Case Study

Transforming Q-Commerce: A Portuguese Retailer's Instant Delivery App

Discover how Create IT helped a top Portuguese retailer launch a custom instant delivery app with real-time tracking, loyalty card integration, dynamic delivery pricing, and full control over the Q-commerce experience, boosting sales and efficiency.
Case Studies
About the Project

In a retail landscape where speed, convenience, and seamless user experiences define customer expectations, one of Portugal’s leading brands took a bold step forward. The company, already present on Uber Eats and Glovo, sought to establish its own quick-commerce (Q-commerce) platform - an instant delivery app that would offer customers a faster, more controlled, and loyalty-driven shopping experience.

With the help of our team, a long-time technology partner, the retailer was able to build and launch a robust and scalable instant delivery app that enables customers to receive groceries and takeaway meals within 30 minutes while enjoying exclusive benefits such as loyalty card integration, personalized promotions, and complete order tracking.

This case study explores the challenges faced, the solutions implemented, and the key results achieved through this ambitious digital transformation initiative.

The Challenge

 

The retailer had already established partnerships with Uber Eats and Glovo to offer quick-commerce services. However, relying solely on third-party platforms presented limitations:

  • Lack of full control over the customer experience, promotions, and delivery logistics.
  • Inability to offer exclusive benefits such as loyalty card discounts, personalized promotions, and store-specific vouchers.
  • Limited visibility into order tracking and customer behavior, which restricted data-driven improvements.
  • Dependence on external pricing models, making it difficult to optimize costs and profitability.

To stay ahead in the competitive Q-commerce market, the retailer needed a custom-built solution that would provide end-to-end control over the delivery process while integrating seamlessly with its existing retail infrastructure.

That’s when they challenged our team to design and build a solution tailored to their vision.

"Launching their own delivery platform was a bold but necessary move,” explains Ana Salta, Developer at Create IT. “It allowed them to fully control the customer journey and align the experience with their brand’s promise."

 

The Solution

 

A cross-functional team from Create IT and other partners, built and deployed a scalable, high-performance instant delivery app that seamlessly integrates with the retailer’s ecosystem while offering unique value propositions that third-party services couldn’t match.

 

Modern technology stack

We built a solution using:

  • OutSystems: For a fast and efficient front-end and back-office application development.
  • Azure: Ensuring high scalability, security, and reliability through Azure Search AI for advanced product search and indexing, and SQL Server & PostgreSQL for structured data storage and optimized query performance.

 

Full Order Lifecycle Management

  • We centralized order processing through a custom Order Management System (OMS). - Create IT is highly involved in this development
  • Seamless integration with loyalty programs: Customers can use their loyalty cards, vouchers, and promotional discounts - a feature unavailable on Uber Eats and Glovo.
  • Automated invoice processing with compliance to tax regulations, reducing manual efforts.

 

Real-time order updates and improved UX

  • Customers receive real-time updates on order picking and substitutions, offering greater transparency and confidence in their purchase.
  • We developed a dedicated order tracking system that allows users to see exactly when their items are being packed and dispatched.

 

Smart delivery fee and promotions management

  • The system introduced dynamic delivery pricing based on distance, ensuring fair pricing for customers.
  • Customizable promo codes for delivery discounts, allowing for flexible marketing campaigns.

"Our architecture gave the client complete ownership of their delivery flow,” says Ana Salta. “It’s scalable, flexible, and ready to evolve with their business.".

 

 

The Results

Following a smooth deployment and customer rollout, the instant delivery app has significantly improved the retailer’s quick-commerce strategy, delivering measurable business benefits:

 

New business growth:

  • The retailer entered the Q-commerce segment independently, complementing its presence on Uber Eats and Glovo.
  • Quick-commerce sales have become increasingly significant, now accounting for 60% of the retailer’s total online orders, with services available in 250+ locations and continuing to expand.

 

Enhanced customer loyalty and user experience:

  • Customers now enjoy personalized shopping experiences, using loyalty cards and vouchers for exclusive savings.
  • Real-time updates on order processing reduce uncertainty and improve trust.

 

Operational efficiency and automation:

  • Reduction in manual processes: We eliminated issues related to manual invoice processing, cutting operational costs and improving accuracy.
  • Intelligent delivery fee calculation: The system now automatically adjusts delivery fees based on location, optimizing profitability.

The launch of this instant delivery app represents a major milestone for the retailer in Q-commerce innovation. By taking full control of its instant delivery service, the company enhanced customer loyalty through exclusive benefits, optimized delivery logistics for cost-efficiency and transparency, and expanded its footprint in the fast-growing quick-commerce market.

"The recognition this project received internally speaks volumes,” says Ana Salta. “It’s proof that innovation done right can reshape operations, boost loyalty, and make a real business impact. The ability to tailor the experience and optimize processes has changed the way our client approaches quick-commerce," concludes Ana Salta.

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