5. •Online restaurant
search and discovery
service
• Website founded in
2008 by Deepinder
Goyal and Pankaj
Chadda
• Formerly known as
foodiebay.com until
2010. Renamed to
Zomato as the earlier
name contained ebay in
it
History of Zomato
10. Challenges @ ZOMATO
Scarcity of Sufficient number of
Restaurants on Zomato Platform are rejecting Food
Delivery Orders.
Riders Captive
Delivery fleet required for efficient delivery.
12. Salary and Incentive Plan
consumer
No. of Delivery Incentives = ex. Target of 18 delivery in a day
If 11 delivery …………….. Rs. 100 extra incentive
12 delivery ………..Rs. 250 extra incentive
18 Delivery ………Rs. 500 extra incentive
Permanent Rider (Pay Roll) : 10 Hrs Log in per week irrespective of
order received or not ……………………..Rs. 2,500
Incentive Rs. 20 per order + Rs. 5 on rating basis by
13.
14. •
previously because the fleet size has
Zomato earn about Rs 4,500 per 60-hour week in cities like Mumbai.
increased.
“The switching costs for delivery boys across food delivery platforms are
fairly low, unlike ride hailing. With Zomato vying for leadership across
multiple markets, the high salaries at present can turn viable as utilization
will increase with penetration,” said UjjwalChaudhry, engagement
•
manager at Red-Seer Consulting.
Orders delivered per executive have slipped to12-15 a day from 18-20
Result
15.
16. Problems
Order rejection by the
Show a disclaimer over on
•
•
•
200 thousand online
orders to be placed in
India every day.
restaurants was a very
poor experience for all
three parties. The
already hungry customer
not only lost on the food,
but also on time. They
were then hungry AND
frustrated. The
restaurant and Zomato
lost not only the
business but also the
trust of the customer.
Solution
Previously taking the restaurant
offline for a certain time, so that
they get no new orders
the customer app.
Item out of stock
Increased delivery time
disclaimer on customer
app
•
•
Challenge 2 : Restaurant partners
Rejecting Food Delivery Orders @ Zomato
18.
deliveries.
With in One week ZOMATO was able to bring rejections
down by approximately one percent.
Decrease in chatter on the customer support’s
“Delayed Order” channel was attributed to increase in
timely
22. SUMMARIZING BESTPRACTICES
PUTCUSTOMERS GET PERSONAL
FIRST
• Product team
overpowers
•Focus in
website on
products than
on
advertisements
WITH FEEDBACK
• Real Person
write back
• Not sticking to
the automated
mail culture
CUSTOMER
SERVICE ASCORE
STRENGTH
•Best people
manningthe
queries
•Understanding
the business
intelligence
behind
customer
service
BE EMOTIONAL
•Customers will
only care for
product if youdo
•Changed product
tagline from
“India’s #1 online
restaurant guide”
to “Discovermore
places to eat
around you”.
