Building a Futuristic, Flexible and Scalable Business Process Management Solution for a Food Delivery Giant
The Client
The client is a popular multinational restaurant aggregator and food delivery company that boasts
10,000+ locations
10,000+ employees
Business Challenges
Over time, the demand for food delivery has grown substantially. With a digitization push boosted by easy access to internet and data, consumers have shifted their preferences toward online shopping and food deliveries! It’s a complex and sensitive business, where maintaining excellent customer satisfaction on uncontrollable issues like rider delays and restaurant errors is difficult.
This becomes even more complex when volumes fluctuate and reach their peak during lunch and dinner hours. Businesses’ CSAT levels were dropping to as low as 60% as customers downvoted support systems even for concerns related to riders or restaurants and compensatory credits reached alarming numbers as customer behavior patterns were skewed.
Solutions Delivered
The food delivery giant partnered with JindalX in early 2017 by leveraging a co-managed service model and scaled up by 900% in less than two years.
Enabling a real-time delivery business process management (BPM) solution began with a human-centric approach which included putting the customers at the center of the journey and employees at the heart of advanced processes. JindalX built a tech-focused customer experience (CX) strategy that enabled smart volume predictions and staffing based on social events, festivals, sports events, and lunch/ dinner hours. We developed NLP/ ML-based chatbots to automate internal processes, including the IT helpdesk, HR, and Administration and assess the intent behind queries.
JindalX also hired a team of dedicated specialists who went through a minimum of 6 weeks of comprehensive training before getting certified. They leveraged the intelligent system to efficiently manage 360 Real-time monitoring (RTM) and over 50% volumes on omni-channel platforms, delivering up to 1 million chats per month using 3-4 chat concurrency models. This next-gen on-floor help desk technology empowered the in-house operations team to deliver qualitative and quantifiable results across various CX metrics like AHT, FTR, and Instant Resolution (IR) and reach over 50% improvement in quality scores.
Improvement Plans
Daily critical function checklist for the team leaders (TLs) to manage operations.
Customer rating-based queue for preferential service support & resolution.
Investments to groom and train associates by external consultants.
Hourly live drills to announce & compare sitewide CSAT & rewards.
Special training sessions (Gamification-based) to overcome context-based situations.
Outcomes
75%
CSAT Scores for over 4 Years
40%
Increased Operational Efficiency
30%
Reduction in Lost Orders
About JindalX
JindalX is a global business outsourcing company creating success stories for over 20 years. We’re the dreamers, creators, and innovators with a vision to help our business partners, clients, and people achieve exponential growth.
