MIS (3IT05) 22IT553

Practical-10
Aim: Analyze the case-study of an organization.

Swiggy

 Introduction:
Swiggy is a popular online food ordering and delivery platform that operates in numerous cities across
India. Founded in 2014 by Sriharsha Majety, Nandan Reddy, and Rahul Jaimini, Swiggy has
revolutionized the way people order food. The company is headquartered in Bangalore, Karnataka,
India.

Swiggy provides a convenient and seamless way for customers to order food from a wide range of
restaurants, cafes, and food outlets in their vicinity. Through its website and mobile app, users can
browse through various menus, place orders, and have their favorite dishes delivered to their doorstep.

One of Swiggy's key features is its vast network of delivery executives, often referred to as "Swiggy
delivery partners," who pick up orders from restaurants and ensure timely and efficient delivery to
customers. Swiggy uses advanced technology to optimize the delivery process, providing real-time
tracking and updates to both customers and restaurants.

The platform offers a diverse selection of cuisines, ranging from local favorites to international dishes,
catering to a wide range of tastes and preferences. Swiggy also collaborates with restaurants to provide
exclusive deals and discounts to its users.

Over the years, Swiggy has gained immense popularity due to its user-friendly interface, reliable
delivery service, and wide restaurant coverage. It has become a go-to option for people looking for
quick and hassle-free food delivery, making it a significant player in the online food delivery industry
in India.

 Services Offered:
 Food Ordering: Swiggy allows users to browse through a vast selection of restaurants, cafes, and
eateries in their locality. Customers can explore menus, read reviews, and place orders for their
favorite dishes through the Swiggy website or mobile app.

 Variety of Cuisines: Swiggy offers a diverse range of cuisines, including local delicacies, regional
specialties, and international fare. Users can choose from options like Indian, Chinese, Italian,
Mexican, and more.

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 Real-time Tracking: Swiggy provides real-time tracking of orders from the moment they are
placed until they are delivered. Customers can track the status of their order and know exactly
when it will reach them.

 Swiggy Pop: Swiggy Pop is a curated menu offering single-serve meals from popular local
restaurants. It's designed for individual customers who don’t want to order in bulk.

 Scheduled Deliveries; Users can schedule their food deliveries in advance, allowing them to plan
their meals and celebrations effectively.

 Group Ordering: Swiggy allows users to create a group cart where multiple people can add their
food choices. This is especially useful for office lunches or gatherings.

 Restaurant Ratings and Reviews: Swiggy provides a platform for customers to leave ratings and
reviews for the restaurants they order from. This feature helps others make informed decisions
about their food choices.

 Swiggy Super: Swiggy Super is a subscription-based loyalty program. Subscribers enjoy benefits
such as free delivery, no surge fee during peak hours, and exclusive member-only offers.

 Swiggy Daily: Swiggy Daily is a separate app offering homestyle meals and tiffin services. It
caters to daily meal needs, allowing users to subscribe to breakfast, lunch, and dinner packages.

 Payment Options: Swiggy supports various payment methods including cash on delivery,
credit/debit cards, net banking, and digital wallets, ensuring convenient and secure transactions.

 Customer Support: Swiggy offers customer support services to address queries, complaints, and
issues related to orders. Users can contact Swiggy's customer care via phone, email, or in-app chat
support.

 Restaurant Partnerships: Swiggy collaborates with a wide range of restaurants, from local
eateries to popular chains, enabling these businesses to expand their customer base and reach a
larger audience.

 Modules of Swiggy :
 User Module:
o User Registration/Login: Allows users to create accounts or log in using existing
credentials.
o Profile Management: Enables users to manage their personal information, addresses, and
payment methods.
o Order History: Displays the history of past orders, allowing users to reorder easily.
o Reviews and Ratings: Allows users to leave reviews and ratings for restaurants and
delivery experiences.

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 Restaurant Module:
o Menu Management: Enables restaurants to add, edit, and remove items from their menu.
o Order Notification: Notifies restaurants about new orders and provides order details.
o Order Preparation: Helps restaurants manage the preparation status of orders.
o Inventory Management: Tracks the availability of ingredients and items in real-time.

 Delivery Partner Module:

o Order Assignment: Assigns delivery orders to available delivery partners based on
proximity and other factors.
o Route Optimization: Optimizes delivery routes for faster and efficient deliveries.
o Real-time Tracking: Allows delivery partners and users to track the delivery in real-time.

 Admin Module:
o User Management: Administers user accounts, including verifying and managing user
data.
o Restaurant Management: Manages restaurant partnerships, menus, and offerings.
o Delivery Partner Management: Manages the recruitment, onboarding, and performance
of delivery partners.
o Analytics and Reporting: Provides insights into user behavior, popular dishes, delivery
patterns, etc.
o Support and Issue Resolution: Manages customer support, addresses complaints, and
resolves issues.

 Payment and Billing Module:

o Payment Gateway Integration: Integrates various payment methods like credit/debit
cards, net banking, and digital wallets.
o Invoicing and Billing: Generates invoices for restaurants and manages billing-related
activities.

 Review and Feedback Module:

o Review Analysis: Analyzes user reviews and feedback to improve service quality.
o Feedback Management: Manages user feedback and suggestions for service
enhancement.

 Promotions and Offers Module:

o Promo Code Management: Manages promotional campaigns and discount codes.
o Offer Communication: Communicates ongoing offers and discounts to users via
notifications and emails.

 Geolocation and Mapping Module:

o Address Verification: Verifies user addresses and ensures accurate delivery locations.
o Mapping and Navigation: Integrates mapping services for locating restaurants, users, and
optimizing delivery routes.

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 Before Implementation of MIS :

 Inefficient Order Management:

o Manual Errors: Relying on manual processes for order management led to errors in taking
and processing orders. This resulted in incorrect deliveries, leading to customer
dissatisfaction.
o Delays and Inconsistencies: Manual handling often caused delays in order processing and
delivery. Inconsistent service quality between orders and different delivery personnel was a
common issue.

 Data Handling Challenges:

o Data Inaccuracy: Managing a large volume of data without a centralized system led to
inaccuracies. Incorrect customer details, addresses, or order information were common,
leading to delivery issues.
o Lack of Insights: Without proper data analysis, Swiggy lacked valuable insights into
customer behavior, popular food choices, peak ordering times, and other trends. This
hindered strategic decision-making.

 Customer Support Issues:

o Slow Issue Resolution: Customer complaints and issues took longer to resolve due to the
absence of streamlined support systems. This led to frustrated customers and negatively
impacted Swiggy’s reputation.
o Poor Communication: Lack of a centralized system hampered effective communication
with customers. Responses to queries or complaints were often delayed or inconsistent.

 Restaurant Coordination Problems:

o Order Confusion: Coordinating with multiple restaurants manually resulted in confusion.
Restaurants might receive unclear or conflicting instructions, affecting the accuracy of food
preparation.
o Quality Control Challenges: Ensuring consistent quality across different restaurants was
difficult without a standardized system. Varying quality levels affected customer
satisfaction.

 Lack of Scalability:
o Limited Expansion: Manual processes and lack of centralized coordination hindered the
seamless addition of new restaurants and delivery partners to the platform. Swiggy's growth
potential was restricted.

 Security and Privacy Concerns:

o Data Security Risks: Handling customer data without proper systems posed security risks.
Data breaches or unauthorized access could compromise customer privacy and trust.

 Operational Inefficiencies:

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o Wastage of Resources: Manual methods often led to inefficiencies, such as misallocation

of delivery resources or inefficient routing, leading to higher operational costs.
o Ineffective Resource Utilization: Lack of data-driven insights meant Swiggy could not
optimize the utilization of delivery partners, leading to idle time and increased expenses.

 After Implementation of MIS :

 Efficient Order Management:
o Automation: MIS automated the order management process, reducing manual errors and
ensuring accurate order processing and deliveries.
o Faster Order Processing: Automation led to quicker order processing, reducing delays and
improving overall delivery times.
o Order Tracking: Customers could track their orders in real-time, enhancing transparency
and customer satisfaction.

 Data Accuracy and Insights:

o Centralized Data: MIS centralized data storage, ensuring consistency and accuracy in
customer details, addresses, and order information.
o Data Analysis: MIS enabled in-depth data analysis, providing insights into customer
preferences, popular dishes, peak ordering times, and market trends. This data-driven
approach aided strategic decision-making.

 Improved Customer Support:

o Streamlined Communication: MIS streamlined customer communication, allowing for
faster responses to queries and complaints, enhancing customer support efficiency.
o Effective Issue Resolution: Customer complaints and issues were resolved more promptly,
leading to higher customer satisfaction and improved brand reputation.

 Enhanced Restaurant Coordination:

o Clear Instructions: MIS facilitated clear and standardized communication with restaurants,
ensuring accurate food preparation and delivery instructions.
o Quality Control: Standardized processes helped maintain consistent quality across
different restaurants, enhancing the overall customer dining experience.

 Scalability and Growth:

o Efficient Onboarding: MIS streamlined the onboarding process for new restaurants and
delivery partners, enabling Swiggy to scale its services efficiently.
o Market Expansion: With improved operational efficiency, Swiggy could expand its
services to new cities and regions, reaching a wider customer base.

 Data Security and Privacy:

o Enhanced Security: MIS implementation included robust security measures, safeguarding
customer data and ensuring compliance with data protection regulations.

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o Privacy Protection: Customer privacy was prioritized, and secure data handling practices
were put in place to protect customer information.

 Optimized Resource Utilization:

o Delivery Route Optimization: MIS optimized delivery routes, reducing delivery times and
fuel consumption, leading to cost savings and improved environmental sustainability.
o Effective Resource Allocation: MIS provided insights into demand patterns, enabling
Swiggy to allocate resources effectively, reducing idle time and operational costs.

 Enhanced Customer Experience:

o Personalized Recommendations: Data analysis allowed Swiggy to offer personalized
recommendations to customers, improving their overall experience and increasing customer
loyalty.
o Consistent Service: Standardized processes and clear communication improved service
consistency, enhancing customer trust and satisfaction.

 Advantages:

 Efficiency:

o The MIS has automated order processing, from customer order placement to routing it to
the nearest restaurant and assigning it to a delivery partner.
o This automation has minimized errors and significantly reduced order processing time.

 Data-driven decision making

o With centralized data storage and analytics tools, Swiggy can gain deep insights into
customer preferences, ordering patterns, and popular dishes.
o Inventory Management: Swiggy can optimize its inventory management by
analyzing which restaurants are performing well and which items are in high
demand.

 Improved customer satisfaction

o Real-Time Order Tracking - customers can track their orders in real-time,

providing them with a sense of control and transparency.
o This feature enhances customer satisfaction and reduces anxiety related to order
delivery.

 Seamless restaurant co-ordination

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o Swiggy can communicate more efficiently with restaurant partners.

o This leads to faster delivery times and improved coordination.

 Scalability and market leadership

o The MIS enables Swiggy to scale its operations efficiently.

o It can onboard more restaurants, expand to new cities, and handle a growing
number of customers seamlessly.

 Scalability and market leadership

o Swiggy has introduced innovative services like Swiggy Pop, Swiggy Super, and
cloud kitchens to diversify its offerings and cater to a broader range of customer
needs.
o The MIS empowers Swiggy to quickly adapt to changing market dynamics and
customer preferences

 Conclusion

The incorporation of a Management Information System has proven transformative for Swiggy,
enhancing its operational efficiency, data analysis capabilities, and customer contentment. Swiggy's
adeptness in aligning with customer preferences and optimizing its processes has conferred a
substantial edge in the fiercely competitive food delivery sector. In summary, the implementation
of MIS stands as a pivotal milestone in Swiggy's evolution into a premier food delivery platform.

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