USE OF DIGITAL MARKET BY ZOMATO

CORE BUSINESS OF ZOMATO

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1.???????? The Zomato business model exemplifies innovation and change within the food technology sector. The company is an Indian global aggregator of restaurants and food delivery services. As a trailblazer in the food delivery and restaurant exploration sectors, Zomato has transformed the way individuals engage with dining choices and culinary adventures. Zomato began as a platform for discovering restaurants, offering details about eateries, their menus, user reviews, and ratings. It later broadened its offerings to encompass food delivery, table bookings, and various other related services. The company blends advanced technology, strong logistics, and a customer-focused strategy into its business model effortlessly. These elements contribute to its achievements and growth over the years.

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2.???????? Zomato operates with a diverse business model. It establishes a well-rounded ecosystem within the food and restaurant sector by integrating multiple revenue sources and services. The company encounters intense competition in the food delivery and restaurant aggregation markets, both at home and abroad. Nonetheless, its capacity to adapt, expand its range of services, and utilize technology grants it a formidable stance in the marketplace. Despite Zomato's wide range of services, the requirements of its users and restaurant partners adapt as the dynamics of the market shift.

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DIRECT/ INDIRECT NETWORK EFFECT ON ZOMATO’s BUSINESS

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3.???????? Extensive Restaurant Network.?????? Zomato has formed collaborations with an extensive array of restaurants globally. This wide range of dining choices appeals to customers and offers a competitive edge in the food technology sector.

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4.???????? Global Presence.?????? Zomato has broadened its offerings across various countries, establishing a worldwide presence. This global presence opens doors to a variety of markets and customer groups, lessening reliance on any one area.

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5.???????? User Engagement.???? Zomato promotes user participation by inviting contributions like reviews, ratings, and photos. This strong level of participation boosts the platform's trustworthiness and offers important insights to fellow users.

USE OF DATA FOR IMPROVING CUSTOMER SERVICE

6.???????? Use of Data and Analytics.?? Zomato gathers a wealth of information regarding consumer tastes, eating behaviours, and the performance of restaurants. This information is extremely valuable and can be capitalized on by offering insights and analytics services to restaurants. Restaurants can leverage this information to make well-informed choices regarding their menus, pricing, and marketing approaches.

7.???????? Personalization.??????? Zomato leverages its user data to tailor the experience for every individual customer. This involves suggesting restaurants that the user is expected to appreciate, along with alerting them to new dining options and special offers.

8.???????? Feedback Loop.???????? Zomato emphasizes user feedback to refine its services and enhance customer satisfaction. Engaging with users through reviews, ratings, and social media helps build a strong community and brand image around the business platform. 9.???????? Real Time Order Tracking. ??????????? Zomato's food delivery service provides a distinct advantage with its real-time order tracking feature. Customers can track the status of their order, from the kitchen of the restaurant all the way to their front door. This openness builds trust and removes the ambiguity linked to food delivery.

ADDRESSING COMPETITION OR PROBLEM OF MULTI HOMING

10.?????? Zomato is encountering strong competition from competitors like Swiggy, DoorDash, and Uber Eats in several markets. This competition can put pressure on pricing and marketing costs. Zomato employs several strategies to tackle competition in the highly dynamic food tech market. Here's an overview of how Zomato positions itself against competitors and maintains its market leadership.

11.?????? Diversified Service Offerings.???????? Zomato provides a range of services beyond food delivery, including restaurant discovery, table reservations, and subscriptions. This broad service portfolio helps attract and retain users. The subscription service offers benefits like discounts and special offers, encouraging customer loyalty and differentiating Zomato from competitors.

12.?????? Technological Innovation.??? Zomato utilizes advanced data analytics and algorithms to offer personalized recommendations and optimize delivery routes. This technology enhances user experience and operational efficiency. Continuous development of new features, such as contactless delivery and real-time tracking, keeps Zomato ahead of competitors in terms of convenience and functionality.

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13.?????? Market Expansion.?? Zomato has expanded its presence to multiple countries, adapting its services to local markets. This global footprint helps it compete with local and international players. Tailoring services to fit regional preferences and regulations allows Zomato to cater to diverse markets effectively.

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14.?????? Marketing and Branding.??? Zomato invests in branding and marketing to build a strong brand presence and differentiate itself from competitors. Engaging in targeted advertising, promotions, and social media campaigns helps attract new users and retain existing ones.

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ZOMATO DIVERSIFICATION

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15.?????? Zomato offers a diverse range of services beyond its core restaurant discovery and food delivery functionalities. Here’s a comprehensive overview of the additional services and features Zomato provides:

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(a)?????? Zomato Pro (formerly Zomato Gold).??????? Offers exclusive benefits such as discounts, special offers, and complimentary dishes at participating restaurants. The program aims to enhance the dining experience and reward loyal customers.

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(b)?????? Table Reservations.? Allows users to book tables at restaurants through the Zomato app or website, helping to streamline the dining experience and reduce wait times.

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(c)?????? Event Bookings.??????? Some locations offer the ability to book private dining areas or event spaces through Zomato, facilitating easy organization of special occasions and corporate events.

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(d)?????? Restaurant Listings and Reviews.?? Provides detailed information about restaurants, including menus, photos, user reviews, ratings, and operating hours. This helps users make informed dining decisions.

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(e)?????? Pickup Orders.????????? Allows users to place orders for pickup, giving them the flexibility to collect their food directly from the restaurant.

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(f)??????? Business Listings and Advertising.???????????? Offers advertising solutions and promotional opportunities for restaurants to increase visibility and attract more customers. This includes featured listings, banner ads, and sponsored content.

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(g)?????? Zomato Hyperpure.? Provides fresh, high-quality ingredients to restaurants, helping them maintain quality and consistency in their offerings. This B2B service aims to support restaurant operations.

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(h)?????? Zomato Cloud Kitchen.?????? Operates cloud kitchens (delivery-only kitchens) that allow restaurant brands to expand their reach without investing in physical locations. This service helps restaurants scale up their delivery operations.

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(i)????????????? Zomato Corporate Solutions.????????? Offers tailored solutions for businesses, such as corporate meal programs, employee benefits, and catering services.

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LEGAL CASES ON ZOMATO

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16.?????? The Economic Times (15 July 2024).????????? Court orders Zomato to pay Rs 60,000 for not delivering Rs 130 Momos. In October 2023, Sheethal successfully sued Zomato in Dharwad for not delivering momos ordered on August 31, 2023. After filing a legal notice, she received a Rs 133.25 refund and Rs 60,000 compensation. The court, led by Eshappa K Bhute, awarded Rs 50,000 for mental stress and Rs 10,000 for litigation costs. Zomato denied any wrongdoing despite confirmed inaction.

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17.?????? Live Mint (16 Nov 2022).???? Zomato ordered to pay heavy compensation to user after failing to deliver food. According to a Bar and Bench report, the law student had filed a case against Zomato after the food delivery service failed to deliver the food worth ?362. The student has allegedly mentioned that Zomato did not return the refund. After the examination of his documents, the Kollam district court ordered the Zomato to pay Krishnan an overall amount of ?8,362 which includes compensation of ?5000 and ?3000 as court expenses apart from refund amount of ?362.

CONCLUSION

18.?????? Today, Zomato focuses on online food ordering, restaurant reservations, loyalty programs, consultant services, and a lot more. Zomato is also a food search engine that works the same as Google's search engine but explores a wide range of food and restaurants. The company has grown from a home project to one of the world's largest food aggregators. Zomato not only connects people to food in every context but also works closely with restaurants to enable a sustainable ecosystem. With its unique and sustainable business and revenue model, as well as a well-defined organizational structure of Zomato, the company has managed to remain a top player in the market. Zomato has become successful because of factors such as affordability, easy accessibility, and assortment, which have built trust among people from the years of service. Zomato continues to work on finding innovative ways to serve its customers.