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.
Swiggy faced challenges with cash-on-delivery (COD) orders, including instances where orders were refused upon delivery, leading to operational inefficiencies and potential losses. To mitigate this issue, they needed a system to reconfirm COD orders and filter out bogus requests. Additionally, Swiggy's ongoing need to hire delivery personnel presented another challenge, requiring an efficient method to assess candidate interest levels before proceeding with the hiring process.
To provide an effective solution to Swiggy, Exotel deployed the following use cases:
To solve Swiggy's challenges, Exotel offered comprehensive solutions. For handling COD orders, Exotel's automated IVR system was introduced. It requires customers to confirm their orders via a simple phone prompt, significantly reducing the occurrence of unwanted or fraudulent orders. In the realm of recruitment, Exotel's automated calling system enabled Swiggy to efficiently gauge the interest of potential delivery personnel, streamlining the initial phase of their hiring process with targeted questions.
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