution the fee amount to be charged to the customer. (e.g. $3.50).

6. DETERMINE GRATUITY FOR DELIVERY DRIVERS
Ground Control comes pre-configured with the following default gratuity percentages for customers to select: 15% | 20% | 25%.

  • If desiring different gratuity percentages, restaurant partner needs to provide desired gratuity percentages if default does not meet the restaurant partner preference.

7. CREATE (2) PRICE LOOK UP (PLU) NUMBERS FOR DELIVERY AND GRATUITY
Restaurant partner to set-up and provide a Price Look Up (PLU) item number for the delivery fee AND set-up and provide a second PLU number for the gratuity.

(Note: the restaurant partner needs to set-up the PLU numbers in the POS as “open priced items”)

8. GO LIVE!
Once Live with Ground Control, the restaurant partner will want to update a variety of marketing and communications programs to drive more web traffic to the restaurant site. Some updates include:

  • Update all links from website to delivery marketplaces to now drive web traffic to order delivery, powered by Ground Control, from restaurant website.
  • Update all digital or traditional marketing campaigns to be updated to announce ordering for delivery direct from website.
  • Update local, regional or national media by announcing new capabilities to order delivery direct from website.

(OPTIONAL FOR PARTNERS PROCEEDING WITH IN-HOUSE DELIVERY)

9. DETERMINE DELIVERY ZONE FOR DRIVERS
For restaurants seeking to provide in-house delivery, the Restaurant partner needs to provide Revolution “corners” of delivery zone for drivers. Revolution will configure a polygon radius via a mapping program to establish the delivery zone. Restaurant partners may provide a map sketch, or street names of the corners to Revolution.

• For multiple nearby locations, delivery zones for each location need to be established for priority of delivery.

• If desiring to use Ground Control with 3rd party delivery with inhouse delivery, provide Revolution Account team hours of service, day parts that Ground Control to be active with 3rd party delivery.

• Any changes to the in-house delivery program needs to be communicated to Revolution team.

Ground Control Pricing Options

  • Option #1
    $0.50 per transaction
  • Option #2
    $50 per month, per location (unlimited transactions)

SUPPORT FAQs

If a delivery driver / Dasher shows up to the restaurant and there is no order, who does the Manager contact?
Answer: Call Revolution at 855-657-3603.

If a guest calls and wants to add or modify an item on their order.
Answer: The order is already in the POS. Pull up the check in the POS to add or modify.

If the guest wants to take something off the order who do they contact?
Answer: Contact the specific delivery service:
DoorDash support at (855) 231-4434.
Postmates at https://support.postmates.com/buyer/contact-us/help

If you have an order, but don’t have a delivery driver / Dasher.
Answer: Contact the specific delivery service:
DoorDash’s VIP Support Line at (855) 231-4434.
Postmates at https://support.postmates.com/buyer/contact-us/help

If a guest places an order and they want to change the delivery time, who do they call?
Answer: Contact the specific delivery service:
DoorDash’s VIP Support Line at (855) 231-4434 to inform the dasher of the new pick up time
Postmates at https://support.postmates.com/buyer/contact-us/help

What do I do if a guest wants to cancel or void their Postmates or DoorDash order?
Answer: Void the order in the POS then contact the specific delivery service:
DoorDash’s VIP Support Line at (855) 231-4434 to cancel the dasher.
Postmates at https://support.postmates.com/buyer/contact-us/help

Do I need to close anything out on the DoorDash or Postmates tablet for Ground Control orders?
Answer: No. All orders that originate with Order One with Ground Control can be closed out on the POS.

In the event of a customer issue, it’s important to note that with multiple parties involved on each order, that issue escalation is to be directed to the appropriate provider.

DELIVERY DRIVER RELATED ISSUES

All driver related issues should be directed to the appropriate delivery service for support:

DoorDash: https://help.doordash.com/consumers/s/?language=en_US

Postmates: https://support.postmates.com/buyer/contact-us/help

TECHNICAL SITE OR ORDER SUBMISSION ISSUES

All issues related to the restaurant’s Order One with Ground Control site, technical or errors during the order submission process should be directed to Revolution Support:

Email: opsupport@rrtusa.com

Phone: (855) 657-3603

FOOD RELATED ISSUES

All food and order related issues to be handled by the restaurant.