Back End Work for Swiggy:

Swiggy was inspired by the thought of providing online food ordering and
delivery services with own fleet. As they have exclusive own fleet services, the
delivery of food or pickups is done easily. Swiggy guarantees its food delivery
will be within 35 minutes.

 After Consumer Placed the Order:

As soon as online food order is placed by the consumer, the order list is notified
to the restaurants through “Restaurant Partnership App” by Swiggy. Parallely
search of the driver, who is near to restaurant and customer are determined
through some specific algorithm.

Customer is given with the ETA (Estimated Time for arrival)

Delivery Time = Max (Assignment Delay + First Mile Time, Prep Time) + Last
Mile Time.

The delivery time is calculated based on the formula and is displayed to the
customer after the order is placed.

Time is calculated based on these data points:

1. Leveraging historical data: Swiggy, till date, has delivered millions of orders,
and has a lot of data around how long a delivery can take on a two-wheeler
from a particular Restaurant to a Customer.

2. Enhancing historical data with real time signals: Thanks to Swiggy’s

unparalleled hyperlocal density, we can leverage the travel time data of
Delivery Executives currently doing orders to make predictions.
Notification to restaurant:

To avoid any delays, Swiggy’s team reminds restaurant about new orders as
they come in. But manually calling and confirming every order with the
restaurant is not a scalable solution.

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.

Ordered Is being Prepared:

The Prep Time is driven by various factors:

1. Type of item:

2. Number of items:

3. Load at the Restaurant:

Assignment & Notification to Delivery Executive:

Swiggy’s ways to optimize the Delivery times and costs:

1. Just In Time Assignment (JIT): A way to minimize the time spent by the
Delivery Executive at the restaurant waiting for the food to be prepared.
2. Next Order Assignment (NOA): A way to minimize the time spent by the
Delivery Executive waiting to be assigned to the next order and increasing
the potential pool of Executives considered for an order.

3. Batching: A way to increase the efficiency of Delivery Executives by

delivering more than one order at a time.

Notifications are sent to some driver who is in nearer to restaurants and

consumers. The task will be assigned to the driver who accepts it and directions
to restaurants are notified.

Delivery process – Safeguarding customer privacy (number masking)

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.

Verify Cash on Delivery Orders

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.

 Order Is On The Way!

Now, your order is well packed and ready to move out. The driver who is
assigned to this trip takes the parcel with delivery address details such as
directions, navigations.
After the delivery agent for a flawless delivery, the driver has to navigate the
routes given, with fully equipped with a temperature and topple-proof
compartmentalized bag to ensure the food is hot or cold also fresh. The driver
arrival can be viewed through the map shown in the app.