Table of Contents

1. Introduction 2
2. Customer Relationship Management Practices used by Zomato and Swiggy 4
3. Comparative Assessment of CRM Practices followed by Zomato and Swiggy 7
4. Customer Relationship management software’s used by Zomato and Swiggy 9
5. Application and Evaluation of Customer Relationship Management Strategy
in Zomato and Swiggy 11

6. Suggestion to enhance the Customer Relationship Management effectiveness in

Zomato and Swiggy 15
7. References 17
 1. Introduction

Restaurants and food chains are some of the most difficult enterprises to run. The nature of the
trade necessitates real-time performance and the timely delivery of a high-quality product to
clients. The newest trend is online food delivery, in which businesses collect meal orders and
agents deliver the food in a timely manner. The administration of the same necessitates
exceptional precision and necessitates the use of sophisticated Time Scheduling CRM Software
to address the problem.

SWIGGY:
Swiggy was founded in 2014 by two BITS Pilani graduates, Sriharsha Majety and Nandan
Reddy, who came up with the idea of 'Hyper local food delivery.' They meet Rahul Jaimini,
who has revitalised this notion with a key location. Swiggy began operations in August 2014 by
partnering with a few restaurants in Bengaluru's Koramangala neighbourhood. They then began
delivering food to their customers in just 40 minutes. Swiggy raised its first round of funding
and developed the app shortly after that, in May 2015. This unique app allows users to obtain
delicious meals delivered to their doorstep and improve their living standards.

ZOMATO:
The origins of Zomato can be traced back to the Delhi offices of Bain and Company. 'Zomato'
was founded by Depinder and Pankaj. They noticed folks waiting in line at midday and placed
their order when it was their turn. They had an idea there, which led to the creation of 'Zomato.'
Initially, they began scanning the restaurant's menu items and cataloguing them on their
website, "foodiebay.com." After witnessing a lot of traffic on their website, they decided to
open it up to the whole public. This wasn't simply happening in their office anymore. Everyone
else in their neighbourhood began to use the website as well. They began to expand this concept
2
to other major cities such as Mumbai, Kolkata, and Bangalore. Many individuals have begun to
use their website to learn about the best eateries in their area. People's enthusiasm prompted
both founders to pursue this concept further. Then it occurred to them to change the name of the
website. The term 'Zomato' was coined as a result. The founders then wanted to make their
users' lives easier, so they created a mobile application. As a result, Zomato became India's
most popular food-ordering.

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 2. Customer Relationship Management Practices used by Zomato and Swiggy

ZOMATO:
In customer relationship management organizations’ top are their happy and delighted
customers and to that companies follow many practices CRM for longer run.
It starts with knowing the customers behviour towards the organization there happy and
satisfied customer and to provide best services to their customers. it starts with identifying their
customers preferences, when they order, what they order, why they order, where they order and
how often they order. Apart from this the organizations focus on the customer touchpoints
which can be good or bad, constructive, or destructive, positive, or negative this seems to be as
the moment of truth, and which creates a good impact of organization in the minds of
customers.
Zomato maintains track of the following information:
 Contact information for customers
 Visitation rate
 Meal alternatives
 Pay per visit average
After analyzing all these above-mentioned parameters Zomato provides heavy discount
according to the buying behavior of the customers the place where he/she lives, the place where
he orders from, the food and how often the customers make order from Zomato they keep the
track record of customers which helps to maintain good relationship which is known as process
of relationship management. Along with using analytical CRM software’s which guides
Zomato. When connected to the restaurant's point-of-sale software, this information can be used
to generate reports and analyses on the following topics: Most popular food items
Marketing-unfriendly items
The busiest times/nights, as well as the reasons why.
 It can provide data to the franchise owner on which regions are performing better than
others if it is a nationally franchised or chain of restaurants.
 CRM Initiatives taken by Zomato for its customers.
 It can aid in the creation of a consumer database.
 It can give ideas based on corporate Manners by using artificial intelligence to learn
from available data. As a result, the system is updated continuously and automatically.
 It collects data and assists restaurant owners in getting to know their customers.
  This serves as the foundation for customer communication, assists in tracking customer
trends, and feeds into marketing strategies.
 It also builds a client relationship, which is one of an organization's key purposes.

SWIGGY:
Swiggy has built a solid consumer base through a variety of methods. Swiggy's constantly
shifting system of operation is one of its strongest features, and it comes to the rescue during
one of history's most turbulent moments. The following is a step-by-step breakdown of how
Swiggy was able to achieve ground-breaking results:

DELIVERY:
Customers are always looking for ways to pay the least amount of money for delivery while
still getting their products on time. When it comes to delivery services, especially food,
punctuality is crucial. In addition, your delivery representative should be friendly, kind, and
knowledgeable about the area. They become the company's face, and if they provide a favorable
and friendly image, the customer's loyalty will be earned naturally. Swiggy is well-known for
its punctuality and excellent delivery agents when it comes to food delivery.

DISCOUNTS:
It is a fact that the Indian public is always looking for bargains. We are always looking for ways
to save money. Most consumers frequent the same retailer for the diversity of discounts
available, and Swiggy has cracked the code. Starting with Swiggy Pop, which offers a
significant discount on meals, they continue to partner with restaurants to provide their clients
unlimited savings. When it comes to the number of discounts offered, there is no shortage of
possibilities.

CUSTOMER SERVICE:
Finally, having an active customer service department is the most effective way to keep your
customers loyal. Swiggy has come a long way thanks to its personable and accessible customer
care. They are always willing to assist you if you have any questions or issues.
3. Comparative Assessment of CRM Practices followed by Zomato and Swiggy

 In terms of food delivery success, Swiggy and Zomato are both at the top of the heap.
Surprisingly, they don't have much in common when it comes to CRM techniques.
When it comes to Customer Relationship Management, they are both unique and take
separate paths.
 Zomato devotes a significant amount of time and resources to search engine
optimization. It employs a highly effective technique to ensure that your website
receives the greatest traffic, as Zomato extracts the top keywords and creates its own
URL from them.
 The main purpose of their marketing is to reach customers all around the world, and
they employ every digital marketing instrument available to do it. Because Zomato
understands the nature of their audience, they use humorous, fashionable, and current
themes to engage them.
 With their innovative marketing plan, Zomato ensures that they remain at the top of
their game. Swiggy places a premium on people's desire to plan out their whole
marketing efforts. Swiggy has become somewhat compatible with the well-known
slogan 'Craving Something?' Swiggy has its own way of interacting with their
customers. Their social media page is full of mouth-watering food photos that make
people want to eat more! "They have a straightforward goal: customers want delicious
cuisine, and they will deliver it quickly."
 Swiggy will get it to you sooner. The app's timings are generally accurate, and the meal
is frequently delivered on time. Except for the poor weather, Swiggy has been doing
well. On the other hand, Zomato's timings are erratic. There are instances when it's
difficult to figure out where the delivery person marker on the map is. Swiggy, in any
event, wins the delivery department race.
 Every client has their own set of criteria. Swiggy may be the greatest alternative for
customers who want their food delivered quickly. And, if you're seeking for superb
meals at a low price, Zomato is a must-visit.
 Zomato is dominating social media advertising, while Swiggy has left no stone
untouched in terms of television commercials.
 Swiggy allows customers to place an order quickly without having to enable location
monitoring if you haven't chosen a location the app will continue to alert using device
 tracking capability in a summary the app’s overall appearance and functionality are
rather good. Zomato, on the other hand, makes using the device location tracker
mandatory. Then the good thing about Zomato is that their service is available in more
places and towns.
 Swiggy displays payment options when you place an order. Even if you have your
Paytm number set up, there is one more step. Zomato's payment process is
straightforward, and it remembers and uses your most recent payment option. If you've
already made a payment through Paytm, it'll stay the same, and it'll be much faster
during the payment process.
 4. Customer Relationship management software’s used by Zomato and Swiggy

Zomato
CRM Strategy Software Tools
Advertising Campaigns, Analytical CRM Marketing: Segment, Send grid, Tumblr,
WordPress.
Incentives for Zomato Pro' Analytics: Google analytics
Finance: Spreedly, Square

Swiggy:
CRM Strategy Software Tools
Using Local Restaurants to Place Orders Catalytic, Android wear SDK, Ember JS
Delivery Tracking Google Cloud Messaging, Google maps, New
Relic

CRM Systems Helps in Maintaining Customer Database:

When it comes to the online food ordering service, timing is one of the most important factors
that determines how fast the total service will be. For example, having a customer database very
detailed in information on clients, past orders, history, location, and manner of the transactions
improve the delivery system in delivering high quality services in this instance CRM software
is used assisting and resolving the problems.

Give the Best Solutions and Offers to the Customers:

One of the most important aspects of customer retention is to provide them with options and
offers that are difficult to refuse. Offers and coupons are something that everyone enjoys.
There's no reason why it shouldn't be accepted. Not all these deals, however, are appropriate for
everyone. Database analytics from CRM clarifies the best offers and maintaining a pleasant
CLIENT RELATIONSHIP.

Integrated Customer Care:

In online meal delivery systems, it's possible that a consumer is having problems with
something related to the business. At this point, having a responsive customer service system
aids them in gaining trust on the website. At this stage, CRM software will save the complaints
in a secure database that may be accessed at any time. With this goal, the company may learn
from them and improve for the better through analytics.
Tracking Delivery Agents:
During the holidays and weekends, the online food delivery business sees a spike in delivery
orders. In terms of the business, having the correct delivery person to serve the product at any
time is critical. The CRM database will connect managers and service agents, allowing them to
serve customers more swiftly.
From the outside, the Online Food Delivery System appears to be thrilling, but the proprietors
of the system have a lot to deal with. Sticking to the same needs quick trading, and effective
CRM software implementation may help a lot in a phase where speed and quality are the top
priorities.
 5. Application and Evaluation of Customer Relationship Management Strategy
in Zomato and Swiggy

 Post liberalization companies are more focused on the return on the relationship,
and it is fundamental of customer relationship management. A customer prefers
buying from companies based on their emotion towards them and they feel like a
part of that organization companies are now more focused on return on
relationship rather than return on investment It comes along in three parts.
 How they've listened the complaints of the customers
 How they respond towards the complaint
 improving their customer services

SWIGGY & ZOMOTO:

ZOMATO:
Zomato engages its customers in an enormous variety of ways.
 1. Firstly, it has identified its target demographic (18-35 years old) and successfully
engages this audience on every platform where Zomato is present – whether it is
the company's website, Facebook, or Instagram. It makes use of humor, sarcasm,
current events, and fashion to keep the audience engaged, resulting in Zomato
being referred to as "The Funny One" among the various food-delivery companies
accessible in the eyes of its customers. It is possible that this will not immediately
increase sales, but it will position Zomato at the top of the list in terms of customer
favorites. Zomato also reminds customers of its presence at every point of the
journey by running advertising campaigns on many various platforms on a regular
basis, causing them to become subconsciously familiar with the brand even if they
have never used it before.

2. The second point to mention is that Zomato is primarily a meal delivery service,
but it does more than that. Working professionals, busy students, and people who
have difficulty preparing for themselves have already embraced the service's
ability to deliver food to their front doors. However, under the 'Zomato Pro'
programme, the company has begun to offer benefits to people who dine at
restaurants that are affiliated with Zomato. It provides the customer with the
advantage of receiving their order 15-20 percent faster than normal, as well as a
money back guarantee (that is, if customers do not save twice the amount, they
paid for the Zomato Pro subscription, they will receive their money back), which
enhances their outdoor dining experience as well.

SWIGGY:
It is also among the top meal delivery firms, and it has gotten there by employing a lot of
creative people. Swiggy is another example of this strategies.

1. In terms of selecting restaurant partners, Swiggy employs a diversification

strategy. Given the ability to deliver to customers in their immediate vicinity, it is
the number one choice for consumers with a refined palate. When a customer
thinks to themselves, "This restaurant is not very popular, or it is too fancy,
therefore deliveries will not be possible," Swiggy steps in like a hero to rescue the
 day. The company makes even the smallest local restaurants available to its
customers, allowing it to advance up the food-delivery industry's ladder of success.

2. It is Swiggy's lightning-quick delivery that distinguishes it from its competitors in

this regard. Swiggy was one of the first firms to offer real-time tracking of food
deliveries, as well as an estimate of when the food will be delivered, among other
innovations. Over the course of many years, it has perfected its technology to the
point that it is currently the most exact tracking system available. The fact that
Swiggy can utilise this information to recruit new customers is, without a doubt, a
plus for the company. What do customers want more than meals delivered to their
homes, and that too in the smallest amount of time possible? When it comes to
marketing, the firm's rapid delivery has been the primary focus. In addition, there
is a money-back guarantee if the goods are delivered later than expected, which
fosters customer confidence in the organisation.
 6. Suggestion to enhance the Customer Relationship Management effectiveness in
Zomato and Swiggy
Thanks to Zomato Pro and Swiggy Pop, Zomato and Swiggy already have a dedicated
consumer base. Customers, on the other hand, are most satisfied when they know that the
service, they are receiving is constantly being improved so that they do not have to deal with
the same problems (if any) in the future. Zomato and Swiggy, like some other companies,
should create surveys in which they ask customers how satisfied they are with their service.
This survey should be different from others in that it should include a variety of questions to
assure customer happiness on all levels, and it should be collected at a higher frequency than
usual to remain on top of all potential consumer complains.
An organization's customer base is already a community, with the service they utilise as a
common thread. But what if the businesses offer an opportunity for that community to become
even closer? Every business wants its customers to interact positively with one another.
Because Zomato and Swiggy are both in the food sector, they could create a forum, or perhaps a
part of their applications, dedicated to an interactive chat group where all their consumers may
share their restaurant experiences. People who are new to the service might take a quick glance
at the guidance presented there to familiarize themselves with the services available.
To make this conversation more believable, people may be given a score or a rating depending
on how many times they order through the app, with the higher the score/rating, the more
reliable that person's recommendations would be. These ratings would also keep clients
interested in the service, encouraging them to return and order more frequently, making it a fun
competition for the users and a profitable system for the company.
These businesses should certainly invest in CRM methods, but CRM isn't their primary
responsibility. They must consider all aspects of administering a national organization, which
entails dividing their energy evenly across all their critical jobs. As a result, while some CRM
techniques require human resources, businesses should strive to automate as much of their
CRM services as possible.
Automated customer service is a good illustration of this. This offers the consumer with a quick
response while also saving the company time and money.
Swiggy and Zomato are now well-known companies in India, and they must now focus on the
rural sector, just as other organisations are doing.
Attempt to push the distribution system to a remote place as well. Zomato and Swiggy, for
example, do not deliver meals from Indore to Dakachaya, which could be a new section to
enter.

7. References

 finmint.com
 www.elearningbuydirect.com
 crmrunner.com
 pdfcoffee.com
 https://www.indiatvnews.com/business/news-zomato-agent-fired-executive-asks-tamil-
nadu-customer-to-learn-national-language-hindi-741151
 https://twitter.com/swiggycares/status/817434517078233088?lang=en

Thank You…