UBER EATS
Migrating Postmates Merchants to Uber Eats Post Acquisition
Migrated 100% of Postmates merchant accounts to Uber Eats by Q2 with 94% OTR reliability and minimal disruption to operations or partner trust.
Account Migration
Systems Integration
Client Success
Cross Functional
Change Management
Customer Support
Data Analysis
100%
Accounts Migrated
Role: Client Success Specialist
Team: Eats US&C
Timeframe: Q1 2022 - Q2 2022
Scope: US & Canada Legacy Merchants
Partners: AM's, Legal, PEng, Financial Risk Management
100%
Accounts Migrated
94%
OTR Reliability
70%
On Eats Pricing Structure
OVERVIEW
Following Uber's acquisition of Postmates, we faced major challenges integrating two systems and migrating merchants from the Postmates platform to Uber Eats without disrupting their operations or compromising their satisfaction. This case study focuses on the cross functional collaboration and system integration required to successfully migrate thousands of accounts.
CONTEXT
Problem Statement
Uber needed to migrate thousands of Postmates merchant accounts to Uber Eats without disrupting operations, losing merchant trust, or compromising order reliability while building internal scalable systems to support future partner migrations.
My Role
I was responsible for partnering cross functionally with teams to transition account data and ensure merchant readiness, reduce time to activation, and enable 100% of accounts to successfully use the Eats platform.
Project Goals
Primary
-
Migrate 100% of Postmate's accounts to Uber Eats with no disruption to merchant operations or order reliability
Secondary
-
Correct account data gaps and ensure compatibility with Uber's systems
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Reduce time to activation per account through scalable tooling
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Standardize pricing, billing, and zoning for all migrated merchants
RESEARCH
Architecture Audit
Audited Postmates merchant structure and current onboarding workflow and pain points to assess compatibility with Uber's systems.
System Gap Analysis
Identified API gaps, outdated hierarchies, service area mismatches, unscalable workflows, fragmented tools, and inconsistent data practices across the two platforms.
Client Awareness and Involvement
Defined each partner's current level of involvement with managing their account data and activation process, as well as their comfort with onboarding tools and dashboards.
Billing Practices and Contracts
Reviewed standard pricing structures and incentives available to Postmates merchants via their contracts and identified non supported promotions and pricing structures.
Monitoring and Testing
Identified testing procedures and test account creation to validate migrated data, prepare for the first cohort, and ensure no service disruptions at launch.
Metrics for Success
-
% increase in OTR
-
% accounts onboarded to Eats
-
% decrease in support tickets
CHALLENGES
Merchant Communication and Trust
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When courier issues or API integrations arose, merchants were unaware of the backend work required for a fix
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Communications shared with merchants about new processes led to confusion and decreased merchant trust
Billing and Pricing
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Uber's pricing implementation tooling did not support the same tiered and variable pricing structures that Postmates did
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Merchants were contractually signed to specific pricing, giving Uber low flexibility on changes without proper documentation updates
Systems and Data
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No centralized system to track migration progress or enforce best practices
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Postmates zoning and serviceability areas included plots that Eats tagged as non serviceable
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Zone names and defined areas did not match or had overlap between platforms
Org and Process
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Building new processes and integrating with the Postmates Legacy Team created unclear delegation of responsibilities
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Loss of information during communication handoffs between teams slowed execution
APPROACH
Phase 1: Data Migration and Systems Alignment
Audited and corrected account data across both platforms, resolved API and zoning gaps with Engineering, and created test cohorts to validate data integrity before full migration. Built centralized tracking to monitor migration progress and enforce data standards.
Phase 2: Onboarding Optimization and Merchant Experience
Streamlined the activation workflow to reduce time to launch per account. Coordinated with AMs to communicate clearly with merchants, address billing and pricing concerns, and support contract updates for non-compliant pricing. Created merchant facing resources to reduce confusion and inbound support volume.
Bulk Tooling with Engineering
Co designed and launched bulk migration tooling with Engineering that enabled faster data transfers with built in validation checks, reducing manual error and supporting scalable changes to legacy Postmates accounts.
RESULTS
Migrated 100% of Postmates accounts by Q2 with minimal disruption to business and partners
94% OTR reliability for migrated accounts, confirming courier dispatching logic, segmentation, and system integrations were accurate
70% of merchants moved onto supported pricing through contract updates and alignment with AMs on new terms
Backfilled data and integrated multiple systems enabling accurate tracking of merchant data and reduced time to onboard
Bulk tooling built with Engineering enabled faster data migrations with more checks in place, reducing manual error and supporting future scalable migrations