Table of contents
99.3%
end-to-end success rate
96%
reduction in store downtime
74%
reduction in order cancellations
14.3%
increase in same-store delivery orders
147%
net revenue retention
$56K+
kiosk + direct orders sales over 2 months
About Skyline Chili
Skyline Chili has served its Cincinnati-style chili across roughly 130 locations for more than 75 years. As delivery demand grew, the chain needed its point-of-sale system, built on the Xenial/Genius platform, to talk to a growing list of delivery apps and online ordering channels. Its previous middleware provider couldn't keep the in-store and online menus in sync.
Manually inputting delivery orders was not only a huge drain on our staff’s time but also introduced errors that impacted our customers’ satisfaction.
Key requirements
- Reliable direct POS order injection
- Scalable menu management
- Support through Skyline’s ongoing POS migration
- Support for Skyline’s complex menu and modifier structure
- Reduced storefront downtime and cancelations
- Flexibility to introduce additional ordering experiences
Otter’s custom integration leads to reliability
Otter built a custom POS integration and menu-mapping layer for Skyline's Xenial/Genius environment, combining Menu Auto-Sync, Injection Retry Logic, and Customized Menu Translation Logic to keep menus aligned and orders flowing without manual entry.
The middleware foundation also provides flexibility as Skyline transitions corporate locations from Xenial/Genius to PAR Brink, while creating a path for additional Otter products and ordering experiences.
You guys have been extremely responsive and helpful with troubleshooting. We can’t tell you how much of a difference this has been from our experience with previous providers.
Free cost more
While migrating to PAR Brink POS, Skyline piloted PAR's direct ordering integration in place of Otter Middleware. They were offered the integration for free as part of their transition to PAR. However, roughly 10 days into testing, the business saw an estimated $4,000 decline in sales.
Skyline promptly returned to Otter. Otter worked directly with both Skyline and PAR to strengthen the integration around Skyline's specific requirements. The integration was rebuilt around performance and reliability, ultimately turning around a partnership that was on the brink into one that is now growing and expanding rapidly.
Operational Impact
The partnership was tested when Skyline evaluated moving from Otter to a direct middleware solution as part of its PAR transition.
Following challenges with the alternative rollout—including approximately $4,000 in lost sales over 10 days at one location—Skyline returned to Otter.
The relationship was rebuilt around performance, reliability, and partnership, ultimately turning around a partnership that was on the brink into one that is now growing and expanding rapidly.
Since then:
- Store downtime decreased 96%, from 1.05% to 0.05%
- Cancellations decreased 74%
- Gross Revenue Retention reached 100%
- Net Revenue Retention reached %
Bringing more reliable channels
That recovered trust opened the door to Otter Kiosk and Direct Orders, launched in June 2026. Over two months, the two channels generated $56K+ in sales across 3,915 orders with a 4.8% lift in average ticket size at pilot stores.
At Skyline's flagship pilot location, the Kiosk saved the day and kept taking orders through a 2–3 hour unexpected POS outage. This helped the restaurant maintain ordering operations during the disruption.
Skyline is now evaluating an expansion of Middleware, Kiosk, and Digital Menu Boards across its full ~130-location footprint.
For restaurants looking to optimize their delivery operations, Skyline Chili’s success story highlights the importance of choosing the right restaurant technology solutions to meet your business’s needs and goals. Otter is a leader in equipping restaurants worldwide with modern solutions that improve efficiency, streamline processes, and enhance the guest experience—one order at a time.
Book a demo to see how Otter’s all-in-one platform can help your restaurant thrive.