According to a survey by McKinsey, the global food delivery sector is already valued at an impressive €83 billion and is projected to experience fivefold growth in the years to come. Just a few short years ago, the only places you could get food delivered around the globe were Chinese restaurants or little pizzerias, where you had to call in your order and wait what seemed like an eternity for the delivery guy to arrive. However, the client received absolutely no news at all. However, more and more people are opting to use digital platforms, such as websites or apps, for hassle-free shopping. When it comes to food ordering, people anticipate the same level of convenience as when they order from their go-to restaurant and have it delivered to their preferred location.

Online Meal Delivery and Number Masking

There are two primary schools of thought when it comes to online meal delivery: the established aggregators and the up-and-coming delivery companies that are shaking things up. By moving away from antiquated methods and onto more modern, technologically sophisticated platforms like cloud telephony, delivery players were able to gain an advantage. From the time an order is placed until it arrives at the customer’s doorstep, this is precisely what they needed to track their order.

These delivery industries were able to offer real-time communication with the use of cloud telephony. They may receive an SMS including the specifics of their order, the number of the delivery person, and a URL link to monitor the delivery’s progress, among other things. With features like IVR services and number masking, which made it easier for delivery personnel to reach customers and protected their privacy in an era where timely message updates made minute-by-minute tracking possible, cloud telephony’s voice solutions took it to the next level.

In this case study, we’ll look at how Runnr, a leader in the delivery sector, used IVR Services Providers’s cloud telephony solutions to streamline customer conversations and provide them with real-time order updates.

What is Runnr?

Runnr connects restaurants and e-commerce partners all over India with on-demand delivery drivers. This hyper-logistics partner, with headquarters in Bengaluru, India, facilitates large-scale delivery booking, tracking, and management for organizations. Thanks to Runnr’s extensive network of drivers across the subcontinent, this is now a reality. Runnr currently covers Bengaluru, Hyderabad, Delhi, Chennai, Mumbai, Kolkata, and the majority of Tier 1 cities. Runnr has built a dependable and efficient delivery channel because of their unwavering belief in the power of technology and their straightforward pay-as-you-go strategy. There are no set-up charges involved. Zomato, India’s biggest food aggregator, just acquired Runnr, which has over 10,000 partners and 5,000 satisfied merchants, making it a delivery partner for Zomato.

Initial obstacles encountered by the delivery behemoth

With a massive delivery crew, Runnr processes millions of orders every single month. In this age of peak digitalization, it is crucial to provide real-time communication to end users in order to achieve customer satisfaction. However, Runnr’s business statement was based on the idea of delivering orders in a matter of minutes. To streamline their order management process, Runnr sought out solutions that could give them live tracking. The cloud telephony platform from IVR Services Providers was ideal for meeting Runn’s needs. With the use of a technologically advanced messaging and phone platform, it facilitated real-time communication, which allowed the logistics provider to monitor and assess each order with comprehensive analytics and up-to-the-minute data stored centrally.

Cloud solutions provided by IVR Services Providers to Runnr

Based on their analysis of the logistics provider’s needs, IVR Services Providers offered cloud-based voice solutions such as IVR Services, IVR, and number masking to accommodate the many parties involved in a single order. It was critical to enable real-time contact between consumers and the aggregator due to the enormous volume of orders received daily. The logistics provider may monitor the progress of orders, identify problems, and gain valuable insights into the company’s performance with the help of cloud-based voice solutions.

With IVR Services, buyers and sellers may communicate in real time.

IVR Services by IVR Services Providers is an innovative technology that facilitates real-time connections between agents and clients through the use of a single click. Businesses are reshaping consumer communication with IVR services. With a single click, Runnr’s consumers and merchants can reach out to the logistics provider through IVR Services Providers’s IVR Services services. Instantaneous problem resolution is possible because agents can contact external stakeholders as soon as they provide their contact information.

The IVR Services Providers application programming interface (API) facilitates the seamless, real-time activation of calls between agents and external stakeholders, such as consumers and businesses. Customers and merchants will never have to wait on hold again thanks to this technology, which also provides agents with more leeway to prioritize calls. In real-time, the questions may be about anything: the order’s status, the connection between the customer and delivery staff, etc. With IVR Services Providers’s voice solutions, Runnr was able to expand their business and manage thousands of conversations with ease.

With IVR services, buyers and sellers may communicate in real time.

Direct Dial

IVR Services made it easy for agents to reduce human labor by allowing them to easily set up auto-follow-up calls with customers. Not only did this boost call center performance, but it also provided Runnr’s merchants and customers with an exceptional user experience, which made them boast about how satisfied their consumers were.

Without spending money on third-party lead creation technologies, IVR Services Providers’s IVR Services was one of the easiest ways to create and nurture leads. Thanks to the comprehensive real-time reports, Runnr was able to simply sort customers and merchants by query, which in turn allowed agents to contact more leads and generate more money.

By making all call recordings accessible to the client, IVR Services doubles as a training tool, allowing for the monitoring of service quality, the identification of gaps, and the subsequent provision of appropriate training to team members, all of which contribute to customer satisfaction and brand loyalty.

IVR Services by IVR Services Providers made it easy for Runnr to monitor the amount of phone numbers dropped by website visitors and agent-initiated calls. After implementing IVR Services Providers’s voice solutions, Runnr was able to better organize their business operations with the use of detailed reports and call records.

Consumers can get in touch with Runnr more quickly through IVR Service Providers’s IVR Services.

There might be situations where customers or merchants would prefer waiting to be connected to agents rather than placing their numbers on Runnr’s website for agents to contact them if IVR Services enabled that feature. This could happen if customers or merchants wanted rapid resolution.

Businesses may build client experience with the use of IVR Services Providers’s Interactive Voice Response (IVR) studio and their custom-made call sequences, which streamline company communication. Users of Runnr are able to get their questions answered quickly and easily thanks to the high-quality calls made possible by IVR Providers’s IVR Services. IVR Services Providers’s interactive voice response (IVR) is a straightforward, user-friendly dashboard with different widgets that let Runnr personalize the conversation flow and allocate key presses based on the selected department. Keep reading to find out how Runnr was able to give its merchants and customers an enjoyable experience by utilizing IVR Services Providers’s IVR Services.

By decreasing human labor and automating processes, help center personnel may address requests faster with several widgets. In order to better keep track of clients’ query histories, agents can now take notes and disposition codes during live calls. Agents do not need to manually enter reminders for follow-up calls. By automatically dialing the consumer at their desired time, auto-follow-up helps decrease manual intervention. With the use of IVR’s widgets, companies can set the hours that their support crew is available to customers. This way, the support center will only be active during those times. Customers who contact us after business hours can use the voicemail widget to leave a message, and agents will be able to contact them during regular business hours.

IVR Services Providers’ IVR Services also made it possible for live call monitoring and tracking as well as in-the-moment call analysis, enabling Runnr to better listen to client inquiries and provide prompt solutions. In addition to being one of the greatest training models, Runnr’s call barging, whispering, and conference capabilities helped agents learn for future reference and achieve first-all resolution by allowing them to handle client difficulties in real-time.

With the help of IVR’s Text to Speech and Speech to Text features, customers can have a first-rate experience thanks to personalized welcomes and professional voices. Use of IVR Services Providers’s IVR Services would have many benefits for Runnr, including the ability to support multiple languages, build a professional image for the business, and save operational costs.

IVR Service Providers’ powers propel Runnr to new heights.  IVR Services gave Runnr a safe platform to manage calls. It also helped the business monitor agent availability and productivity, which allowed them to fairly divide up calls.

In addition to boosting productivity for the support team, IVR Services Providers’s IVR Services allowed Runnr to streamline the customer support process, which meant that customers had an easier time interacting with the company.

IVR Service Providers’ powers propel Runnr to new heights.

The logistics providers’ business went from a few hundred calls to millions of calls thanks to IVR Services Providers’s platform, which Runnr used to grow. Runnr continues to use IVR Services Providers’ cloud-based speech solutions despite Zomato’s acquisition of the company because of the platform’s dependability and security.

After Zomato bought Runnr, the monthly call volumes increased to about 35 million from customers and 3 million from merchants; luckily, Kalerra’s platform handled all of these calls smoothly. IVR Services Providers keeps providing voice solutions to match the ever-growing needs of its clients, even as Zomato expands its operation to 24+ countries and 15+ cities in India. With over 1.3 million restaurants on board, Zomato relies on IVR Services Providers’s platform to keep things running smoothly for its 90 million users and provide a positive dining experience for all.

Conclusion

There is a lot of rivalry in the food delivery industry, so new companies are always looking for methods to boost sales. One strategy is to offer more creative ways for customers to use their portal. Market research indicates that new companies offering meal delivery services can anticipate a quarterly growth rate of 15%. Cloud kitchen delivery is becoming more popular among entrepreneurs due to this massive increase. Its prime location makes it an ideal hub for expanding companies. The cloud telephony companies’ top-notch, dependable services, low prices, and ease of use make it the solution of choice for all these firms.

In order to expand their customer base and brag about the great service they provide, startups believe that investing in technologically advanced platforms, such as cloud telephony, is the way to go. Brand loyalty is a natural byproduct of a well-executed consumer experience. A great way for businesses to stay in touch with their clients and make them happy is by using cloud telephony messaging and voice services. In today’s technologically advanced world, cloud telephony is the safest and most dependable option for businesses to connect with their consumers, allowing them to succeed.

With cloud telephony, you can connect with your customers faster and they can reach you faster. It’s a technologically advanced solution that will streamline your business operations. Make the move to cloud telephony now to streamline your call center operations, save time on navigation, and increase productivity.