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Introduction:
 Swiggy is a leading food ordering and delivery startup in India. The company started
operations in 2014 and is headquartered in Bengaluru.
 Swiggy works by acting as a bridge between customers and restaurants.
 It utilizes an innovative technology platform that allows customers to order food from
nearby restaurants and get it delivered at their doorstep.
 With Swiggy, customers do not have to keep the contact numbers of various restaurants
and eateries in their locality.
 Swiggy works as a single point of contact for ordering food from all restaurants that may
be there at a particular location.
 Swiggy has its own team of delivery professionals who pickup orders from restaurants and
deliver it at the customer’s doorstep. This has made the task of ordering food a lot easier
for customers.
 Restaurants also gain by getting more orders and avoiding costs and efforts associated with
maintaining their own delivery personnel.

History:
 Nandan Reddy (29) and Sriharsha Majety (31,) both alumni of Birla Institute of
Technology and Science (BITS) Pilani, are second time lucky entrepreneurs.

 Back in the year 2014, they worked together on their first startup venture, Bundl, a logistics
aggregator which connected small and medium companies to courier service providers.

 The business started off fine. However, after almost a year into it, they realised their focus
needed to change from the courier service field to the food industry.

 In the year of working with like minded people.

 Nandan and Sriharsha realised there was a strong need for an online hyperlocal logistics
company in the restaurant industry.

 By 14 August, the duo made their dream into a reality by rolling out Swiggy, the country’s
first online food ordering platform.

 They roped in Rahul Janimini, an IIT Kharagpur alumni, to do coding work for the
platform.

 Back in 2014, Swiggy was founded in an office space in Koramangala, Bangalore.

 One neighbourhood, six delivery executives and 25 partner restaurants is what Swiggy
started off with in the beginning. Almost four years into the field, Swiggy now has a major
presence in Delhi, Mumbai, Pune, Bangalore, Hyderabad, Chennai and Kolkata.

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  Not just that, they are partnered with 12,000 restaurants and over 13,000 delivery
executives.

 When it comes to food and ordering food, India is a young country with a lot of
untapped potential.

 As a customer centric company, Swiggy as an online platform is entirely dedicated to

improving the process and experience of food order and delivery.

 Since its inception, Swiggy has rapidly grown to become a leader in the Indian food
delivery sector by consistently shrinking delivery timelines and improving customer
experience.

 From the time of its inception, this online platform has raised large sums of money which
more than proves Swiggy’s worth as a food ordering platform.

 Starting from discovery through visual menus, massive reduction in delivery time and no
minimum order, Swiggy has become the highest used online platform.

 With over 12,000 restaurants in their roster, industry best average delivery time of 37
minutes and reduced overhead costs, Swiggy has positioned itself at the top of this field.

 To make sure they are here for the long run, Swiggy has launched a host of exciting features
like Swiggy Pop, Swiggy Access and Swiggy Schedule.

 With constant developments in their technology, Swiggy has made sure it has secured the
number one position in the country in relation to the online food ordering food.

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 About the Founders:

 Swiggy was founded by Sriharsha Majety, Nandan Reddy, and Rahul Jaimini.
 Sriharsha Majety is an alumnus of Indian Institute of Management, Calcutta and he
currently serves as the Chief Executive Officer (CEO) at Swiggy.
 Co-founder Nandan Reddy is an alumnus of Birla Institute of Technology and Science and
he heads operations at Swiggy.
 He had earlier worked at Galla, Zurna, IDinsight, and Intellecap. Co-founder Rahul Jaimini
is an alumnus of Indian Institute of Technology, Kharagpur and he is the Chief Technical
Officer at Swiggy.
 Prior to Swiggy, he had worked at Myntra and NetApp.

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 How does it work?

 Customer opens the app, chooses one or more item(s) from your restaurant, and places the
order.
 You accept the order on the Swiggy Partner app.
 A Swiggy delivery executive will be assigned to your restaurant for this order.
 You prepare the items requested by the customer
 Delivery Executive will arrive at your restaurant and will collect the order.
 Customer will track the progress on their app.
 Delivery Executive will deliver the order to the customer at their doorstep.

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 Comparison between swiggy and foodpanda:-

Swiggy Foodpanda

Description Swiggy is an early stage on- Foodpanda is one stop destination

demand food delivery startup for ordering a scrumptions meal at
delighting customers in your door.
banglore.

Purpose Biggest focus: “foodpanda”

“never let our customers stay Your one shop stop fordelicious
hungry” food”

Principle product Online and mobile platform –
open market place that enables
online ordering from nearby
restaurants & picks up and
delivers.
Online and mobile platform to
discover and order from nearby
restaurants.

Pre-odering facility No pre-ordering facility Pre-ordering facility available.

available. All deliveries done
on demand.

Delivery duration 35-45 minutes (delivery fee is 45-60 min

fully waived if it takes longer)

Delivery charges Standard delivery charges Determined by restaurants

(40rs-70rs depending on the individually .delivery cost for
distance/restaurant ordered each restaurant mentioned in the
from) website.

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 Features :

1. Search and Menus:

 The first and foremost thing, for any on-demand food delivery startup, it is essential to take

the first step to collect and display the right data only.

 In this way, you can provide your users right information about the particular restaurants

and cuisines.

 Now, the question is – how can you provide all the necessary information about the

localized restaurants, addresses, and menus? So that, your users can easily place the order

within the local food delivery app.

 Fortunately, for all startups and entrepreneurs, who are looking food ordering and delivery

solution, there are GrubHub’s API and Foursquare’s API.

 Technologies We Use:

o GrubHub’s API

o FourSquare’s API

 The GrubHub’s semi-public API is used to get back the entire information related to the

menu of the restaurants from the databases, and it can be 10,000+ restaurants.

 On the other side, FourSquare’s API connects customers with restaurant listings.

 However, this technology – FourSquare is used by Postmates food delivery app.

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2. Secure Payment Integration:

 Another must-have feature is ‘in-app payments’.

 You must notice that it is pretty hard to find an app that does not have an in-app payment

option.

 Technologies We Use:

 For developing an on-demand app with secure payment integration, our mobile app

developers use:

o Stripe

o Braintree

o PayPal

o Square’s API

3. Accurate Time of Food Delivery:

 It would be great if you can provide your users with an accurate time of food delivery.

 Because nobody would like to wait. Therefore, in order to cut this, our restaurant mobile

app developers make use of ‘machine learning algorithm.

 Machine learning algorithm includes many factors such as delivery location, order volume,

and availability of drivers.

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4. GPS Tracking:

 Planning to build online food delivery system, it is pivotal to aware of the integration of

GPS tracking.

 From determining user’s location to check driver’s real-time location, we have mentioned

technologies for GPS tracking that we used while creating on-demand food delivery app:

 To determine app user’s location:

o Core Location Framework (for iOS)

o Google’s Places API (for Android)

 For providing driving directions:

o MapKit (for iOS)

o Google Maps API (for Android)

5. Ratings and Reviews:

 The concept of feedback plays an important role when it comes to providing excellent

customer services as well as to grow your business after knowing your customers’ genuine

feedback.

 However, behind the app under the tag of food ordering and delivery solution, there are

many factors as It includes restaurants and delivery persons. Therefore, you would not let

your service down due to some issues like bad taste or late delivery of food because of

freelance delivery drivers.

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  That’s why, it is important to provide your app users with the feature, which is usually

named as ‘ratings and reviews’.

 In addition to this, within the app, you can also provide your users to rate individual chefs

and their dishes.

Benefits of swiggy:

1. Marketing : Gone are those age old days when restaurants distributed flyers through
newspapers offering free delivery. The increasing need for marketing (especially the
new restaurants) is handled by Swiggy.
2. Discovery: Swiggy helps customers discover new restaurants. Be it the Dominoes Pizza
or a new pizza place in town, both are listed on the platform and the orders hit the one
with better ratings.
3. Kitchen Optimization: The dine in space in any restaurant is limited. For restaurants
which are settled, deliveries come in as additional revenue. For others, its again
marketing + discovery.
4. Scaling: Most times a restaurant can’t afford a person to sit at the phone desk to take
order calls, write down the order on a piece of paper among the crowded noise and
package the food to send it to the customer. And who knows, the customer might straight
away reject the order. Delivery is time consuming with additional 3–4 calls regarding
the address. Swiggy solves all the problems.

Disadvantages of swiggy:

1. Addiction, to eat something new on a dily basis

2. Waste of money
3. You become lazier day by day to cook at home
4. WeigAht gain (like way too much)
5. You will lose taste for normal home made food
6. Spending a minimum of 30 mins just going through every restaurant, dishes, pictures
7. You will have to wait for like an hour for the food to be delivered

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 8. Food poisoning if the restaurant is bad. You never really know how the restaurant’s
actual hygiene condition is when you are ordering via apps.
9.Food may not be good as it appears to be in food ordering app.

Swiggy Journey:
 Swiggy began its Journey from Bengaluru with six delivery executives and 25 restaurants
on its platform. In the time of 3 years, it has scaled up with over 6,000 delivery executives
across India in more than 8 cities like Delhi-NCR, Mumbai, Bengaluru, Hyderabad,
Chennai, Kolkata, and Pune.

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 Swiggy Business Model:
Swiggy has two major revenue streams.

1. The major part of Swiggy’s revenue from commission it collects from restaurants for
lead generation and for serving as a delivery partner.

2. Swiggy also charges a nominal delivery fee from customers on orders below a threshold
value which 200 rupees for most cities.

Swiggy Funding:
 Swiggy is backed by one of best investors available in the market.

 Swiggy has raised a total of 75.5 million dollars in funding from various investors,
including Bessemer Venture Partners, Norwest Venture, Accel Partners, SAIF Partners,
Harmony Venture Partners, RB Investments and Apoletto.

Swiggy Competitors:
 Indian food delivery market is valued at 15 billion dollars and set for an exponential
growth. Food delivery has become a very competitive market in India.

 Swiggy is in direct competition with major on-demand food aggregators like Zomato.

 Where as there are other small startups like Foodpanda and Faasos also in the competition.

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  Now that Uber has finally released its food delivery app UberEATS in Mumbai and Google
has launched its hyperlocal services and meal delivery app Areo in Bangalore and Mumbai.

 The competition is getting tougher for Swiggy. Swiggy is aiming to maintain its market
share by keeping their maximum focus on 8 major cities which are Mumbai, Pune,
Bangalore, Hyderabad, Chennai, Delhi, Gurgaon, and Kolkata

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 Swiggy Marketing Strategies:
 Swiggy’s marketing strategy consists of both online and offline marketing campaigns.It
promotes its campaigns via Facebook, Twitter, Youtube, Pinterest, and Instagram.

 Some of its campaigns include Secondtomom,#DiwaliGhayAayi, #SingwithSwiggy

and Know your food series of pictures and food walks in a local area.

 The company has successfully built its brand awareness and connects with its audience
through these channels.

 Their facebook page is quite active with regular updates, averaging to one post a day.

 Swiggy uses its Social media not only for campaigning but to engage with its customers
from solving the greviences to taking the feedback.

Reviews of swiggy customers:



rs021507
India

Worst Customer Support (order No: 1189223189)

I had Placed An order on 17th May 2019 which was delivered a manner that I had to throw a food.
the issue was highlighted at the same moment on Swiggy app but no one was availabe at 12: 30
pm and someone came on that chat at 2nd in the night just to tell me that he is clossing my issue
as I am not available, why on earth do you expect me to be available at 2nd in the night . I wrote a
mail 28th May the very nexy day and received an automated reply that someone to wake up at
swiggy office and help me in my issue , best part about swiggy is which I too got to know now is
that you cannot connect to any of their customer care number if you do not active.

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 

rahulnekst01
Chandigarh University India
Domino's Pizza Delivery
In Coimbatore I ordered the pizza, they make sure that the order will arrive in 30 minutes but the
delivery was a bit late it take 42 minutes to reach. So the timing is little bit have to improve. The
quality of food means the packing, freshness and hotness of food is very good is like we are eating
in the restaurant. The behaviour of the delivery boy was very good as he was sorry for being late.
But he delivered the food to my hotel room , I have to go to ground floor to receive it. Overall the
performance is good. I rate it 3.5 out of 5 star.

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 abinsheen
Erattupetta India
Good services as far as i used
I am from kerala , when I was in kochi for a job related work, I used swiggy for almost for 10 days
as daily food deliver . I bought food 3 times a day even 4 times in some days . It was a smooth
exprience with them . Their delivery was speedy enough . It took less than 45 min to deliver food
to my room . It is quicker then if I could have bought my self going shop . Food was also tasty and
was packed pretty good . the delivery boy was also a good guy

Over all good exprience with swiggy : D

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 jatins9140
Sultanpur India
Worst Customer Support ( order No : 1188228931)
I had placed on order on 16 january 2019 which was delivered in a manner that I had to throw that
food. the issue was highlated at the same moment swiggy app but no one was avaiable at 1: 40 pm
and someone came on that chat at 2 in the night just to tell me that he is clossing my issue as I am
not a avaiable.

best part of swiggy is which I got to know that you cannot connectto any of there customer care
number if you do not have an active member

akhileshnautiyal11
Dehra Dun, India India
Misbehaving of delivery boy
Very bad behavior of delivery boy he threatened me an abused me and swiggy itself canceled my
order and he was misbehaving me and asking me to cancel that order and he asked my number he
called me by swiggy app and then called me on my number its very bad of this type of behavior
from swiggy

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 rinky27rinky
- India
Swiggy: Good Service
Yummm! Swiggy is really good at its work & promotion. However, delivery time taken is quite
more than zomato. But, delivery boy gives the food at place, no matter where the destination is.

I personally love its service : )

Especially, the offers or promo codes which makes the food reasonable. Every one can afford it &
if not that can once try. It even gives on time status or running status of where your meal is, that's
really helpful. And the food comes well packed & warm, as it is freshly cooked. Moreover, when
I have any query I can contact or chat with Swiggy, so no need to worry on any matter.

Must try it, I mean having your favorite meal from your favorite restaurant at your doorstep.

I ordered various items & found it all good. For me it is like "NO COOKING JANUARY"; )

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 dhiraj123
delhi india
Very unprofessional
Not at all good delivery. I ordered two items, one of them was wrong.they urgently sent the
replacement but still my guest were gone and very badly I wasted my time to complain. I think
people must check first about what are they going to deliver and then proceed for it.
How can I post a copy of bill to show my order

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 PROBLEMS:

1) Confusing or Complicated Menu :

When hungry customers visit your site to order food online, they don’t want to spend extra time
navigating through your complicated online menu. A menu that doesn’t allow your customers to
easily modify or add their food selection can be irritating for them and they might visit a more user
friendly website.

2) Server Capabilities :
It’s necessary for restaurants to have an infrastructure in place to handle bulk online food orders.
In case, you run a well-planned marketing campaign to boost sales, it can result in high traffic on
the site. If your server is not capable enough to handle high traffic, your site might crash and you’ll
lose customers to your competitors.

3) Timeliness :
An online food order has to pass through various phases such as a pointof-sale program, food
preparation phase, and food delivery etc. The employee responsible for delivery might take more
time to deliver an order due to other deliveries or priorities. In a case like this, your customer
might have to wait for a longer period of time. The more the customer has to wait, the more the
chances of customers returning to your website.

4) Accessibility :
In today’s time, where everyone prefers to use their smartphones to do their daily tasks, integrating
an online ordering system that isn’t mobile friendly can be a real problem for your customers.

5) Online Payment and subsequent delay in refund :

Suppose you are ordering from Dominos, and you decide to pay online (net-banking or
credit/debit card) just to save you from the hassle of exchanging cash. Now the delivery guy is late
(post the promised 30 minute time slot), you ask the delivery guy for refund. He calls up his
manager, and agrees for refund. But since, you paid online, your refund gets processed in a week.
Sometimes, the zomato’s people deliberately don’t initiate refund and you have to keep nagging
them so as to do it.

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6) Scam by food ordering apps such as FoodPanda :
So you decide to order food through Foodpanda or any other equivalent, there is a huge list of
restaurants to choose from. There is this favorite restaurant of yours XYZ, which you place an
order from. Soon after placing the order you realise that the place had shut down a month ago.
Then, how come it was still live on Foodpanda? The order had gone through. Foodpanda had
accepted it. You wonder and keep thinking, After about 10 minutes, you receive a call from the
Foodpanda call centre. The guy at the other end was apologetic: “I am sorry, sir, but your order
cannot be processed because of a technical issue.” You sit there confused, wondering what to do
next. Then he comes up with the savior remedy- “We are extremely sorry. You can place an order
from any other restaurant. Your order was worth Rs.300 and we are offering you a free voucher of
Rs.300.”
As hungry and bewildered as you are, you have no choice but to comply. There are two ways of
looking at the incident. One, the folks at Foodpanda had no clue that the restaurant had shut down,
which is why the order went through. Two, the folks at Foodpanda knew that the restaurant had
shut down, but didn’t care because the restaurant was popular and they didn’t want to lose
customers. Because that’s all they cared about—transactions. Neither explanation makes
Foodpanda look very smart.

7) Post demonetization hassle in cash on delivery :

You have ordered food online and selected the CoD option. Your bill amounts to 350/- and you
come to the delivery boy with a 2000/- note. Both of you stare at each other helplessly, having no
clue what to do next. Then you sit behind on his bike and roam around to nearby shops just to
gather the perfect change. Trust me, it is not cool.

8) Inconsistent food quality : It is real job to maintain the quality of food being delivered to the
customers. After all, the food delivered in packages stands just no comparison to food which has
been served straight to the customers’ table from the kitchen, which is just a metres away in
restaurants. Even when adequate measure are taken to maintain food quality & packaging
measures for the online orders, they still remain prone to quality lapse. Like, the pizzas may turn
cold, curries are certain to spill, noodles turn sticky while sandwiches get moist. And the customers
always equate food quality to delivery quality.

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9) Inefficiency to cope with volumes :
So, let’s assume that a particular food delivery service has gained prominence. So, the demand is
soaring and orders keep coming in. But, do the restaurants
have the operations & logistics in place in order to deal with the volume without any interruption
to services provided to walk-in customers.

10) Unreliability in delivery & logistics staff :

With there being myriad retail e-commerce services for possibly every arena, the demand for
delivery & logistics staff has certainly fuelled. But the attrition is pretty high too owing to various
reasons like inadequate salary, poaching & absconding, lack in training, no employee benefits and
nor the opportunities of progression, life and health risks (due to weather, constant changes in work
schedule and they also carry such heavy, bulky bags). So, the delivery is certain to suffer when
there is not enough delivery staff.

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 SOLUTIONS PROVIDED :

1) Conveniently manageable menus :

Go through your online ordering process yourself, and as a few others who are unbiased to do the
same. If anyone experiences any difficulties, consider re-designing your ordering layout.

2) Improving server capabilities :

Consult with your IT team for website bandwidth. Make sure to choose a good web hosting and a
dedicated server that fits your business needs. Ensure that your server can handle not only your
current customer base, but also the growth you are projecting for your online sales.

3) Shortening the time of delivery :

Audit every step of your online food ordering system from start to finish. Add a tracker to track
the phases and update customers about their order status via push notifications or text messages.

4) Intelligibility :
Consider creating an easy-to-use mobile app to take orders. Moreover, consider to make your site
responsive (mobile compliant) so that your customers don’t face any issue while browsing your
site on their mobile.

5) Captive wallet service :

For loading money and spending on ordering food and dine-in-over the app and they need to a
have better management (need to fasten up the process)and they must try to be quick with their
actions.

6) Loyalty :
They need to keep on updating the things on their map. And they should give the correct
information and stop making excuses.

7) Use of e-wallets :
In demonetization, paper currency faced acute crisis among people, parallel replacement of it with
e-money had been a common medium of exchange in payments of orders.

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8) Food safety containers :
Food should be kept in airtight containers because food starts to spoil from the moment that air
gets into contact with it. You will increase the shelf life of your food dramatically if you use
containers for all types of food, not to mention the food hygiene and safety benefits of not allowing
food to come into contact with bacteria and contaminations.

9) Efficiency to cope with volume :

One of this solution can be as the company has gained prominence they could either increase their
people who could deliver the food online or they could exist an alternative which can work for
them if not their own workers then they could hire and another person to place the orders to the
customer as the customer has ordered online so this can be a reason or solution in which this
problem can be solved.

10) The drone delivering food :

Food delivery by Drone is a reality now. Drone delivery system will be completely automated with
“minimal on ground supervision". The initial version of the system will use some human
intervention as delivery is only destined for hub-to-hub but eventually will be able to deliver food
directly at a doorstep.

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 Introduction:
 Founded in 2008, Zomato is a leading platform for restaurant search & discovery, online
food ordering, and restaurant table reservations.
 The company was founded by Deepinder Goyal and Pankaj Chaddah and is headquartered
in Gurgaon (officially Gurugram).
 Zomato has been a pioneer in food ordering and restaurant discovery in India, which has
benefitted both restaurants and customers.
 Featuring a robust review system, Zomato allows foodies to find the best meals and
restaurants in their neighborhood.
 A notable aspect about Zomato is that it is among the few companies that have gone global
after starting operations in India.
 Zomato currently features more than 1 million restaurants globally on its platform.

History:
 The story of Zomato started when the founders noticed that people did not even knew the
restaurants that were functional in their neighborhood.
 The founders thought that it would be a great idea to list all the restaurants on the web and
provide their menus as well. This idea eventually led to the launch of FoodieBay in 2008.
 The startup initially catered to the Delhi-NCR region and after the service gained
popularity, the founders decided to implement the idea across the country.
 The founders decided to go for a rebranding exercise, which led to the transformation of
FoodieBay into Zomato in 2010.
 Since then, Zomato has expanded operations to several new locations in the country.
 It has also launched international operations and now covers more than 10,000 locations
across 24 countries globally.
 Millions of people across the globe use Zomato every day to find the best places to dine in
their neighborhood.
 The restaurant search and discovery platform began its operations under the name,
Foodiebay. In November 2010, the brand was renamed as Zomato.\
 The company launched a print version of the website content named, "Citibank Zomato
Restaurant Guide", in collaboration with Citibank in May 2012, but it has since been
discontinued.
 In September 2012, Zomato expanded overseas to the United Arab Emirates, Sri Lanka,
Qatar, the United Kingdom, the Philippines, and South Africa.
 In 2013, the company launched in New Zealand, Turkey, Brazil and Indonesia with its
website and apps available in Turkish, Brazilian Portuguese, Indonesian and English.
 In April 2014, Zomato launched its services in Portugal, followed by launches in Canada,
Lebanon and Ireland the same year.
 The acquisition of Seattle-based food portal Urbanspoon marked the firm's entry into the
United States, Canada and Australia, and brought it into direct competition with Yelp,
Zagat and OpenTable.

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  In February 2017, Zomato in a company's blog, explained the concept of cloud kitchen.
With its cloud kitchen, the company will help the restaurants to expand their presence
without incurring any fixed costs.
 In September 2017, Zomato claimed that the company had "turned profitable" in the 24
countries it currently operates in.
 Furthermore, Zomato announced that the "zero commission model" is to be introduced for
partner restaurants.

 Zomato narrowed down its losses by 34% to ?389 Cr[clarification needed] for the
financial year 2016-17, from Rs 590.1 Cr crore[clarification needed] in the previous year
2015-16.
 On 10 December 2018, a video went viral which showed a food deliverer eating directly
out of the orders he had to deliver. In the video, the person can be seen repacking the food
after eating it.
 The company said it was a "rare" incident and it will launch measures to prevent that from
happening again.

About the founders:

 Zomato was founded by Deepinder Goyal and Pankaj Chaddah, both of whom are from
IIT, Delhi.
 Deepinder Goyal currently serves as the Chief Executive Officer (CEO) at Zomato. Prior
to launching Zomato, he used to work at Bain & Company as a Senior Associate
Consultant.
 Pankaj Chaddah is the co-founder and prior to launching Zomato, he had worked at Bain
& Company as a Senior Analyst and Associate Consultant.

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 Investments:
 Between 2010-13, Zomato raised approximately US$16.7 million from Info Edge India,
giving them a 57.9% stake in Zomato.
 In November 2013, it raised an additional US$37 million from Sequoia Capital and Info
Edge India.
 In November 2014, Zomato completed another round of funding of US$60 million at a
post-money valuation of ~US$660 million.
 This round of funding was being led jointly by Info Edge India and Vy Capital, with
participation from Sequoia Capital.
 In April 2015, Info Edge India, Vy Capital and Sequoia Capital led another round of
funding for US$50 million.
 This was followed by another US$60 million funding led by Temasek, a Singapore
government-owned investment company, along with Vy Capital in September.
 In October 2018, Zomato raised $210 million from Alibaba's payment affiliate Ant
Financial.
 Ant Financial received an ownership stake of over 10% of the company as part of the
round, which valued Zomato at around $2 billion.
 Zomato had also raised an additional $150 million also from Ant Financial earlier in 2018.

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 Comparison between zomato and swiggy:

 While Swiggy started delivering food in early 2014, Zomato was a late entrant in delivery
in February 2015.

 Despite the late entry, Zomato has caught up fast with Swiggy. Over the past two years,
the Gurugram-based company has been ramping up its food order business aggressively.
Recently, it reached the 3-million-orders mark and claimed to have narrowed the gap with
competitor Swiggy.

 At present, Swiggy does about 4 million orders a month while Zomato processes about 3
million orders on a monthly basis. Importantly, Zomato has also turned profitable in all
geographies and to celebrate this feat, it announced a zero commission campaign for
restaurant partners.

 By doing so, Zomato has opened an assault on Swiggy.

 “The zero commission model is certainly going to hurt Swiggy,” says the founder of one
of the foodtech companies. Swiggy charges about 18-20% commission from restaurant
partners. On an average, a restaurant makes anywhere between 40-60% margin on an order.

 By signing up for the zero commission campaign, restaurants can cut the margin they shell
out to Swiggy.

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 Facilities of zomato:

 Think of these infrastructure services as delivery only food courts in locations slightly off
the premium locations (think much lower rentals, but accessible); we will not have take-
out or dine-in at these locations.
 Each location that we create for ZIS will have 4 or more restaurant brands co-located with
each other, leading to shared (and thus lower) costs; each restaurant brand will have its
own space of roughly 300 sq ft.
 These restaurants can choose to have owned/shared/outsourced delivery personnel – thus
increasing delivery efficiencies.
 Locations are selected based on Zomato data – the initial pilots are being conducted in
locations where we know that the demand is high, and good quality (highly rated) supply
is relatively low. Most of these locations are densely populated mid-income areas in large
cities, and second tier cities in India.
 Zomato will provide the real estate, build the kitchen and supply all the equipment for these
brands to just ‘walk in’ and start their business in a matter of hours.
 Build out cost for these kitchens is low – we have invested time and energy in frugal and
durable engineering to make sure that we don’t incur large capex while constructing these
kitchens for our partners to use.
 To acquire cooking equipment, we are using Zomato data to identify restaurants which
have recently shut down in the vicinity and are acquiring this (almost new) equipment at a
discounted value; having said that, we are only procuring the best quality equipment which
meets robust safety standards.

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 Benefits of zomato:
 Foodie Meet Ups: Zomato calls their top reviewers to do a SWOT analysis on the
restaurants (Strength, Weakness, Opportunity, and Threat). Suggestions are invited
and foodies get a chance to interact with each other and try extensive food menu.
 Goodies: Zomato sends stationary, mugs, and goodies to their top reviewers.
 Invites: You get invited at new restaurant openings to try the food and give reviews
on the app.
 Expert Opinion: Once you earn an expert batch in any area by writing 10 reviews of
restaurants in a particular neighborhood, people ask your opinions about the best
restaurants according to their preferences. Additionally, you may also feature your
own ‘Must Visit’ restaurants list on the app.
 Special Discounts: When you earn the Connoisseur batch, you also get certain
percentage of discount on your final bill when you order food from the app.
 Zomato Credits and Free Meals: You also get credits and free meals once you
become top reviewer.

Reviews of zomato:


rs021507
Sultanpur India
The Horrible food delivery (order No: 1123547683)
Hello, I had placed an order on 17 january 2019. I have mistake order the food very near to my
place, immediately took the action to cancel the food. In chat Support window I have requested
them to cancel the order because multiples times to restaurents people and updated them not to
deliver the food. the delivery boy not to pich up the order.
After that also they did not cancel the food and did not get the amount and food . I am not sure
what action. I need to take to cancel the food. it is worst app that I can't in see my life. I requested
many times but I could not get help

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 

doleyhema4
India
Worst service
Paid online for an order today and I didn't receive a refund for the order which was cancelled by
them before arriving to the location provided. I didn't contact the delivery guy because usually
they reached my address without contacting me and I expect the same today....And all they can
say when contacted, 'sorry for inconvenience'????

kumarlalbhaskar
Ranchi, Jharkhand India
Zomato Trusted Food delivery
Recently launched Zomato in the market and the primary work is to deliver the best food delivery
services to the client.
When I first listen about zamoto I was thinking that no one is going to book an online food delivery,
but my concept was totally changed when I was received 500 Costing food at just Rs 210 and the
quality of food was better.
Zomato is a very nice company because if you order food from them and if in case you received
damage or bad quality of food then customer care will immediately return your money or arrange
a replacement order.
Zomaoto is a very best company for online food delivery company which also give you 50% off
coupon .

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 ronmetalhead777
- India
The best food delivery app amongst all
Zomato.com according to me is one of the best food delivery website. The application that they
have developed on android and iOS is quite user friendly. The application has proper sections,
categories and offers displayed on it.
Zomato Gold and Piggybank categories that they have come up with are really commendable and
quite helpful based on one's requirements.

They can be used to save a decent amount of money while dining out at restaurants or while
ordering food at home, workplaces or any desired location. The new order pick up option that has
been introduced is quite innovative and useful.

There are lot more things such as upcoming events, booking a table and newly opened restaurants
that are available on Zomato which make it the best existing food delivery platform.

My personal experience using Zomato has been extremely positive.

There have been multiple times when the order that I have placed has been cancelled from the
restaurant's end and amount has been deducted from my account or Paytm wallet but I have always
received cashback immediately.
I have been using Zomato since a year now to order food and while dining out on a regular basis
but have not faced any major issues overall. It definitely deserves a 5 star rating.

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 prateeks554
India
Worst Service, Delivery and Support
Order food from Zomato, Neither I received food nor my money. Zomato canceled my ordered
stated that I have put the wrong address.
My Question to Zomato: Please explain the working of feature DETECT MY LOCATION
At the time of ordering food, I used it and you guys are saying that I entered wrong address. I am
little confuse here now and I believe you guys are the right person to comment on this.

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36 | P a g e
 introduction:
 Foodpanda is a German mobile food delivery marketplace headquartered in Berlin,
Germany, operating in 10 countries and territories.
 The service allows users to select from local restaurants and place orders via its mobile
applications as well as its websites.
 The company has partnered with over 27,095 restaurants in 193 cities and works with over
15,733 delivery riders.
 The firm was acquired by Delivery Heroin early December 2016.
 Foodpanda's business in India was acquired by Indian cab-aggregator Ola on 29 December
2017 for an undisclosed amount.

History:
 The Foodpanda group was founded by Ralf Wenzel, Rohit Chadda, Ben Bauer, Felix Plog
in 2012. foodpanda's Singapore business was launched by Lukas Nagel and Rico Wyder.
 In February 2014, Foodpanda acquired its main rival in Pakistan Eat Oye! In November
2016 the company sold its Delivery Club business in Russia to mail.ru for $100 million.
 In December 2016, the Foodpanda group was acquired by the German competitor Delivery
Hero.
 Foodpanda's business in India was acquired by Ola for all share deal on 11 December
2017.

Founders:

 Ralf Wenzel
 Benzamin Bauer
 Felix Plog
 Rohit Chadda

 CEO: Jacob Angele

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 Platform:
 Foodpanda processes and sends orders directly to partner restaurants, which then deliver
to their customers.
 The service is available via its websites and mobile applications. Customers order food by
entering their postcodes on the site and browsing for food from a list of restaurants.
 They can create meals by browsing restaurant menus and selecting items they want to order
before entThirupal Naidu,Ralf Wenzel, Rohit Chadda, Benjamin Bauer and Felix Plogering
an address and proceeding to the checkout.
 Restaurants receive these orders and then deliver to customers.
 Food panda sends out an SMS to confirm orders and their estimated delivery time.

Online ordering:
 Foodpanda accepts orders via its websites and mobile applications.
 It connects customers with restaurants that offer food delivery in their area and lets them
choose, order and pay online.
 Foodpanda also has a review section on restaurant pages, where customers can comment
on sales process, delivery, taste and overall impression of restaurants.

Investment:
 The company raised a total of $318 million in venture capital.
 Foodpanda raised $20 million in initial funding from Investment AB Kinnevik Phenomen
Ventures and Rocket Internet in April 2013.
 In September 2013, iMENA Holdings invested $8 Million.
 In February 2014, there was another funding round of $20 million from a group of
investors, including Phenomen Ventures.
 On August 11, the company announced that it has collected another $60 million in
financing from a group of investors.

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  In March 2015, the company announced it has raised over $110 million from Rocket
Internet, as well as other investors.
 Less than two months later, a group of investors, including Goldman Sachs invested over
$100 Million in Foodpanda.

Operations:

Foodpanda is operating in 11 countries in Asia, Eastern Europe and Middle East, including
 Bangladesh
 Bulgaria
 Egypt
 Hong Kong
 India
 Malaysia
 Pakistan
 Philippines
 Romania
 Singapore
 Taiwan
 Thailand

Global rebranding:

 On November 1, 2017 foodpanda re-branded from Orange to Pink with updated logo across
all the countries.
 The rebrand follows its acquisition by tech giant Delivery Hero in December 2016,
changing its brand colour from orange to pink.
 While the iconic panda will still remain at the forefront of its logo, it has been tweaked into
a rounder and more “modern” version.
 According to the company, the new logo aims to be more memorable.

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  Also, foodpanda’s font has also been updated to be more contemporary, which is in line
with the brand’s new direction.
 Pink is also the signature colour of its sister company foodora.
 The rebranding will roll out globally in 190 cities across 11 countries (except India where
the business was sold to Ola Cabs) including Singapore, Malaysia, Hong Kong, the
Philippines, Taiwan and Thailand.
 Besides new brand identity the company also launched a new app and front end with added
value for the customers, including an improved user-friendly interface or features such as
the live tracking of orders and dynamic delivery times.
 As part of the new look, the company had to work on its app, website and other digital
platforms, before moving on to over 1,500 restaurant partners in Singapore to replace all
of its orange restaurant collaterals.

Benefits:
 just order food from one click
 fast, easy and comortable
 Visually appealing and stimulating to all the customers
 No misunderstandings, No frustrations
 24/7 service
 Online menu is simple to manage
 Less hassle for customers

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 FEATURES:

 the on-demand international food delivery service, is getting a fresh new look across all
markets, offering its customers a new visual identity to accompany its renowned service
standards and vision to deliver good food.
 The brand’s enhanced look and feel is set to create value and impact in the fast-growing
food
delivery industry, specifically with its new outstanding pink colour.
 The panda, an iconic brand symbol, will remain at the forefront, but has been tweaked into
a rounder, more modern
version.
 No matter the craving or price range, foodpanda opens all of its customers to an exciting
world
of flavours – only now, it will do so with a new distinctive pink colour.
 The foodpanda app and websites are introducing an improved user-friendly interface and
design, as well as several new features. Customers will now be able to receive dynamic
delivery
times which take into account dish preparation, rider availability and time to reach their
desired
location, down to the last minute.
 In addition, foodpanda has also introduced a live tracking feature, which will allow the
customers to watch in real time, as their orders make their way from their favourite
restaurants
right to their doorstep, hassle free!
 The rider equipment and in-restaurant material will also incorporate the new design and
logo,
without any service quality changes for customers or partner restaurants.
 So foodpanda is offering varied features which benefits customers and also ensures good
time management which was lacking before...riders safety food safety quality food
...tracking features are also there by which customers can track the delivery guy...so as a
conclusion food panda is becoming better in market to compete with brands like zomato
and swiggy.

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 Comparison:

Revenues:

 Zomato leads the pack as far as revenues are concerned, but that’s expected — in addition
to its food delivery, Zomato runs a restaurant discovery platform, through which it makes
money via advertisements.
 Zomato has also been experimenting with loyalty programs, such as Zomato Gold and
Zomato Tretas, Zomato’s revenues were Rs. 332 crore in FY 2017.

 It was followed by Swiggy, which reported revenues of Rs. 133 crore. Foodpanda came in
third with revenues of Rs. 62 crore last year.

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 REVIEWS:

anjumathew1111

India

Delivery related
Sep 20, 2018 09:41 PM

Very bad experience with food panda for the first time. I ordered a dessert from a resto
near me. The order was placed and the address was given properly.
The payment was done. The resto confirmed my order. Half an hour later delivery boy(Mr.
MIREKAR) called me and saying come half the way to pick the order.
I said why should I come as my order is for home delivery. Later he called me and asked to
cancel the order.

I refused for the same and told him that I can't cancel from my side. Few minutes later
when I checked the app my order was marked as delivered. He called me, I enquired him
how my order is marked as delivered when it is not yet delivered. He said his manager said
to do so.
I asked him give me his number so that I can talk to his higher authority. He refused to
give me the details.
Later he called and said that I can't deliver to ur area so have marked it as delivered. My
question is how can he mark my order as delivered when it is not done.
And how can this people be so manner less.

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 surajaskm94

Delhi India

Poor services and extra charges

Dec 28, 2018 10:10 PM

Recently, I ordered food from food panda in 17th Dec 2018. I order one chicken burger
meal which consists burger, French fries and softdrink.

The time it took to deliver the food was exactly 1 hour 38 minutes. I watched the time from
the beginning as I was already been disappointed with other online food delivery app. And
the delivery boy was nice enough to take the responsibility about the delay delivery. But
what to say. I was so hungry and angry with the delivery time taken.

saarti164

India

Pathetic services
Dec 04, 2018 03:37 PM

I ordered dhosa at food panda from the gurunanak sweets from mohali sector 70 when I
open the order there I found chokroches in the sambhar it very disgusting services providing
to their customers and playing with health of the customer....i wouldn't not use their service
in future.

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 reachrekhamenon

Bangalore India

Excellent offers
Nov 15, 2018 06:00 PM

Most of the time at office I order my lunch from food panda. They provide a very good
pricing at few of the locations. My office location comes under that. it is very reasonable and
they dont charge delivery charges. Initially once I did not get my delivery but it showed as
delivered. but then gave a complaint and I guess many would have faced this issue as
recently they have started with OTP. after the delivery the boy had to put the OTP given by
the customer to complete the delivery. That was a very quick action which was taken. I
appreciate.

kuldippala

India

Worst experience with Foodpanda

Nov 04, 2018 03:41 PM

Worst experience of new cust, 4th time in raw orders are denied by restaurants, chat
support unable to help, delivery boy says he don't know anything, What the fish is just
happening with custs of Foodpanda? I'm waiting from 50 mins, order is denied verbally??

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DFD LEVEL 0:

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DFD LEVEL 1:

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Entity-Relationship Diagram

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 CONCLUSIONS:

 This is mainly divided into four main parts, literature review, study the advantages and
disadvantages of existing systems, analysis of the scene of the three different types of people scene
description and demand characteristics, and design two generations of different versions of the
prototype, the first three parts of the main basis for the design of the foundation.
 Before doing the design, we do the literature analysis of the survey, in view of the impact of mobile
phone applications and the basic principles of mobile phone applications.
 On this basis, we have to study user needs and ordering system common problems, and finally we
discuss the development of online ordering system mobile in the market.
 For the purpose of analysing and designing user-friendly mobile applications, we next analysed
different similar existing systems, analysed their respective advantages and disadvantages, and
summarize what advantages we can use in our system, and what disadvantages our system should
avoid.
 Then, we divided the target users into three groups and selected a representative person as the
template for user needs analysis.
 According to the different characteristics and needs of these users, we put forward the requirements
for the following prototypes.
 Then we designed the first prototype, including three different prototypes, and applied the three
prototypes to three users to analyse whether the application met their requirements. Finally, we
designed the second prototype according to the analysis results, and analyse the advantages and
disadvantages of this system according to HCI principles.

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