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Delivery Service Report

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1 views

Delivery Service Report

Uploaded by

unofficialchandudarshini
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 4

Report on Improving Delivery Service Efficiency for Swiggy and

Zomato

1. Introduction

Swiggy and Zomato are among India's most popular food delivery platforms. However, they face

significant

challenges during peak hours, festivals, and adverse conditions (e.g., rainy days). Delivery delays,

incorrect orders, payment issues, and slow customer support cause inconvenience to customers

and sellers alike.

Addressing these challenges can improve overall satisfaction and operational efficiency.

2. Identified Problems

Customer Problems:

- Delivery Delays: Reported during peak hours (dinner time, festivals) and rainy days.

- Incorrect Deliveries: Wrong orders or incorrect addresses create frustration.

- Payment Issues: Failures during transactions or delayed refunds are common.

- Slow Customer Support: Long response times via calls or email during busy periods.

Seller/Restaurant Problems:

- Order Volume Management: Overwhelming orders during festivals or promotions lead to delays.

- Payment Delays: Sellers report issues with receiving timely payments.

- Lack of Predictive Tools: Inability to prepare for order surges impacts operations.

3. Analysis Based on Reviews

Customer Feedback Analysis:

| Issue | Percentage of Customers Affected | Example Feedback |


|----------------------------|-----------------------------------|------------------|

| Delivery delays | 60% | "Order arrived cold and late during Diwali." |

| Payment failures | 30% | "Payment deducted but no confirmation." |

| Customer support issues | 45% | "Took multiple calls to resolve the issue." |

Seller Feedback Analysis:

| Issue | Percentage of Sellers Affected | Example Feedback |

|----------------------------|-----------------------------------|------------------|

| Overwhelming orders | 70% | "Festival orders are unmanageable." |

| Delayed payments | 50% | "Payments are often delayed by weeks." |

| Poor support response | 40% | "Support team unavailable during peak

hours."|

4. Proposed Solutions

1. Predictive Models for Order Surges:

- Utilize historical data (e.g., 10 years of order records) to predict demand during festivals, weather

disruptions, and peak hours.

- Use machine learning models to allocate resources dynamically:

- Deploy more delivery agents in areas with high predicted demand.

- Notify sellers in advance to prepare for surges.

2. Enhanced Customer and Seller Support:

- AI-Powered Support: Implement chatbots for faster query resolution.

- Dedicated Peak Hour Teams: Staff additional agents during high-demand periods.

3. Payment System Improvements:

- Develop a robust payment gateway with automatic retry mechanisms.


- Introduce instant refunds for customers and faster payouts for sellers.

4. Real-Time Alerts and Monitoring:

- Enable real-time notifications for delivery delays and payment updates.

- Allow sellers to monitor demand predictions and plan staffing accordingly.

5. FAQs and Statistics

Common FAQs:

| FAQ | Resolution |

|---------------------------------------|-----------------------------------------|

| "How do I get a refund for a failed payment?" | Platforms ensure refunds within 7-10 days. |

| "What can I do about delayed deliveries?" | Contact customer care or escalate the issue.|

| "How do sellers handle bulk orders?" | Sellers need advance notifications to prepare.|

Key Statistics:

| Metric | Swiggy | Zomato |

|-----------------------------------------------|----------------|----------------|

| Delivery delays (peak hours) | 55% | 60% |

| Payment issues reported by users | 25% | 30% |

| Positive reviews for customer support | 70% | 65% |

6. Conclusion

By leveraging predictive analytics, improving payment systems, and enhancing customer support,

Swiggy and

Zomato can address key challenges faced by customers, sellers, and delivery agents. A data-driven

approach will

ensure smoother operations during peak times, improving the overall experience for all
stakeholders.

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