Final group report

MGT489
Section -17
Spring 2021
Submitted to: Dr. SSM Sadrul Huda
Group members:

No Name ID

1 Faria Tabassum Annesa 1521803030

2 Mehjabin 1721250030

3 Redwanur Rahman 1731638630

4 Nayemuddin Emon 1712290630

5 Udoy dash 1632190030

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6 Ashif Shahnawaz 1711068030

Date of submission: 18th may 2021

CONTENT
NO CONTENT

1 Introduction

2 Company profile

3 Mission,Vission and objectives

4 Hierarchy

5 Major competitors and challenges

6 SWOT analysis

8 Marketing mix

9 Porters 5 forces

10 Segmentation

11 Marketing strategy during pandemic

12 Consequence

13 Human resource strategy and efficiency

14 Achieving superior customer responsiveness

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15 conclusion

16 References

1. Introduction

Foodpanda is world class food delivery marketplace where they are fulfilling customer’s on-
demand food ordering and delivering that makes them with local restaurants. It is an application
which is very accessible and easy to use by the users, In terms of friendly manner of usable
platform it enables users to browse the food menu and select it for instant order. Food lovers who
want to take food at home can order a wide variety of mouthwatering and delicious foods online
with the help of user friendly options. It is operated in more than 50 countries in the world
(Business model insights, 2020). In 2012 Ralf Wenzel and Benjamin Bauer founded food
ordering service Foodpanda in Germany, with the help of incubator Rocket Internet
(Cleverism.com). Foodpanda raised a total of $318 million in venture capital; the company
raised $20 million in initial funding from Investment Rocket Internet, AB Kinnevik, and
Phenomen Ventures in 2013 (elluminatiinc.com). They designed it in a very effective manner
where they can browse restaurants, place meal in order and deliver to them. This brand was
basically utilized in Europe and Asia. I Africa, Middle East and Latin America it is called
“hellofood”. Their business strategy makes them successful in the field of their business
portfolio. Their market penetration, globalization standard strategy, lowering cost and delivery
fee and innovative business model makes them worthy and successful in the world. Their
consumer segmentation, value proposition, key activities in terms of business is different and
unique so far. They mainly focus of acquisition which increases international presence in the
market. There are always focused on accessibility, convenience, customization, cost reduction
and brand value (Cleverism.com).Their sense of customer relation and interaction make them
spontaneously. Their successfully dealing their business in terms of their proper business
strategy, implementation, tactics, skillful employees and frontline staffs. Their offer like bulk
purchases, discount offer, advertisement fees, buy one get one offer makes them more successful
during the pandemic when they hits their stones of glory in business. Building good relation with

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retail stores of food, restaurants and connecting them to their potential customers enables them to
reign the market in the food delivery industry. By ensuring and providing their services they
gained customers more and more at the same time which is increasing their market share.

2. Company profile

Rocket Internet, the tech startup incubator was established in Berlin in 2007 by the three scholar
brothers named Marc, Oliver and Alexander Samwer. One of the most recognized web services
from Rocket Internet is meal delivery site which is Foodpanda, established in 2012. Foodpanda’s
other investors include Rocket Internet, Phenomen Ventures, Investment AB Kinnevik and
iMENA Holdings. In 2015, Foodpanda is active in over 580 cities around the world, gets
150,000 unique visitors every day growing, operating in 12 of the largest 20 metropolises, and
partnering with over 60,000 restaurants (Mustary. B, 2016). Right now they have partnered with
more than 115,000 restaurants around the world in different 246 cities. The massive and fast-
growing €90 billion food delivery market is driven by global trends, including booming
smart-phone usage, younger populations of “digital natives” in emerging markets, and a
growing global middle class (Foodpanda, 2017).This service was first started in our country with
the acquisition of HungryNaki in 2013. The growth of this company in our country and others as
well for the reason of internet availability, customers’ acceptance, monetary value offering which
is like reducing the costs, efforts and time and so forth. Their value proposition, customer
segmentation, providing the relentless service to their customers, key resources, low cost and
differentiation strategy makes them competitive in the market. Their revenues are form their
partnered restaurant’s commissions like transaction fees and advertising fees. They also get
benefitted in terms of promoting the food menu and offers from the restaurants. Customers
utilize the service via the website while having the need of interaction with them. Their cost
driven structure is aiming to minimize their cost through significant automation of service and
low cost value proposition to their customers. Their fixed cost is sales promotion and driver’s
payment, customer service, operation and administration. Their strategy, tactics makes them a
unique height in the food delivering industry market. Their valuation of their company which is
their net worth is $6 billion. Statistical report shows that shows that Foodpanda received around

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8.7 million in 2014 alone while it had completed about 22.6 million in 2015 (elluminatiinc.com).
During the COVID-19 pandemic their relentless efforts and services are remarkable and gained a
huge amount of market share. They have strong social media responses with 2.5 million
followers in Facebook page.

3. Mission, vision and Objectives

Mission &Vision

Their mission and vision is very specific and clear. Their mission is to provide the perfect blend
of the traditional cuisines from all around the world. Their vision is to serve the people a
sumptuous food without any hassle. It intends to make the food delivery easy and convenient
throughout the world for all the food lovers. In their mission of business they operated it and
achieved their success for their service and business strategy. They are always worry their
partners. They will be happy when their foods will be delivered and all the different cuisines will
be flourished throughout the world. Customers can choose Mediterranean, Japanese, Healthy,
Vegetarian or Vegan cuisine and you can order your most loved desserts and cakes. It was never
so easy to get a dessert a few clicks away and the most hard to make cake will be at customer’s
door. Foodpanda not only to give customers the best choice of meals, but also to make it fast,
easy and convenient. Customer’s food delivery is just a few clicks away, while they are relaxing
and having fun with your friends and family. They can order their favorite meal at their doorstep
and enjoy the food (Mustary. B, 2016). Easy and advanced payment facilities will be introduced
by them in terms of business growth and expansions. Foodpanda’s mission is to provide
customers with an easy and secure way to order from the best takeaways in their area

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(cleverism.com).

Objectives:

Foodpanda’s objective is to provide the service and delivery food to the ends of the world before
it competitors reach there. Along with this have also other objectives which is given below-

Procurement – Acquiring local business for accessing a wider amount of customer base,
diversify the products, services and reducing competition in that particular place.

Becoming a Market Leader- Increasing market share through the growth and profitability of
their business so that it may become market leader of online food ordering business where they
can reign alone.

Awareness- Increasing the awareness of new food brands by 20% in next 6 months. Their
differentiated promotional strategy is the way to learn and aware customers about the foods of
different restaurants.

Encouragement- encouraging customers who have not ordered from Food panda recently and
also the people who don’t know how to take advantage of it. Foodpanda is currently the most
globally prominent online marketplace for food delivery, active and rising in Asia, Europe, Latin
America, the Middle East and Africa. By the end of this fiscal, Foodpanda aims to have a market
share of up to 10 per cent of the food-ordering market. The market place growth of Foodpanda is
driven by expanding its services into eight more countries where they were not aware and
encourage to take food through online platform including Croatia, Tanzania, Bulgaria, Uganda
Serbia, Kazakhstan, Slovenia and Azerbaijan (academia.edu).

Afford to do anything they want to eat. Here, people of all ages and genders will find food that
fits them.

Geographic segmentation: Geographic segmentation, on the other hand, is also one of the
simplest to spot, grouping consumers based on their physical position. Just Dhaka, Chittagong,
and Sylhet get Food Panda's goods in the shortest time possible. Food delivery takes no more
than 30 minutes after the order is placed. Food Panda is now only targeting major cities, although
it has plans to expand.

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Psychographic segmentation: Psychographic segmentation is concerned with the characteristics
and desires of your clients. Customers' preferences are used to categorize Food Panda's items. It
is divided into sections such as "Burger," "Pizza," "Indian," "Chinese," "Thai," and so forth. As a
result, people can locate every restaurant's menu items.

Behavioral segmentation: For e-commerce firms, behavioral segmentation may be the most
effective of all. To be fully accurate, it takes a small amount of data, similar to demographic
characteristics, however most of this can be collected directly from the website. Purchasing
patterns, spending habits, and browsing habits Interactions with the brand, Brand loyalty is a
term used to describe a person's commitment to a particular brand. People eat based on their
moods and what they require at the time. As a result, food pandas sell them whatever thing they
choose, allowing them to consume

4. Hierarchy

Foodpanda is a middle person where they connect eateries that do not have delivery services to
consumers that wants them delivered. Foodpanda processes and sends orders directly to partner
restaurants, then delivers the meals by delivery riders to the customers. The service is available
via its websites and mobile applications. It connects customers with restaurants that offer food
delivery in their area and lets them choose, order and pay online/offline. Customers order food
by entering their postcodes on the site and browsing for food from a list of restaurants.
Foodpanda has two interdependent customer segments that are needed for operation, consumers
and restaurants. The company offers a huge value in comparison to normal food delivery or
traditional takeouts. Aside from accessibility and convenience, users can also choose an array of
food or beverages to their liking. Customers can also customize, choose and filter restaurants
based on their cuisines or type of food. This method of ordering has proven to lead to higher
customer satisfaction. Users would also be more willing in recommending the brand if the
experience was pleasant. The company tries to gain advantage from tracking customer’s
preferences. They also shared weekly data reports with restaurant partners, including
recommendations for under-performing brands. Foodpanda apps and websites also share
recommendations for users to show nearby restaurants of different categories.

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4. Major competitors and challenges

Online food delivery services are widely available everywhere by now. It is no longer advanced
or unfamiliar; almost every individual has tried ordering food through the Internet. The current
scenario has caused a massive competition, not only between online food delivery services but
also with traditional restaurants providing free home delivery services. Foodpanda operates in
nearly 40 countries all over the world. The company’s market focuses on a young upwardly
mobile demographic who enjoys the convenience of eating restaurant quality food at home. By
ordering via their mobile app or website, consumers can order food and beverages easily without
a hassle. Hungrynaki is the main competitor of Foodpanda in Bangladesh. Basically both
foodpanda and Hungrynaki are aims at delivering the food from the desired restaurant. We can
see that hungrynaki is becoming the main competitor of foodpanda and its aim is also providing
people with food from their favourite restaurants without having to fight through traffic, bad
weather. It is an e-commerce website, which delivers food from restaurants to your doorstep and
it's all just a click away. Foodpanda is giving a good fight back. Hungrynaki is a Bangladeshi
business entity whereas foodpanda is a global server. But we can say that foodpanda have lots of
experience to face the competition. Pathao food is also a competitor of foodpanda. Because right
now foodpanda’s delivery service is not very well right now. Because the delivery men are not so
experienced. They are not trained up. They are just riding and delivering their foods only for

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money. But not for the best quality service. They are misbehaving with the customer. That is why
some of the customers are not prefer to order from foodpanda. They order from pathaofood or
Hungrynaki. The main challenge of foodpanda is to maintain their delivery service. They have to
upgrade service. They have to trained their delivery man that how to deliver and behave their
customer. They also have to response their customers complain. For example if a customer
complain for their food or for something else they have to response immediately. if they do not
give the instant respond then customer are not given better service.

5. SWOT analysis

Strengths:

● Outstanding Platform: Customers' orders are processed by Foodpanda and delivered

directly to partner restaurants. It delivers orders to customers after they have been
processed. Customers can order food by entering their postcodes on the website or via
mobile apps.

● Quick delivery: FoodPanda saves time to their customers by offering an exact delivery
time through ETA, which allows them to understand exactly how long it will take for the
parcel to arrive at the specified location.

● Investments: Foodpanda takes orders from their websites and smartphone apps. It serves
as a connection between customers and restaurants. Foodpanda has raised $318 million in
venture capital. During the year 2013, it received around $20 million in seed funding
from Rocket Internet and Investment AB Kinnevik. IMENA Holdings spent around $8
million in the same year. Foodpanda had already received a $100 million investment from
Goldman Sachs. All of these discoveries are a big asset to the business.

● Innovations of technology: To solve the logistic problem, foodpanda developed the

"Urban Ninja" logistic program, which has made their job easier and more effective.
They have been able to provide end-to-end customer interactions as a result of

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 technological adoption and ongoing experimentation in innovative processes and
systems.

● Good Customer Support: Foodpanda provides excellent customer service and caters to
their specific needs and tastes in food. The food menus are constantly evolving, and the
company is attempting to broaden its restaurant connections.

● Global Rebranding: Foodpanda provides excellent customer service and caters to their
specific needs and tastes in food. The food menus are constantly evolving, and the
company is attempting to broaden its restaurant connections.

● Global Operations: Foodpanda operates in a number of countries across Eastern Europe,

the Middle East, and Asia.

Weaknesses:

● Orders from nearby restaurants: Orders can only be fulfilled by restaurants located in
the order's zone. This is a flaw because not all restaurants will be open at all times. Which
will lead them to lose some potential customers.

● Tap on the Free Delivery: For one person, the quantity required for free delivery is
sometimes a little higher.

Opportunities

● Growing Market: There seems to be a good match, since there is the prospect of
potential customers in the rising industry.
● Customer Expansion: Foodpanda needs to broaden its horizons in order to satisfy the
needs of more consumers. It will need to form partnerships with a variety of restaurants
in order to attract more visitors to the website. This would expand the company's
opportunities.

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 ● Increase in Customer Loyalty Programs: Foodpanda may create a variety of customer
loyalty services to keep customers coming back. They might introduce some incentives,
such as reward schemes, to encourage them to stick with them. For them, this will be a
Big opportunity.

Threats

● Increased Potential Competitors: In this market, there appears to be more competition.

New and existing companies are coming up with better offer. This is a significant threat
to Foodpanda's market.
● Change in economic condition: Changes in the global economy would have an impact
on industry. This is also a significant challenge to the company.
● Ease of going to the nearby restaurant: People may prefer to eat at a nearby restaurant
rather than ordering online. This poses a risk to the company as well.

6. Four P’s

Product: Foodpanda provides a secure, delicious, and exclusive dining experience without the
hassle of traveling or preparing ahead of time. It's more about ordering via mobile and online,
which connects customers to their preferred restaurant. The ordered food is sent directly to
restaurants, who then distribute it to customers. Food ordering is a simple procedure. Customers
must first enter their postcodes on the website before browsing the menus of available

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restaurants. When searching the menu, items can be quickly picked. When placing an order, you
must first enter an address and then proceed to check-out. By sending an SMS, Foodpanda
confirms the order and the expected delivery time. Orders are communicated to restaurants,
which then sell to customers. Online apps are used to choose, order, and pay. On the company's
restaurant site, there is a review section where customers can leave feedback on a variety of
features such as delivery, sales process, overall impression, and taste.

Place: Foodpanda is a global company that allows customers to purchase food from local
restaurants through their websites and apps. Its network spans approximately forty-three nations,
with its headquarters in Berlin. In the international market, Foodpanda has ties-ups and
agreements with an estimated 40,000 restaurants.

It began in Singapore and expanded to Latin America, Eastern Europe, Russia, Africa, and Asian
countries such as India, Bangladesh, Thailand, Singapore, Malaysia, and Pakistan by the
beginning of 2016. It has nearly 4,000 restaurants with distribution points in forty cities,
including Hyderabad, Mumbai, Bangalore, Chandigarh, Pune, and Delhi. Mast Kalandar, Baskin
Robbins, Nirula's, Subway, and Pizza Hut are among the company's more than two thousand
distribution partners. It has employees who have been qualified to effectively fulfill consumer
demands.

Price: Foodpanda has grown into a massive online portal as a result of many pricing policies
implemented by the company. It has implemented a value-added pricing approach, which ensures that
consumers receive high-quality goods at a fair price.

It faces competition from a variety of brands, so it has implemented a dynamic pricing strategy that
allows it to keep item prices fair. Customers are given a variety of rewards, such as discounts and
exclusive deals, in order to entice them away from competing brands. It also lowers the cost of its
services, resulting in more orders and higher sales for Foodpanda.

Promotion: Foodpanda has benefited greatly from the use of digital media to raise brand
awareness. To maintain customer loyalty through email marketing, the organization believes in

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delivering something fresh and innovative on a regular basis in the form of food festivals,
discounts, and rewards.

Several advertisements have been released using social media. To retain exposure and brand
awareness, it has a Facebook page with daily updates and interactions. On Twitter, it has a large
number of followers. In the case of Foodpanda, user-friendly apps have been a perfect way to
attract customers. Foodpanda is in your bag, according to one of the company's taglines. It
reminds consumers that the Apple and Google Play stores have easy and fast access. To retain
brand awareness, advertisements are often placed on various apps. Famous malls, television,
radio, theater, magazines, newspapers, rail, bus, and billboard hoardings have all been used to
promote the event. It has had an agreement with the Indian Online Railway System since
December 2015, allowing customers to order food while traveling.

7. Porter’s 5 forces

In the capital and a few other major cities, a society has arisen in which digital people can order
food from reputable restaurants and home-based companies and have it delivered to their
doorsteps by merely swiping their fingers through an app. HungryNaki, which opened in 2013,
was the first to facilitate such online food delivery. It helps residents of Dhaka to browse for and
find nearby restaurants of their choosing, as well as place orders on their behalf. Food Panda

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followed suit six months later. A quick study of the online food distribution industry has been
conducted using Porter's five factors. The elements are divided into five dimensions based on
Porter's five powers, which are:

The threat of new entrants (low): For newcomers to this sector, economies of scale pose a
significant challenge. The cost of the app would have an effect on the overall cost. In the other
side, it will take time for the newcomer to establish a reputation in the industry. In any situation,
potential competitors would find it impossible to get into this market. Because Food panda has
already gained a lot of reputation.

Bargaining power of buyers (High): There is no consumer switching cost in this sector.
Because of the growing number of options in the Food industry, customers' power is growing.
Consumers have a lot of power in this business and they can prefer to purchase from one of Food
panda’s multiple rivals if they don't think food panda is good enough. As a result, buyers will still
be on the lookout for the best prices, resulting in a very price-sensitive market. With so many
Food panda’s rivals offering similar packages, the market is highly competitive, with consumers
looking for the best deal. To move companies, consumers only need to download the desired
company's software for free and use it.

Finally, because of the other food delivery services they can purchase instead of Food panda
that’s why buyers have high amount of power. Switching has a low cost as well.. As a result, the
customer's bargaining power is high in this situation.

The threat of substitute (Moderate): Companies in this field are putting forth their best efforts
to create a variety of possible substitute products. Food panda, for example, offers free shipping
on the first five orders placed by consumers to enable them to use the service, while Uber Eats
offers discounts on food prices once a consumer purchases over than $100. Substitute goods are
being produced based on promotional deals like these.

To summarize, the risk of a substitute product is Moderate.

Bargaining power of supplier (Low): In this sector, suppliers have a high switching cost. To get
started, they'll need to set up the app and pay for legal fees. They, on the other hand, may not
need any investment in distribution mechanisms and instead receive their fee from the industry.

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Supplier bargaining power is low in the market when it comes to switching costs.

.Rivalry among existing companies (High): In Bangladesh, market competition between

competing brands has increased in the twenty-first century. The market has a large number of
brands, each of which is based on consistency, technology, consumer convenience, and pricing.
All of these elements are essential for establishing customer loyalty. In the industry, there are
many competitors. Food panda, Pizza Delivery, Deliveroo, and Uber Eats are some of the most
common online food delivery services in town these days. When opposed to other firms, food
panda is well ahead. Furthermore, the industry has a high degree of overall rivalry.

To summarize, competitive competition is high, and Food panda must be mindful of the
challenge that competitors pose to their market, especially as other food delivery companies like
Pizza Delivery, Deliveroo, and Uber Eats.

8. Segmentation

The method of segmenting a target market into smaller, more specific segments is known as
market segmentation. It categorizes users and audiences into groups based on common interests,
desires, needs, or geographic location.

Demographic segmentation: When people hear the term "consumer segmentation,"

demographic segmentation can be the first thing that comes to mind. This is not the simplest
method of identifying consumer classes, but it is still efficient. As an example. Demographic

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segmentation can target potential buyers based on their wealth, ensuring that your marketing
dollars aren't spent on people that can't afford your product. Food Panda targets people of all
ages, genders, and socioeconomic classes. Everyone has access to it, and then everyone can
afford to do anything they want to eat. Here, people of all ages and genders will find food that
fits them.

Geographic segmentation: Geographic segmentation, on the other hand, is also one of the
simplest to spot, grouping consumers based on their physical position. Just Dhaka, Chittagong,
and Sylhet get Food Panda's goods in the shortest time possible. Food delivery takes no more
than 30 minutes after the order is placed. Food Panda is now only targeting major cities, although
it has plans to expand.

Psychographic segmentation: Psychographic segmentation is concerned with the characteristics

and desires of your clients. Customers' preferences are used to categorize Food Panda's items. It
is divided into sections such as "Burger," "Pizza," "Indian," "Chinese," "Thai," and so forth. As a
result, people can locate every restaurant's menu items.

Behavioral segmentation: For e-commerce firms, behavioral segmentation may be the most
effective of all. To be fully accurate, it takes a small amount of data, similar to demographic
characteristics, however most of this can be collected directly from the website. Purchasing
patterns, spending habits, and browsing habits Interactions with the brand, Brand loyalty is a
term used to describe a person's commitment to a particular brand. People eat based on their
moods and what they require at the time. As a result, food pandas sell them whatever thing they
choose, allowing them to consume.

9. Market strategy and analysis

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Foodpanda is prominent in conducting the type of business that helps people from different
locations when the pandemic hits the world very badly. The government of almost every nation
imposed lockdown because of coronavirus as it is not safe to go out. It also not possible to
continue lockdown hence many businessmen are taking risks and open up their shops and
restaurants in order to survive in a pandemic situation. Foodpanda has brought a revolutionary
change by their way of business. During this pandemic, they have captured and spread all over
Bangladesh by their unique marketing strategy.

Social media marketing: Social media marketing is an advanced way to build the business and
helps in business growth. Foodpanda is following the marketing strategy from the very
beginning. They have pages on Facebook, Instagram, Twitter, and YouTube as well. The
company maintains these platforms and posts many promotional videos and captures young age’s
customers.

Safety Measures: If any customer sees a food delivery boy, he/she might find masks in their
face and gloves in their hands. Corona is a deadly virus that can be spread through breathing so
safety measures are inevitable. Foodpanda also trained their delivery boys to follow all safety
measures and sanitize their hands frequently.

Digital Marketing: Foodpanda is an online-based business that only accessible by the use of the
internet and the app. Customers use an app to order foods from restaurants and pages and able to
make an online payment. Cash on delivery is also possible moreover the company fully
performing the business digitally where they are taking advantage of digital marketing. In this
pandemic, they become popular for following the strategy of capturing customers from social
media as well.

Relationship Marketing: The Company has merged with many banks and online banking
platforms for payment purposes and also many restaurants. The delivery boys collect orders and
provide parcels in certain locations within 30minutes. The apps maintain all the criteria so that it
becomes simple to handle the business.

Viral marketing: This technique helps the company to gain popularity in this pandemic.
Foodpanda is available on every social media platform and people are now spent the maximum
time in these sectors to pass their leisure time where they able to make communications whit

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friends and family. The company has made numerous advertisements to capture the attention of
internet users to generate business. Nobody wants to go out for the fear of viruses so people are
now intended to buy foods online. Here, the company has gained trust for its effective strategy in
the business.

Affiliate marketing: Different banks provide discounts and offers on their credit card to
enhance transactions and taking advantage of affiliate marketing. They are collaborating with
foodpanda where the company sends out suggestions and offers to make money.

10. Consequence

From many years, foodpanda is doing its business precisely by delivering foods in time. The
company had gained the large market segment before the pandemic in Bangladesh. Most of the
young people ordered food especially the office going people and try to eat the best meal at a
reasonable price but it becomes more famous during the pandemic. The company has gained a
huge market share while people stopped going out and then the different promo codes and
promotional offers help to increase the user rate of the application. Foodpanda connects people to
their local food points so that it becomes unnecessary to go to any restaurants where the fear of
viruses is predominated. Every people has corona phobia and often goes out unless there are any
major works to accomplish but it becomes an opportunity for the company. The company is
expanding quickly by raising the market share and going to new places to capture more markets
and gaining competitive advantages from other competitors.

11. Human resource strategy and efficiency

Foodpanda certainly believes in work-life concordance. It’s key that their Pandas are able to
strike adjust between work and individual life. In numerous ways, innovation and inaccessible
working has obscured the line between work and domestic. To address this, they encourage
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directors and groups to concur on boundaries to ensure each other’s individual time.

In addition, they have presented different programs and activities for representatives, such as
setting up a work-from-home online bolster entry, and presenting flexi-benefits. they identified
few groups indeed do virtual 'drinks' amid the pandemic so individuals can chat openly in a
casual setting with a drink in hand - it’s flighty but it’s too imaginative and exceptionally
spontaneous. While they perceived that working from domestic brings certain benefits - and
numerous of their representatives do appreciate the included adaptability - it too has its
challenges as the integration between work and individual lives is more predominant. As
inaccessible work takes off inconclusively, they understood that they need to create beyond any
doubt their workers are both comfortable and beneficial at their homes, and be able to recognize
the line between work and domestic so they are way better able to oversee a work-life harmony.

At the begin of the pandemic, they set up a work-from-home entry, that incorporate
recommendations on efficiency, self-care, tips for guardians with kids, mental prosperity, and
indeed sharing of dietary formulas for their Pandas to whip up at domestic. For case in
Singapore, they moreover propelled their work-from-home flexi-benefits at begin of the
widespread, which incorporates reimbursements with a restrain of S$300 to assist their Pandas
amid the move. The stipend permits pandas to form buys of their individual domestic office
furnishings .they moreover organized a mental prosperity week where they facilitated an
arrangement of talks and workshops to form mindfulness approximately mental health, break
down marks of disgrace and given counsel on situations of mental safety. Their Pandas work
exceptionally difficult to bring the most excellent involvement to their clients, and its imperative
that foodpanda team lookout of everybody in their company.

12. Achieving superior customer responsiveness

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Innovation has continuously been at the heart of the foodpanda trade - being able to work well
online and collaborate well with Pandas all over the locale is pivotal to foodpanda victory. When
the COVID-19 widespread hit, they transitioned consistently to farther working courses of
action, since much of their operations have as of now been online. They contributed in
innovation, leveraging the correct teleworking and innovation devices such as Google Meet,
Zoom, and G-Suite for their regular work and group collaboration. The same can moreover be
said for their eatery accomplices and riders, where they had to respond rapidly to supply the
opportunity for them to onboard remotely and securely amid COVID-19.

The company oversees all their client benefit request through Zendesk Back and Zendesk Chat,
and in spite of the fact that Foodpanda is generally unused to giving live chat, they as of now
keep up a client fulfillment (CSAT) rating of 90 percent in that channel. They’ve moreover
created a sound technique to oversee their huge, worldwide back group. When rolling out live
chat, Foodpanda needed to supply chat back in different languages and over numerous nations.
Ensuring that client requests are dealt with by the correct operator for the proper nation is no
simple accomplishment. Foodpanda recently launched live chat back through their portable
application as well, utilizing the Zendesk Chat SDK. In expansion to making the back
involvement consistent to clients, this too made a difference divert portable clients from clearing
out negative audits within the app store. Whereas the audit might have nothing to do with the
versatile app encounter, clients instinctively turned to composing audits on the app when they
were incapable to discover a communication channel local to the app.

Foodpanda proceeds to develop and points to realize a 95 percent CSAT rating universally. In

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this case, rapid back and full, fulfilled stomachs lead to happy clients.

13. Conclusion

Since the very starting of the COVID-19 widespread the conveyance benefit stage has illustrated
its commitment to the most elevated measures of duty. The brand has been tirelessly working
with different players/partners within the community to bring help to the individuals of Thailand.
By conveying sanitizers to clients, foodpanda will contribute to obliging the growing demand
globally within confront of COVID-19. As of now, clients can arrange anything from day by day
basics to the basic supply to pharmaceuticals to gadgets from Pandamart. Commerce show and
strategy-wise, Pandamart is to basic supply and electronic stores what Foodpanda is to eateries.
Foodpanda endeavors to pick up a market-leading position in each nation it works in. Its
budgetary donors, which have contributed over 310 million venture-capital dollars so distant,
incorporate huge names such as Goldman Sachs and Berlin-based trade hatchery Rocket Internet.
Given the furious competition on the nourishment conveyance showcase, foodpanda needs to
distinguish itself from its competitors by guaranteeing convenient conveyance, tall quality, and
great service. In arrange to realize that, the company created its claim conveyance benefit
innovation and standardized its operations which moreover work in complex markets and huge
cities and scale fair as effortlessly as its trade arrange. So if they continue to do what they are
doing ,then the time is not far when they will be the leading delivery company.

21 | Page
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2. https://blogs.brighton.ac.uk/charliebrown/2018/10/29/workshop-2-foodpanda/

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Working & Revenue Model. Business Model Insights. Elluminati. Retrieved from-
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insights/

4. Company-Foodpanda. Careers at Foodpanda. Cleverism. Retrieved from-

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5. Mustary. B. 2016. Case study on Foodpanda. The Amazon of food ordering in

emerging markets. Academia.edu. Retrieved from-
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6. Foodpanda.com (2017, January 30). Food Delivery Order Food Online |

Foodpanda. Retrieved from https://www.foodpanda.com/

7. Bangladesh Bureau of Statistics (BBS), 2015. GDP data. Retrieved from

http://www.bbs.gov.bd/WebTestApplication/userfiles/Image/GDP/GDP_2014-
15_Final.pdf

8. Bhasin. (2019). SWOT Analysis of Foodpanda. MARKETING91,

https://www.marketing91.com/swot-analysis-of-foodpanda/

9. Bhasin. (2019a). Marketing Mix of Foodpanda – Foodpanda Marketing Mix.

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https://www.marketing91.com/marketing-mix-foodpanda/

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