Background
Simbisa Brands is one of Africa’s largest quick service restaurant groups, operating flagship brands such as Pizza Inn, Chicken Inn, Creamy Inn, and Galito’s across multiple markets.
In Kenya and Ghana, the group manages high-volume, multi-outlet restaurant operations serving thousands of customers daily.
For a quick service restaurant group, delivery performance directly affects revenue because food quality depends on speed, customer retention depends on reliability, and store operations depend on predictable logistics.
As order volumes increased and home delivery demand grew, Simbisa needed tighter coordination across its rider network and better visibility into delivery performance. But manual dispatch and limited tracking made it difficult to maintain consistent service levels across outlets.
The company partnered with LETA to introduce structured route planning and real time delivery visibility across its Kenya and Ghana operations.
The Problem
Across both markets, delivery coordination relied heavily on manual processes. Riders were assigned based on availability or familiarity with certain areas rather than optimised delivery routes. This often resulted in longer travel times and inconsistent arrival windows.
When delays occurred, store teams relied on phone calls to locate riders and update customers. This created friction during peak hours and slowed down decision-making.
There was also limited consolidated reporting across outlets. Management lacked a clear view of average delivery times, mileage per order, and rider productivity across brands and cities. Without this data, improving performance meant reacting to complaints rather than proactively refining routes.
In the quick service restaurant environment, delays affect more than transport metrics. Late deliveries impact food temperature, which in turn affects customer satisfaction and repeat orders.
As volumes increased, the need for a more controlled system became clear.
The Solution
Simbisa implemented LETA’s delivery routing software across its Kenya and Ghana markets to centralise dispatch and introduce real time tracking into everyday operations.
Orders are now sequenced using automated route optimisation that factors in distance and traffic conditions. Riders follow structured delivery routes instead of manual assignments, which reduces unnecessary mileage and improves delivery consistency.
Store teams gained live visibility into rider movement through a central dashboard, while customers receive SMS updates during the delivery process. This improved transparency and reduced the number of inbound calls asking for order status updates.
Management can now review performance data across outlets, compare delivery times between locations, and identify routes that require adjustment. Because LETA operates as an asset-light platform, Simbisa improved delivery operations without increasing its rider fleet.
The Results
In key urban areas, Pizza Inn and other Simbisa brands began delivering within 20 minutes of order placement. Faster route sequencing reduced travel time and helped preserve food quality during transit.
Real time tracking improved coordination between stores and riders, which reduced confusion during peak periods. Customers received clearer delivery timelines, and complaints related to delays declined.
Mileage optimisation lowered fuel consumption and increased the number of deliveries completed per rider per shift. With structured routing in place, performance became more predictable across both Kenya and Ghana.
Delivery operations moved from reactive coordination to controlled execution, giving management clearer oversight across markets.
Why It Worked
The implementation succeeded because it addressed operational control and customer experience at the same time:
- Automated route optimisation designed for quick service restaurant logistics
- Real time delivery tracking for store teams and customers
- Performance benchmarking across outlets and cities
- Asset-light deployment with minimal disruption to existing workflows
LETA’s experience working with high-volume delivery environments in African cities ensured the system aligned with local traffic conditions and dense urban delivery patterns.
Lessons for Restaurant Operators in Africa
Quick service restaurant logistics in Africa requires reliable last mile execution. Delivery delays directly affect food quality and customer perception, which in turn affects revenue.
Simbisa recognised that manual dispatch cannot support multi-market growth at scale. By embedding delivery routing software into daily operations, the group improved delivery times, reduced operating costs, and strengthened service consistency across outlets.
For restaurant chains operating across African markets, routing technology is becoming part of core infrastructure. As brands expand into new cities and countries, centralised route optimisation and real time tracking provide the control required to maintain performance.
LETA continues to support restaurant operators across Africa with delivery routing software built to improve efficiency, protect customer experience, and scale alongside growing demand.