Poached Neighborhood Kitchen grows digital sales 57% and 5×’s app adoption

Poached Neighborhood Kitchen built its reputation on fresh ingredients, warm service, and a commitment to doing things the right way. They avoid third-party delivery marketplaces to preserve customer relationships — which makes their digital experience a vital extension of their brand.

But their previous provider, Incentivio, wasn’t keeping up. Customers complained about app performance, missing Apple and Google Pay options, and a checkout process that felt dated. Product updates were rare, and innovation had stalled. For a brand that prides itself on quality, it was time to find a technology partner with the same attention to detail they bring to every plate.

Since adopting Open, Poached has achieved:

• 57% increase in direct digital sales

• 5× mobile app adoption rate giving customers an incredible digital experience

• $20K in vendor savings by eliminating multiple redundant tools

A better experience, built fast

Poached partnered with Open to launch a fully redesigned digital ecosystem — a new mobile app, upgraded online ordering interface, and AI-powered marketing and support.

The new app and site are fast, intuitive, and beautifully branded. Guests can check out with Apple or Google Pay, reorder instantly, and see popular dishes highlighted for convenience. Behind the scenes, Open’s payments infrastructure improved approval rates, immediately boosting conversion.

The rollout was seamless: no downtime, no customer confusion, and minimal support tickets.

AI that runs marketing and support automatically

Open’s AI marketing assistant went to work from day one, using Poached’s existing contact list to automatically build and run personalized re-engagement campaigns. It created offers, wrote the messaging, and handled delivery across SMS and push — instantly reviving dormant customers.

At the same time, the AI support agent began answering questions directly inside the app and website, giving customers real-time responses without pulling staff away from the kitchen.

Proven results in weeks

Within the first few months, Poached saw a 57% increase in direct digital orders and 5× growth in app adoption — taking app sales from just 12% to 57% of total online revenue.

By consolidating tools and replacing manual workflows with AI, they also saved $20,000 per year in vendor costs and reduced operational load across the team.

A digital experience that matches their brand

Today, Poached Neighborhood Kitchen’s digital presence reflects the same craftsmanship and care that define their restaurant.

With Open, they have a platform that evolves as quickly as they do — one that delivers better performance, seamless ordering, and proactive engagement that keeps customers coming back.