Leverage offshore sales for effective merchant outreach and onboarding
Outcomes delivered
500+
Conversations MoM
6X
Merchant outreach
28.7%
Average commission %
Overview
Being the largest third-party delivery service globally, Doordash facilitates on-demand delivery for more than 340,000 local businesses and restaurants in 4,400 cities across the US, Canada, Australia, and Puerto Rico. Doordash enables delivery of food on-demand and on time to consumers as well as B2B users.
Industry
Region
Services Provided
Customer Onboarding
Merchant Outreach
Problem
Due to successfully catering to the wide variety of merchants, dashers, and users, Doordash saw a spike in demand; and this rising demand led to the requirement of commensurate supply. Doordash saw an order growth of 325% in 2019 that required effective onboarding of restaurants and businesses on their platform. Coming to the operations, restaurants had too many or too few drivers to facilitate spikes in demands. Moreover, estimating delivery time for customers is fraught with challenges, namely food preparation, parking, traffic, and much more.
Solution
In order to tackle the aforementioned challenges, Doordash partnered with Regalix to augment their customer onboarding and merchant outreach. In the preliminary stages, a minor team of 10 consultants was deployed for outbound calling. After the successful pilot, the team size was expanded to 30 consultants and subsequently to 60 consultants to target inbound leads as well as perform consultative selling. In an effort to improve merchant outreach, the newly defined workflow and quality framework were calibrated with Doordash’s captive sales team.
Results
Regalix deployed teams based out of Hyderabad, India and Krakow, Poland, to effectively onboard restaurants and businesses. The preliminary pilot showed promising results in the first month, and a full-scale program was deployed over a span of 2-3 months. Following the successful pilot, quality inbound lead in the workflow resulted in ~6x merchant outreach. Regalix helped maintain the average monthly commission at 28.7% with more than 500 conversations per month through superior channel engagement.
Due to successfully catering to the wide variety of merchants, dashers, and users, Doordash saw a spike in demand; and this rising demand led to the requirement of commensurate supply. Doordash saw an order growth of 325% in 2019 that required effective onboarding of restaurants and businesses on their platform. Coming to the operations, restaurants had too many or too few drivers to facilitate spikes in demands. Moreover, estimating delivery time for customers is fraught with challenges, namely food preparation, parking, traffic, and much more.
In order to tackle the aforementioned challenges, Doordash partnered with Regalix to augment their customer onboarding and merchant outreach. In the preliminary stages, a minor team of 10 consultants was deployed for outbound calling. After the successful pilot, the team size was expanded to 30 consultants and subsequently to 60 consultants to target inbound leads as well as perform consultative selling. In an effort to improve merchant outreach, the newly defined workflow and quality framework were calibrated with Doordash’s captive sales team.
Regalix deployed teams based out of Hyderabad, India and Krakow, Poland, to effectively onboard restaurants and businesses. The preliminary pilot showed promising results in the first month, and a full-scale program was deployed over a span of 2-3 months. Following the successful pilot, quality inbound lead in the workflow resulted in ~6x merchant outreach. Regalix helped maintain the average monthly commission at 28.7% with more than 500 conversations per month through superior channel engagement.
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