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Zomato Case Study: History, Valuation, Product, Services & Growth
Zomato is an Indian restaurant aggregator and food delivery company that was founded in 2008. Initially, the company started as a simple platform to help people discover new restaurants in their area, but over time it has evolved into a major player in the food delivery industry. Today, Zomato operates in more than 25 countries and has a user base of over 90 million.
Background: Zomato was founded by Deepinder Goyal and Pankaj Chaddah in 2008. The idea for the platform came about when Goyal and Chaddah were working as management consultants and found themselves frustrated with the lack of good restaurant options in their area. They decided to create a platform that would allow users to discover new restaurants based on their location, cuisine, and price point.
Initially, Zomato operated as a simple directory of restaurants, but over time it began to add more features such as user reviews, ratings, and menus. In 2011, Zomato launched its mobile app, which allowed users to access its services on-the-go.
Zomato’s Business Model: Zomato’s business model is based on a combination of restaurant discovery and food delivery. The company generates revenue through various means such as advertising, commissions on food orders, and subscription services.
Zomato has a two-sided platform that connects restaurants with customers. Restaurants can list their menus and prices on the platform, and customers can use the platform to discover new restaurants, read reviews, and place orders. When customers place orders through the platform, Zomato takes a commission on the sale.
Zomato also generates revenue through advertising. Restaurants can pay to have their listings promoted on the platform, which can help them reach more customers.
Finally, Zomato has introduced a subscription service called Zomato Gold, which gives users discounts on food and drinks at participating restaurants.
Challenges Faced by Zomato: One of the biggest challenges faced by Zomato is the intense competition in the food delivery industry. Zomato competes with other major players such as Uber Eats, Swiggy, and DoorDash.
Zomato also faced challenges in expanding into new markets. In some countries, such as China and the United States, the company struggled to gain a foothold due to strong local competition.
Another challenge faced by Zomato was managing its operations during the COVID-19 pandemic. The pandemic led to a surge in demand for food delivery services, which put a strain on Zomato’s logistics and delivery infrastructure.
Successes of Zomato: Despite these challenges, Zomato has achieved significant success in the food delivery industry. In 2021, Zomato went public with a valuation of over $9 billion, making it one of the most successful IPOs in Indian history.
Zomato has also expanded its operations to more than 25 countries, making it a truly global player in the food delivery industry.
In addition, Zomato has been successful in diversifying its revenue streams. The company’s subscription service, Zomato Gold, has been particularly successful, with over 1.4 million subscribers in India alone.
Conclusion: Zomato’s success can be attributed to its innovative business model, its focus on customer experience, and its ability to adapt to changing market conditions. As the food delivery industry continues to grow and evolve, Zomato is well-positioned to continue its success and expand its reach into new markets.
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Zomato: An Ignorant Customer Communication Mistake or a National Issue?
By: Ranjan Kumar
On October 18, 2021 a Zomato app user wanted a refund for a missing item in his online food service order and contacted the company's customer care agent over Twitter. The customer was from the…
- Length: 15 page(s)
- Publication Date: Jan 10, 2023
- Discipline: International Business
- Product #: W29862-PDF-ENG
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On October 18, 2021 a Zomato app user wanted a refund for a missing item in his online food service order and contacted the company's customer care agent over Twitter. The customer was from the southern Indian state of Tamil Nadu, where Tamil was the native language and a matter of parochial pride. What had started as a minor food order detail escalated into an online nationwide language debate with the accompanying hashtag #Reject_Zomato. The entire episode and ensuing online debate lasted less than 24 hours. But the matter created an indelible trail of negative publicity and scathing media coverage for Zomato, denting the company's reputation. Was Zomato's public response to the issue appropriate? Should the company review its use of Twitter as a customer care channel? More broadly, what changes should be considered for Zomato's customer support function to deal effectively with culturally-attuned customer communication in a diverse market of 1.4 billion people with many different regional identities, cultural pride levels, and spoken languages?
RANJAN KUMAR is affiliated with Indian Institute of Management Amritsar
Learning Objectives
This case is suitable for courses in marketing, communications, or international business at the undergraduate and graduate levels. The setting of the case explores the theme of customer engagement and customer service using social media channels in a business environment with high cultural distance, both between the company's customer support team and the customer. It also discusses issues of communication between customer care agents and customers with diverse regional and cultural identities, which can be a challenge for companies navigate effectively. After working through the case and assignment questions, students will be able to understand the communication dynamics in using social media handles as a customer support channel; identify obstacles to empathic communication in customer service and support; understand the role of trust and its various dimensions in customer engagement and communication; and devise a customer communication strategy suitable for markets with high cultural distance.
Jan 10, 2023
Discipline:
International Business
Geographies:
Industries:
Accommodations, Restaurants and food service industry
Ivey Publishing
W29862-PDF-ENG
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Email: ashok.panig rahi@nmim s.edu. Abstract. Zomato started in 2008 unde rneath the name, Foodiebay to begin with. Later in 2010, it had been renamed toZomato. Constantly 2011, Zomato extended to ...
Abstract. Zomato started in 2008 underneath the name, 'Foodiebay' to begin with. Later in 2010, it had been renamed to 'Zomato'. Constantly 2011, Zomato extended to increasingly urban regions the country over in Mumbai, Delhi NCR, Chennai, Bangalore, Kolkata and Pune. After that in the year 2012, the corporate extended working all ...
This case study presents the key strategies followed by Zomato to achieve success till Initial Public Offer (IPO). It highlights how a loss-making company and food aggregator such as Zomato has succeeded through relationship and communication strategies maintained by the company and its co-founder Deepinder Goyal.
A case study on Zomato - The online Foodking of India Redressal Forum in Pune has asked Zomato and along these lines the inn needed to pay Rs 55,000 pay to the lawyer. The court has allowed a 45-day due date to Zomato and to Hotel Preet Punjabi Swad to pay the sum in 45 days or with 10% intrigue accordingly.
IRJMETS137399 - Zomato case study.pdf. IRJMETS137399 - Zomato case study.pdf. Content uploaded by Prima Dsouza. Author content. All content in this area was uploaded by Prima Dsouza on Mar 16, 2021 .
Zomato's tagline - "Never have a bad meal". It serves as a comprehensive encyclopedia of restaurants, replete with ratings, average pricing, menus, and reviews. It is currently the only app of its kind in India. To keep the people entertained, they even have a streaming service with roughly eighteen original series. Zomato just focuses ...
COVID-19 resulted in badly affect ing tourism, transport, economy, and hotel industry. Zomato. food delivery is recovering from the effect of COVID-19 at a rapid rate with ~80% recovery. in metro ...
This is a case study on Zomato, a pioneer in the e-food business segment of India. The study focuses on the online restaurant aggregator's products, offers, marketing strategies, customers, and revenues, which have helped it emerge as a truly international brand. Panigrahi, Ashok, Marketing Strategy of Zomato - Case Study (August 31, 2019).
A CASE STUDY ON ZOMATO Labhpreet*1 *1Division: Mathematics, University Institute Of Sciences, Chandigarh University, Gharuan, Mohali, Punjab-140413, India. ABSTRACT The introduction of digital technology has enhanced the usage of creativity while also reshaping current sectors. The global expansion in the digital sector has had an impact on the ...
Journal of Management and Research. Zomato started in 2008 underneath the name, 'Foodiebay' to begin with. Later in 2010, it had been renamed to 'Zomato'. Constantly 2011, Zomato extended to increasingly urban regions the country over in Mumbai, Delhi NCR, Chennai, Bangalore, Kolkata and Pune. After that in the year 2012, the corporate ...
A case study on Zomato - The online Foodking of India. Journal Of Management Research And Analysis, 7(1), 25-33. doi: 10.18231/j.jmra.2020.007 18. Prashant Raman (2018) Zomato: a shining armour in the foodtech sector, Journal of Information Technology Case and Application Research, 20:3-4, 130-150, DOI: 10.1080/15228053.2018.1552396 19.
The objectives of the study are as follows 1. To understand the marketing strategies adopted by Zomato. 2. To analyze how these strategies have affected their company's growth. 3. To understand consumer perception and behavior towards Zomato. 4. To analyze how Zomato's marketing strategies have affected consumer behavior. 5.
Based on the research, nearly half of the respondents (48%) gave moment marketing by Zomato a rating of 3, indicating that it has at least some impact on them. However, a significant minority of respondents (34%) gave moment marketing by Zomato a rating of 1 or 2, indicating that it has little to no impact on them.
Successes of Zomato: Despite these challenges, Zomato has achieved significant success in the food delivery industry. In 2021, Zomato went public with a valuation of over $9 billion, making it one of the most successful IPOs in Indian history. Zomato has also expanded its operations to more than 25 countries, making it a truly global player in ...
Abstract. This is a case study on Zomato, a pioneer in the e-food business segment of India. The study focuses on the online restaurant aggregator's products, offers, marketing strategies ...
HOW ZOMATO ENSURES RESTAURANT QUALITY Let's say, for example, there's a customer of Zomato, but he/she cannot have control over necessarily over everything that the back end does, if a restaurant lets them down, they will get angry with Zomato, if anybody that he/she interacts with Zomato lets them down, the delivery, poor packaging comes.
The main objective of this paper is to understand online food delivery service by using a survey, how Zomato is operating in COVID-19, its effect on the culture of the hotel industry, the introduction of contactless dinning and challenges. The evaluation of the company is done using the SWOT analysis. 1.
On October 18, 2021 a Zomato app user wanted a refund for a missing item in his online food service order and contacted the company's customer care agent over Twitter. The customer was from the southern Indian state of Tamil Nadu, where Tamil was the native language and a matter of parochial pride. What had started as a minor food order detail escalated into an online nationwide language ...
IJCRT2302560 International Journal of Creative Research Thoughts (IJCRT) www.ijcrt.org e500. A COMPARATIVE STUDY OF ZOMATO AND SWIGGY WITH SPECIAL REFERENCE TO THEIR MARKETING STRATEGIES. Shivansh Setia, Parth Makwana, Dr. Tapesh Kumar Dubey. Student, Student, Assistant Professor Faculty of Management Studies, Parul University, Vadodara, India.
The advancement and use of smart-phones and internet resulted in improving online services.Zomato is a digital platform combining restaurants and an online food delivery systemlaunched in 2008. The implementation of Lockdown to slow down the spread of pandemicCOVID-19 resulted in badly affecting tourism, transport, economy, and hotel industry. Zomatofood delivery is recovering from the effect ...
in all. 82.4% of individuals surveyed participated in the study. The data collector's results were analysed using grey analysis, a data analysis method. According to the data, consumers choose originality on terms of pricing, reliability, and delivery. Both Zomato and Swiggy, well-known online food delivery businesses, were not given the top marks.
About Zomato. Zomato is a leading food delivery service, founded in India by Deepinder Goyal and Pankaj Chaddah in 2008. It started as a website providing restaurant content to help users make informed decisions about dining out. Since then, Zomato has grown to connect over 55 million users to 1.4 million listed restaurants in 24 countries ...
Download file PDF. Read file. Download citation. Copy link Link copied. Read file. ... Zomato Case Study - Team's Learn ing. FY18 $15m FY20 $304m. 20x. Citations (0) References (0)