How Paytm Uses MapmyIndia To Deliver An Exceptional Customer Experience
Delivery On Time, Every Time
- Customer Since Oct 2018
- Monthly Active Users 140 million
- Orders Per Month > 1 million (Paytm Mall)
- Total SDK Installs > 200 million
- No. of Use Cases 6
You've ordered stuff online, right?
Have you ever got your package without having to talk to the delivery person?
Probably not.
Don't worry! You're not alone :)
The last mile in e-commerce delivery can be super challenging.
However, there is one thing that is helping companies take this challenge head-on. A Digital Map!
But not just any digital map. An Advanced Digital Map.
The average map guides a delivery person to the area of delivery, but not to your doorstep. And so, after circling your house (6 times) he finally gives up and calls you to get directions to your address. That's not exactly the experience you want.
However, with an advanced digital map, not only is a delivery person guided to the right building but he's also navigated to the correct floor and the right apartment. He is given directions right up to your doorstep! Now that's the WOW customer experience that e-commerce companies want to give you.
Paytm is India's largest mobile payments and commerce platform. It wanted to remove the hassle of having to give directions over the phone from the user's buying experience. This meant there was a need for a map with extremely detailed house-level data and the ability to navigate the delivery person right up to the front door of the customer.
MapmyIndia's data-rich map SDKs and location APIs are designed to do just this. Today, it's location-based services are powering the delivery operations at Paytm resulting in enhanced customer experience for Paytm users. Here's how:
Paytm displays its product prices & promotional offers based on a user's delivery location. With the help of reverse geocoding, the ability to turn a point of location (latitude, longitude) into a readable address or place name, MapmyIndia allows Paytm users to set their delivery location by dragging and dropping a pin on an interactive map available in the Paytm app (see figure 1). This delivery location then determines the products, prices, and offers visible to the user.
Figure 1 : Reverse Geocoding
On dragging the pin on the map, the address in the search bar changes dynamically
Paytm users can choose from a vast dataset of POIs down to specific details like floor level, house number and so on. As the user starts typing out the address in the search bar, MapmyIndia's autosuggest functionality triggers a dropdown that suggests a list of place names based on matching letters and search history (see figure 2).
Figure 2 : Autosuggest
On typing into the search bar, a dropdown is triggered with place name suggestions
The delivery operations at Paytm uses MapmyIndia's routing functionality to get useful information like routes, navigation, distance, and live traffic, while the distance functionality provides them with the estimated time of arrival (ETA) for delivery drop-offs. This helps them optimally match the right delivery person to the right orders, thereby reducing delivery times (see figure 3).
Figure 3 : Routing
Shows the route between two points along with useful information like distance, live traffic, ETA, and navigation
Today, online delivery has become the norm. It's no surprise that timely, speedy and accurate deliveries play a key role in driving customer satisfaction.
With the help of MapmyIndia's location-based services, not only is Paytm shaving off precious minutes from its last-mile delivery but also offering you, its users, a world-class customer experience.
Originally published Feb 25, 2020 11:20:00 AM, updated April 15 2020
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