About Urban Piper
Founded in 2015 and based in Bengaluru, Urban Piper is a leading SaaS platform streamlining restaurant operations for over 45,000 locations across 30+ countries. The platform integrates online order management, POS systems, inventory, and customer engagement to help restaurants from local cafés to global chains simplify operations and grow revenue efficiently.
The Challenge
Urban Piper faced critical operational visibility challenges across their restaurant network. Their restaurant clients experienced operational disruptions while Urban Piper lacked real-time visibility into their own system health and reliability.
Store Operations Blind Spots
- Restaurants appeared offline on delivery platforms while physically operational
- Menu items marked unavailable despite being available
- Manual monitoring impossible across hundreds of locations with 50-100+ items each
- Issues discovered through customer complaints, not proactive detection
Order Processing Visibility Gaps
- Lack of adequate insights into system failures across order cancellations, unaccepted requests, rejections, and error rate spikes.
- No insight into order flow between aggregators and POS systems
- Critical issues detected at end-of-day rather than real-time
- Restaurant clients losing confidence in platform reliability
The Solution
Bicycle AI implemented an agentic analytics platform that goes beyond traditional BI approaches by understanding ontological relationships between business entities, processes, and outcomes. Unlike tools that show "what happened," the platform predicts patterns, recommends actions, understands causality, and adapts alerting based on business context.
Store Operations Analytics
- Real-time anomaly detection for store online/offline status and menu availability
- Multi-channel alerting to area managers and store managers via Telegram, email, and SMS
- Stock management intelligence enabling proactive inventory decisions
- Interactive dashboards with drill-down analytics and role-based access
- White-label service offered to Urban Piper's restaurant clients
Order Processing Intelligence
- End-to-end order flow monitoring from aggregators through POS systems
- Order processing pipeline analysis identifying where orders fail to reach POS
- Cancellation and rejection monitoring with automated root cause analysis
- Sankey diagram visualizations showing order journey flows and bottlenecks
- API health monitoring for proactive system maintenance
Technical Architecture
- Data Integration: Kafka streams for real-time event processing, webhook APIs for supplementary data
- Event Tracking: Store toggles, item toggles, orders, cancellations, confirmations, POS delivery failures
- Visualization: Customizable dashboards, Sankey diagrams, multi-dimensional analytics
- User Management: Role-based permissions and personalized alert configurations
Business Impact
Enhanced platform reliability and customer satisfaction through proactive operations management across the global restaurant network.
Operational Efficiency
- Resolution Speed: Issue resolution time reduced from days to hours
- Proactive Management: Shift from reactive firefighting to predictive operations
- Stock Optimization: Area managers proactively understand inventory issues preventing lost sales
- Order Processing Reliability: Identified and resolved orders failing to reach POS systems
System Performance
- Platform Reliability: Enhanced uptime through proactive monitoring of order rejections and cancellations
- Visibility: Holistic order journey visibility with degradation point identification
- Scalability: User access management supporting continued international expansion
- Customer Satisfaction: Higher restaurant client retention through improved service reliability
Strategic Value
- Teams empowered to take timely action using customizable dashboards and advanced visualization
- Data-driven insights enabling strategic planning for inventory and operational optimization
- Multi-channel alert system ensuring critical issues reach the right stakeholders instantly
- Complete revenue capture through comprehensive order processing monitoring
