/ order tracking

Delighting the customer delight team at Zomato

This is a guest post by Pradyot Ghate Product Lead Zomato

We are committed to delivering a simple and hassle-free online food ordering experience to our customers. The customer delight associates at Zomato are the rockstars who make this happen. At peak hours these associates handle thousands of queries in real-time and a majority of these queries are “where is my order?”.

We invest to empower them with technology to make them efficient. With real-time order tracking powered by HyperTrack the productivity of these associates has gone up a notch higher. This saves them 1.5 minutes on every query.

When customers reach out to us to check on their order status our customer delight associates use our internal dashboard to get a quick overview of the order. This view now embeds the HyperTrack view to know precisely where the order is. Associates no longer need to call up the delivery field force and disturb them as they are navigating roads.


Order tracking widget within Zomato dashboard

Building order tracking using HyperTrack

The lightweight HyperTrack SDK was integrated by our logistics partnerDelhivery in their field force apps. They were able to finish the integration and roll out the app under a day of engineering effort. After adequate battery benchmarking and battle testing for strenuous network conditions these apps were scaled up covering all parts of the country.

Through easy APIs our order management systems interact with HyperTrack to define the order workflow: pickups from restaurants and deliveries to customers with their expected place and time. This data is overlayed on top of the location data coming from the SDK making it actionable for our customer delight team.

With the HyperTrack dashboard view embedded in our internal dashboard our associates get all the information they need in one single view. This view is used by 200+ associates who efficiently navigate through flagged orders and customer service queries.

As we scale up the HyperTrack SDK to other logistics partners we are excited to see how the online food ordering and delivery experience can improve even further for our customers.