Case Study: Swiggy achieves streamlined operations and secure communications with Exotel

Swiggy streamlined its operations with Exotel here’s how

Swiggy, one of India’s largest food delivery platforms, faced an operations-heavy challenge: maintaining seamless, low-cost communication between customers, restaurants and delivery partners while protecting customer privacy and reducing fraud. To address this, Swiggy partnered with Exotel, using its cloud telephony platform and APIs for automated calls, number masking, IVR confirmations and COD enablement.

Exotel implemented automated order notifications to restaurants, number masking for delivery-customer calls, IVR-based COD confirmations and automated outreach for hiring, plus dashboards for call analytics and cost tracking. As a result, Exotel helped Swiggy significantly reduce manual calls and delivery delays, safeguard customer phone numbers, cut down on bogus COD orders, streamline hiring outreach and reduce unnecessary interactions and costs.

Swiggy

Rajkishan

Operations & Strategy