In a world where operational challenges often overshadow the joy of running a restaurant or cloud kitchen, UrbanPiper, under the leadership of Ashish Saxena, President, is transforming complexity into simplicity through cutting-edge technology. Imagine managing orders from multiple platforms, syncing menus seamlessly, and efficiently handling inventory—no longer a juggling act but a well-coordinated symphony. This visionary approach is at the heart of UrbanPiper’s mission to revolutionize the food tech industry.
Founded in 2016 by Saurabh Gupta, Manav Gupta and Anirban Majumdar, UrbanPiper has quickly become the trusted backbone for over 45,000 restaurants across India and beyond. By offering a unified platform that integrates major food aggregators, POS systems, and delivery channels, UrbanPiper is redefining how food businesses operate in today’s fast-paced, tech-driven world. With real-time updates and streamlined processes, UrbanPiper empowers restaurants to focus on their core passion—delivering exceptional food experiences—while they handle the rest.
In this exclusive interview with Ashish Saxena, discover how UrbanPiper is reshaping the restaurant ecosystem, driving innovation in food tech, and paving the way for a future where technology seamlessly empowers food businesses to thrive.
BRL: UrbanPiper started with a small team and a bold vision. What sparked the idea behind its inception, and how has the journey transformed since its early days in 2016?
UrbanPiper began with a small team and a clear vision in 2014. The idea came from loyalty programs like Starbucks Rewards, which showed how simple tools could strengthen customer relationships. We aimed to bring this idea to Indian restaurants. However, working closely with restaurant owners, we realized their operational challenges were more urgent. So, we shifted our focus to solving these issues.
In 2016 we officially launched UrbanPiper to address these challenges with reliable and practical technology. Our first product, Meraki, allowed restaurants to build their branded websites and mobile apps for online orders, giving them complete control over their digital presence.
Meanwhile, the food delivery industry in India was increasing. Platforms like Zomato, Swiggy, Uber Eats, Foodpanda, and TinyOwl became customer favorites. However, these platforms brought operational complexities for restaurants. Managing menus, orders, and availability across multiple channels often caused errors, delays, and lost opportunities.
To tackle this, we created Hub, a product designed to streamline restaurant operations across delivery platforms. Restaurants could manage orders, update menus, and oversee workflows through one interface. Hub revolutionized restaurant management and remains a key part of our offerings today.
UrbanPiper has grown into a complete technology platform. It now offers POS systems, delivery integrations, inventory management, kitchen displays, kiosks, order reconciliation, and more. Over 45,000 restaurants across 30+ countries, including global brands like McDonald’s, KFC, Pizza Hut, and Subway, trust our platform.
BRL: When you founded UrbanPiper, what were the major pain points in the restaurant industry you aimed to solve, and how have these challenges evolved with the digital shift in the F&B sector?
In 2016, online food delivery was starting to grow. Platforms like Swiggy and Zomato were gaining popularity, but restaurants faced many challenges. They needed help managing multiple platforms, keeping menus accurate, delivering orders on time, and accessing basic reports. Any mistake in these areas led to canceled orders, hurting revenue and customer trust.
Today, food delivery has become a crucial part of restaurant businesses, accounting for a significant share of their revenue. Restaurants have also adopted advanced technologies to scale and optimize their operations. The industry has grown with more channels like kiosks, QR code ordering, and AI-powered voice assistants, bringing more complex operational demands.
At UrbanPiper, we’ve adapted to meet these changes. Initially, our Hub platform focused on simplifying integrations to manage orders and menus effortlessly. Now, we’ve expanded to offer advanced tools, including data analytics, real-time reporting, and AI-driven features like dynamic pricing. These tools help restaurants make smarter decisions, boost margins, and improve efficiency—essential in an industry with tight margins. As the food delivery ecosystem evolves, UrbanPiper continues to innovate and grow alongside it.
BRL: UrbanPiper has become synonymous with simplifying restaurant operations over the years. How has your core vision evolved to meet the changing demands of modern dining?
Initially, the aim was to streamline direct online ordering and integrate delivery platforms. The vision expanded to address these growing needs as delivery became central to dining.
Today’s dining experience demands efficiency, flexibility, and smooth service across dine-in, takeaway, and delivery channels. The vision now emphasizes solutions that simplify operations across all touchpoints. This ensures restaurants can grow while staying reliable and consistent. Advanced tools like analytics, order reconciliation, and inventory management are key in supporting restaurants in a technology-driven landscape.
BRL: In a competitive landscape of restaurant management solutions, what truly sets UrbanPiper apart? How do you maintain that edge?
UrbanPiper was created by people with firsthand experience in the restaurant industry, and that foundation drives everything we do. From the start, we have collaborated closely with the restaurant community—listening, learning, and adapting to their needs. This partnership with restaurateurs worldwide sets us apart. We are more than a technology provider; we are partners who understand the challenges of running a restaurant because we’ve been in their shoes.
Reliability remains our top priority. We know every order is important, so we ensure seamless operations with 99.99% API uptime. However, reliability alone isn’t enough. Our strength lies in the relationships we build. We work alongside our partners to develop solutions that simplify workflows, drive growth, and make life easier for restaurant operators.
Our flexibility also stands out. With integrations across 350+ POS systems and various delivery platforms, we empower restaurants to scale and adapt effortlessly. More importantly, we continue evolving with them, creating features and solutions that align with their everyday needs.
BRL: One of UrbanPiper’s highlights is seamless integration with delivery giants like Zomato and Swiggy. How does this synergy empower restaurants, and what unique benefits do your clients experience?
UrbanPiper simplifies restaurant operations by integrating with over 70 global delivery platforms and order fulfillment services. This integration helps restaurants seamlessly manage their growing channels, outlets, and delivery platforms. With proper tools, these operations can quickly become manageable. However, UrbanPiper solves this by offering a unified system that directly connects with a restaurant’s POS. Restaurants can efficiently manage menus, orders, and reports from a single platform, making operations smoother and more efficient.
Our collaboration with Zomato and Swiggy goes beyond integration. These leading platforms are our partners and investors who believe in our mission to revolutionize restaurant management. This close partnership benefits restaurants in unique ways. By working closely with Zomato and Swiggy, we introduce their latest tools to the market, often giving our restaurant partners early access. This collaboration helps restaurants stay ahead of the curve, improve their operations, and gain a competitive edge in the delivery ecosystem.
Today, UrbanPiper processes one in every five online food orders in India. This achievement highlights the trust we’ve earned from both restaurants and delivery platforms.
BRL: With the support of industry leaders like Swiggy, Zomato, and Tiger Global, how has this funding boosted UrbanPiper’s growth? Can you share key milestones or innovations enabled by this backing?
Partners like Swiggy, Zomato, Peak XV, and Tiger Global strongly believe in our vision. Their support has not only fueled our growth but also ensured we stay focused on meeting the needs of restaurants. This funding has driven our expansion to over 30 countries. One major milestone was acquiring Ordermark in 2023, strengthening our presence in the U.S. and Canada. It also allowed us to improve restaurant operations by simplifying processes and enhancing efficiency. We’ve added new features, improved the platform, and met the growing demands of the industry.
BRL: Technology and innovation are at the core of UrbanPiper. How do you use advanced tools to keep your platform ahead of the competition?
Our goal is to help restaurant partners grow by solving practical challenges. For example, we recently launched Periscope, a tool that shows restaurants how customers view their digital storefronts on delivery platforms. It ensures that menus, stock details, and other information are accurate in real time. Managing these has been time-consuming and error-prone, often causing order cancellations and revenue loss. With Periscope, this process becomes faster, more reliable, and nearly error-free. It’s already making a difference for restaurants.
In addition, AI-powered tools like dynamic pricing help restaurants boost margins and adapt to changing demand. Analytics also go beyond data, providing actionable insights that improve decision-making and streamline operations.
Achieving this requires significant investment. We hire top product and engineering talent to stay ahead. However, our edge lies in collaborating closely with restaurants. Their feedback and challenges guide our platform’s evolution. This partnership drives us to create tech solutions that truly matter.
BRL: UrbanPiper promises 99.99% API uptime. What goes into maintaining this level of reliability, and how does it directly impact your clients’ operations and customer satisfaction?
For restaurants, even a few minutes of downtime leads to canceled orders, lost revenue, and unhappy customers. Reliability isn’t just important—it’s essential. Restaurants operate 24/7 worldwide, so our systems must work flawlessly every day of the year.
To ensure this, we take a deliberate and careful approach. We partner only with trusted providers and integrate using official APIs. While this approach requires more time and resources than unofficial shortcuts, we prioritize reliability to meet and exceed our partners’ expectations.
Global brands like McDonald’s, KFC, Pizza Hut, and over 45,000 restaurants worldwide trust us because we deliver uncompromising quality. We’ve built a robust foundation to handle massive scale, featuring real-time monitoring, quick response systems, and proactive issue management. This ensures seamless operations, even during intense pressure. Restaurants face their toughest challenges during peak times—not on regular days. Order volumes surge dramatically on occasions like New Year’s Eve, Diwali, or Mother’s Day. In these critical moments, our systems stand out. They handle demand spikes effortlessly, delivering consistent performance without faltering.
Behind this success is an incredible team that works tirelessly to anticipate and resolve issues before they occur. Their efforts ensure reliability when it matters most. This isn’t just about keeping systems running—it’s about earning and maintaining trust. That’s why we invest in long-term solutions, even if they require more time and effort.
BRL: With the rise of AI and automation in the F&B sector, how is UrbanPiper leveraging these technologies to create more innovative, efficient solutions for restaurant partners?
UrbanPiper focuses on automation to streamline restaurant operations and reduce manual tasks. This approach lets restaurants prioritize customer service. Our tools simplify processes, ensuring efficiency while helping partners grow. Restaurants now rely on AI to identify problems, suggest solutions, and adapt faster. Dynamic pricing allows restaurants to adjust prices in real time, improving margins and seamlessly meeting demand. We are actively building tools to support these advancements.
Additionally, AI is changing customer interactions with restaurants. Features like voice ordering and chat-based systems make ordering faster and easier. As customer habits shift, UrbanPiper enables restaurants to adopt these technologies effortlessly.
BRL: What role does data analytics play in UrbanPiper’s platform, and how do your tools enable restaurants to make more informed, data-driven decisions?
UrbanPiper uses data analytics to help restaurants optimize operations. The platform delivers insights on key metrics like order trends, menu performance, and bottlenecks. With this data, restaurants can adjust inventory, refine menus, and align staffing to peak order times. Our tools simplify access to actionable insights, enabling more intelligent decisions. By providing these analytics, we help restaurants stay efficient and data-driven.
BRL: As cloud kitchens continue to rise, how does UrbanPiper cater to their unique needs compared to traditional brick-and-mortar restaurants?
Cloud kitchens face unique challenges, managing multiple brands, menus, and delivery platforms across locations. This requires precision and coordination at scale, which is why the model is increasing worldwide. UrbanPiper’s platform is tailor-made for cloud kitchens. Industry leaders like Rebel Foods, Curefoods, and Lean Kitchen Network trust us to streamline operations. From managing dynamic menus to ensuring seamless order flow and simplifying analytics, our tools handle every aspect efficiently.
Our ability to manage complexity while ensuring reliability and flexibility sets us apart. For businesses juggling many moving parts, UrbanPiper adds value by simplifying and enhancing operations.
