Consumer services first emerged when division of labor became commonplace and limited people's knowledge, creating a need for services to support products. Major developments include Alexander Graham Bell patenting the telephone in 1876, enabling remote customer support, and the rise of internet-based customer service tools starting in the 1980s. Zomato originated in India in 2008 and has since grown to provide restaurant listings and food delivery services to over 24 countries, reaching over 1.5 million restaurant listings and $2 billion in annual sales by 2020 through expanding its city coverage and acquiring competitors. While online food delivery remains unprofitable due to high costs, Zomato has pursued strategies like cloud kitchens and reducing discounts to eventually become profitable as the market continues growing

2. INDUSTRY: Consumer services
ORIGIN OF THIS INDUSTRY:
 Consumer services are the variety of services provided to
consumers of a product by the field that creates, markets, or
provides the product.
 Consumer services began to boom when division of labor became
commonplace. Being the assigning of different parts of a
manufacturing procedure or tasks to different people in order to
improve efficiency and productivity
 Division of labor limited the breadth of people's knowledge,
which in turn caused the need for services.

3. Some of the major history highlights of this industry :
 1876: Alexander Graham Bell patents the electric telephone. Customer service takes a
leap forward as customers can avoid having to travel long distances for product
information or to arrange for repairs.
 1980s: Database software, which would evolve into Customer Relationship
Management (CRM) software, evolves to be used in customer service.
 Early 1990s: People begin to use the Internet. You may have heard of it.
 1998: Live Person, now the largest live chat company, launches their service.
 Mid-2000s The rise of the online help desk.
 2009: OLARK creates the first live chat that stays on-page, eliminating the need for the
annoying "pop-out." Live chat brings back the immediacy of human interaction to the
internet.
 2017: The chat world becomes differentiated by Live messaging and Live chat and we
could finally order food online.

4. PESTEL ANALYSIS:
CONSUMER SERVICES INDUSTRY

5. ZOMATO ORIGIN AND EVOLUTION

6. BRAND PORTFOLIO

7. PESTEL ANALYSIS: ZOMATO

8. BUSINESS STRATEGY
 Financial strategy: To increase their fund and revenue
 Marketing strategy: To tap their customers from across the globe
 Growth strategy: To grow continuously and increase their
customers and page traffic
 Globalization strategy: To expand themselves across the whole
globe as a leading service provider

9. BUSINESS AFFILIATION

10. GROWTH (PAST 3 YEARS)
• India’s online food business segment reached as high as USD 750
million in 2017 to USD 1580 million in 2019
• Registered a YOY revenue growth of 150% (2018 and 2019) and
growing at an exceptional CAGR of approximately 140% since 2014.
• Zomato is the leader with sales revenue of approximately INR 3.33
billion, followed by Swiggy at INR 1.33 billion and Foodpanda at INR
0.62 billion as of 2018.
• With being present only in metropolitan cities in 2016 to currently
being set up in more than 500 cities and towns
• 15 million customers, 640 million annual orders, and $2-billion gross
merchandise value

11. PROFITABILITY(PAST 3 YEARS)
 Though there is huge potential for growth, large number of players are in
losses due to high maintenance costs, logistics, low commissions by
restaurants
 Zomato reported a loss of Rs 1,001 crore where as swiggy has a loss of 2363
crore till FY 2018
 On an average the losses mounted to a maximum of 5 times from the starting
the operations to till date.
 But investors has shown huge interest in investing in food delivery apps with
almost investing over USD 500 million .
 Many players are reducing discounts in order to become profitable
 Zomato and Swiggy are try to becoming more profitable by investing in cloud
kitchens and also reducing the burn rates.

12. PERFORMANCE
 Number of listed restaurants: in 2008 it was 4000 restaurants
which increase to 94000 in 2013, 384,100 in Q1 of 2015, and
currently 1.5 million in Q1 2020.
 Monthly visitors of Zomato increases to 24.65 million in 2019
which was 11 million in 2013 and 0.015 million in 2008.
 Yearly revenue of Zomato for FY19 was $206 mn compared to
$68 mn in 2018 ( ~ 3x growth)
 Spread in 24 countries across 10000+ cities worldwide.

13. COMPETITOR ANALYSIS AND BUSINESS MODEL

14. PORTER’S FIVE FORCES MODEL

15. REFERENCES
https://www.zomato.com/blog/annual-report-19
https://www.zomato.com/ncr
https://www.similarweb.com/website/zomato.com#overview
https://economictimes.indiatimes.com/small-biz/startups/newsbuzz/zomato-
logs-225-surge-in-revenue-in-first-half-of-
2019/articleshow/71398016.cms?from=mdr
https://en.wikipedia.org/wiki/Zomato#Acquisitions
https://craft.co/compare?companies=grubhub%2Cdunzo%2Cdeliveroo%2Cfoodp
anda-india%2Cswiggy%2Czomato
https://www.zomato.com/about
https://study.com/academy/lesson/service-industries-origin-and-
types.html#lesson
https://blog.olark.com/the-history-of-customer-service

16. THANK
YOU