Swiggy has redefined food ordering and delivery in India. Started in August 2014, Swiggy was inspired by the thought of providing a complete food ordering and delivery solution from the best neighborhood restaurants. Tailored for the urban foodie, Swiggy has one of India’s largest delivery fleets to pick up orders from restaurants and deliver it to customers.
- Notifying the restaurant about the order
- Delivery process – Safeguarding customer privacy (number masking)
- Verify Cash on Delivery Orders
- Tech solution to hiring problems
Automated calls helped save on manual work. When an order is placed, the restaurant gets an automated call with the order notification. This automated call helps reduce delivery delays.
The delivery person calls the customer in a few instances – problems with finding the address, to inform the customer once they reach the location or if there are any unexpected delayed. While all of the above are legitimate circumstances, this also means sharing the customer’s phone number with the delivery agent. Number masking allows the agent to reach the customer over a call in case they need to without having access to their phone number.
A lot of our products and processes are built with the help of data. We use Exotel dashboards and data to understand more about different interactions in the system. We also get to keep track of how much we are spending on these interactions. For instance, by tracking calls, we have been able to reduce unnecessary calls happening between a delivery executive and a customer. The end goal is to use calls efficiently and only where necessary. We continue to work towards reducing unwanted interactions in the process.
Cash on delivery orders are always tricky. Sometimes, the orders are refused after a delivery agent shows up with the food. To avoid misuse on COD orders, Swiggy uses Exotel’s automated IVR calls to reconfirm the order with the customer.
When a COD order comes in, Swiggy places an automated IVR call via Exotel. Based on the IVR prompt, the customer is required to confirm the order by pressing the relevant key on his dial-pad.
This additional confirmation step helps weed out bogus orders.
Technology may not always seem like the first choice to solve problems in areas like hiring and marketing. But, at Exotel, we have seen how simple tech solutions can solve seemingly large problems with ease. And here are a couple of examples.
Hiring delivery personnel is a task that is not easy. It also is an ongoing activity for the Swiggy team. The demand for delivery personnel is always high. So, once they procure a list of potential candidates, an automated call with a few relevant questions is a simple way to assess interest levels before going forward.
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