Chef on Call, a Canada-based quick-service delivery restaurant, that specializes in home-style comfort food, is a Food On Demand Outstanding Operator.
Prashant Patel, a partner at Chef on Call’s corporate team, vividly remembers when he first discovered the brand as a customer. Back in 2009, during his college days, he was working at a hotel in Montreal and looking for something to eat late at night. The receptionist suggested Chef on Call.
“I thought she was kidding,” said Patel. This was long before the rise of third-party delivery services, when pizza and Chinese food were usually the only options.
“When I saw the menu, it had burgers, fries, and milkshakes. It was 2 a.m., and within 15-20 minutes, I had it delivered. It was hot, piping fresh, and I thought, ‘Ontario needs this.’”
Prashant joined the team in 2017 when the brand was looking to grow from its first location in Montreal. By 2018, the brand opened in Waterloo, Ontario, and in 2022, expanded to London, Ontario.
Ahead of the game
By getting in ahead of the third-party delivery boom, Chef on Call’s founders adapted early on to the realization that success in delivery takes more than just a good menu. It takes systems and operations specifically designed to address the unique challenges of getting food to customers off-premises and fast.
“You’ve seen at other chains where delivery drivers are waiting in line, yelling … We don’t have that because we engineered it differently, from day one,” said Patel.
Locations are built with a separate entrance for delivery drivers, and the brand uses its own driver fleet. This allows them to maintain better control over timing, and food quality. All drivers are equipped with hot and cold bags to keep food at the right temperature.
Although they’re now partnered with DoorDash and Uber Eats for marketplace ordering, Chef on Call still handles its own deliveries.
“This saves us commissions and saves customers on fees … We call it ‘store-to-door.’ When you order from us, you don’t have to worry about the driver picking up another order on the way,” said Patel.
While they do offer in-store dining, speed remains a key focus. “We’ve engineered everything so most menu items are built in under 10 minutes. Our stores can handle up to 100 orders per hour.”
Omnichannel ordering and tech
Captain AI provides software that helps restaurants automate the entire delivery process, from the kitchen to the customer. The system automates dispatch decisions, optimizes delivery routes, and allows Chef On Call’s app to show customers the status of their order and track the driver’s location. It also provides valuable back-end data through the manager portal.
Chef on Call’s mobile app, which launched in 2014, is central to its delivery operations, with over 90,000 downloads. The app features a gamified loyalty system that rewards customers with “Chef Coins” for every purchase. As customers collect more coins, their rank increases, earning them even more coins per purchase. For example, one Chef Coin is equivalent to $1 off an order.
Customers can place orders via the website, by telephone, and even pay with cash for deliveries.
Expanding and adapting
The brand has been closely watching the developments in automation and robotics, but Patel notes that it’s not quite there yet.
“It’s not too big in Canada yet because of the weather, but with labor and delivery pricing going up, it’s definitely something we’re keeping an eye on,” he added.
Catering is also a big part of Chef on Call’s business. The brand has a strong connection with university students.
“Our partners were fresh out of college when they started the business in their apartment with just a flip phone and taking 100 orders a night. It was absolutely crazy. That’s when they knew they needed an actual store,” said Patel.
Today, Chef on Call continues to have strong ties to the university market, with many of their customers being late-night students—whether studying or partying—looking for a quick meal. The brand even accepts meal plan cards from universities.
The brand is now focusing on expansion with its new franchisee program.
“We’re looking forward to our franchise journey growth, and bringing this across Canada and hopefully one day to the U.S.”
The Outstanding Operators Program highlights 20 innovative brands taking creative paths to success with all things off-premises. Each winner receives a $1,000 charitable donation to its organization of choice and will be recognized on-stage at the 2025 Food On Demand Conference. Register today!
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