Swiggy is the largest food ordering and delivery platform in India. They started their operations in 2014, at Bengaluru. Since then, they have snowballed to expand into a wide network of delivery partners across India. Over the years, Swiggy's delivery network and ordering technology has transformed food ordering and delivery landscape - making it extraordinarily accessible and reliable.
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Managing and onboarding a manpower of over 120000 delivery partners onto a platform comes with its unique set of challenges. Making sure the organizational values and strategic priorities trickle down to each of them and evaluating the efficiency of this was a herculean task. Before Compass, Swiggy was trying to manage this using dispersed and regional partner programs that were run by local management teams. Initiatives were rendered inefficient because the time taken to dissipate was ineffectively high. This tedious management of the reward programs also resulted in huge operating overheads.

The other aspect to this challenge was that the delivery partners did not work out of offices but out of their delivery vehicles. They were dispersed across locations and geographies and this also limited control on their performances. This made it extremely difficult to unify and implement the initiatives and to track their activities.

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The Evaluation Process

Swiggy chose Compass from an option of 4 others, and the following were the key reasons for this decision:

Exceptional Technology

Compass allowed Swiggy to robustly design their partner programs. The team was open to discussing the requirements in detail and providing  insights on how to efficiently integrate these programs using Compass.

Reporting and Analytics

Compass provided detailed data reporting and analytics tools. These data tools were key for the efficient use of the system because of the vastness of the data that 1.2 lakhs users would generate.  These data points were to be used as key metrics for the delivery partner performance and efficiency.

Customer Support

Managing support for over 1.2 lakhs users was vital and impacted adoption directly. Compass promised customer support despite this large volume.

"Compass has given us a platform to truly appreciate the hard work of our delivery partners who are the heart of our operations."

Sachin Kotangale, VP Operations, Swiggy

Our client wanted to leverage technology to create customized experiences by analyzing member data from multiple sources - including their CRM, biometrics, interests, platform usage, and other sources of data to discover user wellness activity. All the while, they wanted to ensure the highest levels of data privacy, security and compliance standards.

The requirements could be summarized as below:

• Incentivize their members using rewards and engage them using communities.
• Use activity and performance-based rewards to motivate their members to participate in various wellness programs participate in various wellness programs
• Increase the usage  of online trainings conducted by national and international trainers